BMC Footprints 11.6 - An Excellent Product with incredible support.
Updated April 08, 2015
BMC Footprints 11.6 - An Excellent Product with incredible support.
Score 8 out of 10
Vetted Review
Verified User
Software Version
11.6
Modules Used
- Service core
Overall Satisfaction with BMC FootPrints
We use BMC FootPrints for all of our internal tickets, from Human Resources to Sales to Corp IT to our external customer Support. One of the things I like most about it is the flexibility, and the way it can be customized for any of a wide variety of uses, like what we have deployed. Moving mis-routed tickets is a snap with everything in the same system
Pros
- Flexibility - while a robust program 'out of the box' the way it can be adapted for almost any deployment is great.
- Reporting - we have the ability to agent's time in tickets and can also report against customers on the same basis.
- Views - there is a view for almost any agent preference, including across work spaces. We have agents who work in many projects, and can allow them to see what is up at a glance.
Cons
- BMC Footprints has some lacking problems - one thing that frustrates our techs is the lack of ability to bulk link tickets. We have our monitoring system sending alerts into our Support project, and when there are 100+ issues that come from a major outage, it's time consuming to link them all individually.
- The built in reports on the Executive Flashboard are not subject to customization, which is a problem for some of the reporting that our managers would like to see at a glance.
- Not having visibility to email headers for incoming messages is very frustrating for an email based support system.
- Not supporting HTML is silly in 2014.
- We have had an increase in efficiency now that we have the time tracking active. We are much better able to track employee activity.
- Our sales department has a workspace set up to field incoming sales inquiry emails. It makes it much easier to see who has sent in something, and also see who is working what leads.
- Our customer service has gotten better since we have started assigning issues for follow up. We also have an escalation in place to alert management for a large number of incoming issues, or an issue that has gone over 60 minutes without a response.
We already had Footprints deployed when I started, and we have not done any evaluation in the last seven years.
Using BMC FootPrints
50 - We use it for everything from End User support to internal CorpIT issue tracking, HR, Sales Orders, Cancels and Billing. Everyone in our organization uses FootPrints in one way or another, and we're very happy with the product as we have it in place. We just started a customer portal beta, and that has been getting rave reviews.
BMC FootPrints Implementation
- Implemented in-house
BMC FootPrints Support
| Pros | Cons |
|---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
Yes - We have premium support included in our contract, and it is well worth the money. If I do not call on Monday, there is no wait at all.
We had an issue with a migration from Footprints 9 to Footprints 11 and we got great support at 3 AM Eastern Time. The issue was resolved in an insanely quick manner.
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