Decent tool for helpdesk use
September 10, 2019
Decent tool for helpdesk use
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with BMC FootPrints
In our current configuration, BMC FootPrints is being used by the IT department. FootPrints allows our end-users to submit trouble tickets for issues for their computers, phones, prints, or network issues. The IT department also uses FootPrints to document and track internal projects and tasks. Other areas in the organization are also looking to implement FootPrints in their areas for namely the same reasons of tracking and documentation.
- Documentation. We try to reduce the amount of paperwork needed for staff to do their job, so by automating certain tasks, we are able to speed up the resolution process for trouble tickets.
- Reporting. We'll use the reporting tool to get the number of tickets opened, response times and can go into granular reports.
- Surveys. When tickets are closed, we automatically send out surveys to end users to get valuable feedback on how we did and what we can improve.
- I would like to see the reporting tool refined. It currently has too many options to be efficient.
- For what we use FootPrints for, we've been able to place priority and categorization on issues throughout our organization.
We have not evaluated any other software up against BMC FootPrints.
Do you think BMC FootPrints delivers good value for the price?
Yes
Are you happy with BMC FootPrints's feature set?
Yes
Did BMC FootPrints live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of BMC FootPrints go as expected?
I wasn't involved with the implementation phase
Would you buy BMC FootPrints again?
Yes