A help desk system that is good for tracking requests
Anonymous | TrustRadius Reviewer
October 07, 2019

A help desk system that is good for tracking requests

Score 7 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with BMC Track-It!

It was not used across the whole organization, but rather just our department. We had used it for a great many years up until recently, when we migrated from it. We still have access to its database to be able to pull old records/information out. It addressed our business problem of having a help desk/asset management solution that was a bit more affordable than the system our campus was using. It also addressed the fact that we wanted something that we had more control over in our environment.
  • The interface, or overall layout, of the BMC Track-It! system is very good. It's fairly easy to use from the IT department/technician point of view. All the major categories are there, such as Help Desk (work order requests), Inventory, Solutions (KB articles), Inventory, Reports, etc.
  • It also has a nice dashboard on the homepage that displays information in a bar graph and pie chart form on different categories related to the different features. Anyone in the IT department can visualize information to get a better idea of the work being done within BMC Track-It!
  • From a technician's point of view, it is easy to create new work orders, and the actual work order requests have a lot of different information boxes to fill out for each request. Having this detailed information is key for running reports within BMC Track-It!
  • One thing that needs improvement is the fact that the program doesn't necessarily run from the cloud/web, meaning it needs to be installed on each individual computer where it's used. The newest version that was just released may finally be cloud/web-based, but prior versions were not.
  • Reporting. This feature seems somewhat complicated and not very intuitive. For this reason, our organization did not really use this feature of the software.
  • Could not utilize a mobile app for the software, unlike many other tracking system software packages out there that offer an app so you can use their mobile version on any mobile devices.
  • The biggest positive impact it had on ROI was that the software itself didn't require any expensive ongoing maintenance contracts since it was installed and managed by our organization.
  • The negative aspect of this is if there was a major problem with the software, then it would require contacting the vendor, at which point it could become expensive for a service call.
BMC Track-It! has most of the functionality of most other helpdesk tracking systems, meaning it will not only track helpdesk requests but it will also do inventory, asset management, knowledgebase management, and reporting. Where it differs, at least with the older versions, is it was not web/cloud-based and this made it more difficult to set up/manage it.

Freshdesk, along with a number of other current helpdesk tracking systems, are primarily web/cloud-based. All that is really needed to get them up and running is buying the licensing through the vendor on their website, and the software can then be used through any web browser.
I only gave it this rating for the fact that we did not really use their support for much of the time we used the product. The support documentation in the actual program seemed to be lacking, so finding the information via the web or the vendor's site provided more helpful, from a support standpoint. I did notice that the vendor does have a portal where you can manage support cases and also has live phone support and an email option. All of these options are good for any customer that needs good support while using the product

Do you think BMC Track-It! delivers good value for the price?

Yes

Are you happy with BMC Track-It!'s feature set?

Yes

Did BMC Track-It! live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of BMC Track-It! go as expected?

I wasn't involved with the implementation phase

Would you buy BMC Track-It! again?

Yes

It is well suited in environments that want a helpdesk tracking system that doesn't change a whole lot in terms of features/overall layout of the interface. This is good for organizations/companies that don't like a whole lot of change and want to just use a product without having to learn a whole lot of new things.

It is less appropriate for organizations/companies that want a helpdesk system that is industry standard or that is more popular among the masses. Track-It! would not be one of those.

It would also be less appropriate where you don't have a Systems Administrator or Database Administrator to manage the Track-It! database. This can be somewhat complicated to manage unless they had an understanding of databases and how to work with or manage them.

BMC Track-It! Feature Ratings

Software and hardware inventory tracking
8
License management
7
Asset lifecycle monitoring
7
Contract management
6
Asset relationship management
7