Track-It!

Avantages

It is simple to use, and fairly easy to manage and is well suited for small business needing to track and escalate changes, support and documentation for resolutions that happen often.

Inconvénients

It is not as scalable as some other solutions. It works well for what it is, but it also has limited options for integrations, and also in the self-service portal area it is very basic.

Avantages

Track-It! is highly customizable from ticketing to asset management, to reports.

Inconvénients

Integration Hiccups. Occasionally, integrating Track-It! with other systems can be a bit finicky, requiring extra troubleshooting.

Avantages

The notification e-mails, when working, are very nice.

Inconvénients

Reports are hard to write and it is difficult to use at times. We have to restart the services a lot as notification e-mails seem to get stuck frequently.

Avantages

The locally installed sql database is handy for customizations and integrations. Trackit allows for nested work orders, which I've noticed several other products do not have this feature...

Inconvénients

Lets be clear - Trackit is late 90s early 2000s style thick client app. The web client design is very similar to the thick client. Very little thought put into software quality attributes such as speed or usability. The asset inventory client is bug ridden. We could never get the service to inventory the last 15-20% of computer assets. The server side inventory service would routinely crash as well. The limits on custom work order fields were a problem. The global search across work orders is slow (several minutes) and routinely never returns results. Robust search capability is critical in my opinion. Trackit support has somehow convinced itself this is an unsolvable problem. Overall, it is apparent that BMC dev team is focused elsewhere.

Avantages

Easy to use interface. Hardware and Software inventory modules.

Inconvénients

Performance with larger databases. Reporting feature.

Avantages

The product was very stable, we never experienced any outages.

Inconvénients

Customer Support was very helpful. The client interface was difficult to use. The user interface was not user friendly and dated.

Avantages

Not that complicated. It is pretty straightforward to use.

Inconvénients

It is not all efficient and unreliable due to its latency .

Avantages

The features include details on the support ticket, inventory and all the analytics that go with it make this a very powerful program.

Inconvénients

It is very difficult to navigate around the software. The features are present but they are very difficult to maneuver.

Avantages

It is a decent software for just a ticketing system. Can easily escalate/pass off tickets as needed. You can make some decent reports to get a deeper understanding of what types of tickets are coming in and who is closing them.

Inconvénients

Doesn't have enough simple customization. The inventory aspect is not great. You will come across a lot of little features missing that leave you questioning the software.

Avantages

Email Notifications and responses

Inconvénients

Reporting

Avantages

Track-It is powerful with lots of capability

Inconvénients

Some features are inflexible and can be difficult to manage. The speed of the software leaves much to be desired.

Avantages

It is one of the easier asset management software programs to use. Myself and several other colleagues were able to understand it in a timely fashion.

Inconvénients

The interface is very outdated. The program runs incredibly slow. For what you are given the price is very steep.

Avantages

I have been using TrackIt! for more than 13 years. It has so many features. At times there are even a few too many. I only use a portion of all that is available and it is great.

They will be going to a web-based service. That should be helpful.

Inconvénients

Once BMC bought the program they changed and outsourced the Tech Support. Before BMC the Tech Support was 11 out of 10 Stars. Support now is why I only ranked this a 7.