BMC FootPrints Avantages et Inconvénients

Rien du tout mais ça a fonctionné. Il n'y avait pas grand-chose à aimer. Avis collecté par et hébergé sur G2.com.

Trop cher et le rapport était nul. Pas un fan de la plateforme. Avis collecté par et hébergé sur G2.com.

BMC Footprints allowed us to set up an on-site server to support our instance of c-support. There was also a good process to set up the software and the corporate trainer did as well as can be expected to help us get started. Avis collecté par et hébergé sur G2.com.

The software was slow, and everything ground to a halt sometimes taking ten seconds to move forward. The end user's experience was very confusing and did not allow for searching. Frequently end users just chose the first category they could and went on. Integration with other software was non-existent. Reporting was very clunky. There was no way to refer to tickets via URL. Avis collecté par et hébergé sur G2.com.

Ce que j'aime le plus à propos de Footprints Service Desk, c'est qu'il est hautement configurable. Vous pouvez créer toutes sortes de catégories et regrouper des équipes. J'aime pouvoir répondre à un e-mail généré par le système plutôt que d'avoir à ouvrir l'application web. Avis collecté par et hébergé sur G2.com.

La chose que je n'aime pas à propos de Footprints, c'est que l'interface est tout simplement trop chargée. Il y a trop de cases et de boutons partout. La plupart d'entre eux ne sont jamais utilisés. Trop de cases, je suppose que cela peut être modifié, mais il n'est pas clair comment le faire depuis le niveau utilisateur. Avis collecté par et hébergé sur G2.com.

Footprints Service desk is can be extensively customized and configured, if you put in the time you can get it to do what you want. For our organization that led to creating different workspaces for 30+ different departments and groups and configuring each workspace with individualized settings depending upon the work being done. This helped avoid the cookie cutter approach other systems use. Avis collecté par et hébergé sur G2.com.

It's a very complex and expensive product. Between the license, support and time needed to implement and maintain the software it's tough to get a decent return on your investment. We had to put 100+ hours of staff time into configuring workspaces to meet our requirements along with on going time to maintain existing and add new workspaces as needs change. Avis collecté par et hébergé sur G2.com.

Empreintes permet à un utilisateur de gérer plusieurs choses dans l'environnement de travail telles que le service desk et l'automatisation des flux de travail, gérer les changements, les demandes de service et d'autres types d'incidents. C'est un très bon logiciel pour la résolution de cas. Avis collecté par et hébergé sur G2.com.

Il n'y a pas beaucoup de choses à ne pas aimer à propos du logiciel Fooprints. Je dirais que la configuration initiale peut être difficile. Pour ceux qui ne comprennent pas vraiment la technologie, il peut également être difficile de comprendre comment cela fonctionne et quelles sont toutes les fonctions possibles. Avis collecté par et hébergé sur G2.com.

I think it’s super convenient we can send and monitor and track IT Support requests from any location. Avis collecté par et hébergé sur G2.com.

At this time I have not found anything about footprints that I dislike Avis collecté par et hébergé sur G2.com.

Good for sharing incoming tickets among geographically distributed staff, and also good for having all questions come in to one email address and be triaged out to specialists. Lets us analyze the tickets and responses later, which helps with planning. Avis collecté par et hébergé sur G2.com.

Even when "pared down," has many more fields than we need. Avis collecté par et hébergé sur G2.com.

Footprints provides a very easy and convenient way for me to open IT related issues for my students. Avis collecté par et hébergé sur G2.com.

The only downside to footprints is there is so many follow-up emails that tend to flood my inbox. Just one or two follow-ups would be sufficient. Avis collecté par et hébergé sur G2.com.

I like that the timer runs automatically when issue is in edit mode, as it saves me from having to remember (and inevitably forgetting) to track time working on an issue. I also like that the type of issue is identified in the case number/ID (prefix, e.g. INC-1234 or SR-1234 or KB-1234). Avis collecté par et hébergé sur G2.com.

I really dislike the search in v.12. I seem to get one of two results; either nothing, because the precise search terms aren’t producing, or everything, because the only way to see any results is to use general terms, but then we have to visually search a huge list. I also dislike that I’m not able to fully customize my view, particularly the “subscription” column, which we don’t often use but is still “1st” (at left) column and takes up a lot of horizontal screen space. It can be de-selected/hidden, but only until the page or queue is refreshed, at which point the column reappears, right back in the most prominent position. Another change I find unhelpful is the loss of the ability to resend files previously attached to issue via email update notification. V.11 offered a box to check next to each attached file to re-send as an attachment to the update notification emailed to the customer, but v.12 doesn’t offer a comparable feature/option—at least not that we have found. We have a low file size quota per ticket so instead of attaching the same file multiple times, we have to delete the attachment and then re-upload it in order to send to the contact. What a Waste of time. Avis collecté par et hébergé sur G2.com.

The best thing about footprints is the ability to customize the software to your companies needs. The color choices use in the program are decent and easy on the eye. The program is web based and works in Google Chrome. Load times to get into the program are quick. Avis collecté par et hébergé sur G2.com.

Compared to previous used programs Footprints almost has too much and is too redundant. Moving up and down in a scrolling motion is not fast for help desk people and clicking on drop downs is slow. Time to notate documents has increased fifty percent. The search contacts function is very picky and requires typing things just right. Also spell check doesn't function. You get a line under words spelled wrong but no suggestions. This software almost has a beta feel to it. It's not polished, smooth, or easy to use for service desk techs. Avis collecté par et hébergé sur G2.com.