--- title: Track-It! Reviews meta_title: 'Track-It! Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 100 reviews by the users' company size, role or industry to find out how Track-It! works for a business like yours. aggregate_rating: rating_value: 3.7 review_count: 100 scale: '5' date_modified: '2026-07-07' parent_category: name: IT Management url: https://www.g2.com/categories/it-management --- # Track-It! Reviews **Vendor:** BMC Helix **Category:** [Service Desk Software](https://www.g2.com/categories/service-desk) **Average Rating:** 3.7/5.0 **Total Reviews:** 100 ## About Track-It! Newly redesigned, fully web based integrated Help Desk and IT Asset Management system designed for small to medium sized companies to be affordable to own, easy to install and configure and easy to use. Track-It! includes modules for Help Desk, Asset Management, Endpoint Management, Software Deployment, Patch Management, Change Management, Purchasing, Self Service, Dashboards, Reporting, SLAs, Business Rules and more. ## Track-It! Reviews ### 1. Great for small organizations **Rating:** 3.5/5.0 stars **Reviewed by:** Joel G. | Deputy/Assistant IT Director, GMIS Development and Systems, Mid-Market (51-1000 emp.) **Reviewed Date:** May 31, 2017 **What do you like best about Track-It!?** Track It is quick to setup. The ticketing features work really well, including skills-based routing of tickets to specific technicians. **What do you dislike about Track-It!?** Asset management is fairly rudimentary, as is the lending library feature. The knowledge base for common ticket solutions is very cumbersome. **Recommendations to others considering Track-It!:** Fully understand your needs and compare it to the features. Like any service desk/service management solution, Track It can do a lot. It does not, however, do all of those things equally well. If your needs are fairly generic, it may be a great solution for you. If you need a lot of automation, it may be insufficient. **What problems is Track-It! solving and how is that benefiting you?** We required a low-maintenance help desk ticketing tool. We tried to utilize other features, but found them to be too complex to setup or lacking in necessary features. Track It was our ticketing system for almost 10 years. It served its time, but our organization outgrew it. ### 2. Software does the job needed for help desk software **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Civil Engineering | Mid-Market (51-1000 emp.) **Reviewed Date:** August 08, 2017 **What do you like best about Track-It!?** Reliability and consistency. It does a good job of tracking tickets and reporting for IT staff and management **What do you dislike about Track-It!?** I find it to be very slow and unresponsive at times. I feel there should be additional features for the online portal. Such as better assistance for self-help and solutions area. Also would like to see a better inventory tracking feature that works more like Lansweeper **Recommendations to others considering Track-It!:** i find solutions like Desk.com and others to be better. They are web based, mobile apps available, more responsive and comparable in price. **What problems is Track-It! solving and how is that benefiting you?** IT tickets. Our employees submit Track-IT tickets to receive support. The benefits are good prioritization and reporting. ### 3. Reliable, easy to use Help Desk Ticketing system **Rating:** 5.0/5.0 stars **Reviewed by:** William S. | Director, Information Technology, Enterprise (> 1000 emp.) **Reviewed Date:** March 28, 2017 **What do you like best about Track-It!?** Track-It makes ticketing very simple. With AD integration and a self-service portal opening tickets is a breeze for the field. **What do you dislike about Track-It!?** Remote Control feature is not up to par, we use a different 3rd party product and its much better than the built-in control. **Recommendations to others considering Track-It!:** Sign up for the trial and use it. Although I had been a former client of Track-IT many years with another company, the new version is just as good as I remembered and we haven't looked back since. **What problems is Track-It! solving and how is that benefiting you?** The software allows our Help Desk to answer tickets opened by the staff in over 50 locations to troubleshoot all their problems. We use the Inventory, and Licensing modules as well to keep track of all endpoints and their software. Reporting is simple yet powerful to build our own desired reports. ### 4. Track IT Review **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** December 14, 2017 **What do you like best about Track-It!?** The simplicity of the interface which probably contributed to its reliability and speed. **What do you dislike about Track-It!?** It looks outdated, the interface looks like an Excel spreadsheet. Althought it does work, just doesn't look like anyone put a lot of thought into the asthetics. **Recommendations to others considering Track-It!:** Try to understand where they are planning to take the software. It didn't change much when we had it. **What problems is Track-It! solving and how is that benefiting you?** We are tracking incoming tickets. ### 5. Wouldn't be my first choice. **Rating:** 1.5/5.0 stars **Reviewed by:** Amanda D. | Oracle Master User - Order to Cash, Oil & Energy, Enterprise (> 1000 emp.) **Reviewed Date:** January 05, 2017 **What do you like best about Track-It!?** Being able to nest assignments under a ticket. Easy to transfer tickets between technicians. Easy to see all of the tickets in your personal queue on one screen. I like that there is a web portal, but it isn't as robust as the actual software. **What do you dislike about Track-It!?** Doesn't require a password for a user to login. Attachments and emails sometimes don't get saved to the ticket after they are uploaded/sent. Should save automatically. The email alerts regarding ticket creation, assignment, and overdue tickets seem undependable and random, often repetitive. The views could be easier to edit to your own liking. **Recommendations to others considering Track-It!:** I would consider other options. I've seen better service desk software. **What problems is Track-It! solving and how is that benefiting you?** Oracle EBS support - Easy for the general IT Service desk to route tickets to the Oracle Support team. Other service desk technicians use the same software for managing IT issues across multiple operating companies within the corporation. ### 6. Track-It! is great for ticket and asset management for any business **Rating:** 3.5/5.0 stars **Reviewed by:** Matt S. | IT Support Specialist, Legal Services, Mid-Market (51-1000 emp.) **Reviewed Date:** September 21, 2017 **What do you like best about Track-It!?** The software has a fairly small footprint and runs smooth on most machines. Easy to use ticket and asset management tracking. **What do you dislike about Track-It!?** I'm not a big fan of the native client, I wish there was more support for remote or a web based application. **What problems is Track-It! solving and how is that benefiting you?** Better management of assets, software licenses, and most importantly ticket tracking. ### 7. Easy to use and manage **Rating:** 4.5/5.0 stars **Reviewed by:** Rick J. | Technology Assistant, Computer & Network Security, Mid-Market (51-1000 emp.) **Reviewed Date:** December 22, 2016 **What do you like best about Track-It!?** The best feature is the ability to create "work orders". With each work order you can enter all the information about the problem, contact info for the requester, and then assign the new task to a certain member of your department based on the problem type, sub type, and category. Users are then able to see all the tasks that are assigned to them and also which ones are overdue. **What do you dislike about Track-It!?** Nothing really. Overall it is a very useful software for assigning tasks. There are many features of Track-it! that I have not even used, but as a help desk employee for an IT department it is an excellent software. We are able to easily gather information over the phone/email and enter it all into a work order and assign it to the correct technician. **Recommendations to others considering Track-It!:** I have very little experience with other softwares of this type, but Track-it! has been an excellent task manager for our organization **What problems is Track-It! solving and how is that benefiting you?** A wide variety of issues ranging from password resets to new software/hardware installs and website error fixes. This software can be used to notify technicians of any issue from any user. ### 8. Great product with a lot of functionality and scalability. **Rating:** 4.5/5.0 stars **Reviewed by:** Shaun G. | Network Engineer, Machinery, Mid-Market (51-1000 emp.) **Reviewed Date:** April 17, 2017 **What do you like best about Track-It!?** The front end user interface (UI) is mostly straight-forward and easy to use. Track-It! allows you to easily manage support tickets, assets, billing, and more. This also offers a solid reporting section to manage history and trends. The reporting UI is also very user friendly. **What do you dislike about Track-It!?** I have had some database issues in the past. I highly recommend working closely with support to ensure the proper database maintenance and optimization is taking place. **Recommendations to others considering Track-It!:** I highly recommend this product and certainly suggest doing a product demo. You can download and install a trial version of Track-It! to give it a solid test run! **What problems is Track-It! solving and how is that benefiting you?** This is a great product for managing IT, maintenance, and other support type services. Track-It! allows easy management of support tickets in both client and web based views. ### 9. Lots of features, but messy interface **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Mining & Metals | Enterprise (> 1000 emp.) **Reviewed Date:** April 25, 2017 **What do you like best about Track-It!?** It captures everything we need to document request for help, solutions, and history of problem-solving. **What do you dislike about Track-It!?** It is painful to navigate. The latest version has a dashboard which is somewhat nice, but still requires me to navigate to find what I need, move to the right fields, fill things out, etc... Yes, it is customizable, but again, it is messy and allows us to customize it into a mess. It's kind of like Windows 95 when techies over-customized their desktops. **Recommendations to others considering Track-It!:** Simplify your implementation. Only use it for what you need. Make small customizations that allow your users to use Track-It in consistent ways. **What problems is Track-It! solving and how is that benefiting you?** Documenting and tracking all help requests, the process to resolution, and the final solution. We also do tracking for SOX audits in Track-It! ### 10. Very easy to use program. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Machinery | Enterprise (> 1000 emp.) **Reviewed Date:** December 15, 2017 **What do you like best about Track-It!?** User friendly, has many options and reports. **What do you dislike about Track-It!?** The option to email from the ticket does not always work. **What problems is Track-It! solving and how is that benefiting you?** Helps keep track of all issues and events that needs to be handled. ### 11. Easy turnkey solution for our small IT department **Rating:** 4.5/5.0 stars **Reviewed by:** Hans H. | Systems Administrator, Small-Business (50 or fewer emp.) **Reviewed Date:** November 04, 2016 **What do you like best about Track-It!?** The solution was pretty easy to setup and configure and TrackIT seems to provide all of the functionality that we need: -being able to generate tickets and monitor different email accounts and have them assigned to different techs depending on the email address used -ability to maintain a solutions page for closed out tickets for future reference -detailed configurations for different aspects of the ticket: estimated resolution dates, severity, ability to change/re-assign tech to tickets, etc. -ability to use thick client or a web browser to access tickets & solutions -Windowd AD SSO integration **What do you dislike about Track-It!?** I think we probably use less than 10% of the total functionality that TrackIT offers. We do not even use it for the Inventory or Software licensing tracking as we use another piece of software to do those. The dashboard is also a nice feature but I do not use it either. **Recommendations to others considering Track-It!:** Great turnkey solution if you need to have something that will be able to drop in place and have up and running in less than a week **What problems is Track-It! solving and how is that benefiting you?** We needed a bit more visibility with regards to the requests put into IT, especially when it comes to application development and changes as business process & needs change. The ability to use TrackIT seems to help streamline things not only for the IT staff but also for the non-IT staff to be able to track their requests and also allows for IT to notice trends in issues that may indicate a bigger issue somewhere else. ### 12. Antiquated software **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** November 29, 2017 **What do you like best about Track-It!?** The system does maintain a strong database for assets. **What do you dislike about Track-It!?** Old, slow software. Not kept up to date. No Mac client. **Recommendations to others considering Track-It!:** Freshservice **What problems is Track-It! solving and how is that benefiting you?** Not really having luck. Slow to pick up email tickets. ### 13. love this **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Higher Education | Mid-Market (51-1000 emp.) **Reviewed Date:** July 12, 2017 **What do you like best about Track-It!?** it is 100% customization we were able to add in our own features and fields. I really love that. **What do you dislike about Track-It!?** manual edits and set up - we did the set up ourselves and it took a lot longer than we it should have **Recommendations to others considering Track-It!:** yes!!!!!!!!!!! **What problems is Track-It! solving and how is that benefiting you?** We use it for our help desk and it allows us to email or text the tech. ### 14. BMC Track-it! **Rating:** 5.0/5.0 stars **Reviewed by:** Tracy M. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 04, 2017 **What do you like best about Track-It!?** How easy it is to use and how easy it is to find purchases and inventory **What do you dislike about Track-It!?** Software module. I guess if I had had BMC teach me how to use the module I wouldbe more educated, but when you learn from someone who was not trained in using product you are lumited to the knowledge **Recommendations to others considering Track-It!:** Good product, outstanding support! **What problems is Track-It! solving and how is that benefiting you?** Productivity benefits are amazing ### 15. Track-It works for Incident management but lags behind curve on new features **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Law Practice | Mid-Market (51-1000 emp.) **Reviewed Date:** August 14, 2017 **What do you like best about Track-It!?** Tickets can be generated via email and are automatically pulled into Track-It. **What do you dislike about Track-It!?** There is not currently a workflow option, replies on tickets do no automatically get appended to the original and instead one ticket per reply is generated which makes it difficult to manage. **What problems is Track-It! solving and how is that benefiting you?** we are able to receive incident, requests and general questions. We are able to keep track of current issues and quickly determine a company wide issue. ### 16. Great product for quick projects. **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Wholesale | Mid-Market (51-1000 emp.) **Reviewed Date:** September 21, 2017 **What do you like best about Track-It!?** Simple and easy integration with email. **What do you dislike about Track-It!?** Not as scalable for large long-term projects. Or integration with agile methods. **Recommendations to others considering Track-It!:** From My experience it was great for help desk type functions but wasn't as good for tracking large projects with multiple users and status update requirements. **What problems is Track-It! solving and how is that benefiting you?** Help desk ticketing system. Simple email integration. ### 17. Track it! **Rating:** 2.5/5.0 stars **Reviewed by:** Elias G. | Application Support Analyst for the Town Of East Longmeadow and Public Schools, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** July 28, 2017 **What do you like best about Track-It!?** I was not crazy about track it. We used here for about 5 years. **What do you dislike about Track-It!?** It was not user friendly. The programs did not work correctly all the time. **What problems is Track-It! solving and how is that benefiting you?** We used it for inventory and work order. ### 18. Great Ticketing Software **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 11, 2017 **What do you like best about Track-It!?** I really liked how it was easy to use, and submit tickets for users, and we needed to create one how it was a simple process. I would definitely try to use it again if my company offered. **What do you dislike about Track-It!?** I really did not have anything that I disliked. **What problems is Track-It! solving and how is that benefiting you?** We used Track-IT as our ticketing system for any issues or requests are users had or needed help with. ### 19. Service desk of 6 years **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Defense & Space | Small-Business (50 or fewer emp.) **Reviewed Date:** August 01, 2017 **What do you like best about Track-It!?** The program Works well and it shows all pertinent info, this helps to fill in missing info from the customer when building new or updating old tickets. **What do you dislike about Track-It!?** The program is Web based, or at least the way we use it is, all info needs to be manually input into the program. This can sometime be time consuming. **What problems is Track-It! solving and how is that benefiting you?** Tracking mac, serial, computer numbers and names. IP and other information ### 20. Trackit - Organize your life **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** August 01, 2017 **What do you like best about Track-It!?** Ability to audit and keep track of licenses **What do you dislike about Track-It!?** Ability for remote use - remote control does not work **What problems is Track-It! solving and how is that benefiting you?** Managing licenses and software management with asset tracking ### 21. Customer service benefits **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Events Services | Small-Business (50 or fewer emp.) **Reviewed Date:** July 31, 2017 **What do you like best about Track-It!?** Track alk sales likes and dislikes personal information **What do you dislike about Track-It!?** I like everything about. It so i have no complaints currently **What problems is Track-It! solving and how is that benefiting you?** Keeping everything secure and easy accessible ### 22. A little short for a corporate soft **Rating:** 1.0/5.0 stars **Reviewed by:** Verified User in Paper & Forest Products | Enterprise (> 1000 emp.) **Reviewed Date:** October 05, 2017 **What do you like best about Track-It!?** Ease of setup and flexibility. Auto-discovery was not a success. **What do you dislike about Track-It!?** Lack of guidance towards best practices in IT support and project tickets management **What problems is Track-It! solving and how is that benefiting you?** IT support issue tracking ### 23. Track-It is the best thing to ever happen to our IT/Facilities Department **Rating:** 5.0/5.0 stars **Reviewed by:** Ashley M. | Medical Assistant, Enterprise (> 1000 emp.) **Reviewed Date:** October 05, 2016 **What do you like best about Track-It!?** The things that I love best about Track It are the ease of use of the app and the speed at which requests are sent. It feels like the second our IT team gets a Track-It they are across our clinic and able to fix the problem instantly. It is awesome! **What do you dislike about Track-It!?** There is very, very little that I dislike about Track-It! It takes very few seconds to place a Track-It and if I was being super nit-picky I would say that I don't like not being able to close the window once a request is sent. **What problems is Track-It! solving and how is that benefiting you?** It feels as though we are solving all the business problems with this tool. Our requests are sent instantly and seemingly responded to just as fast. The multi-department value is unreal! ### 24. BMC Track-IT! **Rating:** 5.0/5.0 stars **Reviewed by:** Joseph H. | System Network Administrator, Security and Investigations, Enterprise (> 1000 emp.) **Reviewed Date:** March 27, 2017 **What do you like best about Track-It!?** Ease of use and trainability - seems like we had no issues training end users **What do you dislike about Track-It!?** We would like to see product have more functionality such as barcode scan inventory addition **Recommendations to others considering Track-It!:** BUY IT! **What problems is Track-It! solving and how is that benefiting you?** Keeping up with help desk tickets ### 25. Track it Helpdesk ticketing system **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Construction | Mid-Market (51-1000 emp.) **Reviewed Date:** September 05, 2017 **What do you like best about Track-It!?** Its easy to assign to different prople in the team **What do you dislike about Track-It!?** Nothing much to dislike, if there was an option to add emailid it would be good **What problems is Track-It! solving and how is that benefiting you?** Tracking issues ### 26. Awesome Product **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Utilities | Mid-Market (51-1000 emp.) **Reviewed Date:** April 03, 2017 **What do you like best about Track-It!?** Track-IT! has allowed our company to increase productivity and give our customers buy-in of the product. It's change management feature built into the product as well as security conscious approach give confidence. **What do you dislike about Track-It!?** Issues with auto login feature and the Inventory/Asset Management feature **What problems is Track-It! solving and how is that benefiting you?** We've been able to increase our productivity and serve more customers without adding additional staff. ### 27. Track-it - good work order tracking system **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Utilities | Mid-Market (51-1000 emp.) **Reviewed Date:** April 04, 2017 **What do you like best about Track-It!?** ease of use, configurability, functionality, work order tracking module, great customer support **What do you dislike about Track-It!?** Purchasing Module - I would like if it intergrated with our current ERP system **Recommendations to others considering Track-It!:** Use BMC community boards and ask other about product **What problems is Track-It! solving and how is that benefiting you?** Keeping track of all user requests for assists and managing our assets ### 28. Very easy to use **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** July 12, 2017 **What do you like best about Track-It!?** I love how user friendly the program is. I like the history of my projects. **What do you dislike about Track-It!?** I am very low reminders of projects left open **What problems is Track-It! solving and how is that benefiting you?** Project utilization's for other departments. the program keeps me on track. ### 29. Track-It! works great for Incident Management! **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Food & Beverages | Mid-Market (51-1000 emp.) **Reviewed Date:** March 27, 2017 **What do you like best about Track-It!?** Work Order layout is great. I also like the Inventory Mod. **What do you dislike about Track-It!?** Customer Service is overseas. It is hard to understand them sometimes. **What problems is Track-It! solving and how is that benefiting you?** Asset Management, Incident Management, Change Management, Problem Management, Surveys Works great for our Help Desk and Maintenance Department ### 30. Track what? Track-it! Great way for support tracking in the workplace **Rating:** 3.5/5.0 stars **Reviewed by:** Jeffrey M. | GIS Database Manager, Government Administration, Enterprise (> 1000 emp.) **Reviewed Date:** January 10, 2017 **What do you like best about Track-It!?** Track-it! is software that allows for highly customize-able support tracking. We use it here at my work, and the interface is easy to use and has a good workflow. **What do you dislike about Track-It!?** Track it! can become cumbersome to update and enhance. It takes quite a bit of work to set up the specialized support tracking and forms. Which can take quite a bit of time, especially when trying to complete a form quickly. **What problems is Track-It! solving and how is that benefiting you?** Desktop support requests and issue tracking ### 31. Works well **Rating:** 3.5/5.0 stars **Reviewed by:** Sun D. | Head of IT, Marketing and Advertising, Mid-Market (51-1000 emp.) **Reviewed Date:** February 27, 2017 **What do you like best about Track-It!?** TrackIT really shines in their Service Desk and Asset Management software. We were able to handle requests very easily as well as keep track of hardware. **What do you dislike about Track-It!?** Setting up the software took a lot of time. This is true with most software like this. **What problems is Track-It! solving and how is that benefiting you?** We were trying to solve internal IT support requests. ### 32. Great for Base Software License Managers **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Military | Enterprise (> 1000 emp.) **Reviewed Date:** May 14, 2017 **What do you like best about Track-It!?** Made license management much smoother than previous methods. **What do you dislike about Track-It!?** So many options can make it difficult to see the forest through the trees. **Recommendations to others considering Track-It!:** Was good back then, not sure about now. **What problems is Track-It! solving and how is that benefiting you?** Tracking of all software for a business or installation, back when that was required. ### 33. Track it for Service management **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** April 25, 2017 **What do you like best about Track-It!?** Integrated service tracking, follow up and management **What do you dislike about Track-It!?** Its complexity can make it harder to configure call structure and assignment **What problems is Track-It! solving and how is that benefiting you?** Customer call and request management. Reporting and follow up with the customer ### 34. Gets the job done **Rating:** 0.0/5.0 stars **Reviewed by:** Bonnie B. | Web Projects Manager, Museums and Institutions, Mid-Market (51-1000 emp.) **Reviewed Date:** June 09, 2016 **What do you like best about Track-It!?** You can easily create/edit work order tickets. **What do you dislike about Track-It!?** Maybe my institution just has a very old version of this software but if you're a Technician, you can only manage your work orders/queue on a Windows machine. As a Mac user I have to login via VirtualBox. Also, the over-all UI/design is pretty outdated and could use a facelift. **Recommendations to others considering Track-It!:** From my experience, I'd much prefer using JIRA or a similar system. Again, it may just be because we have an outdated version, but it's a pretty painful user experience from my personal experience with the product. **What problems is Track-It! solving and how is that benefiting you?** We use Track-It integrated with SharePoint for internal issue reporting... with the Web site, with intranet, with Infrastructure, etc. ### 35. very helpful tool for daily usage **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** January 19, 2017 **What do you like best about Track-It!?** SnagIt is just the easiest way to explain complicated or technical things.This program captures anything on the screen and does it easily. **What do you dislike about Track-It!?** Have to convert to a smaller format. Greenshot does better job :( **What problems is Track-It! solving and how is that benefiting you?** I am search engine advertiser. I can't give access to client to some of the software where I run reports for client so have to use snagit a lot to capture screens. ### 36. Exactly what we need! **Rating:** 5.0/5.0 stars **Reviewed by:** Dana M. | Network Technician I, Government Administration, Mid-Market (51-1000 emp.) **Reviewed Date:** March 02, 2016 **What do you like best about Track-It!?** My biggest pro for Track-It is the adaptability of the program to meet our needs. The Help Desk module delivers all the information needed to allow competent ticket resolution to our end users. The inventory module allows for customization and ease of sorting for look up purposes. The overall AD integration from importing users to audit assets makes collecting accurate and complete data a breeze. **What do you dislike about Track-It!?** There honestly isn't much I can put here. From operation to customer service this product and company have been great to work with. **Recommendations to others considering Track-It!:** If you are looking for a product that will provide you with adaptable productivity control and increased end user simplicity, then Track-It is for you! **What problems is Track-It! solving and how is that benefiting you?** Our biggest business "problems" that Track-It has been able to address have been "work order" resolution and inventory control. In both instances we have been able to increase productivity by giving our end users a simple interface and an open line of communication. ### 37. Reliable flexible tool for multipurpose helpdesk **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Mechanical or Industrial Engineering | Enterprise (> 1000 emp.) **Reviewed Date:** January 04, 2017 **What do you like best about Track-It!?** Very flexible and relatively easy to configure **What do you dislike about Track-It!?** Some testing requires individual testing and proof of concept on the individual. Proffessional services can assist here **Recommendations to others considering Track-It!:** Highly recommended, i have used the tool at no less than three companies and seen it improve greatly over time **What problems is Track-It! solving and how is that benefiting you?** Workflow and asset management within the tool is added bonus as well as change management / approval process also built into tool once configured properly ### 38. Ok product **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Enterprise (> 1000 emp.) **Reviewed Date:** December 01, 2016 **What do you like best about Track-It!?** It imports emails into ticking system and creates the ticket with users info **What do you dislike about Track-It!?** There is no way to filter by subject or information in the ticket **Recommendations to others considering Track-It!:** Look for a system that allows you to filter customer info. Track it may be cheaper than most others but that's for a reason. This system is too basic **What problems is Track-It! solving and how is that benefiting you?** All IT issues ### 39. TrackIT Review **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** January 25, 2017 **What do you like best about Track-It!?** The ability to track customer issues and build a knowledge base. **What do you dislike about Track-It!?** Navigating the interface was somewhat clunky. **Recommendations to others considering Track-It!:** Consider evaluating **What problems is Track-It! solving and how is that benefiting you?** Repetitive issues; ability to drill down to root issues. ### 40. Basic Help Desk Software **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Accounting | Mid-Market (51-1000 emp.) **Reviewed Date:** June 20, 2016 **What do you like best about Track-It!?** The simple interface is intuitive - quick to learn and easy to use. The ability to track existing tickets is helpful. Ability to add screenshots is very helpful, especially using a snipping tool to share error messages. So much easier that emailing issues to the service desk. **What do you dislike about Track-It!?** Selecting categories for incidents - it isn't always obvious how our help desk wants us to categorize our issues. There's no easy way to prioritize- everyone's own issues is always the priority! **What problems is Track-It! solving and how is that benefiting you?** Help desk and service issue logging and tracking. ### 41. Helpdesk ticketing software **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Law Practice | Enterprise (> 1000 emp.) **Reviewed Date:** July 12, 2016 **What do you like best about Track-It!?** Easy to use very quick to create a ticket and track. The drop down options make it easy to fill in all the information needed. The ease of escalating tickets through email and replying to the email goes straight in the notes. **What do you dislike about Track-It!?** The software was slow to catch up to the times. **Recommendations to others considering Track-It!:** It is a very basic product it needs to move in a direction of a full service option with better inventory and knowledge base depositories. **What problems is Track-It! solving and how is that benefiting you?** Open and track helpdesk tickets to keep a knowledge base of known issues with known solutions. ### 42. good organizer **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Construction | Enterprise (> 1000 emp.) **Reviewed Date:** June 13, 2016 **What do you like best about Track-It!?** The ability to reference information about anything at my fingetips. I can check out inventory, purchasing and see information about what people call the Helpdesk about. **What do you dislike about Track-It!?** The program tends to take a long time to open. It is the type of program that cannot handle a brief network interruption. **Recommendations to others considering Track-It!:** Go for it. I have only had positive experiences with it. **What problems is Track-It! solving and how is that benefiting you?** Managing inventory and tracking purchasing. ### 43. Used with IT for 3 years **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Higher Education | Mid-Market (51-1000 emp.) **Reviewed Date:** July 25, 2016 **What do you like best about Track-It!?** Universal email for request submission; tracking of tasks **What do you dislike about Track-It!?** Not user interactive - would like a dashboard feature for users to know where the task is at all times **What problems is Track-It! solving and how is that benefiting you?** Not being drowned in email requests ### 44. Robust Help Desk software **Rating:** 4.5/5.0 stars **Reviewed by:** Joshua S. | System Engineer, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** July 16, 2015 **What do you like best about Track-It!?** I love the extreme flexibility in customizing how information is presented to you in the Technician Client, and wish other software would adopt the same power and ease of customization for viewing of tabular information. I love how Track-It! can be used to keep track of software licensing, check-ins and check-outs of equipment, purchase history, inventory of assets (manually entered), customizability of reports via Crystal Reports, and how all of these features (aside from Crystal Reports) are easily accessible from the same program client in addition to Help Desk Work Orders (aka "tickets"). I love how there is a BMC Communities website that opens up public discussions about their software. In the past there had not been such a thing and it was difficult to Google or search for solutions (although they did have a Knowledge Base, but it isn't the same as searching for user generated content). I love the Change Management feature because it allows you to have a history of accountability and a way of acquiring approvals from co-workers serving certain job roles in the department. I love how you can have "Assignments" of Work Orders (basically a ticket that is a sub-ticket of another ticket). I love how you can configure a workflow of tickets based on criteria, but feel that BMC Software has room for improvement in this area because it feels like some options are missing between the configuration dialogues and the button when viewing work orders to apply a policy to a ticket (because it meets certain critera). **What do you dislike about Track-It!?** Like any other Help Desk & Inventory/Software-tracking software, Track-It! is not perfect and has its own quirks. I dislike the price tag of 500 USD per Named technician license plus annual support per license, but for a large-small business organization that isn't an issue. I dislike the Remote Control add-on for Track-It! because it is very clunky, has performance issues, does not always work (unreliable), and is a resource hog. I dislike that to have automated asset auditing you have to pay licensing per asset. We do our inventory in Track-It! 100% manually. If you can afford the licensing for enough assets in your organization for automated auditing and integrate the log-in script, it can otherwise be very useful when someone logs a ticket and you are needing to know what asset belongs to them. I dislike how the Solutions module is tied so directly to the Help Desk module that if you have deleting work orders disabled you also cannot delete entries in the Solutions module. Manual maintenance in purging about a dozen different logs is required to prevent Track-It! from bringing its performance to a crawl. If you wanted to automate this, you have to manually setup scheduled tasks and scripts to perform SQL truncation of the systemlog table, maintain database index health, and occasionally rebuild the search database index. Why this couldn't have been automated from the start I without requiring manual intervention I don't know. **Recommendations to others considering Track-It!:** Try the software before you buy it. We were able to get 2-3 months through extensions of trial for Track-It! before we purchased it. You need to see via experience if it is something that will work out well for your department. It is worth taking the time to test it just enough to see if it is maybe something you would like. I recommend dedicating a single person to be the investigator and initial sole administrator of Track-It! so that you have someone on your team who can become thoroughly familiar with Track-It!. This helps because then this person can help to guide the department into using Track-It! effectively and lead into its fullest potential without everyone having to specialize their knowledge in the software. That is what I do for our department and it has worked out well. I have been able to communicate over the years of our Track-It! implementation features of the software that we have not used and how we can make use of them (as I explore and learn them), which has led to a significant growth and dependence on Track-It!. **What problems is Track-It! solving and how is that benefiting you?** Track-It! provides a way for our department to prioritize and keep track of all the requests and issues users (our customers) are experiencing in the organization. By requiring users to log tickets via a well known and published company e-mail address, we can maximize our productivity through less distractions while making sure that each item is investigated and closed. This is what any organization's IT department need granted they are not a small business. This software also helps us to keep track of all of our assets (laptops, PCs, time clocks, TCP/IP video surveillance equipment, etc) and our software licenses. We use the Purchasing module of Track-It!, which has the added benefit of being able to link software licensing to purchases to provide traceability into how we acquired licensed software and proof of ownership through file attachments of invoices. ### 45. Average Tracking system **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** April 27, 2016 **What do you like best about Track-It!?** All your tickets in one place, with ability to route and track. **What do you dislike about Track-It!?** Need to be a little more up to date with the times. Falling behind other companies with features, and ease of use. UI very busy, and little customization. **What problems is Track-It! solving and how is that benefiting you?** Tracking incidents ### 46. Used at my current employer to track work orders for our IT help desk **Rating:** 2.5/5.0 stars **Reviewed by:** Heather K. | Senior Business Analyst, Hospital & Health Care, Small-Business (50 or fewer emp.) **Reviewed Date:** June 08, 2015 **What do you like best about Track-It!?** i like that it can be accessed anywhere, on my work PC or my mobile device **What do you dislike about Track-It!?** my company may not use it to its potential but I think its laking in be able to share your work orders and complete as a team, instead it seems you must re assign to have another person also be assigned to work. Not good for large projects but seems its met for small tasks **Recommendations to others considering Track-It!:** make sure it fits all needs of ur business **What problems is Track-It! solving and how is that benefiting you?** Help desk solution for sure, does integrate with other software ### 47. Way under par **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** January 18, 2014 **What do you like best about Track-It!?** The Track-It Server was stable, and the available data for metrics was useful. **What do you dislike about Track-It!?** The desktop client was prone to crashing, and all entered info on the current ticket would be lost. **What problems is Track-It! solving and how is that benefiting you?** We implemented TrackIt as part of a university help desk ticketing system for desktop support. It allowed us to get insight into how quickly our techs were closing calls, and an accurate look unto their individual workloads. ### 48. No huge complaints, but could definitely be better. **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** February 14, 2014 **What do you like best about Track-It!?** The caller database is easily to navigate and learn. **What do you dislike about Track-It!?** The inability to type in search within routing matrix. **What problems is Track-It! solving and how is that benefiting you?** The help desk I work on solves a multitude of issues ranging from mouse issues to software problems. This system allows us to easily track and create events for callers. ### 49. Excellent **Rating:** 3.5/5.0 stars **Reviewed by:** Kawuma N. | Managing Director, Telecommunications, Small-Business (50 or fewer emp.) **Reviewed Date:** August 28, 2013 **What do you like best about Track-It!?** Maximize value realization with a fully operational and optimized solution » Achieve solution management at low price point with cost-effective expertise » Reduce cost of operations without compromising on quality » Expedite issue resolution through shared accountability **What do you dislike about Track-It!?** Deployment highly skilled, specialized professionals to address your critical solution management, service time outs **Recommendations to others considering Track-It!:** Get it, its the best ### 50. Review of Track-It! 10.0.50 **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Law Practice | Mid-Market (51-1000 emp.) **Reviewed Date:** September 12, 2013 **What do you like best about Track-It!?** Has everything I need - Help Desk module for calls, Library for loaner equipment, Solutions DB. Tech Support is very helpful, too. **What do you dislike about Track-It!?** Web-based version is not as intuitive as the client version. **Recommendations to others considering Track-It!:** Works well with a userbase of 400-500 people. May be overkill for less than 100 users. Should be fine for 1000-2500 users. ## Track-It! Discussions - [What needs improvement with Track-It! to better support your IT help desk operations?](https://www.g2.com/discussions/what-needs-improvement-with-track-it-to-better-support-your-it-help-desk-operations) - [What is Track-It! used for?](https://www.g2.com/discussions/what-is-track-it-used-for) - [View Track-It! pricing details and edition comparison](https://www.g2.com/products/track-it/reviews?page=2§ion=pricing&secure%5Bexpires_at%5D=2026-07-07+15%3A50%3A08+-0500&secure%5Bsession_id%5D=9d3322b8-371b-488a-9554-b129a21e7b5f&secure%5Btoken%5D=908fcea77a3d25c701ad1f37fdf61eaace944ccf26a5547acf61b9379c3f1ca2&format=llm_user) ## Track-It! Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Administration** - Change Management - Asset Management - Reports & Analytics **Incident Management** - Automate Ticket Routing - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration **Service Desk** - Help Desk - Incident Reports - Process Workflow **Generative AI** - AI Text Generation - AI Text Summarization **Reporting** - Dashboards - Time Tracking - Surveys **Management** - Reporting - Administration Console - Access Management - Asset Management - Policy Dictation **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Access & Usability** - Mobile - Self Service - Active Directory **Functionality** - Ticketing System - Performance Logging - Alerting - Automation **Agentic AI - Service Desk** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **Agentic AI - IT Service Management (ITSM) Tools** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards ## Top Track-It! 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