Prós e Contras de BMC FootPrints

Nada de mais, mas funcionou. Não havia muito para gostar. Análise coletada por e hospedada no G2.com.

Supervalorizado e o relatório era péssimo. Não sou fã da plataforma. Análise coletada por e hospedada no 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. Análise coletada por e hospedada no 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. Análise coletada por e hospedada no G2.com.

O que eu mais gosto no Footprints Service Desk é que ele é altamente configurável. Você pode criar todos os tipos de categorias e agrupar equipes. Eu gosto de poder responder a um e-mail que foi gerado pelo sistema em vez de ter que abrir o aplicativo web. Análise coletada por e hospedada no G2.com.

A coisa que eu não gosto no Footprints é que a interface é simplesmente muito carregada. Há muitas caixas e botões por toda parte. A maioria deles nunca é usada. Caixas demais, suponho que isso possa ser modificado, mas não está claro como fazer isso a partir do nível do usuário. Análise coletada por e hospedada no 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. Análise coletada por e hospedada no 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. Análise coletada por e hospedada no G2.com.

Footprints permite a um usuário gerenciar várias coisas no ambiente de trabalho, como central de serviços e automação de fluxo de trabalho, gerenciar mudanças, solicitações de serviço e outros tipos de incidentes. É um software muito bom para resolução de casos. Análise coletada por e hospedada no G2.com.

Não há muitas coisas para não gostar no software Fooprints. Eu diria que a configuração inicial pode ser difícil. Para aqueles que não entendem muito de tecnologia, também pode ser difícil entender como ele funciona e quais são todas as funções possíveis. Análise coletada por e hospedada no G2.com.

I think it’s super convenient we can send and monitor and track IT Support requests from any location. Análise coletada por e hospedada no G2.com.

At this time I have not found anything about footprints that I dislike Análise coletada por e hospedada no 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. Análise coletada por e hospedada no G2.com.

Even when "pared down," has many more fields than we need. Análise coletada por e hospedada no G2.com.

Footprints provides a very easy and convenient way for me to open IT related issues for my students. Análise coletada por e hospedada no 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. Análise coletada por e hospedada no 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). Análise coletada por e hospedada no 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. Análise coletada por e hospedada no 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. Análise coletada por e hospedada no 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. Análise coletada por e hospedada no G2.com.