Track-It Reviews & Pricing

by BMC Software | Founded 1980, Houston, TX

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Overview Pricing Benefits Reviews Features

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What is Track-It?

Industry Specialties: Serves all industries

Track-It is a help desk software that assists organizations in managing and resolving IT issues. It provides a centralized platform for logging, tracking, and resolving incidents and service requests. The software is suitable for businesses of all sizes, particularly those with complex IT environments and a need for efficient issue management.

Key benefits of Track-It include improved issue resolution time, enhanced communication between IT support and users, and increased visibility into IT operations. Popular features include automated ticket routing, knowledge base management, and reporting and analytics. Compared to similar products, Track-It is known for its user-friendly interface, customization options, and scalability.

Pricing for Track-It varies depending on the number of users and support requirements. It is typically offered on a per-user, per-month basis.

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User Sentiment

Based on 304 reviews:

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Track-It Pricing

Based on our most recent analysis, Track-It pricing starts at $50 (Monthly).

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Starting From: $50
Pricing Model: Monthly
Free Trial: Yes, Request for Free

Training Resources

Track-It is supported with the following types of training:

Documentation
In Person
Live Online
Videos
Webinars

Support

The following support services are available for Track-It:

Email
Phone
Chat
FAQ
Forum
Help Desk
Knowledge Base
Tickets
Training
24/7 Live Support

Track-It Benefits and Insights

Why use Track-It?

Key differentiators & advantages of Track-It

Enhanced Efficiency: Streamline your support processes with automated ticketing, ticket routing, and customizable workflows.
Improved Customer Satisfaction: Provide prompt and effective support through multiple channels, ensuring customer satisfaction and loyalty.
Increased Productivity: Empower agents with a user-friendly interface, knowledge base access, and collaboration tools to resolve issues swiftly.
Cost Reduction: Optimize resource allocation and reduce operating expenses by automating routine tasks and improving first-call resolution rates.
Data-Driven Insights: Gain valuable insights into support trends, performance metrics, and customer feedback to make informed decisions and improve service delivery.
Scalability and Flexibility: Adapt to growing support demands and integrate seamlessly with your existing systems to ensure scalability and flexibility.
Improved Collaboration: Facilitate seamless collaboration between support teams, technicians, and customers, ensuring timely issue resolution.
Enhanced Security: Protect sensitive data with robust security measures, ensuring compliance and safeguarding customer information.
Mobile Accessibility: Empower agents with mobile access to the help desk, enabling remote support and efficient issue management.
Reduced Downtime: Minimize system downtime and ensure business continuity with proactive monitoring and automated alerts.

Industry Expertise

Track-It, a comprehensive Help Desk Software, excels in providing tailored solutions for a wide range of industries. Its expertise encompasses IT service management, customer support, asset management, and project management. Track-It's intuitive interface and customizable features make it ideally suited for businesses of all sizes, particularly those seeking an efficient and effective way to manage their help desk operations.

Track-It Reviews

Average customer reviews & user sentiment summary for Track-It:

304 reviews

78%

of users would recommend this product

Synopsis of User Ratings and Reviews

Based on an aggregate of Track-It reviews taken from the sources above, the following pros & cons have been curated by a SelectHub Market Analyst.

Pros

Intuitive Interface: User-friendly dashboard and customizable workflows streamline ticket management, making it easy to track and resolve issues.
Automated Workflows: Automates routine tasks such as ticket assignment, escalation, and notifications, freeing up agents to focus on complex issues.
Robust Reporting: Provides comprehensive reports and analytics that help IT teams identify trends, measure performance, and make data-driven decisions.
Extensive Integrations: Integrates with various business systems, including CRM, ERP, and monitoring tools, for seamless information exchange.
Knowledge Base Management: Allows users to create and share a centralized knowledge base, reducing ticket volume and improving self-service capabilities.

Cons

Complex Interface: Track-It's interface is often criticized for being cluttered and difficult to navigate, leading to a steep learning curve and reduced productivity.
Limited Customization: While Track-It offers some customization options, users often find them insufficient for tailoring the software to their specific needs.
Lack of Automation: Track-It's automation capabilities are limited, requiring manual intervention for many tasks, which can increase workload and reduce efficiency.
Insufficient Reporting: Track-It's reporting features are often considered basic and lack the depth and flexibility needed for comprehensive data analysis.
Integration Challenges: Integrating Track-It with other systems can be complex and time-consuming, hindering collaboration and data sharing.

Researcher's Summary:

Track-It is a user-friendly and customizable help desk software that simplifies ticket management and streamlines IT processes. Its strengths lie in its intuitive interface, robust automation capabilities, and comprehensive reporting suite. These features enable users to quickly resolve incidents, track progress, and identify areas for improvement. Compared to similar products, Track-It stands out with its customizable workflows that adapt to specific business needs, reducing manual tasks and improving efficiency.

However, some users have reported occasional performance issues, particularly in large-scale environments. Additionally, the reporting functionality, while comprehensive, may require additional customization to meet specific requirements. Despite these drawbacks, Track-It remains a highly recommended solution for businesses seeking a feature-rich and scalable help desk software. Its strengths in incident management, automation, and reporting make it an ideal choice for organizations looking to streamline their IT operations and improve customer satisfaction.

Key Features

Help Desk and Ticketing: Boost customer satisfaction and resolution rates, keep workflows from falling through the cracks and reduce costs. Check and analyze the amount of IT work, time spent on workflows, priorities of open tickets and top issues impacting business.
HR and Facilities Management: Get access to tools such as Active Directory integration, a ticket timer, ticket templates, Service Level Agreements (SLAs), scheduled tickets, parent/child tickets, scheduled reports, automatic email to ticket conversion, escalations and notifications, skill routing and automatic prioritization.
Change Management: Eliminate financial loss and downtime from unapproved and unplanned changes. Use a system that efficiently tracks, requests, reviews and approves network changes through effective enforcement, review and approval automation.
Knowledge Management: Save money, efforts and time by building a database of answers and solutions with the help of lessons from previous help desk tickets.
Mobile App: Save time and improve team efficiency by adding and updating tickets while on the go.
Purchasing: Keep track of all IT-related purchases, including details such as items ordered, vendor-used equipment, part numbers, quantities, serial numbers, tax information and prices.
Self-Service: Allow customers to access the Self-Service Web Portal to submit new requests, check the status of previously submitted tickets, look for solutions to repeated problems, access asset information and reset passwords.
REST Web Service APIs: Integrate custom applications, intranet pages and other software systems with the product’s Web APIs.
Compliance Management: Import a SCAP template to the endpoint, create compliance rules and automate remediation. Manage power usage and devices, normalize software catalog, secure inventory and prepare for audits.
IT Asset Management Software: Discover endpoints with all IP addresses, manage assets and financial values, keep a check on detailed software and hardware inventory, connect and manage devices remotely, put software and patches immediately and automate critical tasks along with operational guidelines.
Patch Management: Ensure that endpoints are protected from threats and distribute patches to help enforce security policies through a centralized patch deployment tool for operating applications and systems.
Remote Management: Boost customer satisfaction by providing agents access to help desk software from anywhere with a single click so that they can offer world-class customer support regardless of their location and device availability.
Software Deployment: Deploy operating systems and software to new or existing platforms within the network. Release technicians for other tasks and help them perform efficiently and effectively.
Software License Management: Customize the software titles for tracking along with files or applications that make up software license titles. Specify the number of licenses the organization owns for each application and check how many systems on the network have each software title installed.
Dashboards and Analytics: Make report automation easy with robust dashboard reporting software and get an instant view of essential performance indicators.
Scheduled Email Reports: Optimize asset management and help desk operations by monitoring key metrics and scheduling email reports through an automated reporting process.

Limitations

At the time of this review, these are the limitations according to user feedback:

Some tools and features are inflexible and difficult to manage.
Reports are hard to write and it is difficult to use at times.

Suite Support

Learn more about the product and its capabilities through customer stories, FAQs, knowledge articles, videos, webinars and community.

Email: Not available on the website.

Phone: 1 (800) 218-3373.

Training: Get hands-on experience with capabilities and concepts through library and reporting modules. Register for instructor-based training or bootcamp and learn about installing, managing and configuring the product. Enroll for video-training series and get expertise on the product within the comfortable corners of home.

Tickets: Not available.