BMC FootPrints Review

PROS: I like that I'm able to access my students' tech-related issues quite conveniently.

CONS: One or two follow-up emails would be enough, instead of a barrage of emails that tend to flood my inbox.

PROS: Footprints is great tool when it comes to capturing data and automating workflows. It has great reporting capabilities that allow us to run and manage reports and export data in CSV format and this means that you can easily manipulate data by using other programs. It has great features for automation like notification rules and great workflow ticket templates for creating master ticket with few subtaosks for jobs.

CONS: Footprints has great chart-based reports but they are extremelly limites and complicated to use. In addition, the automation features are not easy to set up and there’s a steep learning curve. Furthermore, there is no real way to customize own workspace without the access to whole Footprint organization.

PROS: I like that with the Footprints software, we are able to multi-task in terms of the management of various service desk functionalities, including automating workflow, managing changes, and other kinds of service requests.

CONS: Configuring and understanding how each functionality works was tricky in the beginning, but there really is nothing major that I don't like about the Footprints software.

PROS: I like the convenience that BMC FootPrints brings because we are able to monitor and respond to requests made to IT Support from any of our offices.

CONS: I don't have anything at the moment.

PROS: Footprints is great business process automation. I like that even it is 100% ITIL it is not made to deal with IT processes only. It helps to automate your organization, service desk department (Finance, HR, Legal and Inventory unit as well.

CONS: It is a fact that the service analytics module for reporting and dashboard are powerful and reliable but they could make them even more flexible or they could add third party reporting solutions integrations like BMC.

PROS: What I like about this app is that it allows you to create quick descriptions and case templates. You can also access knowldege base articles and create reports that contain detailed analysis of ticket data all in one place. You can also perform surverys on customer satisfaction.

CONS: The disadvantage of the app is that its interface is slow at times. Also, if you open a case it opens in a different window instead of another tab.

PROS: First of all, I like its simplicity it doesn’t take lot of time to learn it. The process of adding multiple assignes to one ticket and escalating to other groups is useful. I really like this ticketing programs, the reporting aspect is powerful and we are able to create own reports based on specific criteria. The customer gets notification when closing the ticket.

CONS: I think that it slows down the flow when working on or opening a ticket. The other thing that seems awkward is the fact when lot of people work on same ticket only one person who closes the ticket gets the credit.

PROS: We use Footprints for years and within those years we have experienced only 2 issues with the website. I enjoy creating thorough ticket templates for documenting issues. Also, the dashboard is great for reporting. We can quickly create ticket types for specific office through customizable data range and to keep track of problem types.

CONS: I don’t like that it allows me to see one queue at a time and I don’t like the switching from one queue o another.

PROS: It is very customizable solution with lot of customizable fields and features, it has lot of layers within the ticket categorizing components. In my experience I found global ticket system extremely useful.

CONS: I don’t like that I have to manually browse name under the group, they could make it evn more simple with drop down feature. In addition, there are always delays after updates.

PROS: BMC is one of the best ticketing systems that I have used. The nice thing about BMC is the ease of use since it doesn't take long to get accustomed to using it. The ability to add multiple assignees to one ticket is very helpful. The reporting feature enables you to create your own reports based on certain criteria. More so, it alerts the customers when you close their ticket

CONS: The downside about BMC is that it slows down the flow when you are working or opening a ticket, thus adding the time spent on each ticket. More so, in cases where more than one team member has worked on the same ticket, only the team member who closes the ticket will get the credit.

PROS: The most oustanding features of BMC is a built in reporting functions, the ability to save personal and public searches and the use auto lookup fields for user information.You can use templates to save time and keep ticket documentation consistent. The app is very efficient and offers consistent performance during save functions and runing reports.

CONS: The search function needs improvement because sometimes when it's difficult to find a past ticket that I know exists because I don't know the contact name. The keyword search also needs improvement because most times it doesn't find the expected results.