Very powerful help desk product

What are the best aspects of this product?

I like the Technical Client part, where information is presented in a very organized manner, and the fact that the product is flexible enough to allow you to customize it easily. Up to my knowledge, there is no other system equally powerful to deal with tabular data, or to let you customize it. Track-it! is literally made for tracking, this time even check-ins/check-outs of equipment, software licensing, and inventory (you enter that one manually, though). Crystal Reports is another amazing feature for neat and accurate reporting, where data can be accessed via Help Desk Orders too. I like being part of the BMC community forum, where I participate in various public discussions about the software, and share ideas and solutions with other users. It is a great way to solve problems instead of 'googling' for hours to fix a simple bug. Another cool feature is Change Management, where you can track your accountability, and ask for confirmation from other team members with different roles in your project.

What aspects are problematic or could work better?

It is a help desk product, so the expereinced ones among you won't expect it to be perfect. It has its own ups and downs, but less serious than the ones that would appear in similar products. For instance, in order to obtain a Technician License, you have to pay $500, and pay symbolic annual amounts to retain it. I mean...do you see a small business coping with it? Another strong dislike is the way their Remote Control is functioning, there are too many performance issues and it is not reliable at all (sometimes it works, sometimes it doesn't). Finally, I'm against their automated auditing which requires a license of its own. As you can see, the system is 'pay here,pay there', and the audit license is really senseless because we enter inventory absolutely manualy. It is another sign of their tight association between modules, where you can't delete data from one module without causing damage and loss in the other.

What specific problems in your company were solved by this product?

We find Track-it very useful because it helps us track our issue users and their requests. We've imporved their overall experience, and we've benefited from it ourselves. We're recording uncommon growth of productivity, all because we're asking users to log their tickets through a single, already published email address. We're dealing with all issues successfully, leaving nothing to chance. And I must say...our IT department loves it!

Are you a current user of this product?

Yes