Helpt Nederlandse bedrijven al 15 jaar
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Track-It!
Wat is Track-It!?
Volledig geïntegreerde helpdesk en IT Asset Management-systeem, ontworpen voor kleine tot middelgrote bedrijven als betaalbare optie, eenvoudig te installeren en configureren en gemakkelijk te gebruiken. Track-It! omvat modules voor helpdesk, middelenbeheer, verandermanagement, inkoop, zelfbediening, dashboards, rapportage, SLA's, bedrijfsregels en meer.
Wie gebruikt Track-It!?
Helpdesk en IT Asset Management-oplossing voor alle bedrijven met functies zoals het aanmaken van tickets, geautomatiseerde e-mails, prioritering, meldingen/escalaties, rapportage en meer.
Twijfels over Track-It!?
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Track-It!
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Reviews over Track-It!
Solid option for companies seeking a home grown solution !
Opmerkingen: Control of all my IT department, Assets, ticketing, workload, licences, puchases and knowledge base!
Pluspunten:
This is a product that will satisfy your needs, but you have to configure it to do so, all the modules are based and linked among them so this will be a easy to use tool!
Minpunten:
there's no service Catalog, but you can cuastomize one in the categorization and schedule module!, I also think that the module regarding to Training could be a bit more rich in terms of having the course materials in there.
Track-It, The Best Helpdesk software I have used
Opmerkingen: I have used Track-It for a many years during my tenure at four different companies. Track-It is a solid product that will increase the efficiency and effectives of your Helpdesk. The Self-Service module saves our Helpdesk time from interruptions by calls and walk-ups. Users can solve many of their issues with the Self-Service Module. The Module can help users with changing their own passwords after authentication, looking-up common solutions to problems, or fill out a detailed help request form. Track-It can prioritize your work orders and distribute to correct person based on the incoming Work Order Requests. Emails are automatically sent to users if status updates and the resolution are desired. The Assets Tracking module has helped account for all the hardware and to who has been assigned. The discovery option will automatically find the hardware on the network. The License Module helps the organization stay in compliance by tracking the authorized license count. It is a wonderful system and I recommend that you try Track-It.
Pluspunten:
Ease of use Functionality Cost Support User Advocate Web Site Innovations
Minpunten:
purchasing module
Just Say NO! to BMC
Opmerkingen: We had also used Track-it around 10years ago and had warm fuzzy feelings towards it then. The reviews here made it sound like it was still a winner, yet sadly we found our experience this time was completely negative. From the beginning their sales and licensing team couldn't get our license emailed out and claimed it was blocked yet our firewall never supported their claim. Response times were not great and it takes more than a few days to even get simple responses. The sales team has made lots of excuses, told us how since BMC took over that things have steadily gone down hill and when we finally said enough is enough, we got endless run around about a refund. From this experience we felt like they picked up a once great software to fill out their line- card and didn't do a great job folding it into the their existing package. I would cation everyone from going with Track-it unless your already more than familiar with BMC and their ways and only if it's not to late to move yourself into a better suite, DO IT! We researched more and after much testing picked Tool & Asset Manager 2.0 which was half the cost and worked right out of the box with no problems. We rolled out and within a month had the organization audited and tagged. We can't comment on the rest of the BMC suite so as with all reviews take this one with a grain of salt, but our warm fuzzy feelings from using it before couldn't help the fundamental failures of its present state. JUST SAY NO TO BMC!
Pluspunten:
The software had a nice interface. It's layout is sectioned off so you look at each integration module separately.
Minpunten:
Track-IT has fallen from it's once glory days now that BMC owns it and pushed to have it integrate with their "Free" help-desk. We went looking for Asset management not help-desk and were left with nothing but frustration and disappointment. The BMC client service installs as part of the network discovery but it will not uninstall. You have to manually remove it. The 995 package comes with 50 licenses and because it hinges on the help-desk module it can only go out and find 50 endpoints which handicaps you into purchasing more licensing. It runs over SQL of course like more asset software, however when the software was installed over a fresh copy of 2016 Server it took several sessions with their engineer/helpdesk to get things running which should never have been needed. The sql services fault and have to be restarted manually which also should never happen repeatedly and their engineer/helpdesk could not correct this. Last on the list but slightly more important is that they are build on older coding so you can't use special characters in your passwords and there is no two factor authentication. In this day and security critical age, that is the straw that will break your back and find your system possibly for ransom~
Reactie BMC Software
3 jaar geleden
I am sorry to hear that you had such a bad experience. I am not sure what you mean by Free help desk as we do not offer a free version. That said, it sounds like you were focused mainly on the client management feature and the things you mentioned should have been resolvable. Sounds like it is too late now but I hope the solution you picked does what you need.
I have worked for more than 4 years with the application and it is very useful to classify incidents
Opmerkingen: Good control of the Helpdesk department management and reporting
Pluspunten:
The knowledge database is very broad, it is very good to classify types of incidents and to measure the productivity of the work team. Its cost is not very high
Minpunten:
Apparently there is no version for Android or IOS, sometimes I think the application is a bit slow and the design is a little outdated.
It does the job without much problems
Opmerkingen: Simple to use
Pluspunten:
It allows you to customize the ticket forms based on the business requirements, giving us the opportunity of making ticket forms designed for different departments
Minpunten:
The ticket forms cannot be formatted to match the business look and feel, it does not offer the option to alert support reps about outstanding tickets
