Track-It!

Excellent and Economical entry level and small business Help Desk tool

I have been working with Track-It! for over five years now, happily watching how it continues to develop and evolve with each new iteration.
Track-It! is incredibly easy and intuitive to install and configure, and it comes out of the box with all the features that most small organizations need to get going with a Help Desk tool. It is best suited for organizations that are taking their first steps to go from a manual to an automated Help Desk system, organizations that have outgrown a basic, home-made help desk system, and any organization that requires a full-featured, solid and easy to use help desk system at an affordable price.

Pros:
* Very easy to install and configure
* Very easy and intuitive to use
* Mature and very stable software (Version 11.4 as of this writing)
* Excellent technical support
* Excellent tips and tricks support from a very active users and developers community (through BMC's communities site)
* Economical, starting at under $1,000
* All-included, full-featured software. Includes Help Desk, Asset and Software License Management, basic Change Management, a Self Service Portal, and a Mobile Interface, among its many features.
* Includes the powerful Crystal Reports as its main built-in reporting engine.

Cons:
* Limited customization options - may not be suitable for organizations with highly specialized needs.
* Does not support compartments / separate workspaces / multi-organizations configurations.
* No Cloud version available at this stage.
* Report Customization requires knowledge of Crystal Reports. This is fine for organizations that have CR experts on board, but requires some learning effort if no one is familiar with CR.

Altogether, this is an ideal and very affordable tool for its target market. There are tools available that offer either more features or more flexibility, but either at a considerably higher cost, or at the expense of quality, stability and/or level of customer support.

Track-IT by Numara

For the most part, it's a good experience. Their support portal is a little confusing at first but once you're in, their support is very good. I've had to call them a couple times and had my issues resolved quickly.

TrackIT is an average product that has not changed much in 10 years

BMC Track-It keeps track of our users incidents

Generally good. The user experience can be difficult with updates that are not particularly helpful but from a technician perspective, the software does what we need. Reports are hit and miss at times when incidents do not get properly classified, so overhead is a little higher than I would have expected.

Good asset management software

We manage several hundred computers, users, software licenses and a solutions database in our IT department. We use track-it to automatically audit all devices that connect to our network and keep track of where the item is and who it is assigned to. We also keep track of software licensing and help desk requests and tickets.