We performed a comparison between BMC Track-It! and Freshservice based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, BMC, Freshworks and others in IT Asset Management."Using their problem management process, we can use parent/child tickets and set up public views for our problem work orders."
"Using the Help Desk and Purchasing modules, they let us keep track of all the issues in our organization and analyze them for trends."
"Track-It! has many features that help make us more efficient and cost effective as a department."
"As a department, we have been able to identify problems and resolve them faster because of the centralized database."
"Our efficiency has improved drastically due to a massive reduction in phone calls."
"The initial setup is pretty easy."
"We use it to create and manage our work orders."
"Our users have come to expect availability and quick responses, and we are able to provide this thanks to the Track-IT! solution."
"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"It is a stable solution. My company hasn't faced any problems with the solution."
"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"The solution’s timely automated triggers increase our IT team’s productivity."
"I do like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly."
"The solution has been stable."
"It allowed the development team to concentrate on the client’s requirements instead."
"We found the initial setup to be very simple."
"The solution is cumbersome to use."
"Track-It! works great for a mid-size company, but anything over 700 employees, and trying to use Track-It! for any other areas of the business is difficult."
"The product’s current version could be easier and straightforward to work with small IT organizations, similar to the older version."
"Their self-service is not user friendly."
"The area where we would like to see improvement is in the asset management module."
"There are a few items that I would like changed or extra features that could be added to our current version of this software, but those are all going to be addressed in a future software update."
"Their analytics need improvement."
"It's hard to interact directly with the users themselves."
"The chat portal is not that great."
"You can't implement a complicated delivery workflow. We don't have the same problems with incident and change workflows. It's only for delivery workflow. They have a mechanism for modifying your incident or change workflow. There's a visual interface for that, so there's no reason not to have the same function for request management."
"The analytics could be better."
"They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan."
"We'd like better integration with other products."
"Some of the ways that tasks are reported on and shown can be better. You can't see tasks in your regular ticket list view. You can't see a combo view of tasks and tickets. It is a little bit difficult to get a solid overview of your list of things to do. You can only see them in separate views, instead of one single view."
BMC Track-It! is ranked 18th in IT Asset Management with 5 reviews while Freshservice is ranked 3rd in IT Asset Management with 29 reviews. BMC Track-It! is rated 7.4, while Freshservice is rated 8.0. The top reviewer of BMC Track-It! writes "Provides good stability, but it could be intuitive and easier to use". On the other hand, the top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". BMC Track-It! is most compared with ServiceNow and BMC Remedy , whereas Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk, Microsoft Project and ManageEngine ServiceDesk Plus.
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