We performed a comparison between BMC Track-It! and Freshservice based on real PeerSpot user reviews.
Find out in this report how the two IT Asset Management solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."We can manually capture the assets available within the location."
"The customization of the product and reporting capabilities have allowed us to provide upper management the graphs (data) they request that helps validate specific needs that we (IT) have."
"Using their problem management process, we can use parent/child tickets and set up public views for our problem work orders."
"Track-It! has many features that help make us more efficient and cost effective as a department."
"Using the Help Desk and Purchasing modules, they let us keep track of all the issues in our organization and analyze them for trends."
"Our efficiency has improved drastically due to a massive reduction in phone calls."
"As a department, we have been able to identify problems and resolve them faster because of the centralized database."
"Our users have come to expect availability and quick responses, and we are able to provide this thanks to the Track-IT! solution."
"The most valuable feature is the sandbox, which allows me to test new configurations, automations, and workflows before taking them live on the production system."
"Its ease of use is fantastic. It is just above and beyond, especially when you compare it to something like Cherwell, Salesforce, or anything like that. It is on its own level. It is so easy to administer. The way everything is organized and the way it builds its own documentation is very good."
"It allowed the development team to concentrate on the client’s requirements instead."
"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"The solution has been stable."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"What I have seen in Freshservice is there's no room for customization. Which works as an advantage in some cases and it works as a disadvantage in others. If you are someone that starts managing your IT services, it is a great solution, because there's no way to go out away from the direction of the system. You have to follow the process as it was intended for the designers of a solution because there's no room for customization or configuration."
"The solution’s timely automated triggers increase our IT team’s productivity."
"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."
"The product’s current version could be easier and straightforward to work with small IT organizations, similar to the older version."
"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."
"Their self-service is not user friendly."
"The solution is cumbersome to use."
"The area where we would like to see improvement is in the asset management module."
"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."
"The round robin ticketing feature that they have is not ideal."
"Freshservice's technical support has issues with delays and translations."
"A chat bot needs to be added to the portal."
"On the reporting side, when we were doing reporting, one thing that was a bit of a limitation was when you had a data list containing a list of changes that have occurred for the whole time and you had to fit the list onto a page. If the list went over the page, it would just truncate it at the page. You wouldn't get all your data. So, it didn't work. That was one big stand-out for me. What we tended to do was convert things into a more readable format, and then we had more targeted exception reporting, but it would be nice to have a full list of things that could be automatically generated and that can flow over pages."
"The analytics could be better."
"Freshservice could improve the integration with Microsoft Outlook."
"We'd like better integration with other products."
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, Microsoft Project, Zendesk and ManageEngine ServiceDesk Plus. See our BMC Track-It! vs. Freshservice report.
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