Compare Teamwork Desk, Track-It!, BMC Remedy, and Micro Focus Service Management Automation (SMAX)

Pricing

 
Starter
$7 per agent, per month (billed annually)
 
Plus
$13 per agent, per month (billed annually)
 
Pro
$25 per agent, per month (billed annually)
 
Enterprise
Contact Us Billed annually
 
Free Trial
Free Trial Unavailable
Free Trial Unavailable
Free Trial Unavailable
Teamwork Desk
Starter
$7per agent, per month (billed annually)
Plus
$13per agent, per month (billed annually)
Pro
$25per agent, per month (billed annually)
Enterprise
Contact UsBilled annually
Free Trial
Track-It!
Free Trial Unavailable
BMC Remedy
Free Trial Unavailable
Micro Focus Service Management Automation (SMAX)
Free Trial Unavailable

Ratings

Meets Requirements
Meets Requirements
8.9
7.7
7.9
8.2
Ease of Use
Ease of Use
8.6
7.8
7.1
7.4
Ease of Setup
Ease of Setup
8.6
7.3
6.9
7.1
Ease of Admin
Ease of Admin
8.9
7.8
7.2
7.5
Quality of Support
Quality of Support
8.9
7.7
7.3
7.6
Ease of Doing Business With
Ease of Doing Business With
8.9
7.9
7.9
8.1
Product Direction (% positive)
Product Direction (% positive)
9.2
5.6
5.8
6.8
Meets Requirements
Teamwork Desk
8.9
Track-It!
7.7
BMC Remedy
7.9
Micro Focus Service Management Automation (SMAX)
8.2
Ease of Use
Teamwork Desk
8.6
Track-It!
7.8
BMC Remedy
7.1
Micro Focus Service Management Automation (SMAX)
7.4
Ease of Setup
Teamwork Desk
8.6
Track-It!
7.3
BMC Remedy
6.9
Micro Focus Service Management Automation (SMAX)
7.1
Ease of Admin
Teamwork Desk
8.9
Track-It!
7.8
BMC Remedy
7.2
Micro Focus Service Management Automation (SMAX)
7.5
Quality of Support
Teamwork Desk
8.9
Track-It!
7.7
BMC Remedy
7.3
Micro Focus Service Management Automation (SMAX)
7.6
Ease of Doing Business With
Teamwork Desk
8.9
Track-It!
7.9
BMC Remedy
7.9
Micro Focus Service Management Automation (SMAX)
8.1
Product Direction (% positive)
Teamwork Desk
9.2
Track-It!
5.6
BMC Remedy
5.8
Micro Focus Service Management Automation (SMAX)
6.8

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
80.0%
12.0%
4.1%
9.6%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
17.1%
56.0%
21.9%
21.2%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
2.9%
32.0%
74.0%
69.2%
Teamwork Desk
Small-Business
80.0%
Mid-Market
17.1%
Enterprise
2.9%
Track-It!
Small-Business
12.0%
Mid-Market
56.0%
Enterprise
32.0%
BMC Remedy
Small-Business
4.1%
Mid-Market
21.9%
Enterprise
74.0%
Micro Focus Service Management Automation (SMAX)
Small-Business
9.6%
Mid-Market
21.2%
Enterprise
69.2%

Reviewers' Industry

 
Marketing and Advertising
23.4%
Information Technology and Services
13.5%
Information Technology and Services
32.6%
Information Technology and Services
25.4%
 
Information Technology and Services
19.1%
Hospital & Health Care
9.4%
Telecommunications
9.1%
Hospital & Health Care
10.2%
 
Internet
8.5%
Higher Education
7.3%
Hospital & Health Care
6.2%
Insurance
8.5%
 
Computer Software
8.5%
Utilities
5.2%
Higher Education
4.3%
Airlines/Aviation
8.5%
 
Logistics and Supply Chain
6.4%
Law Practice
5.2%
Computer Software
4.3%
Utilities
3.4%
 
Other
34.0%
Other
59.4%
Other
43.5%
Other
44.1%
Teamwork Desk
Marketing and Advertising
23.4%
Information Technology and Services
19.1%
Internet
8.5%
Computer Software
8.5%
Logistics and Supply Chain
6.4%
Other
34.0%
Track-It!
Information Technology and Services
13.5%
Hospital & Health Care
9.4%
Higher Education
7.3%
Utilities
5.2%
Law Practice
5.2%
Other
59.4%
BMC Remedy
Information Technology and Services
32.6%
Telecommunications
9.1%
Hospital & Health Care
6.2%
Higher Education
4.3%
Computer Software
4.3%
Other
43.5%
Micro Focus Service Management Automation (SMAX)
Information Technology and Services
25.4%
Hospital & Health Care
10.2%
Insurance
8.5%
Airlines/Aviation
8.5%
Utilities
3.4%
Other
44.1%

Reviews

Most Helpful Favorable Review
Most Helpful Favorable Review
G2 Crowd User in Information Technology and Services

I love that this program integrates nicely with teamwork projects - the task management program we use. It also helps us as a team manage emails coming in and make sure our clients are taken care of.

G2 Crowd User in Law Practice

Has everything I need - Help Desk module for calls, Library for loaner equipment, Solutions DB. Tech Support is very helpful, too.

Michael D.
User in Industrial Automation

We use this product for Work order assignment and review. I like that it is available via a web portal so that our techs can be on site to get information about the work ticket and also search the knowledge base that we built, we are able to post "How to"...

Thore S.
Administrator in Information Technology and Services

Complete overview, all tasks/processes in one tool. Integration with IDOL gives BigData power where we need it to be: A part of our workflow. Version 9.34 with Smart Analytics improves ticket registration/ticket quality at Service Desk and combined with Hot...

Most Helpful Critical Review
Most Helpful Critical Review
Elyssa R.
User in Information Technology and Services

On the startup plan, a lot of features are blocked off Developers still like zendesk more Not as many features as zendesk (according to developers)

G2 Crowd User in Information Technology and Services

Old, slow software. Not kept up to date. No Mac client.

G2 Crowd User in Telecommunications

* Creating reports is very kludgy and not GUI. * To run a query you have to know old school query symbols like <, =, etc. * My company has done a lot of customizations to Remedy and we are currently running many versions of the software- so I feel like...

Christopher K.
User in Information Technology and Services

Not probably but definitely the worst Customer Service Desk software I have encountered. The ITIL compliance and reporting might be a big draw card as well as the HP logo but that is where it ends. Administrative overhead is time consuming while the...

 
Teamwork Desk
Most Helpful Favorable Review
G2 Crowd User in Information Technology and Services

I love that this program integrates nicely with teamwork projects - the task management program we use. It also helps us as a team manage emails coming in and make sure our clients are taken care of.

Most Helpful Critical Review
Elyssa R.
User in Information Technology and Services

On the startup plan, a lot of features are blocked off Developers still like zendesk more Not as many features as zendesk (according to developers)

Track-It!
Most Helpful Favorable Review
G2 Crowd User in Law Practice

Has everything I need - Help Desk module for calls, Library for loaner equipment, Solutions DB. Tech Support is very helpful, too.

Most Helpful Critical Review
G2 Crowd User in Information Technology and Services

Old, slow software. Not kept up to date. No Mac client.

BMC Remedy
Most Helpful Favorable Review
Michael D.
User in Industrial Automation

We use this product for Work order assignment and review. I like that it is available via a web portal so that our techs can be on site to get information about the work ticket and also search the knowledge base that we built, we are able to post "How to"...

Most Helpful Critical Review
G2 Crowd User in Telecommunications

* Creating reports is very kludgy and not GUI. * To run a query you have to know old school query symbols like <, =, etc. * My company has done a lot of customizations to Remedy and we are currently running many versions of the software- so I feel like...

Micro Focus Service Management Automation (SMAX)
Most Helpful Favorable Review
Thore S.
Administrator in Information Technology and Services

Complete overview, all tasks/processes in one tool. Integration with IDOL gives BigData power where we need it to be: A part of our workflow. Version 9.34 with Smart Analytics improves ticket registration/ticket quality at Service Desk and combined with Hot...

Most Helpful Critical Review
Christopher K.
User in Information Technology and Services

Not probably but definitely the worst Customer Service Desk software I have encountered. The ITIL compliance and reporting might be a big draw card as well as the HP logo but that is where it ends. Administrative overhead is time consuming while the...

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Micro Focus Service Management Automation (SMAX)
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