Track-It!

3.6
(70)

A fully integrated IT Help Desk and Asset Management solution for small to mid-sized organizations.

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Track-It! Features

Incident Management

Automate Ticket Routing

Routes tickets automatically to the appropriate user.

78%
(Based on 27 reviews)

Ticket Prioritization

Prioritizes tickets based on factors configured by the user.

79%
(Based on 28 reviews)

Ticket Notifications

Notifies the IT team when a ticket needs action.

88%
(Based on 29 reviews)

Knowledge Base

Provides a forum for answers to common questions.

69%
(Based on 25 reviews)

Knowledge Base/Ticket Integration

Integrates knowledge base articles into a ticket.

70%
(Based on 26 reviews)

Knowledge Share

Knowledge Base

Provides a repository of information that can be used by those seeking support.

75%
(Based on 12 reviews)

Searchable Articles

Makes articles in the knowledge base searchable on the web.

67%
(Based on 11 reviews)

Community Forums

Enables users to engage with other users to solve common issues.

n/a

Interactive FAQs & Forums

Allows site administrators to participate in forums and update FAQs accordingly.

n/a

Reporting

Dashboards

Displays important metrics relating to performance.

69%
(Based on 27 reviews)

Time Tracking

Tracks time worked on a ticket.

76%
(Based on 24 reviews)

Surveys

Provides surveys to measure employee satisfaction.

69%
(Based on 19 reviews)

Interaction

Web Portals

Takes users to a customer-based site location, customized to match the site. Can either be public or require login.

78%
(Based on 11 reviews)

Forum to Reponse

Creates tickets from forum questions that were not resolved within the community.

73%
(Based on 9 reviews)

Tickets and Tagging

Troubleshoots problems with clients who have created a ticket in an attempt to provide a likely solution before taking the problem to support personnel.

88%
(Based on 12 reviews)

Live Chat

Embeds live chat capabilities within self-service tools.

70%
(Based on 6 reviews)

Access & Usability

Mobile

Enables access to service desk features via mobile device.

71%
(Based on 13 reviews)

Self Service

Enables employees to view the status of their tickets.

75%
(Based on 21 reviews)

Active Directory

Provides a directory of all users within an organization.

83%
(Based on 22 reviews)

Multi-Channel Access

Enables access to service desk features through multiple channels such as email, phone, or the portal.

n/a