Numara's Track-It help desk software tested
The Numara Track-It! suite is available in 3 versions:
- Track-It! 6.0 Single user (1 named technician, audit 25 PCs, Crystal Reports not included): $495
- Track-It! 6.0 Standard Version (5 named, audit 100 PCs, Crystal reports bundled): $995
- Track-It! 6.0 Enterprise (Standard version plus, designed for large organizations): Price unknown
And a number of add-ons:
Track-It! Alert
Provide technicians with notification and escalation capabilities using pager and email.
Track-It! Audit
Collect detailed hardware and software information from Windows 9x, NT, 2000 and XP systems.
Track-It! Audit Plus
Manage and initiate auditing from a central console for added flexibility
Track-It! Deploy
Intall and update software on every local, mobile and remote PC, laptop or server across your entire organization from one place
Track-It! KnowledgeBase
bGives instant access to thousands of problems/resolutions to leading Microsoft, Netscape, Novell, Lotus, Adobe applications.
Track-It! Mac Audit
Collect detailed hardware and software information from Apple Macintosh systems.
Track-It! Password Reset
Enable users to request or reset their passwords without technical support.
Track-It! Receive
Captures emails from applications, network management tools and end users, and automatically converts them to work orders. Additionally, users can check the status of their work orders and add additional information.
Track-It! Remote
Remotely control PCs from within Numara Track-It!, including bi-directional file transfers and chat sessions.
Track-It! Sync
Create, edit and close work orders remotely with handheld computers
Track-It! Self Service
Give users the ability to submit work orders including attachments , view status of their work orders and messages from help desk staff, search Numara Track-It! Solutions for self help, and perform an audit on their PC.
Track-It! Self Service Plus
Add your own problem/solution entries to the database and allow end-users to search for solutions in freeform style.
Track-It! Technician Web Web enables Track-It!
Track-It! User Synch
Integrates with Microsoft Active Directory and/or LDAP to automate population of user and technical information in Track It.
My Impressions
I have tested Track It Single user version against the following areas, where I grade them with stars, 1 thru 5 (more is better):
- Functionality: I look for useful functions rather than a lot
- Customizability: If you need to align your tool to your business, you'll probably need to customize the tool
- Ease of use: A helpdesk tool must aid, not hinder, the support process
- Speed: Any customer service rep that had to wait on a system while talking to
a customer, understands the "need for speed"
:-) - Reliability: You need a tool you can trust, with data integrity, and that works when you need to
The Score
FunctionalityTrack It Help desk software has an impressive set of functions, even in the single user version, and they offer even more if you consider the add-ons. Note that functionality is especially geared toward IT support, with PC and Mac auditing functions, and possibility to track inventory, purchases and training. The standard set of reports also leaves little to be desired. ***** 5 stars.
Customizability
Track It has plenty of possibilities to customize fields as needed. You do not have the possibility to change work order screens. In the single user version, crystal reports is not included, but it offers full flexibility to create reports as you like **** 4 stars.
Ease of Use
The Track It Suite is very extensive, and needs some getting used to. Having said that, I feel that it’s very easy to learn. Screens are set up logically, and functions are always easily found. ***** 5 stars.
Speed
I must say that Track-It! is working very fast. In large organizations you may need to switch to the Enterprise version to keep adequate speed and stability (by utilizing MS-SQL or Oracle databases) ***** 5 stars.
Reliability
Throughout my testing, the Track It help desk software worked without a glitch ***** 5 stars.
Conclusion
Numara’s Track-It! is the best help desk software of packages I’ve tested so far. It’s speed, reliability and ease of use, is only surpassed by its extensive functionality portfolio. It’s the first package to make it to my prestigious (ahem!) "Best Help desk software" list. Highly recommended!***** I give Track It Help Desk Software 5 stars out of 5.
