Freshservice vs Track-It! Comparison: Everything You Need to Know Before Choosing

Track-It! is a help desk and IT service management system that has served small and medium-sized organisations for many years. Originally developed by Blue Ocean Software and later owned by BMC, the product is now marketed through its own dedicated brand. It is designed to be affordable to own and easy to install, configure and use, making it attractive to IT teams that need structured support processes without the complexity and cost of enterprise service management suites. The problem Track-It! solves is the lack of visibility and control that arises when IT requests are handled informally through emails, phone calls and hallway conversations. By centralising requests in a fully integrated system, it helps IT departments prioritise work, meet service expectations and maintain a record of incidents, assets and changes. The approach combines core help desk features with IT asset management and self-service capabilities in one package. Key features include incident and work order management, automated ticket assignment and escalation, service level agreement tracking and a self-service portal where users can submit requests and check their status. A knowledge base helps technicians and users resolve common issues, while change management features support planning and approval of IT changes. Asset discovery and inventory tools track hardware and software across the network, helping with licence compliance and lifecycle planning. Purchasing and asset records can be linked to incidents to reveal recurring problems. Reports and dashboards provide insight into workload, performance and trends. Track-It! can be deployed on-premises, which suits organisations that prefer to host their own systems, and mobile access supports technicians in the field. Integration with email and directory services simplifies user management. The product is aimed at IT departments in small and mid-sized businesses, schools, local government bodies and non-profit organisations. Pricing starts from around USD 995, reflecting a licence-based model, with a free trial; there is no permanently free version.