User Reviews

( 23 customer reviews )

Pros

The PhaseWare team was responsive to every special need and request that we made, including some significant customizations to the program. They even set up a custom demo installation on their own servers, and left it active for testing and training during our entire implementation period. Every member of their team was intelligent, personable, and provided great customer service.

PhaseWare handles Tracker support using its own software - something we were surprised to find that some competitors don't do-- and their Self Service Center is highly usable with active community forums and great downloadable documentation. They include a Suggestions forum, and the newest version of Tracker includes many of those suggestions.

The software is scalable and reliable, and provides us flexibility to make changes that fit our workflow and reporting needs.

Cons

The Self Service Center is a bit blocky looking "out of the box" and is missing some features that are offered by many competitors (like "email this article" and "print" links, and rich text formatting in the knowledgebase). Creating "canned" responses and template incidents requires administrator level access, and the method of adding the canned snippets to support incidents in progress is cumbersome. No ability to manually sort field values or lists of downloads, FAQs, etc-- nearly all display alphabetically. There are limited tools available for ad hoc reporting/querying - the report designer requires programming knowledge.

Overall

So far we have been very pleased with the performance of the product and the company. Based on their quick response and willingness to implement customer feedback we expect the product will improve further and continue to exceed expectations. Tracker was less costly and far more valuable than our previous ticketing solution.

Pros

It has helped us keep track of our inventory and calls coming into our support center. We will be using it to monitor trends and as a solution library.

Cons

Haven't found anything I didn't like about it yet!

Overall

I think it's a very good out of the box application that you are able to customize to meet your business needs.

Pros

The product is functional and usable.
The product is very customizable.
The licensing model is affordable.
Tech support is very good.

Cons

Customizing the reports is a bit difficult, but useful. A report creating manual would be nice.

Overall

I would recommend this product for any size companies. It is simple enough for a small company and powerful enough for a large company.

Pros

Excellent support. Good interface.

Cons

Documentation is somewhat lacking in currency.

Overall

I would certainly recommend the product to any help desk environment.

Pros

This software was purchased to replace an exisiting Help Desk software product. Phase Ware Tracker was purchased with certain qualities in mind.

Foremost was a product that serve as a communication tool between end users and technicians. Tracker handles the task easily with automatically generated emails between users and technicians initiated with journal entries.

Second, we needed a product that would automate a series of tasks initiated by a single user. Tracker's workflow process help us in this regard.

Customer support has been excellent. Phase Ware uses its own product for their own customer support. The customer support representatives have been very helpful and timely in their responses. I have never had a problem getting an issue resolved.

Cons

The user manual is very terse and it reads more like a developer manual. There is not a lot of explanation about how to perform certain key functions.

Rather, the manual explains functions of the software but not how those function integrate to the whole. Perhaps a rewrite of the user manual with on emphasis on how to do certain common tasks.

Overall

Overall a very solid product. The initial setup of the specific parameters for your company takes some thought and time. However, once this is done the maintenance of the product is easy. We have not had a major technical issue with the product since it has been in production.

Pros

- Quick installation and set-up
- Ease of maintenance and administration
- Responsive support assistance
- User friendly

Cons

- Documentation needs work to be more complete and available on all areas, a lot of information only in vendor's head and not on paper.
- Finding number of restrictions requiring specialized customizations, which could become expensive.
- Minimal training tools.

Overall

Highly recommended if you require quick set-up and ease of use out of the box.

Pros

The tracking of calls works well and we love being able to drag in emails, faxes and recorded phone conversations into the calls. We like being able to customize screens and add fields. This is our first call management application and it has helped us a great deal.

Cons

We evidently have very unique needs in our software support tracking. The way the system tracks support agreements is not how we track it so this feature is of no help. Without this, the system is unable to help us with billing. We have created a billing work around, although the process takes time. System auto saves so the single drop of a pen on a keyboard or a click of a mouse with a lost cursor can erase an entire conversation. We have other areas we have requested changes or enhancements on but have only seen one of those come to production and that change is not reflected in reports.

Overall

I would like to spend some time expalaining exactly what we need to see if our needs fit the development plan of the product. We do not want to change products, but will if we are headed in different directions.

Pros

The product has many features; customer service is above average with their quick response time and knowledge about their product; training sessions are very helpful

Cons

For the not so tech savy users(like me) some of the features can be very complex; initial setup time can be lengthy

Overall

Great product! I would recommend to everyone

Pros

Very comprehensive product. Has many very useful features. It is easy to use and works well for our distributed Client Services team

Cons

None that I can think of

Overall

I would recomment Phaseware highly. The product is very good and the product support is very responsive. Any time we have contacted them with questions or for assistance we have had immediate, high quality service