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

Phaseware was implemented as a multiple purpose, corporate-wide software solution. Phaseware centralized multiple departmental databases and centralized customer account records. Phaseware centralizes and manages customer support, programming, product development, maintenance billing and sales. Phaseware manages and provides a central database of customer records and contact information that all staff may access 24/7, from any location. Prospecting records are easily converted to Customer records.

Cons

No notable issues have been reported by staff.

Overall

Phaseware has proven to be a robust and sound software solution. We are pleased with the performance and reliability. We recommend Phaseware for all customer service management needs.

Pros

The transition from our old application to Tracker was incredibly smooth and easy. Any issue I have come across have been quickly addressed by the Tracker Support team. The application has continued to evolve and each version has been better. The upgrade process has always been easy and quick.

Cons

We have not found any cons with this application.

Overall

Phaseware is a fantastic application. It has been a complete success for our organization. We have been pleased with all aspects of the application. One of the most impressive aspects is the ease of use. Whether you have been using a call tracking application or not, learning to use PhaseWare is quick and simple. It is very intuitive.

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

Not hosted - so we spent a little more up front but will save more in the long run. Was able to integrate it with other systems since it's an open SQL Server database. The customization features of this software make it extremely adaptable to any company.

Cons

Not many - the two main features we were looking for were the ability for a chat or remote support integration, and an ability for users to rate the level of support. Both of which are going to be features they are working on or considering in future updates.

Overall

Support and their customer service is excellent. Overall this has helped our company a lot. Most of our tech calls can't be deflected although we are deflecting some, however what has helped us the most is the tracking and organization of support tickets.

Pros

* MS SQL database backend.
* Tracker is an extremely stable product.
* Excellent user manuals.
* Excellent technical support.
* Quick response to and turn-around of requested customization work.
* Easily configured.
* Stand-alone Administration module.
* Screen designer to configure GUI screens.
* Event Engine allows configuration of dynamic business processes and workflows.
* Very reasonably priced.
* It just plain meets our needs and works great.

Cons

* Event Engine would benefit from a icon drag/drop workflow generator.
* Custom report builder requires additional training, however, training is very reasonably priced.

Overall

Tracker and all that you and your staff have done has enabled our Company's personnel to assist our customers and address their needs even more effectively. Tracker is one more important piece in our critical Quality infrastructure that facilitates our Company growing in a healthy and sustainable manner. Thank you!

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

After setup, it was easy to install (web GUI), train, and use. Users were adding work orders and the PhaseWare tracker alerts are keeping me up to date and I was able to respond quickly, and assign the work order to a technician. Using the Journal entries was great because it kept the customer up to date on thier work order and allowed efficent reporting for inquiries about a particular work order. Setup was decent and the administrative documentation met most of our needs to fulfill our requirements. Any other questions were answered quickly and efficiently by the PhaseWare support personnel. The report templates are easy to use after going through them to see which template worked the best. After further investigation, I was able to create reports based on my favorite searches which is a breeze to define. The web portal is great and easy to use. I really like to email setup as well to let me know what's going on and reminding me when a work order is due or to follow up.

Cons

This was not really a con, but the first intial training session was a little confusing and jumped around a bit. I think that was in part to our company asking questions while the trainer was walking us through the application. I would reccommend a beginning to end approach for the training. The trainer was very gracious and patient with our questions.

Overall

This tool is very useful and keeps work orders (incidents) on track and visible to the people who initiated the work order and the personnel assigned to perform tyhe work order. Reporting is great and comprehensive. The ease of use using the web portal made even the computer illiterate feel comfortable. This is a great product and the support staff are very good at in thier roles and will help the customer out any way possible.

Pros

Well suited for help desks and onsite technical servicing. Product keeps track of active & closed tickets, keeps a knowledge base and allows you to set flexible service and billing plans for clients. Ticket alerts are also nice.

Cons

None so far.... The product has met our expectations. If anything, the icons could be a little more intuative, I find that I have to mouse over them to figure out what they are. This shouldn't be a problem once I get used to the icons.

Overall

Great product for help desks and technical servicing.

Pros

Tracker is amazingly customizable and took roughly an hour to design things so they work best for Stratasys. It's also very quick and lightweight on the systems it's installed on. Our SLA success has gone up nearly 10% since we started using tracker and I'm sure the program is responsible for at least half of that gain, if not more.

Cons

Report modification/customization is a bit tough, but that's not unique to Tracker. Tracker does a better job at this than most but it's still the one area that that frustrates the most. That being said, they are very quick and willing to help out where they can with SQL code (which is usually what it ends up being) via their forums or email which is far and above what most companies do.

Overall

I'd recommend this to pretty much any company that has over 100 users they support on a regular basis, either internal or external.

Pros

The folks who develop Phaseware are extremely helpful and knowledgeable. The software is extremely intuitive.

Cons

No cons that we are aware of at this time.

Overall

I highly recommend this software and the folks who developed it.

Pros

PhaseWare is easy to build and easy to use. It has a very friendly user interface that both internal and external customers use with ease. Customer Support is great.

Cons

I can not think of any.

Overall

I would highly recommend this to anyone looking for helpdesk software.

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

This product is robust enough to cover all our needs and the support team at PhaseWare consulted for everything else.

Cons

Cannot think of any at this time.

Overall

I highly recommend this product for your help desk needs.

Pros

Great for job tracking.

Cons

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Overall

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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

Pros

I love this software.
We have been able to customize to meet all our specific needs.

The customer support is spectacular. Very responsive and knowledgeable.

We continue to find new ways to improve our processes utilizing Tracker.

The Self-Service-Center has been a huge success for us, our customers love it.

It's a very powerful tool and we take advantage of almost every feature it has.

Cons

Don't really have any. The majority of suggestions/enhancement requests we've made has already been rolled into the software or is planned for a future release.

Overall

I recommend this software to any Support Center environment. We record every contact with our clients, regardless of department. It provides us critical statistical data that allows us to manage our business better.

Pros

Easy to use but full of functionality.
Very reliable product. Releases are top quality.

Cons

None that come to mind

Overall

We have been very pleased with the product and especially the support and access when needed.

Very open to suggestions for new features and functions and changes to make the product even better.

Oustanding product and people.

Pros

Tracker was easy to install and we received personal service from Phaseware during the installation process. Very feature rich.

Cons

We have not found any cons with using this service.

Overall

We would recommend this product to others.