Who Uses This Software?

We serve any organization that needs to manage issues more efficiently and professionally.


Average Ratings

63 Reviews
Badge-support
  • 4.5 / 5
    Overall
  • 4.5 / 5
    Ease of Use
  • 5 / 5
    Customer Service

Product Details

  • Starting Price
    $49.00/month/user
    See pricing details
  • Free Trial
  • Deployment
    Cloud, SaaS, Web
    Installed - Mac
    Installed - Windows
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • PhaseWare
  • www.phaseware.com
  • Founded 2005
  • United States

About Tracker

With an ever-rising number of issues to track and resolve, your support organization probably struggles to effectively manage resources, prioritize issues, and resolve tickets in a timely manner. Based on the PhaseWare Tracker product suite, our issue tracking solutions provide a customizable and configurable, responsive tool set to help your business streamline the issue tracking process, effectively manage the workload, increase productivity, and directly impact the bottom line.


Tracker Features

  • Assignment Management
  • Dashboard
  • Escalation Management
  • Issue Auditing
  • Knowledge Base
  • Recurring Issues
  • Scheduling
  • Task Management

Tracker Reviews Recently Reviewed!

Great way to capture and document your internal issues

Jul 18, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The ability to create multiple departments, SLAs, and agents is a big bonus in this tracker program. It allows you to create reports based on users, departments, and issues. When you're falling behind in SLA, you can run the report and figure out the trend as to what/how/why and train or hire accordingly. I love being able to go back and explain to a user what happened and how I can fix it based on the information captured in the incident.

Cons: The ability to customize additional fields can be improved. The amount of time it takes to delete unrelated information such as images from an email that isn't necessary, etc. Also, unable to attach multiple images and screen shots in one go makes this a little more time consuming.

Overall: The ability to track employees and responses makes this a great tool for us to reach out to end users and retrain/hire as needed.

Phaseware Review_ABB 279

Apr 02, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: It is good too to keep record of all ticket and take necessary action. It help to create report as per need and dashboard can be customized which is a good feature.

Tracker will help keep your tasks and projects on TRACK!

Mar 30, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Great product! Very helpful to track something from start to finish. Awesome to have a dialogue of proven results! Helps provide faster and higher levels of customer service.

PBPS-Omaha

Mar 30, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Comments: My tech support rep is great! Whenever I have had questions, comments or problems she is always very helpful and responsive. She has gone above and beyond multiple times for me and it is very appreciated.

Essential software for any customer based business

Mar 30, 2017
5/5
Overall
2 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: robust, documents key information

Cons: not user friendly at all

Overall: For documenting complaints from customers, Tracker is great. The interface is complex and not user friendly at all, but if you can figure it out it could save you thousands in litigation.

Great program, need some training to learn all that it is capable of doing.

Mar 27, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Flexibility to set up to capture the info you need to see and the company is eager to help you get it set up in the manner that is best for you.

Cons: Requires training to understand the capabilities.

Overall: By no fault of Phaseware (I started using after it was already implemented by another company we merged with) I have not even began to scratch the surface of everything that the system is capable of doing. I am hoping to soon get some lessons and put the program to it's test!

This Software is impressive

Mar 27, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Comments: overall this has been a good experience. as I get to learn the options it makes it easier / I wish there was a visual tutorial about it and maybe there is and I just don't know about it.

Impressive Ticket Tracking

Mar 24, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Comments: we are in the early stages of implementation and have been very impressed by the quality of the software and the set-up training.

Great Software

Mar 24, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It works quickly and efficiently.

Cons: Nothing.

Overall: Tracker works the way we need it too. It works quickly and efficiently. Customer support is quick to answer all of our questions.

Recommendations to other buyers: No

Solid product with excellent customer service!

Mar 23, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support

Comments: I started using the PhaseWare product about 9 months ago. Customer Support has been amazing and has helped me to improve how our team uses the product. In addition, we are now aware and use additional functionality. The new functions have increased our ability to do our jobs more efficiently.

PhaseWare functionality

Mar 23, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The ability to see a list of unfinished products. The ability to track the progress of projects and determine what step to do next. Also, the ability to retrieve data and documents about a project a year later.

Overall: PhaseWare helps us organize and coordinate responses to customer problems. I also helps organize our projects internally. It will remind us if an issue has been overlooked.

Great System for Tracking Support

Mar 23, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The ability to track support provided. The types of reports that can be produced and customized to track the support.

Cons: I feel that it lacks the ability to upload multiple attachments to incidents at once. You have to create a new journal entry for each attachments that you attempt to upload to an incident. When forwarding or replying to a response - it does not track it in the system like an email message so it's hard to forward the message again since it doesn't display the header of when the previous message was sent using Outlook plug-in.

Overall: I like the ability to use the system to track the support that various teams provide within our organization. With a few hours of training, it is easy to pick up and use. The different types of report that can be customized and tailored to my needs is the biggest value for this system. I highly recommend it to anyone who needs to keep their support services centralized and track the type and level of support that their teams provide.

Overall Support system very easy to use

Mar 23, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Being able to jump from screen to screen is easy to do.

Cons: No clear cut area to setup customer connection information so where we put this inforamtion we have to drill into the client to see it each and every time

Overall: Use Tracker on a daily basis to record and solve client issues. Tracker allows me to catagorize and track time on my calls and to see across the company what is outstanding.

Recommendations to other buyers: For the client setup have a connection information - an aread for RDP information and login and password and then on the TICKET screen have a tab to the left to quickly access.

PhaseWare Review

Mar 23, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: It's integrated with email and configurable

Cons: email integration includes signature icons as attachments which adds to the # of journals

Overall: The customer service is great, always responsive. It would be helpful if the product included integration with other helpdesk products.

Recommendations to other buyers: We use this as a level 2/3 service tool for application customer support. Often customers have other applications they use (ex: service now, JIRA, etc) and it would be helpful to be able to integrate so they communicate between applications.

Phaseware Tracker easy to use, understand

Mar 23, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: alerts, easy to use and understand.

Cons: May simply need more training or review more to learn all of the many features, functions.

Overall: I find the software easy to use and love the alerts and reminders functionality. Only thing I have not been able to find, figure out how to setup to view at any point with ticket other support reps currently have "active" as-in working on that ticket at that time.

Tracker Beyond our expectations

Mar 23, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Easy to use for new hires to come up to speed quickly.

Cons: Some of the features from Demand were not ported over to Beyond. the ability to see past viewed tickets. The screen roles as you scroll up and down the journal entries. the search screen doe snot always clear out and some times you need to clear individual fields manually.

Overall: We have been using Tracker as our customer support interface with our customers for over 5 years now. It gives us the ability to evolve the interactive relationship between the Support staff and our customers. Multiple reports, both standard and custom have given up the insight into the issues that our customers see while using our products in their day to day operations. It has helped to provide direction of our product growth while addressing the needs of the customer.
From an internal prospective, it gives a real time look at the performance and through put of our organizations. Helping to identify areas for improvement as well as staffing requirements for short term relief as well as long term growth.
Tracker on Demand and Tracker Beyond have helped to make the relationship with our customers a more manageable one with historical data and real time look at their needs.

Great value and support

Mar 23, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: They have deep features that we could not find elsewhere, even in products costing 2-3 times as much. For example, we sell software, and Tracker gives us the ability to relate solution providers (resellers of our software) to our end users, the retailers. We can easily respond to either party and keep the other party in the loop. Either party can log into the self-service center to see their stuff.

Cons: No complaints. The product does what we need it to do, and support is excellent.

Overall: PhaseWare had all of the features my agency was looking for right out of the box. We needed a hosted solution. The price was affordable and competitive with the many other business solutions.

Great Support Platform

Mar 23, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Browser based so it can be accessed from multiple devices, the ability to do text searches is excellent.

Cons: When using the Home screen the Open Tickets by Staff widget, the bars are too wide and so you can only see 10 or so staff members, if those bars were narrower and the staff name field wrapped, that would help

Overall: Tracker has really made keeping track of tickets, internal and external simple and accessible on multiple platforms, PC, Phone, Tablet, etc... In addition the searching capability is very robust. We also use Tracker to tag tickets so they can be reported in updates and version release notes.

Recommendations to other buyers: Not at this time.

Review of Phaseware

Mar 23, 2017
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: detailed

Cons: complex set up

Overall: the software is great; however due to server limitations we experience shut downs and freezes of the software. I know this may not be a result of the software still it is frustrating. Perception.

Great Product fit our needs perfectly

Jan 20, 2016
5/5
Overall
4.5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: Product works exactly as described. Have not experienced a single hiccup during training/implementation and go live. Support and training has been excellent. 30+ years of rolling out I/T projects and this has been one of the easiest implementations I have experienced.

Cons: Would like a tighter integration with social media.

Recommendations to other buyers: Do you homework, document your requirements. Make the vendors do the conference room pilots based on your needs and data.

I've been a PhaseWare Tracke user since the initial software release.

Apr 16, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: My organizations have used Tracker to operate a 24 hour international help desk and another for client management and services. The system has always been solid and rich with functionality. I am forever loyal to this brand as it continues to evolve with the times and always offers my companies the latest in technology and client management. The Directors have a proven record, excel in customer satisfaction, and lead their industry in anticipating new enhancements and upcoming trends.

Cons: In the 10 years that I have worked with Phaseware, I have no complaints. I frequently recommend their products and services to my associates.

Recommendations to other buyers: When purchasing a product like this, be certain it is user friendly and easy to train otherwise you find yourself with a second career. Training new staff members is quick and efficient with Phaseware. Tracker is easy to train and use.

Former PhaseWare Tracker power user

Apr 16, 2015
5/5
Overall
4.5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Pros: Excellent product with superb support and customer service. The reporting was flexible and allowed us to pull out all the metrics that mattered most to us. We were able to identify trouble spots in our software from an end user's perspective by reviewing what was being reported most frequently. We were able to see who our star performers were from both a quantity, number of tickets, and quality, number of one time resolutions.

Cons: Didn't really have a problem with the product or the vendor. In the end, we went transitioned to a different solution because of some integration possibilities that we needed.

Recommendations to other buyers: It depends entirely on organization size, when we needed to move to a particular sort of enterprise solution we went in a different direction. That being said, I would strongly recommend taking a serious look at PhaseWare Tracker.

Ticketing System with Options.

Apr 09, 2015
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: Flexibility to business needs. Custom Forms that better fits end user's requirements.

Cons: Stuck in the middle of being a manageable small company and having the resources of the big company.

Recommendations to other buyers: Managing a ticketing system is a full time job if its to be done correctly.

Would Love a Search Feature

Sep 03, 2014
4/5
Overall
4 / 5
Ease of Use
3.5 / 5
Features & Functionality
4.5 / 5
Customer Support
Likelihood to Recommend: 5.0/10 Not
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Pros: I like the ability to track customer issues throughout the lifetime of the software.

Cons: There's no useful search feature. We waste a lot of time trying to research common failures, but it can't be done, or we have to ask the distance support how to set up items to get the desired search. It needs a better report system or one that is easier to use.

Recommendations to other buyers: Try to learn as much as you can about the software.

PhaseWare supports

Aug 22, 2014
5/5
Overall
4.5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: PhaseWare is extremely comprehensive, and while powerful software usually means difficult to use and a long run-up to effective use. This is not the case with PhaseWare. Out of the box, it's ready to work for you. PhaseWare also completed the installation remotely and provided fantastic user and administrator training. What about support, you might ask. While we seldom need it, the few times we have needed it, they were quick, efficient, and professional, and they took care of the issue completely.

Cons: There's nothing to dislike. I only wish I could say the same for other software we use.

Recommendations to other buyers: Think big and small. Evaluate what you need versus the various tiers offered. With PhaseWare, that's very easy to do, as the product demos are tailored to your expected use instead of hours demoing bells and whistles you'll never have time to implement.

Phaseware Tracker Review

Aug 20, 2014
5/5
Overall
4.5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 7.0/10 Not
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Pros: They have deep features that we could not find elsewhere, even in products costing 2-3 times as much. For example, we sell software, and Tracker gives us the ability to relate solution providers (resellers of our software) to our end users, the retailers. We can easily respond to either party and keep the other party in the loop. Either party can log into the self-service center to see their stuff.

Cons: It was hard to find! We are software developers ourselves, so we knew what we wanted. We performed a very exhaustive search that dismissed many other products almost immediately, yet that search took hundreds of hours.

Recommendations to other buyers: Build a list of must have and nice to have features. Write up your toughest workflows in a Word document. Check the list against their features, and don't be afraid to get the vendor involved; it gives you a good idea how they do business.

PhaseWare Tracker 7.1

Aug 19, 2014
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: PhaseWare had all of the features we were looking for right out of the box. We liked the idea of a hosted solution. Support is excellent. The price was much less than other help desk solutions.

Cons: No complaints. The product does what we need it to do, and support is excellent.

Recommendations to other buyers: I think you will find the PhaseWare is very feature rich and at a much lower price point than competitors.

Should be your solution for your tracking needs

Aug 13, 2014
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: What I like best about PhaseWare Tracker is the service and support we receive the few times we have had to contact their team. They are easy to talk to and understand. The support team is on top of your needs and will have a quick resolution for you. From the first call, the representatives are attentive and very friendly. They work to resolve the issue in a timely manner and sometimes make follow up to ensure that there is nothing further needed before they close the ticket out. I thought our service department was top-notch, but I have molded our team to mimic what PhaseWare provides for their own customers.

Cons: I am unable to find anything I like least about it.

Recommendations to other buyers: Try it out, and ensure it does what you need it to. If there is something you may find lacking, talk to PhaseWare and let them know what you need. I'm sure they will be able to customize it to assist in your operations.

Badanes / CMDI Review

Jun 09, 2011
4/5
Overall

Comments: Overall, I'd recommend this product. Mostly because of its flexibility and because of the customer support.

Pros: The chat and knowledgebase features - which were our biggest priority - were easy to deploy and we were up and running quickly.

Cons: Customization of our knowledgebase was a little tricky to learn. Not so much in adding new content as much as controlling the environment.

Good System, Good Pricing

Feb 11, 2011
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Pros: System allows the Field Services team to track over 2000 support instances per year. The knowledge base lets no solution go to waste in that it can easily be found if the problem is encountered at a later date. The use of Tracker and its knowledge base expands the proficiency level of the Support chain in that even lower level support personnel have the ability to apply a solution generated by a senior support engineer. The system includes a robust feature set that not only meets our short term needs but exceeds what we expect to be our long term goals for the software as well.

Cons: No cons with this system.

Overall: Good system, good pricing OUTSTANDING support! They are incredibly responsive to their customers needs.

ViryaNet review of Tracker 5

Feb 04, 2011
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Pros: We have a hosted environment and have not had any down time. Not having to install, update or maintain environments has saved us a considerable amount of time. Support is great they answer questions very quickly. Very few bugs encountered. So far only some minor bugs which were resolved quickly. Easy to use with 95+% of the functionality we needed.

Cons: Reports don't provide full access to all user defined or system fields without having to make some customizations. The web screens I found difficult to customize - not intuitive. A lot of screens commit instantly so you can sometimes overwrite things inadvertantly. I think the administrative screens should allow you save changes or revert back, not necessary for the incident screens.

Overall: It's a great product with outstanding support and I highly recommend it to others. I am very pleased with the ease of implementation and functionality. I give it 5 out of 5 stars. Price/functionality is much better than any of the competitors we evaluated during our 12 month search for a support tracking system.

Excellent Customer Support / Helpdesk

Feb 02, 2011
4/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Pros: Customer (web) Self Service Center. incident submission automatically searches knowledge base and suggests PERTENANT articles. Competing products do this but we have not seen any do it well.

Knowledgebase that inserts itself into the process but doesnt get in the way. Building the KB is very easy to do in the course of resolving incidents.

Very flexible tracking of contacts, contracts and time. We have resellers and end users. Tracker handles incidents submitted by either party and keeps everyone up to date.

Theyll host Tracker or let you put it on your own server. They have desktop, browser and smartphone versions.

We have not found any aspect of the program that we could not tweak. Users can modify reports, database (MS SQL), most screens in the application and the customer support center.

The system handles emails quite well. screen shots, file attachments and hyperlinks, etc.

Cons: We spent more time than we should have before going live. This really isnt PhaseWares fault. Its only listed as a CON because I wish their manual had an introduction that said Dive in; you can tweak it later.

In retrospect we also should have stuck more to their training (included with purchase) rather than digging in on our own but being in the SW biz we thought we could learn their stuff faster than they could learn ours. We were wrong. They have an incredible knack for understanding the many and varied ways people want to do business.

Overall: We looked at twenty different products over the course of about nine months before narrowing the field to four. This was not our first helpdesk software purchase but I wanted it to be our last. We are software developers so we have our own ideas about how things should work. ;>)

We had built a pretty formidable wish list and it grew a bit while we reviewed products. PhaseWare Tracker handles everything on our list and does it without compromise.

PhaseWare Exceeds Expectations

Feb 02, 2011
4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Pros: A powerful client that does what it claims and more. The software will allow the logging of different types of support tickets, follow up with those tickets, generates reports, and much more. PhaseWare support support is friendly and they also include a Knowledge Base/FAQ area based on using the same software.

Cons: - Be sure you know what you want from your software up front. Once the implementation is complete, you will be charged an hourly rate for any changes that may need to be made in the future.

- There is a learning curve once you first use it, after the inital use you wonder how your organization did without it.

Overall: If your organization is searching for a solution that will allow you to log, track, and report incidents, this software is for you.

Great Support

Feb 02, 2011
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Pros: The product is stable and reliable. The support has been exceptional.

Cons: Cannot think of any.

Overall: We recommend this product.

Delivers the tools to help us support our customers.

Feb 02, 2011
5/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Pros: Has all of the features needed to deliver professional help desk support services. Well integrated to the tracker customer self service web portal. Can easily build a knowledge base from your support tickets. Simple to understand, learn and use.

Cons: The emailing of bulk letters and notices to customers could be made easier to perform.

Overall: Feature for feature and for what we needed to deliver professional helpdesk support services, this product beats many others that come with a higher price tag.

Customizable Customer Support Ticketing System

Feb 01, 2011
4/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Pros: -Great Product for Price
-Great Customer Support
-Extensive Online Forum Community
-Very Customizable
-Event Engine/Email Checker for automation
-Contact Creation on known Customer's Domain
-Automatic Password Recovery
-Securities and SLA features
-TOD: Tracker On Demand for on the go
-Chat capabilities
-Ease of Use and Ease of Training

Cons: -Email Checker needs the capability to prescreen incoming emails
-Event Engine cost per event can get expensive
-Unable to assign group to an incident

Overall: Tracker will help any entity provide a way to support its customers. Priced right for all the enriched features, Phaseware has supported its product expeditiously. Customizing Tracker can be endless with all the available options built into the application. Tracker continues to grow as a product as Phaseware continues to listens to their customers feedback.

Review of Phaseware Tracker by a hardware company support desk

Feb 01, 2011
3/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Pros: Product is a customer oriented (versus product oriented) support help desk. If you track issues by customer (versus product) it will meet your needs. It is easy to use, the support team is great, and simple modifications to layout are easy to do and intuitive

Cons: The documentation on how to install the system was not initially made available to us. The company verbally walked us through the installation, but we requested documents to have on hand if issues arose in the future. These were later provided in email format.
The product is geared towards tracking issues by customer/company name. If you track by product part number (like PC company's use Service Tags) this product will not work well for you.

Overall: If you know what you are looking for, I would recommend trying this product. We did not get a trial period and perhaps we should have (the salesman's representation of the product did not end up matching reality and a trial would have allowed me to have a stronger feel upfront for what the product could and could not do).
Overall the product does not have many bugs and the support team is great.

Badanes / CMDI Review

Feb 01, 2011
4/5
Overall
3 / 5
Ease of Use
5 / 5
Customer Support

Pros: The chat and knowledgebase features - which were our biggest priority - were easy to deploy and we were up and running quickly.

Cons: Customization of our knowledgebase was a little tricky to learn. Not so much in adding new content as much as controlling the environment.

Overall: Overall, I'd recommend this product. Mostly because of its flexibility and because of the customer support.

Phaseware Tracker

Feb 01, 2011
4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Pros: Good value,
good for small businesses as it is a cheaper option but still capable of handling help desk needs.
event engine allows for some customization

Cons: not completely customizable.

Overall: Good product, and if you choose this software, phaseware support will work with you in any possible implementation issues or customization requests

So far we have been very pleased with the performance of the product and the company.

Apr 02, 2009
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

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.

Phaseware has proven to be a robust and sound software solution.

Mar 11, 2009
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

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.

Phaseware is a fantastic application. It has been a complete success for our organization.

Mar 10, 2009
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

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.

I think it's a very good out of the box application.

Feb 05, 2009
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

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.

Support and their customer service is excellent. Overall this has helped our company a lot.

Feb 04, 2009
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

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.

Tracker and all that you and your staff have done has enabled our Company's personnel to assist our

Dec 05, 2008
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

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!

Excellent support

Nov 11, 2008
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Pros: web access for the customers.

Cons: If you do not close the program when you disconnect from the net you get lots of error messages

Overall: Excellent support

I would recommend this product for any size companies.

Nov 05, 2008
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

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.

This tool is very useful and keeps work orders (incidents) on track and visible.

Oct 31, 2008
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

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.

Great product for help desks and technical servicing.

Oct 30, 2008
5/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

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.

I'd recommend this to pretty much any company that has over 100 users they support.

Oct 30, 2008
5/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

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.

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

Oct 30, 2008
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

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.

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

Oct 29, 2008
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

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.

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

Oct 29, 2008
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Pros: Excellent support. Good interface.

Cons: Documentation is somewhat lacking in currency.

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

Overall a very solid product.

Oct 29, 2008
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

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.

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

Oct 29, 2008
4/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

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.

I would like to spend some time expalaining exactly what we need to see if our needs fit the develop

Oct 29, 2008
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

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.

I highly recommend this product for your help desk needs.

Oct 29, 2008
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

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.

Great product! I would recommend to everyone

Oct 28, 2008
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

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

I would recomment Phaseware highly.

Oct 28, 2008
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

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

I recommend this software to any Support Center environment.

Oct 28, 2008
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

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.

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

Aug 20, 2008
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

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.

We would recommend this product to others.

Aug 20, 2008
5/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

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.

Nov 21, 2017
5/5
Overall