# Tracker Software Pricing, Alternatives & More 2026 | Capterra > With the help of Capterra, learn about Tracker Software - reviews, pricing plans, popular comparisons to other Help Desk products and more. Source: https://www.capterra.com/p/115913/Tracker/alternatives --- # Tracker Software Review 2026: Features, Integrations, Pros & Cons Last updated on March 13, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) Tracker ## What is Tracker? PhaseWare Tracker offers a comprehensive, configurable, help desk solution designed to streamline common workflow processes, while providing added visibility through the self-service portal. By focusing on core ticketing functionally, Tracker provides a highly effective help desk solution without adding the complexity and overhead of asset management. The result is a nimble, cost-effective solution for help desk operations. ## What is Tracker used for? [Knowledge Base](https://www.capterra.com/knowledge-base-software/)[Customer Support](https://www.capterra.com/customer-support-software/)[Help Desk](https://www.capterra.com/help-desk-software/) Top alternative Featured Overall rating Based on 66 user reviews Reviews sentiment Positive 95% Neutral 5% Negative 0% Starting price $80 Per User, Per Month Free trial available Includes Free Version Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for Tracker?[Manage this product listing](https://digitalmarkets.gartner.com/get-listed/claim-bx?url=http://www.phaseware.com&name=Tracker) ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### Tracker 4.4 (66) VS. [4.7 (1,787)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Starting Price $80 Per User, Per Month Starting Price $15 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.3 (64) Ease Of Use 4.6 (1,767) Value For Money 4.2 (18) Value For Money 4.6 (1,517) Customer Service 4.8 (60) Customer Service 4.7 (1,536) ## Tracker alternatives [4.4 (4,080)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting price $115.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 89% of reviewers rated it above 4 stars [4.2 (993)](https://www.capterra.com/p/113540/Bitrix24/reviews/) Starting price $69.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 82% of reviewers rated it above 4 stars [4.5 (2,213)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/) Starting price $20.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars [4.5 (824)](https://www.capterra.com/p/136189/Salesforce/reviews/) Starting price $25.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 91% of reviewers rated it above 4 stars ## FAQs about Tracker Overview ### What problems does Tracker solve? Tracker solves disorganized help desk operations by centralizing support tickets, work orders, customer records, knowledge articles, and automated alerts in one system. It helps support teams, IT help desks, service managers, and technical service staff reduce missed follow-ups, improve customer communication, streamline reporting, and maintain visibility from issue intake through resolution. Answer based on 44 reviews Overview ### Which roles and teams benefit most from Tracker? Tracker is most used by executives, operations leaders, compliance teams, and technical administrators who need visibility into tasks, records, and service workflows. Presidents and vice presidents monitor performance, operations managers coordinate daily execution, compliance analysts track audit readiness, and IT or network specialists manage system-related processes and support delivery. Answer based on 54 reviews Overview ### What company size and specific industries is Tracker built for? Tracker is designed for organizations of any size that need to manage issues more efficiently and professionally. It is not limited to a specific industry, making it suitable for businesses, teams, and other groups across sectors that handle issue tracking, resolution, and workflow management. Features and Usability ### What are the key features of Tracker? Tracker includes core help desk features like ticket management, issue tracking, search, and a self-service portal with knowledge base management. Reviewers also highlight customizable reports and dashboards, SLA and queue management, alerts and automated routing, plus flexible screen, field, and workflow configuration for different departments and support processes. Answer based on 44 reviews Pricing ### How much does it cost and what fees or limitations are included? Tracker starts at $80 per month per user for the Starter (Basic) plan, which includes up to 4 users, a free trial, no annual contract, and unlimited records. The $105 Unlimited Starter plan also caps at 4 users and adds marketing, automation, collaboration, and job board features. Answer based on 6 reviews Integrations ### Which third-party tools and platforms does Tracker integrate with? Tracker integrates with Jira, Microsoft Outlook, and Salesforce.org Nonprofit Cloud. These catalog integrations cover project tracking, email and calendar coordination, and nonprofit CRM workflows, giving Tracker connection options across task management, communication, and donor or constituent data systems. Answer based on 5 reviews Getting Started and Support ### What training and onboarding options does Tracker offer? Tracker provides in person training, live online sessions, webinars, documentation, and videos. In person and live online formats support guided instruction, webinars cover group learning sessions, documentation offers written reference material, and videos provide visual walkthroughs for self-paced review. Answer based on 9 reviews Getting Started and Support ### What customer support options does Tracker offer, and how do users rate the experience? Tracker offers email/help desk, FAQ/forum, a knowledge base, phone support, 24/7 live rep, and chat. Users consistently describe support as responsive, knowledgeable, friendly, and effective, with quick resolutions, helpful training, and follow-up. A few note a learning curve and occasional paid charges for post-implementation changes. Answer based on 44 reviews Ease of use ### Is Tracker easy to use? Tracker is generally easy to learn and use, especially after setup and initial training. Support teams, help desks, and new hires often find navigation, ticket handling, and daily administration straightforward, though some users describe the interface as complex at first and mention a learning curve around icons, configuration, and customization. Answer based on 27 reviews ## Features Features with the highest number of reviews are displayed first. Those that have no reviews appear next, sorted alphabetically. Alerts/Escalation System alerts about the need to escalate an issue or request API Application programming interface that allows for integration with other systems/databases Assignment Management Assign issues and tasks based on availability or required skills Automated Routing Tickets are automatically assigned to specific agents based on predefined rules Call Center Management Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. Chat/Messaging Communicate using direct chat or messages within the system Tracker 39 features System alerts about the need to escalate an issue or request Application programming interface that allows for integration with other systems/databases Assign issues and tasks based on availability or required skills Tickets are automatically assigned to specific agents based on predefined rules Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. Communicate using direct chat or messages within the system Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system A collection of customer information such as contact details, demographics, previous interactions, etc. Add customized logos and colors to align with company branding Assembly of graphs and charts for visualizing and tracking statistics/metrics Store and organize documents in a centralized system Manage, store and organize emails within the system or via third-party apps Track interaction history by documenting conversations for contacts Inspecting the issue resolution process for compliance with related systems and regulatory guidelines Schedule and assign issue completion dates and/or times Record and follow the progress of every issue Managing inventories and tracking changes to hardware and software configurations Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills Ability to chat online in real time Templated responses for responding quickly to recurring support requests Access software remotely via mobile devices Observe and track the demand, usage, progress or quality of a system, product, or user Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. A set of indicators that tracks the performance of networks, applications, systems, teams, etc. Arrange tasks based on the level of priority or urgency Plan and coordinate all the resources, costs and time needed to execute assignments Monitor wait time and abandonment for incoming requests that have not been routed Engage in direct, instant messaging with customers, users, etc. Set an issue to repeat View and track pertinent metrics to find patterns and gain insights from data Search and/or filter for items using names, keywords, descriptions, tags, metadata, etc. Online portal through which end users can access the system, manage tasks, or obtain information Set and monitor service level agreements to ensure timely response and resolution Allow customers/users to submit support queries and service requests Gauge satisfaction and receive information for improvement and success Create, manage and track all task activities and progression Sample files or documents that could be customized as needed or used as is Track, manage, or resolve user requests and IT incidents/issues Get Advice We can help you find the software with the features you need. Features 4.1 (31) 4.1 Based on 31 reviews ## Pricing Value for money 4.2 (18) Free Trial [View pricing plan details](https://www.capterra.com/p/115913/Tracker/pricing/) Starter (Basic) $80.00 Per User,Per Month It includes: - Academy Learning Portal - Back Office Features - Complete ATS & CRM - No Annual Contract - Unlimited Records Unlimited Starter $105.00 Per User,Per Month It includes: - All Basic Features Plus Marketing & Automation Features - Collaboration Features - Job Board Integration for Posting - Job Board Integration for Sourcing - Temptracker Value for money 4.2 (18) 4.2 Based on 18 reviews ## Integrations [ Jira](https://www.capterra.com/p/19319/JIRA/)[ Microsoft Outlook](https://www.capterra.com/p/227138/Microsoft-Outlook/)[ Salesforce.org Nonprofit Cloud](https://www.capterra.com/p/265078/Salesforceorg-Nonprofit-Cloud/) Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.8 (60) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.8 (60) 4.8 Based on 60 reviews ## User reviews Overall rating 4.4 Based on 66 reviews Filter by rating 5(30) 4(33) 3(3) 2(0) 1(0) Mentioned topic Sorted by most recent Ryan G. Client administration Computer Software ### "Great case tracking UI" 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 0.0 0.0 Likelihood to Recommend 10/10 April 12, 2019 Pros The ability to create parent and child cases with ease. Updating each case is simple also. Cons The outlook integration is cumbersome, but the integrated email is great. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. SP Sachin P. Dev Ops Engineer ### "A good tool for B2B day-to-day problem creation and finding solution." 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 0.0 0.0 Likelihood to Recommend 7/10 May 8, 2018 Pros I am just trying this software out and haven't really implemented this anywhere yet, but looks promising until now. The best features that it provides me with mobile compatibility and the analytics part is as detailed as you would like. Custom fit design capability, IM functionality and optimized search option are pros in this case. Cons Haven't tried the system completely yet, hence will post the cons after comparing with the competition in depth later. Hopefully i can edit this later :). Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. AU Anonymous User Closing Quality Manager Financial Services ### "The system meet the daily needs of my department. I love having one work queue visible to my team." 3.0 Overall Rating 3.0 3.0 Ease of Use 2.0 2.0 Features 3.0 3.0 Customer Service 3.0 3.0 Likelihood to Recommend 8/10 February 9, 2018 Pros I love the visibility of my team having the ability to see and work out of one queue. The ability to have access to multiple queues is also a feature I love. There are times when I need to access queues for other departments and I'm able to do so with ease. I also love the ability to be able to track a file by different parameters within the system. Cons I thought as modern technology continued to evolve the system update and layout would look more updated. I thought the visibility and layout would look more up to date. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. Response from Vendor February 12, 2018 Hi, I would like to address the con that you listed with the interface. The PhaseWare Administrator at each organization makes decisions on the user interface. By your comment, I would assume you are using the Tracker Desktop product which looks very dated. If you have a moment, please review the Tracker Beyond product ( https://www.phaseware.com/tracker-beyond )that has been released over the past few years as a refresh to our desktop product. We look forward to your feedback. Best Regards, -Hoyt Ivan P. Coordenador de escritório de projetos Financial Services ### "" 5.0 Overall Rating 5.0 5.0 Ease of Use 0.0 0.0 Features 0.0 0.0 Customer Service 0.0 0.0 Likelihood to Recommend 0/10 November 21, 2017 Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. KT Kim T. Compliance Analyst Financial Services ### "Great way to capture and document your internal issues" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 July 18, 2017 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. 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. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. MK Manish K. Key Account Manager ### "Phaseware Review\_ABB 279" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 April 3, 2017 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. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. SL Susan L. ### "Tracker will help keep your tasks and projects on TRACK!" 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 0/10 March 30, 2017 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. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. DB Dan B. ### "PBPS-Omaha" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 3.0 3.0 Customer Service 5.0 5.0 Likelihood to Recommend 0/10 March 30, 2017 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. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. JM Jason M. President Banking ### "Essential software for any customer based business" 5.0 Overall Rating 5.0 5.0 Ease of Use 2.0 2.0 Features 4.0 4.0 Customer Service 3.0 3.0 Likelihood to Recommend 7/10 March 30, 2017 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. Pros robust, documents key information Cons not user friendly at all Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. RC Rick C. ### "Great program, need some training to learn all that it is capable of doing." 4.0 Overall Rating 4.0 4.0 Ease of Use 3.0 3.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 7/10 March 27, 2017 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! 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. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. [View all Reviews](https://www.capterra.com/p/115913/Tracker/reviews/) ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. Popular comparisons [Deskpro vs Tracker](https://www.capterra.com/compare/115913-127288/Tracker-vs-DeskPRO)