# Tracker Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Tracker the right Help Desk solution for you? Explore 66 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/115913/Tracker/reviews --- Tracker 4.4 (66) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of Tracker Ease of use 4.3 Customer Service 4.8 ## Showing most helpful reviews Showing 1-25 of 66 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Ryan G. Client administration Computer Software Used the software for: 1-2 years ### "Great case tracking UI" April 12, 2019 5.0 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 BB Bob B. President Used the software for: ### "Excellent Customer Support / Helpdesk" February 3, 2011 4.0 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. 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. Review Source VR Verified Reviewer Closing Quality Manager Financial Services Used the software for: 2+ years ### "The system meet the daily needs of my department. I love having one work queue visible to my team." February 9, 2018 3.0 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 Response from PhaseWare 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 RP Randel P. Customer Support Team Lead Retail Used the software for: 2+ years ### "Tracker Beyond our expectations" March 23, 2017 4.0 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. 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. Review Source SS Sara S. Project Manager Used the software for: ### "So far we have been very pleased with the performance of the product and the company. " April 2, 2009 4.0 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 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. Review Source KT Kim T. Compliance Analyst Financial Services Used the software for: 2+ years ### "Great System for Tracking Support" March 23, 2017 4.0 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. 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. Review Source LW Leon W. Information Services Account Executive Used the software for: ### "This tool is very useful and keeps work orders (incidents) on track and visible." October 31, 2008 5.0 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 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. Review Source KT Kim T. Compliance Analyst Financial Services Used the software for: 2+ years ### "Great way to capture and document your internal issues" July 18, 2017 5.0 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 Don C. US Customer Support Manager Used the software for: ### "ViryaNet review of Tracker 5" February 4, 2011 5.0 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. 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. Review Source Christopher R. IT Specialist/Level 2 Support Used the software for: ### "PhaseWare Exceeds Expectations" February 2, 2011 4.0 If your organization is searching for a solution that will allow you to log, track, and report incidents, this software is for you. 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. Review Source RS Ray S. Functional Manager (Field Services) Used the software for: ### "Good System, Good Pricing" February 11, 2011 4.0 Good system, good pricing OUTSTANDING support! They are incredibly responsive to their customers needs. 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. Review Source TT Tommy T. 9-1-1 Design\\Integration Administrator Public Policy Used the software for: 2+ years ### "Ticketing System with Options." April 9, 2015 4.0 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. Review Source BH Barry H. Education Services Specialist Computer Software Used the software for: Less than 6 months ### "Former PhaseWare Tracker power user" April 16, 2015 4.5 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. Review Source RP Robert P. Vice President Used the software for: ### "Delivers the tools to help us support our customers." February 2, 2011 5.0 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. 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. Review Source JM Jason M. President Banking Used the software for: 2+ years ### "Essential software for any customer based business" March 30, 2017 5.0 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 CI Christopher I. IT Director Used the software for: ### "I would recommend this product for any size companies. " November 5, 2008 4.0 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 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. Review Source IB Iris B. Office Manager Used the software for: ### "Great product! I would recommend to everyone" October 29, 2008 4.0 Great product! I would recommend to everyone 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 Review Source CA Carolyn A. Helpdesk Manager Used the software for: ### "I think it's a very good out of the box application." February 5, 2009 4.0 I think it's a very good out of the box application that you are able to customize to meet your business needs. 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! Review Source JA Jenn A. Used the software for: ### "Solid product with excellent customer service!" March 23, 2017 4.0 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. Review Source CR Crystal R. Programmer/analyst Used the software for: ### "I highly recommend this product for your help desk needs." October 29, 2008 5.0 I highly recommend this product for your help desk needs. 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. Review Source SL Susan L. Used the software for: ### "Tracker will help keep your tasks and projects on TRACK!" March 30, 2017 5.0 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 JB Jody B. Business Analyst Used the software for: ### "Great Support" February 2, 2011 4.0 We recommend this product. Pros The product is stable and reliable. The support has been exceptional. Cons Cannot think of any. Review Source AC Armando C. Network Administrator Used the software for: ### "Overall a very solid product. " October 29, 2008 4.0 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 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. Review Source CV Caesar V. IT Support Government Administration Used the software for: 1-2 years ### "Great value and support" March 23, 2017 4.0 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. 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. Review Source EN Eldon N. Procurement Specialist Computer Software Used the software for: 2+ years ### "PhaseWare functionality" March 23, 2017 5.0 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. 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. Review Source Similar Products Featured