# Page 2 | Tracker Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 2 - 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 # Page 2 - Reviews of Tracker ## Showing most helpful reviews Showing 26-50 of 66 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use TL Teresa L. Director of Operations Accounting Used the software for: 2+ years ### "I've been a PhaseWare Tracke user since the initial software release. " April 16, 2015 5.0 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. Review Source BW Brittany W. Associate Director Computer Software Used the software for: 2+ years ### "PhaseWare Review" March 23, 2017 4.0 The customer service is great, always responsive. It would be helpful if the product included integration with other helpdesk products. Pros It's integrated with email and configurable Cons email integration includes signature icons as attachments which adds to the # of journals Review Source SB Sue B. President Used the software for: ### "I would like to spend some time expalaining exactly what we need to see if our needs fit the develop" October 29, 2008 4.0 I would like to spend some time expalaining exactly what we need to see if our needs fit the development plan of the product. We do not want to change products, but will if we are headed in different directions. Pros The 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. Review Source SB Stacy B. Application Consultant Hospital & Health Care Used the software for: 2+ years ### "Review of Phaseware" March 23, 2017 3.0 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. Pros detailed Cons complex set up Review Source JT J T. Support & Test Manager Used the software for: ### "Review of Phaseware Tracker by a hardware company support desk" February 1, 2011 3.0 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. 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. Review Source DR Denis R. Senior Systems Analysist Computer Software Used the software for: 6-12 months ### "Overall Support system very easy to use" March 23, 2017 5.0 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. 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 Review Source JD Jeff D. QA Associate Scientist II Used the software for: ### "Tracker and all that you and your staff have done has enabled our Company's personnel to assist our " December 5, 2008 5.0 Tracker and all that you and your staff have done has enabled our Company's personnel to assist our customers and address their needs even more effectively. Tracker is one more important piece in our critical Quality infrastructure that facilitates our Company growing in a healthy and sustainable manner. Thank you! Pros \* 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. Review Source TS Tyrone S. Senior Developer Computer Software Used the software for: 6-12 months ### "Phaseware Tracker easy to use, understand" March 23, 2017 4.0 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. Pros alerts, easy to use and understand. Cons May simply need more training or review more to learn all of the many features, functions. Review Source TO Tiffany O. Dispatcher Transportation/Trucking/Railroad Used the software for: 2+ years ### "Great Software" March 24, 2017 5.0 Tracker works the way we need it too. It works quickly and efficiently. Customer support is quick to answer all of our questions. Pros It works quickly and efficiently. Cons Nothing. Review Source DB Darin B. Help Desk Supervisor Used the software for: ### "I'd recommend this to pretty much any company that has over 100 users they support." October 30, 2008 5.0 I'd recommend this to pretty much any company that has over 100 users they support on a regular basis, either internal or external. Pros 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. Review Source BB Bob B. Computer Software Used the software for: ### "Phaseware Tracker Review" August 20, 2014 4.5 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. Review Source TT Tommy T. 9-1-1 Technician/Network Specialist Used the software for: ### "Customizable Customer Support Ticketing System" February 2, 2011 4.0 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. 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 Review Source MD Michele D. Software Support Used the software for: ### "I recommend this software to any Support Center environment. " October 28, 2008 5.0 I recommend this software to any Support Center environment. We record every contact with our clients, regardless of department. It provides us critical statistical data that allows us to manage our business better. Pros 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. Review Source GM Gerry M. Senior Business Consultant Computer Software Used the software for: Less than 6 months ### "Great Support Platform" March 23, 2017 4.0 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. 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 Review Source RH Ryan H. Vice President Used the software for: ### "Support and their customer service is excellent. Overall this has helped our company a lot." February 4, 2009 5.0 Support and their customer service is excellent. Overall this has helped our company a lot. Most of our tech calls can't be deflected although we are deflecting some, however what has helped us the most is the tracking and organization of support tickets. Pros 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. Review Source TL Teresa L. Dir. Operations Used the software for: ### "Phaseware has proven to be a robust and sound software solution." March 11, 2009 5.0 Phaseware has proven to be a robust and sound software solution. We are pleased with the performance and reliability. We recommend Phaseware for all customer service management needs. Pros 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. Review Source SP Sachin P. Dev Ops Engineer Used the software for: 6-12 months ### "A good tool for B2B day-to-day problem creation and finding solution." May 8, 2018 5.0 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 CR Christopher R. Telecommunications Used the software for: ### "Should be your solution for your tracking needs" August 13, 2014 5.0 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. Review Source MK Manish K. Key Account Manager Used the software for: 2+ years ### "Phaseware Review\_ABB 279" April 3, 2017 4.0 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 MS Michael S. VP, Customer Care Used the software for: ### "Phaseware is a fantastic application. It has been a complete success for our organization. " March 11, 2009 5.0 Phaseware is a fantastic application. It has been a complete success for our organization. We have been pleased with all aspects of the application. One of the most impressive aspects is the ease of use. Whether you have been using a call tracking application or not, learning to use PhaseWare is quick and simple. It is very intuitive. Pros 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. Review Source RS Raymond S. Computer Software Used the software for: ### "PhaseWare supports" August 22, 2014 5.0 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. Review Source Ivan P. Coordenador de escritório de projetos Financial Services Used the software for: ### "null" November 21, 2017 5.0 Review Source GS George S. President Used the software for: ### "Great product for help desks and technical servicing." October 31, 2008 5.0 Great product for help desks and technical servicing. 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. Review Source RL Robert L. Manager, Support Services Used the software for: ### "Highly recommended if you require quick set-up and ease of use out of the box." October 29, 2008 4.0 Highly recommended if you require quick set-up and ease of use out of the box. 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. Review Source RC Rick C. Used the software for: ### "Great program, need some training to learn all that it is capable of doing." March 27, 2017 4.0 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 Similar Products Featured ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.