PhaseWare Tracker Software


 

PhaseWare Tracker is a customer support and help desk solution. It automatically notifies users whenever clients report or escalate existing issues.

Applications for help desk and customer service can be supplemented with a web self-service portal for clients, or a knowledge management suite to improve a support team's training process.

The client self-service center frees up support staff while allowing customers to report issues, check for status updates on existing tickets, or access FAQs and other learning tools. 

Users can quickly generate reports using the 80+ templates included with the solution, or dig deep into client interactions using the data field and customer incident search functions. 

Tracker's support team offers highly individualized customer service to fit each organization's unique needs. Tracker can be scaled to fit the service center size, whether one license or 1,000 are needed.

The solution supports Windows and Mac operating systems, and is compatible with all major web browsers. Native iOS and Android apps are available for the customer self-service portal.

Flexible deployment options include on-premise installation, a hosted solution or Software-as-a-Service. The solution is usually up and running within a day or two of installation.  

 

PhaseWare Tracker - Tickets
 
  • PhaseWare Tracker - Tickets
    Tickets
  • PhaseWare Tracker - Reporting
    Reporting
  • PhaseWare Tracker - Self service center
    Self service center
  • PhaseWare Tracker - Notifications
    Notifications
  • PhaseWare Tracker - Mobile ticket view
    Mobile ticket view
  • PhaseWare Tracker - Smart watch view
    Smart watch view
Supported Operating System(s):
Windows 7, Windows Vista, Windows XP, Mac OS, Web browser (OS agnostic), Windows 2000

60 Reviews of PhaseWare Tracker

 

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Software Advice Reviews (9)
More Reviews (51)

Showing 1-9 of 9

John from American Art Clay Co Inc
Specialty: Manufacturing

January 2016

January 2016

Great Product fit our needs perfectly

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

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.

Likes Least

Would like a tighter integration with social media.

Recommendations

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

 
 

Teresa from J. Washington Company
Specialty: Accounting

April 2015

April 2015

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

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

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.

Likes Least

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

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.

 
 

Barry from iQmetrix
Specialty: Software / IT

April 2015

April 2015

Former PhaseWare Tracker power user

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

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.

Likes Least

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

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.

 
 

Tommy from NCTCOG CS911
Specialty: Public Sector

April 2015

April 2015

Ticketing System with Options.

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Likes Best

Flexibility to business needs. Custom Forms that better fits end user's requirements.

Likes Least

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

Recommendations

Managing a ticketing system is a full time job if its to be done correctly.

 
 

Erick from PSC
Specialty: Software / IT

September 2014

September 2014

Would Love a Search Feature

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

I like the ability to track customer issues throughout the lifetime of the software.

Likes Least

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

Try to learn as much as you can about the software.

 
 

Raymond from Progeny Systems
Specialty: Software / IT

August 2014

August 2014

PhaseWare supports

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

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.

Likes Least

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

Recommendations

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.

 
 

Bob from Acme Point of Sale Software
Specialty: Software / IT

August 2014

August 2014

Phaseware Tracker Review

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

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.

Likes Least

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

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.

 
 

Don from ViryaNet, LTD.
Specialty: Software / IT

August 2014

August 2014

PhaseWare Tracker 7.1

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

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.

Likes Least

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

Recommendations

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

 
 

Christopher from Tullahoma Utilities Board
Specialty: Telecommunications

August 2014

August 2014

Should be your solution for your tracking needs

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

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.

Likes Least

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

Recommendations

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.

 
 
 
Showing 1-20 of 51

Manish from ABB GISPL, Bangalore, India
Number of employees: 10,000+ employees Employees number: 10,000+ employees

April 2017

April 2017

Phaseware Review_ABB 279

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Source: Capterra
 

Dan from Pitney Bowes Presort Services

March 2017

March 2017

PBPS-Omaha

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Source: Capterra
 

Jason from AFC
Number of employees: 51-200 employees Employees number: 51-200 employees

March 2017

March 2017

Essential software for any customer based business

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

Source: Capterra
 

Rick from AAMP Global

March 2017

March 2017

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Source: Capterra
 

clifton from AAMP Global

March 2017

March 2017

This Software is impressive

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Source: Capterra
 

John from RST EPoS

March 2017

March 2017

Impressive Ticket Tracking

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

Source: Capterra
 

Tiffany from Midlands Carrier
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

March 2017

March 2017

Great Software

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Advice to Others

No

Source: Capterra
 

Jenn from KBACE Technologies

March 2017

March 2017

Solid product with excellent customer service!

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Support

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.

Source: Capterra
 

Eldon from Share One, Inc.
Number of employees: 51-200 employees Employees number: 51-200 employees

March 2017

March 2017

PhaseWare functionality

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Source: Capterra
 

Kim from Envoy Mortgage
Number of employees: 201-500 employees Employees number: 201-500 employees

March 2017

March 2017

Great System for Tracking Support

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Source: Capterra
 

Denis from Progressive Software International
Number of employees: 11-50 employees Employees number: 11-50 employees

March 2017

March 2017

Overall Support system very easy to use

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

Advice to Others

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.

Source: Capterra
 

Brittany from KBACE
Number of employees: 10,000+ employees Employees number: 10,000+ employees

March 2017

March 2017

PhaseWare Review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

Advice to Others

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.

Source: Capterra
 

Tyrone from Progressive Software International Inc.
Number of employees: 11-50 employees Employees number: 11-50 employees

March 2017

March 2017

Phaseware Tracker easy to use, understand

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality

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.

Source: Capterra
 

Randel from Client Services
Number of employees: 10,000+ employees Employees number: 10,000+ employees

March 2017

March 2017

Tracker Beyond our expectations

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Source: Capterra
 

Caesar from Government Agency

March 2017

March 2017

Great value and support

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Source: Capterra
 

Gerry from Progressive Software Inc.
Number of employees: 11-50 employees Employees number: 11-50 employees

March 2017

March 2017

Great Support Platform

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

Advice to Others

Not at this time.

Source: Capterra
 

Stacy from Avantas
Number of employees: 51-200 employees Employees number: 51-200 employees

March 2017

March 2017

Review of Phaseware

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

Source: Capterra
 

Jody

June 2011

June 2011

Badanes / CMDI Review

Product Quality

Product Quality
Quality

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.

Source: GetApp
 

Ray from Progeny Systems

February 2011

February 2011

Good System, Good Pricing

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

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.

Source: Capterra
 

Don from ViryaNet, Inc.

February 2011

February 2011

ViryaNet review of Tracker 5

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

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.

Source: Capterra
 
 
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