Tracker 2026: Benefits, Features & Pricing

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Overview
Pricing and Plans
Features
Integrations
User Reviews

Overview

Tracker

4.4

(66)

Pricing

Starting at $80.00 per month

About Tracker

PhaseWare Tracker is a customer support and help desk solution. It automatically notifies users whenever clients report or escalate existing issues. Flexible deployment options include on-premise installation and a cloud-based option.

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 p...

Tracker Screenshots

Tracker Pricing and Plans

Starting price: $80.00 per month

Free Trial

Free Version

Starter (Basic)

$80.00

per user, per month

Plan includes:

Academy Learning Portal
Back Office Features
Complete ATS & CRM
No Annual Contract
Unlimited Records

Unlimited Starter

$105.00

per user, per month

Plan includes:

All Basic Features Plus Marketing & Automation Features
Collaboration Features
Job Board Integration for Posting
Job Board Integration for Sourcing
Temptracker

Pro

Pricing available upon request

Plan includes:

Academy Learning Portal
Back Office Features
Complete ATS & CRM
No Annual Contract
Unlimited Records

Unlimited

Pricing available upon request

Plan includes:

Academy Learning Portal
Back Office Features
Collaboration Features
Complete ATS & CRM
Marketing & Automation Features
No Annual Contract
Unlimited Records

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Tracker Features

Popular features found in Help Desk
Access Controls/Permissions
Activity Dashboard
Alerts/Escalation
Automated Routing
Collaboration Tools
Macros/Templated Responses
Multi-Channel Communication
Real-Time Notifications
Reporting/Analytics
Self Service Portal
Service Level Agreement (SLA) Management
Workflow Management
More features of Tracker
API
Assignment Management
Call Center Management
Chat/Messaging
CRM
Customer Database
Customizable Branding
Dashboard
Document Storage
Email Management
Interaction Tracking
Issue Auditing
Issue Scheduling
Issue Tracking
IT Asset Management
Knowledge Base Management
Knowledge Management
Live Chat
Mobile Access
Monitoring
Performance Metrics
Prioritization
Project Management
Queue Management
Real-Time Chat
Recurring Issues
Search
Support Ticket Management
Surveys & Feedback
Task Management
Templates
Ticket Management

Tracker Integrations

Jira

Microsoft Outlook

Salesforce.org Nonprofit Cloud

Tracker User Reviews

Overall Rating

4.4

Ratings Breakdown

48%

47%

Secondary Ratings

Ease of Use

4.3

Value for money

4.2

Customer support

4.8

Functionality

4.1

Armando C.

Used unspecified for unspecified

Review source

Reviewed October 2008

Overall a very solid product.

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.

Ratings Breakdown

Ease of use

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.

Caesar V.

Government Administration

Used daily for less than 2 years

Review source

Reviewed March 2017

Great value and 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.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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.

Stacy B.

Hospital & Health Care

51-200 employees

Used daily for more than 2 years

Review source

Reviewed March 2017

Review of Phaseware

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.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

detailed

Cons:

complex set up

Eldon N.

Computer Software

51-200 employees

Used daily for more than 2 years

Review source

Reviewed March 2017

PhaseWare functionality

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.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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.

Teresa L.

Accounting

Used unspecified for more than 2 years

Review source

Reviewed April 2015

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

Ratings Breakdown

Ease of use

Customer support

Functionality

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.

Brittany W.

Computer Software

10000+ employees

Used daily for more than 2 years

Review source

Reviewed March 2017

PhaseWare Review

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

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

It's integrated with email and configurable

Cons:

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

Sue B.

Used unspecified for unspecified

Review source

Reviewed October 2008

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

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.

Ratings Breakdown

Ease of use

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.

J T.

Used unspecified for unspecified

Review source

Reviewed February 2011

Review of Phaseware Tracker by a hardware company support desk

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.

Ratings Breakdown

Ease of use

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.

Denis R.

Computer Software

11-50 employees

Used daily for less than 12 months

Review source

Reviewed March 2017

Overall Support system very easy to use

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.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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

Jeff D.

Used unspecified for unspecified

Review source

Reviewed December 2008

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

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!

Ratings Breakdown

Ease of use

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.

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