





Tickets






Supported Operating System(s):
Windows 7, Windows Vista, Windows XP, Mac OS, Web browser (OS agnostic), Windows 2000, Windows 8, Windows 10About PhaseWare 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 d...
Tickets
Supported Operating System(s):
Windows 7, Windows Vista, Windows XP, Mac OS, Web browser (OS agnostic), Windows 2000, Windows 8, Windows 10Average User Ratings
Overall
Ease-of-use
4.5
Value for money
4.0
Customer support
5.0
Functionality
4.0
Likelihood to Recommend
Not likely
Very likely
April 2019
Ryan from Share One, Inc.
Company Size: 51-200 employees
Industry: Computer Software
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
4.0
Functionality
4.0
April 2019
Great case tracking UI
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.
March 2017
Randel from Client Services
Company Size: 10,000+ employees
Industry: Retail
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
4.0
March 2017
Tracker Beyond our expectations
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.
February 2018
Anonymous
Company Size: 1,001-5,000 employees
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
2.0
Customer support
3.0
Functionality
3.0
February 2018
The system meet the daily needs of my department. I love having one work queue visible to my team.
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.
Response from PhaseWare
Replied February 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
February 2011
Bob from Total BusinessWare
Time Used: Free Trial
Review Source: Capterra
Ease-of-use
5.0
Customer support
5.0
February 2011
Excellent Customer Support / Helpdesk
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.
March 2017
Kim from Envoy Mortgage
Company Size: 201-500 employees
Industry: Financial Services
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
4.0
Value for money
5.0
Customer support
5.0
Functionality
4.0
March 2017
Great System for Tracking 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.