PhaseWare Tracker Software

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.

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.

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.

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.

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.

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!

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.

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

Tracker works the way we need it too. It works quickly and efficiently. Customer support is quick to answer all of our questions.

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.

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.

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.

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.

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

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.

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.

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.

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.

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.