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 portal.

Pricing is per user per month for a cloud solution and one-time license fee for an on-premise solution. Support is via email, call and self-service portal.

Tickets
Tickets

Tickets

Reporting

Reporting

Self service center

Self service center

Notifications

Notifications

Mobile ticket view

Mobile ticket view

Smart watch view

Smart watch view

Supported Operating System(s):

Windows 7, Windows Vista, Windows XP, Mac OS, Web browser (OS agnostic), Windows 2000, Windows 8, Windows 10



64 Reviews of PhaseWare Tracker

Overall rating

4.5 / 5 stars

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Number of employees:  1,001-5,000 employees

Ease-of-use

Customer support

Functionality

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.

Review Source: Capterra

Response: PhaseWare, PhaseWare

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

Kim from Envoy Mortgage

Number of employees:  1,001-5,000 employees

Ease-of-use

Value for money

Customer support

Functionality

July 2017

Great way to capture and document your internal issues

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.

Pros

The ability to create multiple departments, SLAs, and agents is a big bonus in this tracker program. It allows you to create reports based on users, departments, and issues. When you're falling behind in SLA, you can run the report and figure out the trend as to what/how/why and train or hire accordingly. I love being able to go back and explain to a user what happened and how I can fix it based on the information captured in the incident.

Cons

The ability to customize additional fields can be improved. The amount of time it takes to delete unrelated information such as images from an email that isn't necessary, etc. Also, unable to attach multiple images and screen shots in one go makes this a little more time consuming.

Review Source: Capterra

Manish from ABB GISPL, Bangalore, India

Number of employees:  10,000+ employees

Ease-of-use

Value for money

Customer support

Functionality

April 2017

Phaseware Review_ABB 279

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: Capterra

Susan from American Art Clay

Ease-of-use

Value for money

Customer support

Functionality

March 2017

Tracker will help keep your tasks and projects on TRACK!

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.

Review Source: Capterra

Dan from Pitney Bowes Presort Services

Ease-of-use

Value for money

Customer support

Functionality

March 2017

PBPS-Omaha

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.

Review Source: Capterra

Jason from AFC

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

March 2017

Essential software for any customer based business

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

Review Source: Capterra

Rick from AAMP Global

Ease-of-use

Value for money

Customer support

Functionality

March 2017

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

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: Capterra

clifton from AAMP Global

Ease-of-use

Value for money

Customer support

Functionality

March 2017

This Software is impressive

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.

Review Source: Capterra

John from RST EPoS

Ease-of-use

Value for money

Customer support

Functionality

March 2017

Impressive Ticket Tracking

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

Review Source: Capterra

Tiffany from Midlands Carrier

Number of employees:  1,001-5,000 employees

Ease-of-use

Value for money

Customer support

Functionality

March 2017

Great Software

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: Capterra

Jenn from KBACE Technologies

Ease-of-use

Customer support

Functionality

March 2017

Solid product with excellent customer service!

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.

Review Source: Capterra

Eldon from Share One, Inc.

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

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.

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.

Review Source: Capterra

Kim from Envoy Mortgage

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

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.

Review Source: Capterra

Denis from Progressive Software International

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

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.

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: Capterra

Brittany from KBACE

Number of employees:  10,000+ employees

Ease-of-use

Value for money

Customer support

Functionality

March 2017

PhaseWare Review

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: Capterra

Tyrone from Progressive Software International Inc.

Number of employees:  11-50 employees

Ease-of-use

Functionality

March 2017

Phaseware Tracker easy to use, understand

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: Capterra

Randel from Client Services

Number of employees:  10,000+ employees

Ease-of-use

Value for money

Customer support

Functionality

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.

Review Source: Capterra

Caesar from Government Agency

Ease-of-use

Value for money

Customer support

Functionality

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.

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.

Review Source: Capterra

Gerry from Progressive Software Inc.

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

March 2017

Great Support Platform

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: Capterra

Stacy from Avantas

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

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.

Pros

detailed

Cons

complex set up

Review Source: Capterra

Displaying 1 - 20 of 64 reviews