Reviews, Opinions and Ratings for Tracker – Customer Service and Support Management Software

Showing 1 — 5 of 15 reviews

What is Tracker?

Tracker - Customer Service and Support Management Software

Customer Service Software is tightly integrated with Outlook - Create tickets and email responses using Outlook interface! Increase First Contact Resolution (FCR)! Never let another incident fall thro Learn More →

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Cost-effective and scalable customer support solution

Review for Tracker by Rakesh Sharma on 2011-07-04

Regardless of the format you choose, the application integrates all phases of Service desk operations including managing the service desk ticketing life cycle and maintaining your business process workflow. This application includes helpdesk management data fields and the ability to customize data field user menus as defined by you. Journal entries are used for logging and you can log all entries and correspondence between customers and service desk professionals using this solution. My favorite part of the solution suite is the Self Service Center. As the name implies, the Center is a web-based user portal that helps connect your employees and customers. This means that customers, as well as employees, can login to the portal and manage information relating to their service tickets. What’s more, customers can also add to the knowledge base.

Read the Complete Review for Tracker on GetApp.com's Blog

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Pros: Self Service Center, Excellent product for support

Cons: Could do with a simplified interface

Badanes / CMDI Review

Review for Tracker by Ginny Badanes Director - Political Division, CMDI February 1, 2011 on 2011-06-09

Overall, I'd recommend this product. Mostly because of its flexibility and because of the customer support.

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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.

I would recommend this product for any size companies

Review for Tracker by Christopher Irons IT Director, Lenders Title Company 11/05/2008 on 2011-06-09

I would recommend this product for any size companies. It is simple enough for a small company and powerful enough for a large company.

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Pros: The product is functional and usable. The product is very customizable. The licensing model is affordable. Tech support is very good.

Cons: Customizing the reports is a bit difficult, but useful. A report creating manual would be nice.

"Good System, Good Pricing" from February 11, 2011

Review for Tracker by Progeny Systems on 2011-04-06

Review by Ray Sulich, Functional Manager (Field Services), Progeny Systems February 11, 2011 Good system, good pricing OUTSTANDING support! They are incredibly responsive to their customers needs. 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 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.

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Pros: 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.

Cons: No cons with this system.

"Excellent Customer Support / Helpdesk" from February 2, 2011

Review for Tracker by Total BusinessWare on 2011-04-06

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. 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.

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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. The system handles emails quite well. screen shots, files.

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.

Tracker