App comparison
Add up to 4 apps below to see how they compare. You can also use the "Compare" buttons while browsing.
Learn why GetApp is free
Tracker Pricing, Features, Reviews and Alternatives
Tracker FAQs
Tracker product overview
What is Tracker?
PhaseWare's Customer Service and Support Software is a fully configurable solution designed to streamline your workflows, automate business processes, make full use of a powerful knowledge base, and provide you with the best tools to measure agent performance and efficiency.
Key benefits of using Tracker
PhaseWare provides your company/organization with a streamlined and seamless customer support solution that will make it easier to improve your support processes as well as empowering your agents to succeed at resolving your customer's issues.
Your agents will benefit tremendously from a single interface that covers the entire lifecycle of a customer service issue: from submission, escalation, resolution and analysis.
Agents will be more productive and perform better when they are allowed to get their customer support activities from a single interface. Agents will be able to update tasks, set alerts, escalate cases, prioritize cases, manage customer information, revise case histories and improve their performance by monitoring their work.
Using PhaseWare's many visual reporting tools your organization will gain an understanding of customer trends. This will lead to proactive customer support and greater accountability in each step of the customer service and support process.
Typical customers
Platforms supported
Support options
Training options
Not sure about Tracker? Compare it with a popular alternative
Tracker
Starting from
80
/user
Per month
Starting from
40
Per month
Flat Rate
Tracker pricing information
Tracker features
Functionality
4.1
/5
66
Total features
35
5 categories
Most valued features by users
Functionality contenders
Tracker users reviews
Overall Rating
4.4
/5
66
Positive reviews
- Value for money
- Ease of use
- Features
- Customer support
- Likelihood to recommend8.42/10
32
31
3
0
0
Christopher R.
Overall rating contenders
Ryan G.
Computer Software, 51-200 employees
Used daily for 1-2 years
Review source
Share this review:
The ability to create parent and child cases with ease. Updating each case is simple also.
The outlook integration is cumbersome, but the integrated email is great.
Randel P.
Retail, 10,001+ employees
Used daily for 2+ years
Review source
Share this review:
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...
Easy to use for new hires to come up to speed quickly.
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.
Verified reviewer
Financial Services, 1,001-5,000 employees
Used daily for 2+ years
Review source
Share this review:
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.
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.
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
Bob B.
Review source
Share this review:
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.
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 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.
Kim T.
Financial Services, 201-500 employees
Used daily for 2+ years
Review source
Share this review:
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.
The ability to track support provided. The types of reports that can be produced and customized to track the support.
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.
© 2010-2023 GetApp. All Rights Reserved.
GetApp® is a registered trademark of Nubera eBusiness S.L. Nubera eBusiness uses its own and third-party cookies. By using the website you are accepting the use of these cookies. To get more information about our cookies click here.