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Tracker Logo

Customer Service and Support Management Software

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Tracker - 2025 Pricing, Features, Reviews & Alternatives

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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.

Tracker, PhaseWare's flagship customer support product, will improve the productivity and performance of your agents by providing them a single user interface for managing customer information, prioritizing cases, discovering case histories, searching solutions, managing tasks and alerts, escalating cases, and monitoring their overall performance.

Your customers will benefit from the streamlined customer service experience environment that Tracker enables. Giving your customers a more consistent and effective experience will result in increased customer satisfaction, retention, and loyalty.

Overall, your organization will benefit from agent performance and productivity improvements; transparency in reporting on performance metrics and customer trends; as well as greater accountability in each step of the customer support process.

ABOUT US

PhaseWare is a leading provider of customer service and support software applications optimized to deliver a robust and financially viable solution. PhaseWare Tracker enables our clients to better manage their business processes, reduce operational expenses, and significantly increase the effectiveness and quality of their customer service.

Entrepreneurs Randall Nelson and Hoyt Mann founded PhaseWare to address the needs of the historically underserved needs of SMBs. PhaseWare Tracker was built on highly scalable, industry-standard technology, open architecture, built-in APIs for integration with existing systems, and flexible delivery models (cloud or on-site).

The PhaseWare Tracker product suite includes PhaseWare Tracker Desktop, Tracker Beyond, Tracker Mobile, PhaseWare Event Engine, PhaseWare Self-Service Center, SSC Mobile, and Tracker Screen Designer. With these applications, PhaseWare Tracker supports the following solutions:

• Customer service and support

• Complaint management

• Help desk support

• Issue tracking

• Knowledge management

• Customer self-service

• Live Chat

PhaseWare offers powerful, intuitive, and affordable customer service and support solutions that create real competitive advantage for SMBs. The Tracker Suite was created to streamline your efforts to serve, support, retain, and maximize the value of every customer.

Benefits of using Tracker

Regardless of the channel that your customers use to contact you - be it phone, e-mail, self-service portal, or live chat - customers want the best solution to their problem as soon as possible.

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.

Starting from

80

/user

Per month

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Tracker's features

Features rating:

Alerts/Escalation
API
Assignment Management
Automated Routing
Call Center Management
Chat/Messaging
Customer Database
Customizable Branding
Dashboard
Document Storage
Email Management
Interaction Tracking
Issue Auditing
Issue Scheduling
IT Asset Management
Knowledge Base Management
Live Chat
Macros/Templated Responses
Mobile Access
Monitoring
Multi-Channel Communication
Prioritization
Project Management
Queue Management
Real-Time Chat
Recurring Issues
Reporting/Analytics
Self Service Portal
Service Level Agreement (SLA) Management
Support Ticket Management
Surveys & Feedback
Task Management

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Tracker pricing

Value for money rating:

Pricing plans

Pricing details:

Free plan
Free trial
Subscription

Starter (Basic)

80

/user

Per month

Features included:

  • Academy Learning Portal
  • Back Office Features
  • Complete ATS & CRM
  • No Annual Contract
  • Unlimited Records

Unlimited Starter

105

/user

Per month

Features included:

  • All Basic Features Plus Marketing & Automation Features
  • Collaboration Features
  • Job Board Integration for Posting
  • Job Board Integration for Sourcing
  • Temptracker

Pro

Empty state illustration for "No pricing info"

No pricing info

Features included:

  • Academy Learning Portal
  • Back Office Features
  • Complete ATS & CRM
  • No Annual Contract
  • Unlimited Records

Unlimited

Empty state illustration for "No pricing info"

No pricing info

Features included:

  • Academy Learning Portal
  • Back Office Features
  • Collaboration Features
  • Complete ATS & CRM
  • Marketing & Automation Features
  • No Annual Contract
  • Unlimited Records

Tracker integrations (3)

Tracker support options

Typical customers

Freelancers
Small businesses
Mid size businesses
Large enterprises

Platforms supported

Web
Android
iPhone/iPad

Support options

FAQs/Forum
Phone Support
24/7 (Live rep)
Knowledge Base
Email/Help Desk
Chat

Training options

Webinars
In Person
Documentation
Live Online
Videos

Tracker reviews

Overall rating

4.4

/5

66

Positive reviews

95

%

Rating breakdown
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8.42/10
Rating distribution

5

4

3

2

1

32

31

3

0

0

Pros
“The support team is on top of your needs and will have a quick resolution for you. From the first call, the representatives are attentive and very friendly.”
“The product is very good and the product support is very responsive. Any time we have contacted them with questions or for assistance we have had immediate, high quality service.”
“The Self-Service-Center has been a huge success for us, our customers love it. It's a very powerful tool and we take advantage of almost every feature it has.”
Cons
“If you do not close the program when you disconnect from the net you get lots of error messages.”
“Once the implementation is complete, you will be charged an hourly rate for any changes that may need to be made in the future.”
“We are software developers ourselves, so we knew what we wanted. We performed a very exhaustive search that dismissed many other products almost immediately, yet that search took hundreds of hours.”

Tracker FAQs

Q. What type of pricing plans does Tracker offer?

Tracker has the following pricing plans:
Starting from: $80.00/month
Pricing model: Subscription
Free Trial: Available

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Q. Who are the typical users of Tracker?

Tracker has the following typical customers:
Large Enterprises, Mid Size Business, Non Profit, Small Business


Q. What languages does Tracker support?

Tracker supports the following languages:
English


Q. Does Tracker support mobile devices?

Tracker supports the following devices:
Android, iPad, iPhone


Q. Does Tracker offer an API?

Yes, Tracker has an API available for use.


Q. What other apps does Tracker integrate with?

Tracker integrates with the following applications:
Microsoft Outlook, Jira, Salesforce.org Nonprofit Cloud


Q. What level of support does Tracker offer?

Tracker offers the following support options:
FAQs/Forum, Phone Support, 24/7 (Live rep), Knowledge Base, Email/Help Desk, Chat

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