App comparison
Add up to 4 apps below to see how they compare. You can also use the "Compare" buttons while browsing.
GetApp offers objective, independent research and verified user reviews. We may earn a referral fee when you visit a vendor through our links.
Our commitment
Independent research methodology
Our researchers use a mix of verified reviews, independent research, and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology.
Verified user reviews
GetApp maintains a proprietary database of millions of in-depth, verified user reviews across thousands of products in hundreds of software categories. Our data scientists apply advanced modeling techniques to identify key insights about products based on those reviews. We may also share aggregated ratings and select excerpts from those reviews throughout our site.
Our human moderators verify that reviewers are real people and that reviews are authentic. They use leading tech to analyze text quality and to detect plagiarism and generative AI.
How GetApp ensures transparency
GetApp lists all providers across its website—not just those that pay us—so that users can make informed purchase decisions. GetApp is free for users. Software providers pay us for sponsored profiles to receive web traffic and sales opportunities. Sponsored profiles include a link-out icon that takes users to the provider’s website.
Tracker
5
32
4
31
3
3
2
0
1
0
Based on GetApp‘s extensive, proprietary database of in-depth, verified user reviews
Customer Service and Support Management Software
Table of Contents
Is this product right for your business?
Find out with a
Tracker - 2026 Pricing, Features, Reviews & Alternatives
All user reviews are verified by in-house moderators and provider data by our software research team. Learn more
Last updated: February 2026
Tracker 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.
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.
Starting price
per month
Alternatives
with better value for money
Tracker’s user interface
Tracker review summaries overview
To determine these pros and cons insights, we analyzed responses from
Overall rating
Value for money
4.2
Features
4.1
Ease of use
4.3
Customer support
4.8
Reviews sentiment
What do users say about Tracker?
Reviewers indicate Tracker offers strong customer support, with staff responding quickly and efficiently to inquiries and customization requests. They say it helps manage customer relationships, centralize records, and streamline help desk operations, making it easier to address client needs and improve service quality. Some mention that customer feedback is valued and leads to product improvements. They also note the product is well-suited for both small businesses and larger organizations needing robust support tools.
Users report Tracker is generally easy to implement and use, with a smooth transition from other systems and intuitive navigation. They find the interface user-friendly and appreciate that new hires can quickly adapt, though some mention a learning curve and suggest icons could be more intuitive. They say the web portal is simple to understand and use.
Select to learn more
Tracker's key features
Most critical features, based on insights from Tracker users:
All Tracker features
Features rating:
Tracker alternatives
Tracker
Starting from
80
/user
Per month
LiveAgent
Starting from
15
/user
Per month
Freshdesk
Starting from
19
/user
Per month
Zendesk Suite
Starting from
55
/user
Per month
Tracker pricing
Pricing plans
Pricing details:
Pro
No pricing info
Features included:
- Academy Learning Portal
- Back Office Features
- Complete ATS & CRM
- No Annual Contract
- Unlimited Records
Unlimited
No pricing info
Features included:
- Academy Learning Portal
- Back Office Features
- Collaboration Features
- Complete ATS & CRM
- Marketing & Automation Features
- No Annual Contract
- Unlimited Records
User opinions about Tracker price and value
Value for money rating:
Tracker integrations (3)
Top integrations
Tracker customer support
What do users say about Tracker customer support?
Customer support rating:
We analyzed verified user reviews to identify positive and negative aspects of Tracker customer support.
Widespread user sentiment highlights Tracker's customer support as highly responsive, knowledgeable, and quick to resolve issues.
A significant portion of users appreciate the friendly, professional support staff and the helpful training sessions provided.
Multiple users value the team's willingness to address special requests, offer customizations, and listen to customer feedback.
Support options
Training options
Tracker FAQs
Tracker has the following typical customers:
Small Business, Mid-size Business, Large Enterprises
These products have better value for money
Q. Does Tracker support mobile devices?
Tracker supports the following devices:
iPhone, iPad, Android
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