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Tracker

Customer Service and Support Management Software

Table of Contents

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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

/user

Per month

Alternatives with better value for money

Tracker's features

Features rating:

4.1

(66)

Alerts/Escalation

(0)

API

(0)

Assignment Management

(0)

Automated Routing

(0)

Call Center Management

(0)

Chat/Messaging

(0)

Customer Database

(0)

Customizable Branding

(0)

Dashboard

(0)

Document Storage

(0)

Email Management

(0)

Interaction Tracking

(0)

Issue Auditing

(0)

Issue Scheduling

(0)

IT Asset Management

(0)

Knowledge Base Management

(0)

Live Chat

(0)

Macros/Templated Responses

(0)

Mobile Access

(0)

Monitoring

(0)

Multi-Channel Communication

(0)

Prioritization

(0)

Project Management

(0)

Queue Management

(0)

Real-Time Chat

(0)

Recurring Issues

(0)

Reporting/Analytics

(0)

Self Service Portal

(0)

Service Level Agreement (SLA) Management

(0)

Support Ticket Management

(0)

Surveys & Feedback

(0)

Task Management

(0)

Tracker alternatives

Tracker

4.4

(66)

Starting from

/user

Per month

Free trial

Free version

Ease of Use

4.3

Features

4.1

Value for Money

4.2

Customer Support

4.8

Zoho Desk

4.5

(2.2K)

visit website

Starting from

Per month

Free trial

Free version

Ease of Use

4.4

Features

4.5

Value for Money

4.5

Customer Support

4.3

SysAid

4.5

(486)

visit website

Starting from

No pricing info

Free trial

Free version

Ease of Use

4.5

Features

4.5

Value for Money

4.5

Customer Support

4.5

HubSpot Service Hub

4.5

(178)

visit website

Starting from

Per month

Free trial

Free version

Ease of Use

4.4

Features

4.1

Value for Money

4.3

Customer Support

4.6

Tracker pricing

Value for money rating:

4.2

Pricing plans

Pricing details:

Free plan

Free trial

Subscription

Starter (Basic)

/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

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

Tracker integrations (3)

Top integrations

Jira

Microsoft Outlook

Salesforce.org Nonprofit Cloud

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

Positive reviews

Rating breakdown

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

Rating distribution

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.”

Christopher R.

“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.”

Ben C.

Director, Client Services

“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.”

Michele D.

Software Support

Cons

“If you do not close the program when you disconnect from the net you get lots of error messages.”

Donna E.

DIR of Network Operations

“Once the implementation is complete, you will be charged an hourly rate for any changes that may need to be made in the future.”

Christopher R.

IT Specialist/Level 2 Support

“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.”

Bob B.

Read all reviews