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Tracker

Customer Service and Support Management Software

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Tracker Pricing, Features, Reviews and Alternatives

Tracker product overview

Price starts from

$

45

/momonth
Per Feature

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

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.

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 pricing information

Value for money

4.2

/5

66

Price starts from

$

45

/momonth
Per Feature

Pricing options

Free plan
Subscription
Free trial
Pricing range

Value for money contenders

Tracker features

Functionality

4.1

/5

66
Total Features36 5 categories

Most valued features by users

Reporting/Analytics
API
Chat/Messaging
Customizable Branding
Multi-Channel Communication
Live Chat
Alerts / Escalation
Surveys & Feedback

Functionality contenders

Tracker users reviews

Overall rating

4.4

/5

66

Positive reviews

95%

Write a review
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
Excellent product with superb support and customer service. The reporting was flexible and allowed us to pull out all the metrics that mattered most to us.

BH

Barry H.

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.

MD

Michele D.

Flexibility to set up to capture the info you need to see and the company is eager to help you get it set up in the manner that is best for you.

RC

Rick C.

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

DE

Donna E.

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.

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.

BB

Bob B.

Overall rating contenders

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Great case tracking UI

Reviewed 3 years ago
Pros

The ability to create parent and child cases with ease. Updating each case is simple also.

Cons

The outlook integration is cumbersome, but the integrated email is great.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Tracker Beyond our expectations

Reviewed 5 years ago

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...

Pros

Easy to use for new hires to come up to speed quickly.

Cons

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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The system meet the daily needs of my department. I love having one work queue visible to my team.

Reviewed 4 years ago
Pros

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.

Cons

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.

Vendor response

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

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

Excellent Customer Support / Helpdesk

Reviewed 11 years ago

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.

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. 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....

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. 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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Great System for Tracking Support

Reviewed 5 years ago

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.

Pros

The ability to track support provided. The types of reports that can be produced and customized to track the support.

Cons

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.

Tracker FAQs and common questions

Tracker has the following pricing plans:
Starting from: $45.00/month
Pricing model: Subscription
Free Trial: Available


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


Tracker supports the following languages:
English


Tracker supports the following devices:
Android, iPhone


Yes, Tracker has an API available for use.


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


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

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