App comparison

Add up to 4 apps below to see how they compare. You can also use the "Compare" buttons while browsing.

Tracker Logo

Tracker

4.4
(66)

Write a review

Customer Service and Support Management Software

(10)

GetApp offers objective, independent research and verified user reviews. We may earn a referral fee when you visit a vendor through our links. Learn more

Tracker Features

Features Summary

Functionality

4.1

/5

66

Total features

34

5 categories

Tracker features

API
Alerts/Escalation
Appointment Management
Assignment Management
Automated Routing
Call Center Management
Chat/Messaging
Customer Database

Common features of Customer Service software

API
Activity Tracking
Alerts/Escalation
Appointment Management
Autoresponders
Calendar Management
Call Center Management
Call Routing

Price starts from

80

/user

Per month

Pricing options
Free plan
Subscription
Free trial

Screenshots

Contenders comparison

Functionality

4.1

/5

66

Price starts from

80

/user

Per month

learn more

Total Features

34

Unique features

  • IT Asset Management

Functionality

4.4

/5

3.8K

Price starts from

55

/user

Per month

visit website

Total Features

182

Features in Common

32

Unique features

  • Full Text Search

  • Offline Form

  • Account Alerts

  • Capacity Management

Functionality

4.5

/5

2.1K

Price starts from

14

/user

Per month

visit website

Total Features

158

Features in Common

32

Unique features

  • Multi-Channel Management

  • Real-Time Monitoring

  • Data Import/Export

  • @mentions

Common Tracker comparisons

Reviewers who mentioned features said:

AvatarImg
AvatarImg

Ryan G.

Computer Software, 51-200 employees

Used daily for 1-2 years

Review source

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

Share this review:

Great case tracking UI

Reviewed 5 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.

RP
AvatarImg

Randel P.

Retail, 10,001+ employees

Used daily for 2+ years

Review source

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

Share this review:

Tracker Beyond our expectations

Reviewed 7 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.

BB
AvatarImg

Bob B.

Review source

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

Share this review:

Excellent Customer Support / Helpdesk

Reviewed 13 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.

KT
AvatarImg

Kim T.

Financial Services, 201-500 employees

Used daily for 2+ years

Review source

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

Share this review:

Great System for Tracking Support

Reviewed 7 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.

KT
AvatarImg

Kim T.

Financial Services, 1,001-5,000 employees

Used daily for 2+ years

Review source

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

Share this review:

Great way to capture and document your internal issues

Reviewed 7 years ago

The ability to track employees and responses makes this a great tool for us to reach out to end users and retrain/hire as needed.

Pros

The ability to create multiple departments, SLAs, and agents is a big bonus in this tracker program. It allows you to create reports based on users, departments, and issues. When you're falling behind in SLA, you can run the report and figure out the trend as to what/how/why and train or hire accordingly. I love being able to go back and explain to a user what happened and how I can fix it based on the information captured in the incident.

Cons

The ability to customize additional fields can be improved. The amount of time it takes to delete unrelated information such as images from an email that isn't necessary, etc. Also, unable to attach multiple images and screen shots in one go makes this a little more time consuming.

LW
AvatarImg

Leon W.

Review source

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

Share this review:

This tool is very useful and keeps work orders (incidents) on track and visible.

Reviewed 15 years ago

This tool is very useful and keeps work orders (incidents) on track and visible to the people who initiated the work order and the personnel assigned to perform tyhe work order. Reporting is great and comprehensive. The ease of use using the web portal made even the computer illiterate feel comfortable. This is a great product and the support staff are very good at in thier roles and will help the customer out any way possible.

Pros

After setup, it was easy to install (web GUI), train, and use. Users were adding work orders and the PhaseWare tracker alerts are keeping me up to date and I was able to respond quickly, and assign the work order to a technician. Using the Journal entries was great because it kept the customer up to date on thier work order and allowed efficent reporting for inquiries about a particular work order....

Cons

This was not really a con, but the first intial training session was a little confusing and jumped around a bit. I think that was in part to our company asking questions while the trainer was walking us through the application. I would reccommend a beginning to end approach for the training. The trainer was very gracious and patient with our questions.

AvatarImg
AvatarImg

Don C.

Review source

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

Share this review:

ViryaNet review of Tracker 5

Reviewed 13 years ago

It's a great product with outstanding support and I highly recommend it to others. I am very pleased with the ease of implementation and functionality. I give it 5 out of 5 stars. Price/functionality is much better than any of the competitors we evaluated during our 12 month search for a support tracking system.

Pros

We have a hosted environment and have not had any down time. Not having to install, update or maintain environments has saved us a considerable amount of time. Support is great they answer questions very quickly. Very few bugs encountered. So far only some minor bugs which were resolved quickly. Easy to use with 95+% of the functionality we needed.

Cons

Reports don't provide full access to all user defined or system fields without having to make some customizations. The web screens I found difficult to customize - not intuitive. A lot of screens commit instantly so you can sometimes overwrite things inadvertantly. I think the administrative screens should allow you save changes or revert back, not necessary for the incident screens.

SS
AvatarImg

Sara S.

Review source

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

Share this review:

So far we have been very pleased with the performance of the product and the company.

Reviewed 15 years ago

So far we have been very pleased with the performance of the product and the company. Based on their quick response and willingness to implement customer feedback we expect the product will improve further and continue to exceed expectations. Tracker was less costly and far more valuable than our previous ticketing solution.

Pros

The PhaseWare team was responsive to every special need and request that we made, including some significant customizations to the program. They even set up a custom demo installation on their own servers, and left it active for testing and training during our entire implementation period. Every member of their team was intelligent, personable, and provided great customer service. PhaseWare handles...

Cons

The Self Service Center is a bit blocky looking "out of the box" and is missing some features that are offered by many competitors (like "email this article" and "print" links, and rich text formatting in the knowledgebase). Creating "canned" responses and template incidents requires administrator level access, and the method of adding the canned snippets to support incidents in progress is cumbersome. No ability to manually sort field values or lists of downloads, FAQs, etc-- nearly all display alphabetically. There are limited tools available for ad hoc reporting/querying - the report designer requires programming knowledge.

CV
AvatarImg

Caesar V.

Government Administration,

Used daily for 1-2 years

Review source

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

Share this review:

Great value and support

Reviewed 7 years ago

PhaseWare had all of the features my agency was looking for right out of the box. We needed a hosted solution. The price was affordable and competitive with the many other business solutions.

Pros

They have deep features that we could not find elsewhere, even in products costing 2-3 times as much. For example, we sell software, and Tracker gives us the ability to relate solution providers (resellers of our software) to our end users, the retailers. We can easily respond to either party and keep the other party in the loop. Either party can log into the self-service center to see their stuff.

Cons

No complaints. The product does what we need it to do, and support is excellent.

AC
AvatarImg

Armando C.

Review source

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

Share this review:

Overall a very solid product.

Reviewed 15 years ago

Overall a very solid product. The initial setup of the specific parameters for your company takes some thought and time. However, once this is done the maintenance of the product is easy. We have not had a major technical issue with the product since it has been in production.

Pros

This software was purchased to replace an exisiting Help Desk software product. Phase Ware Tracker was purchased with certain qualities in mind. Foremost was a product that serve as a communication tool between end users and technicians. Tracker handles the task easily with automatically generated emails between users and technicians initiated with journal entries. Second, we needed a product that would automate a series of tasks initiated by a single user. Tracker's workflow process help us in this regard. Customer support has been excellent. Phase Ware uses its own product for their own customer support. The customer support representatives have been very helpful and timely in their responses. I have never had a problem getting an issue resolved.

Cons

The user manual is very terse and it reads more like a developer manual. There is not a lot of explanation about how to perform certain key functions. Rather, the manual explains functions of the software but not how those function integrate to the whole. Perhaps a rewrite of the user manual with on emphasis on how to do certain common tasks.

JT
AvatarImg

J T.

Review source

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

Share this review:

Review of Phaseware Tracker by a hardware company support desk

Reviewed 13 years ago

If you know what you are looking for, I would recommend trying this product. We did not get a trial period and perhaps we should have (the salesman's representation of the product did not end up matching reality and a trial would have allowed me to have a stronger feel upfront for what the product could and could not do). Overall the product does not have many bugs and the support team is great.

Pros

Product is a customer oriented (versus product oriented) support help desk. If you track issues by customer (versus product) it will meet your needs. It is easy to use, the support team is great, and simple modifications to layout are easy to do and intuitive

Cons

The documentation on how to install the system was not initially made available to us. The company verbally walked us through the installation, but we requested documents to have on hand if issues arose in the future. These were later provided in email format. The product is geared towards tracking issues by customer/company name. If you track by product part number (like PC company's use Service Tags) this product will not work well for you.

SB
AvatarImg

Sue B.

Review source

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

Share this review:

I would like to spend some time expalaining exactly what we need to see if our needs fit the develop

Reviewed 15 years ago

I would like to spend some time expalaining exactly what we need to see if our needs fit the development plan of the product. We do not want to change products, but will if we are headed in different directions.

Pros

The tracking of calls works well and we love being able to drag in emails, faxes and recorded phone conversations into the calls. We like being able to customize screens and add fields. This is our first call management application and it has helped us a great deal.

Cons

We evidently have very unique needs in our software support tracking. The way the system tracks support agreements is not how we track it so this feature is of no help. Without this, the system is unable to help us with billing. We have created a billing work around, although the process takes time. System auto saves so the single drop of a pen on a keyboard or a click of a mouse with a lost cursor can erase an entire conversation. We have other areas we have requested changes or enhancements on but have only seen one of those come to production and that change is not reflected in reports.

DR
AvatarImg

Denis R.

Computer Software, 11-50 employees

Used daily for 6-12 months

Review source

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

Share this review:

Overall Support system very easy to use

Reviewed 7 years ago

Use Tracker on a daily basis to record and solve client issues. Tracker allows me to catagorize and track time on my calls and to see across the company what is outstanding.

Pros

Being able to jump from screen to screen is easy to do.

Cons

No clear cut area to setup customer connection information so where we put this inforamtion we have to drill into the client to see it each and every time

TS
AvatarImg

Tyrone S.

Computer Software, 11-50 employees

Used daily for 6-12 months

Review source

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

Share this review:

Phaseware Tracker easy to use, understand

Reviewed 7 years ago

I find the software easy to use and love the alerts and reminders functionality. Only thing I have not been able to find, figure out how to setup to view at any point with ticket other support reps currently have "active" as-in working on that ticket at that time.

Pros

alerts, easy to use and understand.

Cons

May simply need more training or review more to learn all of the many features, functions.

TT
AvatarImg

Tommy T.

Review source

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

Share this review:

Customizable Customer Support Ticketing System

Reviewed 13 years ago

Tracker will help any entity provide a way to support its customers. Priced right for all the enriched features, Phaseware has supported its product expeditiously. Customizing Tracker can be endless with all the available options built into the application. Tracker continues to grow as a product as Phaseware continues to listens to their customers feedback.

Pros

-Great Product for Price -Great Customer Support -Extensive Online Forum Community -Very Customizable -Event Engine/Email Checker for automation -Contact Creation on known Customer's Domain -Automatic Password Recovery -Securities and SLA features -TOD: Tracker On Demand for on the go -Chat capabilities -Ease of Use and Ease of Training

Cons

-Email Checker needs the capability to prescreen incoming emails -Event Engine cost per event can get expensive -Unable to assign group to an incident

SP
AvatarImg

Sachin P.

10,001+ employees

Used weekly for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

A good tool for B2B day-to-day problem creation and finding solution.

Reviewed 6 years ago
Pros

I am just trying this software out and haven't really implemented this anywhere yet, but looks promising until now. The best features that it provides me with mobile compatibility and the analytics part is as detailed as you would like. Custom fit design capability, IM functionality and optimized search option are pros in this case.

Cons

Haven't tried the system completely yet, hence will post the cons after comparing with the competition in depth later. Hopefully i can edit this later :).

DB
AvatarImg

Darin B.

Review source

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

Share this review:

I'd recommend this to pretty much any company that has over 100 users they support.

Reviewed 15 years ago

I'd recommend this to pretty much any company that has over 100 users they support on a regular basis, either internal or external.

Pros

Tracker is amazingly customizable and took roughly an hour to design things so they work best for Stratasys. It's also very quick and lightweight on the systems it's installed on. Our SLA success has gone up nearly 10% since we started using tracker and I'm sure the program is responsible for at least half of that gain, if not more.

Cons

Report modification/customization is a bit tough, but that's not unique to Tracker. Tracker does a better job at this than most but it's still the one area that that frustrates the most. That being said, they are very quick and willing to help out where they can with SQL code (which is usually what it ends up being) via their forums or email which is far and above what most companies do.

CR
AvatarImg

Christopher R.

Telecommunications,

Review source

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

Share this review:

Should be your solution for your tracking needs

Reviewed 10 years ago
Pros

What I like best about PhaseWare Tracker is the service and support we receive the few times we have had to contact their team. They are easy to talk to and understand. 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. They work to resolve the issue in a timely manner and sometimes make follow up to ensure that there is nothing further needed before they close the ticket out. I thought our service department was top-notch, but I have molded our team to mimic what PhaseWare provides for their own customers.

Cons

I am unable to find anything I like least about it.

MK
AvatarImg

Manish K.

10,001+ employees

Used weekly for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Phaseware Review_ABB 279

Reviewed 7 years ago

It is good too to keep record of all ticket and take necessary action. It help to create report as per need and dashboard can be customized which is a good feature.

Pros

No pros were added to this review

Cons

No cons were added to this review

RH
AvatarImg

Ryan H.

Review source

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

Share this review:

Support and their customer service is excellent. Overall this has helped our company a lot.

Reviewed 15 years ago

Support and their customer service is excellent. Overall this has helped our company a lot. Most of our tech calls can't be deflected although we are deflecting some, however what has helped us the most is the tracking and organization of support tickets.

Pros

Not hosted - so we spent a little more up front but will save more in the long run. Was able to integrate it with other systems since it's an open SQL Server database. The customization features of this software make it extremely adaptable to any company.

Cons

Not many - the two main features we were looking for were the ability for a chat or remote support integration, and an ability for users to rate the level of support. Both of which are going to be features they are working on or considering in future updates.

BB
AvatarImg

Bob B.

Computer Software,

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

Phaseware Tracker Review

Reviewed 10 years ago
Pros

They have deep features that we could not find elsewhere, even in products costing 2-3 times as much. For example, we sell software, and Tracker gives us the ability to relate solution providers (resellers of our software) to our end users, the retailers. We can easily respond to either party and keep the other party in the loop. Either party can log into the self-service center to see their stuff.

Cons

It was hard to find! 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.

MS
AvatarImg

Michael S.

Review source

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

Share this review:

Phaseware is a fantastic application. It has been a complete success for our organization.

Reviewed 15 years ago

Phaseware is a fantastic application. It has been a complete success for our organization. We have been pleased with all aspects of the application. One of the most impressive aspects is the ease of use. Whether you have been using a call tracking application or not, learning to use PhaseWare is quick and simple. It is very intuitive.

Pros

The transition from our old application to Tracker was incredibly smooth and easy. Any issue I have come across have been quickly addressed by the Tracker Support team. The application has continued to evolve and each version has been better. The upgrade process has always been easy and quick.

Cons

We have not found any cons with this application.

BH
AvatarImg

Barry H.

Computer Software,

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Former PhaseWare Tracker power user

Reviewed 9 years ago
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. We were able to identify trouble spots in our software from an end user's perspective by reviewing what was being reported most frequently. We were able to see who our star performers were from both a quantity, number of tickets, and quality, number of one time resolutions.

Cons

Didn't really have a problem with the product or the vendor. In the end, we went transitioned to a different solution because of some integration possibilities that we needed.

GS
AvatarImg

George S.

Review source

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

Share this review:

Great product for help desks and technical servicing.

Reviewed 15 years ago

Great product for help desks and technical servicing.

Pros

Well suited for help desks and onsite technical servicing. Product keeps track of active & closed tickets, keeps a knowledge base and allows you to set flexible service and billing plans for clients. Ticket alerts are also nice.

Cons

None so far.... The product has met our expectations. If anything, the icons could be a little more intuative, I find that I have to mouse over them to figure out what they are. This shouldn't be a problem once I get used to the icons.

EE
AvatarImg

Erick E.

Computer Software,

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend5/10

Share this review:

Would Love a Search Feature

Reviewed 10 years ago
Pros

I like the ability to track customer issues throughout the lifetime of the software.

Cons

There's no useful search feature. We waste a lot of time trying to research common failures, but it can't be done, or we have to ask the distance support how to set up items to get the desired search. It needs a better report system or one that is easier to use.