Tracker Features

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....

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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.

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

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.

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....

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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.

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.

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.

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...

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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.

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.

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

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.

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.

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

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.

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.

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.

alerts, easy to use and understand.

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

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.

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.

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.

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 :).

-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

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

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.

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

No pros were added to this review

No cons were added to this review

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.

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.

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.

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.

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.

We have not found any cons with this application.

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.

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.

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.

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.

The chat and knowledgebase features - which were our biggest priority - were easy to deploy and we were up and running quickly.

Customization of our knowledgebase was a little tricky to learn. Not so much in adding new content as much as controlling the environment.

The chat and knowledgebase features - which were our biggest priority - were easy to deploy and we were up and running quickly.

Customization of our knowledgebase was a little tricky to learn. Not so much in adding new content as much as controlling the environment.

The product is functional and usable. The product is very customizable. The licensing model is affordable. Tech support is very good.

Customizing the reports is a bit difficult, but useful. A report creating manual would be nice.

Good value, good for small businesses as it is a cheaper option but still capable of handling help desk needs. event engine allows for some customization

not completely customizable.