Tracker Features

Tracker

Customer Service and Support Management Software

4.42/5 (66 reviews)

Competitor Feature Comparison

API
Alerts / Escalation
Alerts/Notifications
Appointment Management
Archiving & Retention
Assignment Management
Automated Routing
CRM
Call Center Management
Call Recording
Canned Responses
Cataloging/Categorization
Chat/Messaging
Collaboration Tools
Communication Management
Configurable Workflow
Content Management
Customer Database
Customer History
Customizable Branding
Customizable Fields
Customizable Templates
Dashboard
Data Import/Export
Document Storage
Email Management
Email Templates
Event Triggered Actions
Feedback Management
Full Text Search
Help Desk Management
IT Asset Management
Interaction Tracking
Issue Auditing
Issue Scheduling
Knowledge Base Management
Knowledge Management
Live Chat
Macros/Templated Responses
Mobile Access
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multiple User Accounts
Network Monitoring
Performance Management
Performance Metrics
Prioritization
Project Management
Queue Management
Real Time Monitoring
Real-Time Chat
Real-time Updates
Recurring Issues
Reporting & Statistics
Reporting/Analytics
Routing
SSL Security
Search/Filter
Self Service Portal
Service Level Agreement (SLA) Management
Social Media Integration
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Tagging
Task Management
Template Management
Text Editing
Third Party Integrations
Voice Mail
Workflow Configuration
Workflow Management
Learn moreCompare App
API
Alerts / Escalation
Alerts/Notifications
Appointment Management
Archiving & Retention
Assignment Management
Automated Routing
CRM
Call Center Management
Call Recording
Canned Responses
Cataloging/Categorization
Chat/Messaging
Collaboration Tools
Communication Management
Configurable Workflow
Content Management
Customer Database
Customer History
Customizable Branding
Customizable Fields
Customizable Templates
Dashboard
Data Import/Export
Document Storage
Email Management
Email Templates
Event Triggered Actions
Feedback Management
Full Text Search
Help Desk Management
IT Asset Management
Interaction Tracking
Issue Auditing
Issue Scheduling
Knowledge Base Management
Knowledge Management
Live Chat
Macros/Templated Responses
Mobile Access
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multiple User Accounts
Network Monitoring
Performance Management
Performance Metrics
Prioritization
Project Management
Queue Management
Real Time Monitoring
Real-Time Chat
Real-time Updates
Recurring Issues
Reporting & Statistics
Reporting/Analytics
Routing
SSL Security
Search/Filter
Self Service Portal
Service Level Agreement (SLA) Management
Social Media Integration
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Tagging
Task Management
Template Management
Text Editing
Third Party Integrations
Voice Mail
Workflow Configuration
Workflow Management
Visit WebsiteCompare App
API
Alerts / Escalation
Alerts/Notifications
Appointment Management
Archiving & Retention
Assignment Management
Automated Routing
CRM
Call Center Management
Call Recording
Canned Responses
Cataloging/Categorization
Chat/Messaging
Collaboration Tools
Communication Management
Configurable Workflow
Content Management
Customer Database
Customer History
Customizable Branding
Customizable Fields
Customizable Templates
Dashboard
Data Import/Export
Document Storage
Email Management
Email Templates
Event Triggered Actions
Feedback Management
Full Text Search
Help Desk Management
IT Asset Management
Interaction Tracking
Issue Auditing
Issue Scheduling
Knowledge Base Management
Knowledge Management
Live Chat
Macros/Templated Responses
Mobile Access
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multiple User Accounts
Network Monitoring
Performance Management
Performance Metrics
Prioritization
Project Management
Queue Management
Real Time Monitoring
Real-Time Chat
Real-time Updates
Recurring Issues
Reporting & Statistics
Reporting/Analytics
Routing
SSL Security
Search/Filter
Self Service Portal
Service Level Agreement (SLA) Management
Social Media Integration
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Tagging
Task Management
Template Management
Text Editing
Third Party Integrations
Voice Mail
Workflow Configuration
Workflow Management
Learn moreCompare App

Mobile apps

iOS App


1 review

Requires iOS 12.2 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


0 reviews

Tracker Feature Reviews

25 reviewers had the following to say about Tracker's features:

Robert P.

Delivers the tools to help us support our customers.

2011-02-02

Feature for feature and for what we needed to deliver professional helpdesk support services, this product beats many others that come with a higher price tag.

Pros

Well integrated to the tracker customer self service web portal.

Cons

The emailing of bulk letters and notices to customers could be made easier to perform.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Christopher R.

PhaseWare Exceeds Expectations

2011-02-02

If your organization is searching for a solution that will allow you to log, track, and report incidents, this software is for you.

Pros

PhaseWare support support is friendly and they also include a Knowledge Base/FAQ area based on using the same software.

Cons

- Be sure you know what you want from your software up front. Once the implementation is complete, you will be charged an hourly rate for any changes that may need to be made in the future. - There is a learning curve once you first use it, after the inital use you wonder how your organization did without it.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
George S.

Great product for help desks and technical servicing.

2008-10-31

Great product for help desks and technical servicing.

Pros

Product keeps track of active & closed tickets, keeps a knowledge base and allows you to set flexible service and billing plans for clients.

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.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Sara S.

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

2009-04-02

Tracker was less costly and far more valuable than our previous ticketing solution.

Pros

PhaseWare handles Tracker support using its own software - something we were surprised to find that some competitors don't do-- and their Self Service Center is highly usable with active community forums and great downloadable documentation.

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).

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Tommy T.

Customizable Customer Support Ticketing System

2011-02-02

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

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Teresa L.

Phaseware has proven to be a robust and sound software solution.

2009-03-11

We recommend Phaseware for all customer service management needs.

Pros

Phaseware manages and provides a central database of customer records and contact information that all staff may access 24/7, from any location.

Cons

No notable issues have been reported by staff.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Kim T.

Great System for Tracking Support

2017-03-23

The different types of report that can be customized and tailored to my needs is the biggest value for this system.

Pros

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

Cons

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Tyrone S.

Phaseware Tracker easy to use, understand

2017-03-23

I find the software easy to use and love the alerts and reminders functionality.

Pros

alerts, easy to use and understand.

Cons

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

Rating breakdown

Ease of use
Features

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Gerry M.

Great Support Platform

2017-03-23

We also use Tracker to tag tickets so they can be reported in updates and version release notes.

Pros

Browser based so it can be accessed from multiple devices, the ability to do text searches is excellent.

Cons

When using the Home screen the Open Tickets by Staff widget, the bars are too wide and so you can only see 10 or so staff members, if those bars were narrower and the staff name field wrapped, that would help

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering Tracker

Not at this time.

Source: Capterra
Helpful?   Yes   No
Read more
Ryan H.

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

2009-02-04

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

Was able to integrate it with other systems since it's an open SQL Server database.

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.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Manish K.

Phaseware Review_ABB 279

2017-04-03

It help to create report as per need and dashboard can be customized which is a good feature.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Sue B.

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

2008-10-29

I would like to spend some time expalaining exactly what we need to see if our needs fit the development plan of the product.

Pros

This is our first call management application and it has helped us a great deal.

Cons

The way the system tracks support agreements is not how we track it so this feature is of no help.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Christopher I.

I would recommend this product for any size companies.

2008-11-05

I would recommend this product for any size companies. It is simple enough for a small company and powerful enough for a large company.

Pros

The product is very customizable. The licensing model is affordable.

Cons

Customizing the reports is a bit difficult, but useful.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Bob B.

Excellent Customer Support / Helpdesk

2011-02-03

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.

Cons

We spent more time than we should have before going live. This really isnt PhaseWares fault.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Leon W.

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

2008-10-31

The ease of use using the web portal made even the computer illiterate feel comfortable.

Pros

The web portal is great and easy to use.

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.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Barry H.

Former PhaseWare Tracker power user

2015-04-16

Pros

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

In the end, we went transitioned to a different solution because of some integration possibilities that we needed.

Rating breakdown

Ease of use
Features
Customer support

Time used: Less than 6 months

Likelihood to recommend

9/10

Recommendations to others considering Tracker

It depends entirely on organization size, when we needed to move to a particular sort of enterprise solution we went in a different direction. That being said, I would strongly recommend taking a serious look at PhaseWare Tracker.

Source: Software Advice
Helpful?   Yes   No
Read more
Darin B.

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

2008-10-30

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.

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.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Kim T.

Great way to capture and document your internal issues

2017-07-18

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

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 amount of time it takes to delete unrelated information such as images from an email that isn't necessary, etc.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Erick E.

Would Love a Search Feature

2014-09-03

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.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend

5/10

Recommendations to others considering Tracker

Try to learn as much as you can about the software.

Source: Software Advice
Helpful?   Yes   No
Read more
Teresa L.

I've been a PhaseWare Tracke user since the initial software release.

2015-04-16

Pros

I am forever loyal to this brand as it continues to evolve with the times and always offers my companies the latest in technology and client management.

Cons

I frequently recommend their products and services to my associates.

Rating breakdown

Ease of use
Features
Customer support

Time used: 2+ years

Likelihood to recommend

10/10

Recommendations to others considering Tracker

When purchasing a product like this, be certain it is user friendly and easy to train otherwise you find yourself with a second career. Training new staff members is quick and efficient with Phaseware. Tracker is easy to train and use.

Source: Software Advice
Helpful?   Yes   No
Read more
Randel P.

Tracker Beyond our expectations

2017-03-23

From an internal prospective, it gives a real time look at the performance and through put of our organizations.

Pros

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

Cons

the ability to see past viewed tickets. The screen roles as you scroll up and down the journal entries.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Jody P.

Badanes / CMDI Review

2011-06-09

Mostly because of its flexibility and because of the customer support.

Pros

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

Cons

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

Source: GetApp
Helpful?   Yes   No
Read more
Ginny B.

Badanes / CMDI Review

2011-02-01

Mostly because of its flexibility and because of the customer support.

Pros

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

Cons

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

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Don C.

ViryaNet review of Tracker 5

2011-02-04

It's a great product with outstanding support and I highly recommend it to others.

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.

Cons

Reports don't provide full access to all user defined or system fields without having to make some customizations.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Caesar V.

Great value and support

2017-03-23

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

Either party can log into the self-service center to see their stuff.

Cons

The product does what we need it to do, and support is excellent.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more