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Tracker
Based on GetApp‘s extensive, proprietary database of in-depth, verified user reviews
Customer Service and Support Management Software
Table of Contents
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Tracker - 2026 Pricing, Features, Reviews & Alternatives
All user reviews are verified by in-house moderators and provider data by our software research team. Learn more
Tracker overview
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.
Key benefits of using Tracker
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 price
per month
Alternatives
with better value for money
Tracker’s user interface
Tracker pros, cons and reviews insights
To determine these pros and cons insights, we analyzed responses from
Overall rating
Value for money
4.2
Features
4.1
Ease of use
4.3
Customer support
4.8
Reviews sentiment
What do users say about Tracker?
Reviewers appreciate Tracker for its strong customer support, quick response times, and effective help desk management. They mention that it centralizes customer records, streamlines communication, and adapts to feedback, making customer interactions more manageable and improving service quality. They find the support team knowledgeable and responsive, with helpful training and customization options. Some note that ongoing changes after implementation may incur extra costs.
Users report Tracker is easy to implement and intuitive for most tasks, with a smooth transition from other systems. They say the interface is generally user-friendly, though some mention a learning curve and occasional complexity.
Select to learn more
Who uses Tracker?
Based on 66 verified user reviews.
Company size
Small Businesses
Midsize Businesses
Enterprises
Top industries
Use cases
- Not enough reviewsTracker's features
Features rating:
Tracker alternatives
Tracker
Starting from
80
/user
Per month
Zendesk Suite
Starting from
39
Per month
LiveChat
Starting from
24
Per month
HubSpot Service Hub
Starting from
15
Per month
Tracker pricing
Pricing plans
Pricing details:
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
User opinions about Tracker price and value
Value for money rating:
To see what individual users think of Tracker's price and value, check out the review snippets below.
Christopher R.
Ben C.
Director, Client Services
Tracker integrations (4)
Top integrations
Tracker customer support
What do users say about Tracker customer support?
Customer support rating:
We analyzed 33 verified user reviews to identify positive and negative aspects of Tracker customer support.
Widespread user sentiment highlights the support team's quick, knowledgeable, and highly responsive assistance.
A significant portion of users praise the friendly, professional service and helpful training sessions provided by support.
Multiple users value the team's willingness to address special requests and implement customer feedback promptly.
Support options
Training options
To see what individual users say about Tracker's customer support, check out the review snippets below.
“The product has many features; customer service is above average with their quick response time and knowledge about their product; training sessions are very helpful”
Iris B.
Office Manager
“What I like best about PhaseWare Tracker is the service and support we receive the few times we have had to contact their team.”
Christopher R.
“What about support, you might ask. While we seldom need it, the few times we have needed it, they were quick, efficient, and professional, and they took care of the issue completely.”
Raymond S.
Tracker FAQs
Tracker has the following pricing plans:
Starting from: $80.00/month
Pricing model: Subscription
Free Trial: Available
These products have better value for money
Q. Who are the typical users of Tracker?
Tracker has the following typical customers:
Large Enterprises, Mid Size Business, Non Profit, Small Business
Q. What languages does Tracker support?
Tracker supports the following languages:
English
Q. Does Tracker support mobile devices?
Tracker supports the following devices:
Android, iPad, iPhone
Q. Does Tracker offer an API?
Yes, Tracker has an API available for use.
Q. What other apps does Tracker integrate with?
Tracker integrates with the following applications:
Microsoft Outlook, Jira, Salesforce.org Nonprofit Cloud
Q. What level of support does Tracker offer?
Tracker offers the following support options:
FAQs/Forum, Phone Support, 24/7 (Live rep), Knowledge Base, Email/Help Desk, Chat