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Tracker

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Customer Service and Support Management Software

(10)

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Tracker Pricing

Pricing overview

Value for money rating

4.2

/5

66

Price starts from

80

/user

Per month

Pricing options
Free plan
Subscription
Free trial

Pricing details

Starting at $45 per user per month

What users say

Good system, good pricing OUTSTANDING support. They are incredibly responsive to their customers needs.
The licensing model is affordable. Tech support is very good.

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Reviewers who mentioned pricing said:

KT
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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

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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.

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Don C.

Review source

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

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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.

CV
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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

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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.

TT
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Tommy T.

Review source

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

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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

RS
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Ray S.

Review source

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

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Good System, Good Pricing

Reviewed 13 years ago

Good system, good pricing OUTSTANDING support! They are incredibly responsive to their customers needs.

Pros

System allows the Field Services team to track over 2000 support instances per year. The knowledge base lets no solution go to waste in that it can easily be found if the problem is encountered at a later date. The use of Tracker and its knowledge base expands the proficiency level of the Support chain in that even lower level support personnel have the ability to apply a solution generated by a senior support engineer. The system includes a robust feature set that not only meets our short term needs but exceeds what we expect to be our long term goals for the software as well.

Cons

No cons with this system.

RP
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Robert P.

Review source

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

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Delivers the tools to help us support our customers.

Reviewed 13 years ago

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

Has all of the features needed to deliver professional help desk support services. Well integrated to the tracker customer self service web portal. Can easily build a knowledge base from your support tickets. Simple to understand, learn and use.

Cons

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

RL
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Robert L.

Review source

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

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Highly recommended if you require quick set-up and ease of use out of the box.

Reviewed 16 years ago

Highly recommended if you require quick set-up and ease of use out of the box.

Pros

- Quick installation and set-up - Ease of maintenance and administration - Responsive support assistance - User friendly

Cons

- Documentation needs work to be more complete and available on all areas, a lot of information only in vendor's head and not on paper. - Finding number of restrictions requiring specialized customizations, which could become expensive. - Minimal training tools.

DC
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Don C.

Computer Software,

Review source

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

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PhaseWare Tracker 7.1

Reviewed 10 years ago
Pros

PhaseWare had all of the features we were looking for right out of the box. We liked the idea of a hosted solution. Support is excellent. The price was much less than other help desk solutions.

Cons

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

CI
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Christopher I.

Review source

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

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I would recommend this product for any size companies.

Reviewed 16 years ago

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

Cons

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

ML
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Michael L.

Review source

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

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Phaseware Tracker

Reviewed 13 years ago

Good product, and if you choose this software, phaseware support will work with you in any possible implementation issues or customization requests

Pros

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

Cons

not completely customizable.