Tracker Reviews - Pros & Cons, Ratings & more

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PhaseWare's Tracker product suite is the premiere customer service and support software solution for those looking for configurability. Top features include: visual workflows, automated business rules, powerful reporting tools, and performance management tools.

Tracker

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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.

Director, Client Services

The product is very good and the product support is very responsive. Any time we have contacted them with questions or for assistance we have had immediate, high quality service.

Software Support

The Self-Service-Center has been a huge success for us, our customers love it. It's a very powerful tool and we take advantage of almost every feature it has.

Closing Quality Manager

There are times when I need to access queues for other departments and I'm able to do so with ease. I also love the ability to be able to track a file by different parameters within the system.

Customer Support has been amazing and has helped me to improve how our team uses the product. In addition, we are now aware and use additional functionality.

Compliance Analyst

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.

Senior Systems Analysist

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.

Support & Test Manager

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.

Information Services Account Executive

The web portal is great and easy to use. I really like to email setup as well to let me know what's going on and reminding me when a work order is due or to follow up.

IT Director

The licensing model is affordable. Tech support is very good.

Project Manager

Based on their quick response and willingness to implement customer feedback we expect the product will improve further and continue to exceed expectations.

DIR of Network Operations

If you do not close the program when you disconnect from the net you get lots of error messages.

The price was much less than other help desk solutions.

Associate Director

The customer service is great, always responsive. It would be helpful if the product included integration with other helpdesk products.

Vice President

Has all of the features needed to deliver professional help desk support services. Well integrated to the tracker customer self service web portal.

IT Specialist/Level 2 Support

Once the implementation is complete, you will be charged an hourly rate for any changes that may need to be made in the future.

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.

Help Desk Supervisor

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.

Great case tracking UI

The system meet the daily needs of my department. I love having one work queue visible to my team.

Hi, I would like to address the con that you listed with the interface.  The PhaseWare Administrator at each organization makes decisions on the user interface.  By your comment, I would assume you are using the Tracker Desktop product which looks very dated.  If you have a moment, please review the Tracker Beyond product ( https://www.phaseware.com/tracker-beyond )that has been released over the past few years as a refresh to our desktop product.  We look forward to your feedback.

Best Regards,
-Hoyt

Great way to capture and document your internal issues

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.

Phaseware Review_ABB 279

Tracker works the way we need it too. It works quickly and efficiently. Customer support is quick to answer all of our questions. 

Great Software

Tracker has really made keeping track of tickets, internal and external simple and accessible on multiple platforms, PC, Phone, Tablet, etc...  In addition the searching capability is very robust.  We also use Tracker to tag tickets so they can be reported in updates and version release notes.

Great Support Platform

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.

Phaseware Tracker easy to use, understand

the software is great; however due to server limitations we experience shut downs and freezes of the software.  I know this may not be a result of the software still it is frustrating.  Perception.

Review of Phaseware

The customer service is great, always responsive.  It would be helpful if the product included integration with other helpdesk products.  

PhaseWare Review

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.

Great value and support

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.

Great System for Tracking Support

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 direction of our product growth while addressing the needs of the customer.
From an internal prospective, it gives a real time look at the performance and through put of our organizations.  Helping to identify areas for improvement as well as staffing requirements for short term relief as well as long term growth.
Tracker on Demand and Tracker Beyond have helped to make the relationship with our customers a more manageable one with historical data and real time look at their needs. 

Tracker Beyond our expectations

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

Ticketing System with Options.

Phaseware Tracker Review

Should be your solution for your tracking needs

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.

ViryaNet review of Tracker 5

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. 

Excellent Customer Support / Helpdesk

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

PhaseWare Exceeds Expectations

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. 

Review of Phaseware Tracker by a hardware company support desk

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.

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

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.

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

Tracker and all that you and your staff have done has enabled our Company's personnel to assist our customers and address their needs even more effectively.  Tracker is one more important piece in our critical Quality infrastructure that facilitates our Company growing in a healthy and sustainable manner.  Thank you!

Tracker and all that you and your staff have done has enabled our Company's personnel to assist our 

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.

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

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.

Tracker Reviews

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66 reviews