Tracker Reviews

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

Some of the features from Demand were not ported over to Beyond. the ability to see past viewed tickets. The screen roles as you scroll up and down the journal entries. the search screen doe snot always clear out and some times you need to clear individual fields manually.

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.

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 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. They include a Suggestions forum, and the newest version of Tracker includes many of those suggestions.

The software is scalable and reliable, and provides us flexibility to make changes that fit our workflow and reporting needs.

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.

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

Flexibility to business needs. Custom Forms that better fits end user's requirements.

Stuck in the middle of being a manageable small company and having the resources of the big company.

It works quickly and efficiently.

Nothing.

I love this software.
We have been able to customize to meet all our specific needs.

The customer support is spectacular. Very responsive and knowledgeable.

We continue to find new ways to improve our processes utilizing Tracker.

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.

Don't really have any. The majority of suggestions/enhancement requests we've made has already been rolled into the software or is planned for a future release.

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.

detailed

complex set up

It has helped us keep track of our inventory and calls coming into our support center. We will be using it to monitor trends and as a solution library.

Haven't found anything I didn't like about it yet!

Tracker was easy to install and we received personal service from Phaseware during the installation process. Very feature rich.

We have not found any cons with using this service.

The folks who develop Phaseware are extremely helpful and knowledgeable. The software is extremely intuitive.

No cons that we are aware of at this time.

Excellent support. Good interface.

Documentation is somewhat lacking in currency.

The ability to create multiple departments, SLAs, and agents is a big bonus in this tracker program. It allows you to create reports based on users, departments, and issues. When you're falling behind in SLA, you can run the report and figure out the trend as to what/how/why and train or hire accordingly. 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.

The ability to customize additional fields can be improved. The amount of time it takes to delete unrelated information such as images from an email that isn't necessary, etc. Also, unable to attach multiple images and screen shots in one go makes this a little more time consuming.

A powerful client that does what it claims and more. The software will allow the logging of different types of support tickets, follow up with those tickets, generates reports, and much more. PhaseWare support support is friendly and they also include a Knowledge Base/FAQ area based on using the same software.

- 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.

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.

It's integrated with email and configurable

email integration includes signature icons as attachments which adds to the # of journals

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.

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.

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.

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

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.

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