Tracker Reviews

"Overall a very solid product."

Comments: Overall a very solid product. The initial setup of the specific parameters for your company takes some thought and time. However, once this is done the maintenance of the product is easy. We have not had a major technical issue with the product since it has been in production.

Pros: This software was purchased to replace an exisiting Help Desk software product. Phase Ware Tracker was purchased with certain qualities in mind. Foremost was a product that serve as a communication tool between end users and technicians. Tracker handles the task easily with automatically generated emails between users and technicians initiated with journal entries. Second, we needed a product that would automate a series of tasks initiated by a single user. Tracker's workflow process help us in this regard. Customer support has been excellent. Phase Ware uses its own product for their own customer support. The customer support representatives have been very helpful and timely in their responses. I have never had a problem getting an issue resolved.

Cons: The user manual is very terse and it reads more like a developer manual. There is not a lot of explanation about how to perform certain key functions. Rather, the manual explains functions of the software but not how those function integrate to the whole. Perhaps a rewrite of the user manual with on emphasis on how to do certain common tasks.

"Overall Support system very easy to use"

Comments: 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.

Pros: Being able to jump from screen to screen is easy to do.

Cons: No clear cut area to setup customer connection information so where we put this inforamtion we have to drill into the client to see it each and every time

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

Comments: 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!

Pros: * MS SQL database backend.
* Tracker is an extremely stable product.
* Excellent user manuals.
* Excellent technical support.
* Quick response to and turn-around of requested customization work.
* Easily configured.
* Stand-alone Administration module.
* Screen designer to configure GUI screens.
* Event Engine allows configuration of dynamic business processes and workflows.
* Very reasonably priced.
* It just plain meets our needs and works great.

Cons: * Event Engine would benefit from a icon drag/drop workflow generator.
* Custom report builder requires additional training, however, training is very reasonably priced.

"Good System, Good Pricing"

Comments: 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.

"Former PhaseWare Tracker power user"

Pros: Excellent product with superb support and customer service. The reporting was flexible and allowed us to pull out all the metrics that mattered most to us. We were able to identify trouble spots in our software from an end user's perspective by reviewing what was being reported most frequently. 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: Didn't really have a problem with the product or the vendor. In the end, we went transitioned to a different solution because of some integration possibilities that we needed.

"Review of Phaseware Tracker by a hardware company support desk"

Comments: 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.

Pros: Product is a customer oriented (versus product oriented) support help desk. 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

Cons: The documentation on how to install the system was not initially made available to us. The company verbally walked us through the installation, but we requested documents to have on hand if issues arose in the future. These were later provided in email format.
The product is geared towards tracking issues by customer/company name. If you track by product part number (like PC company's use Service Tags) this product will not work well for you.

"Essential software for any customer based business"

Comments: For documenting complaints from customers, Tracker is great. The interface is complex and not user friendly at all, but if you can figure it out it could save you thousands in litigation.

Pros: robust, documents key information

Cons: not user friendly at all

"Would Love a Search Feature"

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. It needs a better report system or one that is easier to use.

"Badanes / CMDI Review"

Comments: Overall, I'd recommend this product. 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.

"I would recomment Phaseware highly."

Comments: I would recomment Phaseware highly. 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

Pros: Very comprehensive product. Has many very useful features. It is easy to use and works well for our distributed Client Services team

Cons: None that I can think of

"Great product! I would recommend to everyone"

Comments: Great product! I would recommend to everyone

Pros: 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

Cons: For the not so tech savy users(like me) some of the features can be very complex; initial setup time can be lengthy

"Tracker will help keep your tasks and projects on TRACK!"

Comments: Great product! Very helpful to track something from start to finish. Awesome to have a dialogue of proven results! Helps provide faster and higher levels of customer service.

"Tracker Beyond our expectations"

Comments: 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.

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

Cons: 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.

"Great System for Tracking Support"

Comments: 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.

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

Comments: 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.

Pros: 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.

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). 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.

"A good tool for B2B day-to-day problem creation and finding solution."

Pros: 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.

Cons: 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 :).

"Customizable Customer Support Ticketing System"

Comments: 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

"Ticketing System with Options."

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

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

"Great Software"

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

Pros: It works quickly and efficiently.

Cons: Nothing.

"I recommend this software to any Support Center environment."

Comments: I recommend this software to any Support Center environment. We record every contact with our clients, regardless of department. It provides us critical statistical data that allows us to manage our business better.

Pros: 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.

Cons: 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.

"Phaseware Review_ABB 279"

Comments: 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.

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

Comments: 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.

Pros: 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.

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. Both of which are going to be features they are working on or considering in future updates.

"Review of Phaseware"

Comments: 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.

Pros: detailed

Cons: complex set up

"Solid product with excellent customer service!"

Comments: I started using the PhaseWare product about 9 months ago. 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. The new functions have increased our ability to do our jobs more efficiently.

"I think it's a very good out of the box application."

Comments: I think it's a very good out of the box application that you are able to customize to meet your business needs.

Pros: 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.

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