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Wat is Tracker?

PhaseWare Tracker biedt een uitgebreide, configureerbare helpdeskoplossing, ontworpen om veel voorkomende werkstroomprocessen te stroomlijnen, en biedt tegelijkertijd extra zichtbaarheid via het zelfbedieningsportaal. Door zich functioneel op de kern van ticketing te concentreren, biedt Tracker een zeer effectieve helpdeskoplossing zonder er de complexiteit en overhead van het beheer van middelen aan toe te voegen. Het resultaat is een behendige, kosteneffectieve oplossing voor helpdeskactiviteiten.

Wie gebruikt Tracker?

Bedient elke organisatie die problemen efficiënter en professioneler moet beheren.

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Twijfels over Tracker? Vergelijk met een populair alternatief

Tracker

Tracker

4,4 (66)
US$ 80,00
maand
Gratis versie
Gratis proefversie
33
3
4,3 (66)
4,2 (66)
4,8 (66)
VS.
Beginprijs
Prijsopties
Functies
Integraties
Gebruiksgemak
Prijs-kwaliteitverhouding
Klantenservice
US$ 26,00
maand
Gratis versie
Gratis proefversie
166
8
4,4 (188)
4,6 (188)
4,7 (188)
Groene beoordelingsbalken geven het winnende product aan, op basis van de gemiddelde beoordeling en het aantal reviews.

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Reviews over Tracker

Gemiddelde score

In totaal
4,4
Gebruiksgemak
4,3
Klantenservice
4,8
Functies
4,1
Prijs-kwaliteitverhouding
4,2

Reviews op basis van bedrijfsgrootte (werknemers)

  • <50
  • 51-200
  • 201-1.000
  • >1.001

Reviews zoeken op score

5
45%
4
50%
3
5%
Ryan
Ryan
Client administration in VS
Geverifieerde LinkedIn-gebruiker
Computersoftware, 51-200 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Great case tracking UI

5,0 6 jaar geleden

Pluspunten:

The ability to create parent and child cases with ease. Updating each case is simple also.

Minpunten:

The outlook integration is cumbersome, but the integrated email is great.

Bob
President
Heeft de software gebruikt voor: Niet verstrekt
Bron van de reviewer

Excellent Customer Support / Helpdesk

4,0 14 jaar geleden

Opmerkingen: 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.

Pluspunten:

Customer (web) Self Service Center. incident submission automatically searches knowledge base and suggests PERTENANT articles. Competing products do this but we have not seen any do it well. Knowledgebase that inserts itself into the process but doesnt get in the way. Building the KB is very easy to do in the course of resolving incidents. Very flexible tracking of contacts, contracts and time. We have resellers and end users. Tracker handles incidents submitted by either party and keeps everyone up to date. Theyll host Tracker or let you put it on your own server. They have desktop, browser and smartphone versions. We have not found any aspect of the program that we could not tweak. Users can modify reports, database (MS SQL), most screens in the application and the customer support center. The system handles emails quite well. screen shots, file attachments and hyperlinks, etc.

Minpunten:

We spent more time than we should have before going live. This really isnt PhaseWares fault. Its only listed as a CON because I wish their manual had an introduction that said Dive in; you can tweak it later. In retrospect we also should have stuck more to their training (included with purchase) rather than digging in on our own but being in the SW biz we thought we could learn their stuff faster than they could learn ours. We were wrong. They have an incredible knack for understanding the many and varied ways people want to do business.

Geverifieerde reviewer
Geverifieerde LinkedIn-gebruiker
Financiële dienstverlening, 1.001-5.000 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

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

3,0 7 jaar geleden

Pluspunten:

I love the visibility of my team having the ability to see and work out of one queue. The ability to have access to multiple queues is also a feature I love. 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.

Minpunten:

I thought as modern technology continued to evolve the system update and layout would look more updated. I thought the visibility and layout would look more up to date.

Reactie PhaseWare

7 jaar geleden

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

Randel
Customer Support Team Lead in VS
Detailhandel, 10.000+ werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Tracker Beyond our expectations

4,0 8 jaar geleden

Opmerkingen: 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.

Pluspunten:

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

Minpunten:

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.

Sara
Project Manager
Heeft de software gebruikt voor: Niet verstrekt
Bron van de reviewer

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

4,0 16 jaar geleden

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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.

Kim
Compliance Analyst in VS
Financiële dienstverlening, 201-500 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Great System for Tracking Support

4,0 8 jaar geleden

Opmerkingen: 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.

Pluspunten:

The ability to track support provided. The types of reports that can be produced and customized to track the support.

Minpunten:

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.

Leon
Information Services Account Executive
Heeft de software gebruikt voor: Niet verstrekt
Bron van de reviewer

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

5,0 16 jaar geleden

Opmerkingen: 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.

Pluspunten:

After setup, it was easy to install (web GUI), train, and use. Users were adding work orders and the PhaseWare tracker alerts are keeping me up to date and I was able to respond quickly, and assign the work order to a technician. Using the Journal entries was great because it kept the customer up to date on thier work order and allowed efficent reporting for inquiries about a particular work order. Setup was decent and the administrative documentation met most of our needs to fulfill our requirements. Any other questions were answered quickly and efficiently by the PhaseWare support personnel. The report templates are easy to use after going through them to see which template worked the best. After further investigation, I was able to create reports based on my favorite searches which is a breeze to define. 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.

Minpunten:

This was not really a con, but the first intial training session was a little confusing and jumped around a bit. I think that was in part to our company asking questions while the trainer was walking us through the application. I would reccommend a beginning to end approach for the training. The trainer was very gracious and patient with our questions.

Kim
Compliance Analyst in VS
Financiële dienstverlening, 1.001-5.000 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Great way to capture and document your internal issues

5,0 7 jaar geleden

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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.

Don
Don
US Customer Support Manager
Heeft de software gebruikt voor: Niet verstrekt
Bron van de reviewer

ViryaNet review of Tracker 5

5,0 14 jaar geleden

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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.

Christopher
Christopher
IT Specialist/Level 2 Support
Heeft de software gebruikt voor: Niet verstrekt
Bron van de reviewer

PhaseWare Exceeds Expectations

4,0 14 jaar geleden

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

Pluspunten:

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.

Minpunten:

- 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.

Armando
Network Administrator
Heeft de software gebruikt voor: Niet verstrekt
Bron van de reviewer

Overall a very solid product.

4,0 16 jaar geleden

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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.

Caesar
IT Support in Canada
Overheidsadministratie
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Great value and support

4,0 8 jaar geleden

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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

Eldon
Procurement Specialist in VS
Computersoftware, 51-200 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

PhaseWare functionality

5,0 8 jaar geleden

Opmerkingen: PhaseWare helps us organize and coordinate responses to customer problems. I also helps organize our projects internally. It will remind us if an issue has been overlooked.

Pluspunten:

The ability to see a list of unfinished products. The ability to track the progress of projects and determine what step to do next. Also, the ability to retrieve data and documents about a project a year later.

Teresa
Director of Operations in VS
Administratie
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer
Bron: SoftwareAdvice

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

5,0 10 jaar geleden

Pluspunten:

My organizations have used Tracker to operate a 24 hour international help desk and another for client management and services. The system has always been solid and rich with functionality. I am forever loyal to this brand as it continues to evolve with the times and always offers my companies the latest in technology and client management. The Directors have a proven record, excel in customer satisfaction, and lead their industry in anticipating new enhancements and upcoming trends.

Minpunten:

In the 10 years that I have worked with Phaseware, I have no complaints. I frequently recommend their products and services to my associates.

Brittany
Associate Director in VS
Computersoftware, 10.000+ werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

PhaseWare Review

4,0 8 jaar geleden

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

Pluspunten:

It's integrated with email and configurable

Minpunten:

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

Sue
President
Heeft de software gebruikt voor: Niet verstrekt
Bron van de reviewer

I would like to spend some time expalaining exactly what we need to see if our needs fit the develop

4,0 16 jaar geleden

Opmerkingen: 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.

Pluspunten:

The tracking of calls works well and we love being able to drag in emails, faxes and recorded phone conversations into the calls. We like being able to customize screens and add fields. This is our first call management application and it has helped us a great deal.

Minpunten:

We evidently have very unique needs in our software support tracking. The way the system tracks support agreements is not how we track it so this feature is of no help. Without this, the system is unable to help us with billing. We have created a billing work around, although the process takes time. System auto saves so the single drop of a pen on a keyboard or a click of a mouse with a lost cursor can erase an entire conversation. We have other areas we have requested changes or enhancements on but have only seen one of those come to production and that change is not reflected in reports.

Stacy
Application Consultant in VS
Ziekenhuis- en gezondheidszorgbranche, 51-200 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Review of Phaseware

3,0 8 jaar geleden

Opmerkingen: 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.

Pluspunten:

detailed

Minpunten:

complex set up

J
Support & Test Manager
Heeft de software gebruikt voor: Niet verstrekt
Bron van de reviewer

Review of Phaseware Tracker by a hardware company support desk

3,0 14 jaar geleden

Opmerkingen: 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.

Pluspunten:

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

Minpunten:

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.

Denis
Senior Systems Analysist in Canada
Computersoftware, 11-50 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Overall Support system very easy to use

5,0 8 jaar geleden

Opmerkingen: 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.

Pluspunten:

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

Minpunten:

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

Jeff
QA Associate Scientist II
Heeft de software gebruikt voor: Niet verstrekt
Bron van de reviewer

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

5,0 16 jaar geleden

Opmerkingen: 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!

Pluspunten:

* 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.

Minpunten:

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

Tyrone
Senior Developer in Canada
Computersoftware, 11-50 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Phaseware Tracker easy to use, understand

4,0 8 jaar geleden

Opmerkingen: 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.

Pluspunten:

alerts, easy to use and understand.

Minpunten:

May simply need more training or review more to learn all of the many features, functions.

Tiffany
Dispatcher in VS
Vervoer/over de weg/per spoor, 1.001-5.000 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Great Software

5,0 8 jaar geleden

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

Pluspunten:

It works quickly and efficiently.

Minpunten:

Nothing.

Darin
Help Desk Supervisor
Heeft de software gebruikt voor: Niet verstrekt
Bron van de reviewer

I'd recommend this to pretty much any company that has over 100 users they support.

5,0 16 jaar geleden

Opmerkingen: I'd recommend this to pretty much any company that has over 100 users they support on a regular basis, either internal or external.

Pluspunten:

Tracker is amazingly customizable and took roughly an hour to design things so they work best for Stratasys. It's also very quick and lightweight on the systems it's installed on. Our SLA success has gone up nearly 10% since we started using tracker and I'm sure the program is responsible for at least half of that gain, if not more.

Minpunten:

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. That being said, they are very quick and willing to help out where they can with SQL code (which is usually what it ends up being) via their forums or email which is far and above what most companies do.

Bob
VS
Computersoftware
Heeft de software gebruikt voor: Niet verstrekt
Bron van de reviewer
Bron: SoftwareAdvice

Phaseware Tracker Review

4,5 10 jaar geleden

Pluspunten:

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.

Minpunten:

It was hard to find! 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.

Tommy
9-1-1 Technician/Network Specialist
Heeft de software gebruikt voor: Niet verstrekt
Bron van de reviewer

Customizable Customer Support Ticketing System

4,0 14 jaar geleden

Opmerkingen: 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.

Pluspunten:

-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

Minpunten:

-Email Checker needs the capability to prescreen incoming emails -Event Engine cost per event can get expensive -Unable to assign group to an incident