Phaseware Tracker is a customer support software that helps businesses deliver a satisfactory customer service experience through its issue tracking, incident management, complaint management, SLA compliance, and time tracking features. It is a fully-configurable B2B solution designed especially for software and technology companies. We compiled Phaseware Tracker user reviews from around the web and determined that it has generally positive ratings. We also compared its available pricing options.
Summary of User Reviews
What Phaseware Tracker does well:
Users who gave Phaseware Tracker a positive review said that Phaseware Tracker is an excellent system for tracking support. They love the Knowledge Base application that is very user-friendly and makes resolving incidents easy and effectively. Users also commended the company’s excellent support.
What Phaseware Tracker does not do well:
Users are generally happy with the software, but some users would like to see more robust features such as bulk document uploads, customizable built-in features, and in-app survey functionality.
Most Helpful Positive User Review
One user who gave Phaseware Tracker a positive review on Software Advice said that the application works exactly as he was told. He is happy that he has not experienced a single hiccup in using the software from training to implementation to going live. He shared that with his more than 30 years of rolling out IT projects, Phaseware Tracker has been one of the easiest implementations he had ever experienced. He also said that training and support have been excellent.
Most Helpful Negative User Review
There are not a lot of negative reviews of Phaseware Tracker online, but a user who gave a feedback of the software on G2 Crowd wishes to see more built-in customizable features, instead of having someone create the customizations a user wants for his business processes.
Phaseware Tracker Pricing
Phaseware Tracker offers three plans: Onsite ($799-$1,450/user/license), Phaseware Cloud ($49-$89/user/month), and Phaseware Secure Cloud ($98-178/user/license). These three plans are priced either on a Named License (can only be used by one agent) or a Concurrent License (can be shared among several users).
The Phaseware Cloud deployment is paid on a monthly basis; while the On-Site deployment is paid per license — which provides purchasers with perpetual ownership to the software.
Users can also add a Live Chat feature for $25/agent in active chat/month (Phaseware Cloud and Secure Cloud) or $250/agent in active chat (On-Site). Self Service Center can also be added, and pricing is based on the number of tracker licenses you have.
Phaseware Tracker Features
Check out the list below of some of Phaseware Tracker’s features.
- Live Chat
- Multichannel Support
- Customer Management
- Incident Management
- Service Level Agreements
- Billing Support
- Visual Workflows
- Mobile + Smartphone Support
Helpful Help Desk Software Resources
Best Live Chat Software 2017: Zendesk vs LiveChat vs Pure Chat – We looked at the live chat software leaders and up-and-comers in the field and reviewed Zendesk Chat (formally Zopim), LiveChat, and Pure Chat. Read this guide for our comparison and review of these three options, as well as our top recommendations.
How To Start & Manage A Helpdesk – The Ultimate Guide – In this guide, we will discuss what a helpdesk is, why a helpdesk software is the foundation on which to build your business, how to set up and manage your own helpdesk, and how to choose the right helpdesk software for your business.
Best Help Desk Software for Small Businesses in 2017 – Here, we reviewed and compared Freshdesk, HappyFox, and Zendesk. Read on for our comparison and review of these three best help desk software platforms to see which one will fit your business needs.
Phaseware Tracker FAQ
Does Phaseware Tracker offer a free trial?
Yes. Their free trial does not require credit card registration, and it gives users free access to Phaseware Tracker’s web-based customer support products (i.e. The Self Service Center and Tracker Beyond). However, there is no mention on their website of how long the trial will last. You can register here for the free trial.
They also offer a free online demo. Interested users, may fill up this form to get scheduled for the live demo.
What is included in the Phaseware Tracker Suite?
Phaseware Tracker claims that they offer a complete solution for customer service and support. Some of the things that the suite includes are Tracker Ticketing (a desktop-based customer and knowledge-base management app), Tracker Beyond (a web-based version of Tracker Ticketing), Self Service Center (which is a customizable web portal that allows their clients/employees to search the company’s knowledge base, submit incident tickets, post in forums, and download documents), and the Event Engine (which enable administrators to automate any process including automated email, SMS, and notifications).
Phaseware Tracker Overview Video
This video provides an overview on how Phaseware Tracker can help your business with your help desk needs and increase your customer service productivity.
When choosing a help desk software, it’s important that the software integrates with other applications your business is currently using. Here is a list of some of Phaseware Tracker’s popular integrations: