PhaseWare Tracker Reviews

Pros

I find it easy to create parent and child cases. Updating each case is simple too.

Cons

Integrating Outlook is a bit of a hassle, but the email integration works wonderfully.

Pros

I'm just trying this software out and haven't implemented it anywhere yet, but it looks promising so far. The best features it provides are mobile compatibility and detailed analytics. Custom fit design, IM functionality, and optimized search are also pros.

Cons

I haven't fully explored the system yet, so I'll share the drawbacks after a thorough comparison with competitors later. I might update this later too :).

Pros

I love the visibility of my team being able to see and work out of one queue. I also love having access to multiple queues. There are times when I need to access queues for other departments, and I'm able to do so easily. I also love tracking a file by different parameters within the system.

Cons

I expected the system update and layout to reflect more modern technology advancements. I thought the visibility and layout would appear more current.

Pros

The ability to create multiple departments, SLAs, and agents is a big bonus in this tracker program. It allows me to create reports based on users, departments, and issues. When falling behind in SLA, I can run the report, figure out the trend, and train or hire accordingly. I love being able to explain to a user what happened and how I can fix it based on the incident information.

Cons

Improving the customization of additional fields would be beneficial. It takes quite some time to remove unrelated information like unnecessary images from emails. Also, not being able to attach multiple images and screenshots at once makes it a bit more time-consuming.

Pros

It is good for keeping records of all tickets and taking necessary actions. It helps create reports as needed, and the dashboard can be customized, which is a great feature.

Cons

It feels like the software is caught between being a manageable small company solution and having the robust resources of a larger company.

Pros

Great product! Very helpful for tracking something from start to finish. Awesome to have a dialogue of proven results! It helps provide faster and higher levels of customer service.

Cons

Figuring out how to customize our knowledgebase was a bit challenging.

Pros

My tech support rep is great! Whenever I have questions, comments, or problems, she is always very helpful and responsive. She has gone above and beyond multiple times for me, and it is very appreciated.

Cons

Many screens commit changes instantly, which can sometimes lead to accidental overwriting. I believe administrative screens should allow saving changes or reverting back, unlike incident screens where it's not as crucial.

Pros

It is robust and documents key information.

Cons

The system lacks intuitive usability, making it challenging to navigate and use efficiently. It requires a steep learning curve to understand its functions and features, which may deter users accustomed to more user-friendly interfaces. Consequently, mastering the platform demands extra effort and time investment to become proficient in its operation.

Pros

The flexibility to set it up to capture the info I need to see, and the company is eager to help me get it set up in the best manner.

Cons

Understanding its capabilities requires some training.

Pros

Overall, this has been a good experience. As I learn the options, it gets easier. I wish there was a visual tutorial about it; maybe there is, and I just don't know about it.

Cons

There's a learning curve when you first start using it, but after the initial use, you wonder how your organization managed without it.

Pros

We are in the early stages of implementation and have been very impressed by the quality of the software and the setup training.

Cons

The tools available for ad hoc reporting are limited; the report designer requires programming knowledge.

Pros

It operates at a remarkable speed and handles tasks with great efficiency.

Cons

I have no cons.

Pros

I started using the PhaseWare product about 9 months ago. Customer Support has been amazing and has helped me improve how our team uses the product. Also, we are now aware of and use additional functionality. The new functions have increased our ability to do our jobs more efficiently.

Cons

Reports don't offer full access to all user-defined or system fields without some customization.

Pros

I likethe ability to see a list of unfinished products, track the progress of projects, and determine the next steps. Also, the ability to retrieve data and documents about a project a year later is invaluable.

Cons

There's nothing to dislike. I just wish other software we use were as good.

Pros

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

Cons

I find it lacking in the ability to upload multiple attachments to incidents at once. Each attachment requires a new journal entry, and forwarding or replying to messages isn't as seamless as with Outlook plug-ins.

Pros

Transitioning from one screen to another is smooth and uncomplicated.

Cons

There's no clear place to set up customer connection information, so we have to navigate through client details each time.

Pros

It seamlessly integrates with email and offers a high degree of configurability.

Cons

Email integration includes signature icons as attachments, which increases the number of journals.

Pros

Alerts are easy to use and understand.

Cons

It might just need more training or thorough review to grasp all its features and functions.

Pros

It is easy for new hires to come up to speed quickly.

Cons

Some features from Demand weren't carried over to Beyond, such as viewing past tickets or smoother scrolling through journal entries. The search screen doesn't always clear out properly, sometimes requiring manual field clearing.

Pros

They have deep features that we couldn't 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 information.

Cons

No issues here. The product meets our needs perfectly, and the support is exceptional.