PhaseWare Tracker Reviews

“Great case tracking UI

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.

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

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 :).

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

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.

“Great way to capture and document your internal issues

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.

“Fesware Review_ABB 279

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.

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

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.

“PBPS-Omaha

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.

“Essential software for any customer based business

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.

“Great program, need some training to learn all that it is capable of doing.

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.

“This Software is impressive

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.

“Impressive Ticket Tracking

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.

“Great Software

Pros

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

Cons

I have no cons.

“Solid product with excellent customer service!

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.

“PhaseWare functionality

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.

“Great System for Tracking Support

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.

“Overall Support system very easy to use

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.

“PhaseWare Review

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.

“Phaseware Tracker easy to use, understand

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.

“Tracker Beyond our expectations

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.

“Great value and support

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.

“Great Support Platform

Pros

Being browser-based means it can be accessed from multiple devices, and the ability to do text searches is excellent.

Cons

The Open Tickets by Staff widget on the Home screen displays bars that are too wide, limiting visibility to about 10 staff members. Narrower bars and wrapped staff names would improve usability.

“Review of Phaseware

Pros

It provides a high level of detail.

Cons

Setting up the system can be quite complex and intricate, requiring careful navigation through multiple steps and configurations to get everything up and running smoothly. The process involves dealing with various settings and parameters, which may take some time to understand and implement effectively. Overall, the setup phase demands thorough attention to detail and a patient approach to ensure all components are integrated correctly and optimized for use.

“Great Product fit our needs perfectly

Pros

The product works exactly as described. I have not experienced a single hiccup during training, implementation, and go-live. Support and training have been excellent. In my 30+ years of rolling out I/T projects, this has been one of the easiest implementations I have experienced.

Cons

I would liketighter integration with social media platforms.

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

Pros

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.

Cons

In my 10 years using Phaseware, I have no complaints. I frequently recommend their products and services to colleagues.

“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 could see who our star performers were from both a quantity, number of tickets, and quality, number of one-time resolutions.

Cons

I didn't encounter any issues with the product or vendor. We switched to a different solution mainly due to integration needs that were not met.