PhaseWare Tracker Reviews

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.

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.

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.

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.

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.