--- description: Review of Tracker Software: system overview, features, price and cost information. Get free demos and compare to similar programs on Software Advice Ireland. image: https://gdm-localsites-assets-gfprod.imgix.net/images/software_advice/og_logo-55146305bbe7b450bea05c18e9be9c9a.png title: Tracker | Reviews, Pricing & Demos - SoftwareAdvice IE --- Breadcrumb: [Home](/) > [Auto Dealership CRM Software](/directory/3171/dealership/software) > [Tracker](/software/27032/phaseware-tracker) # Tracker Canonical: https://www.softwareadvice.ie/software/27032/phaseware-tracker Page: 1 / 4\ Next: [Next page](https://www.softwareadvice.ie/software/27032/phaseware-tracker?page=2) > PhaseWare Tracker is a customer support and help desk solution. It automatically notifies users whenever clients report or escalate existing issues. Flexible deployment options include on-premise installation and a cloud-based option. Applications for help desk and customer service can be supplemented with a web self-service portal for clients or a knowledge management suite to improve a support team's training process. The client self-service center frees up support staff while allowing customers to report issues, check for status updates on existing tickets or access FAQs and other learning tools. Users can quickly generate reports using the 80+ templates included with the solution, or dig deep into client interactions using the data field and customer incident search functions. Tracker's support team offers highly individualized customer service to fit each organization's unique needs. Tracker can be scaled to fit the service center size, whether one license or 1,000 are needed. The solution supports Windows and Mac operating systems and is compatible with all major web browsers. Native iOS and Android apps are available for the customer self-service portal. Pricing is per user per month for a cloud solution and one-time license fee for an on-premise solution. Support is via email, call and self-service portal. > > Verdict: Rated **4.4/5** by 66 users. Top-rated for **Likelihood to recommend**. ----- ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.4/5** | 66 Reviews | | Ease of Use | 4.3/5 | Based on overall reviews | | Customer Support | 4.8/5 | Based on overall reviews | | Value for Money | 4.2/5 | Based on overall reviews | | Features | 4.1/5 | Based on overall reviews | | Recommendation percentage | 80% | (8/10 Likelihood to recommend) | ## About the vendor - **Company**: PhaseWare - **Location**: McKinney, US - **Founded**: 2005 ## Commercial Context - **Starting Price**: US$80.00 - **Pricing model**: Per User (Free Trial) - **Pricing Details**: Starting at $45 per user per month - **Target Audience**: 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+ - **Deployment & Platforms**: Cloud, SaaS, Web-based, Mac (Desktop), Windows (Desktop), Linux (Desktop), Windows (On-Premise), Linux (On-Premise), Android (Mobile), iPhone (Mobile), iPad (Mobile) - **Supported Languages**: English - **Available Countries**: Canada, United States ## Features - API - Alerts/Escalation - Assignment Management - Automated Routing - CRM - Call Centre Management - Chat/Messaging - Customer Database - Customisable Branding - Dashboard - Document Storage - Email Management - IT Asset Management - Interaction Tracking - Issue Auditing - Issue Scheduling - Issue Tracking - Knowledge Base Management - Knowledge Management - Live Chat ## Integrations (3 total) - Jira - Microsoft Outlook - Salesforce.org Nonprofit Cloud ## Support Options - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat ## Category - [Auto Dealership CRM Software](https://www.softwareadvice.ie/directory/3171/dealership/software) ## Related Categories - [Auto Dealership CRM Software](https://www.softwareadvice.ie/directory/3171/dealership/software) - [Customer Service Software](https://www.softwareadvice.ie/directory/255/customer-service/software) - [IT Ticketing Systems](https://www.softwareadvice.ie/directory/1630/it-ticketing/software) - [Banking CRM Software](https://www.softwareadvice.ie/directory/336/banking-crm/software) - [Hotel CRM Software](https://www.softwareadvice.ie/directory/339/hospitality-hotel-resort-crm/software) ## Alternatives 1. 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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. > > **Cons**: 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. > > 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. ----- ### "Great value and support" — 4.0/5 > **Caesar** | *23 March 2017* | Government Administration | Recommendation rating: 8.0/10 > > **Pros**: 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. > > **Cons**: No complaints. The product does what we need it to do, and support is excellent. > > 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. ----- ### "Review of Phaseware" — 3.0/5 > **Stacy** | *23 March 2017* | Hospital & Health Care | Recommendation rating: 5.0/10 > > **Pros**: detailed > > **Cons**: complex set up > > 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. ----- ### "PhaseWare functionality" — 5.0/5 > **Eldon** | *23 March 2017* | Computer Software | Recommendation rating: 9.0/10 > > **Pros**: 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. > > 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. ----- ### "I've been a PhaseWare Tracke user since the initial software release." — 5.0/5 > **Teresa** | *16 April 2015* | Accounting | Recommendation rating: 10.0/10 > > **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 the 10 years that I have worked with Phaseware, I have no complaints. I frequently recommend their products and services to my associates. ----- Page: 1 / 4\ Next: [Next page](https://www.softwareadvice.ie/software/27032/phaseware-tracker?page=2) ## Links - [View on SoftwareAdvice](https://www.softwareadvice.ie/software/27032/phaseware-tracker) ## This page is available in the following languages | Locale | URL | | en | | | en-AU | | | en-GB | | | en-IE | | | en-NZ | | | fr | | ----- ## Structured Data