PhaseWare Tracker Reviews

This program is very user friendly. We upgraded from the desk top version and the transition was pretty seamless. The web based version is amazing in that it refreshes and updates every few minutes. This way we don't have to remember to constantly refresh for new tickets that are submitted.

As the program goes through updates it tends to throw a little wrench in our day to day. It's nothing monumental, but their support staff could be available a little more in my opinion. I am having a small problem so there is a little downside with my outlook plug in, but that may be resolved with updating my firewall settings.

We track our incoming tickets and all communications with Phaseware. We have been using this program for at least 5 years. Our team stays better organized with the use of Phaseware and I like that I can see all issues submitted no matter who is working them. And since it is web based I can access it on other devices if need be.

I like the auto search when you are opening a new Incident/Ticket so you can see if there has been any previous work done on a similar issue.

Wish there was more customizable features built-in with out having to have custom work done to make it work the way you want.

Have them set it up for AD import from the begining if you use it for internal IT Tracking. If you use it for Internal or External get some hours to have them help you set it up for automating when the system gets an email to kick off tasks to spawn tasks to certain Techs.

Being able to track things we do and put in how-to solutions for others.

We find PW to be very user friendly and have been able to expand the use of the software to other departments in our organization beyond customer support. The workflow functionality of being able to set up different milestones for new tickets/service orders to be opened has allowed our group to streamline certain client requests and internal processes.

PW has a very basic survey functionality and would like to see something more robust tied to the system specifically instead of having to tie-in an outside survey function.

By using PW we have been able to streamline client request turn around time, as well as have a clear picture of how much work each of our resources/departments have open.

Software does a lot and has a lot of features,. Tracks client incidents / tickets very well and have the option to be very detailed if needed.

Very hard to find different features, reports, etc. Not very intuitive to find different things without trial and error trying to find what ever you may be looking for.

Able to track open incidents / tickets which have not been closed. Very easy for techs to enter their time for billing purposes.

It's easy to use, so anyone can learn quickly. Everyone has their own login.

There are so many bugs and the design is awful. Sometimes it won't email you that you've been added to a project, so you'll have no idea unless you physically go looking. There are no options to color code, label, make a hierarchy, etc.

Look for something else.

It's clear who's working on what, and we can ask questions or make notes via Tracker.

Phaseware had a decent level of customization available in regards to categorization, tickets flows, escalations. It was fairly simple to use once properly configured.

Setup was pretty clunky and wasn't quick to make changes and adapt to changes in the moment. End users were fairly limited in their options and everything was behind an admin wall.

There are more robust alternatives out there that do things better, whether that be a better UI and user experience (Zendesk) or more robust customization and scalability (ServiceNow and Salesforce)

Phaseware was providing a ticketing solution for B2B, that allowed us to have escalation flows to multiple departments within our organization, client facing and otherwise.