--- description: Get information about Tracker price, usability & features from verified user experiences. Read reviews from Indian business users & discover similar tools. image: https://gdm-localsites-assets-gfprod.imgix.net/images/capterra/og_logo-e5a8c001ed0bd1bb922639230fcea71a.png?auto=format%2Cenhance%2Ccompress title: Tracker Price, Features, Reviews & Ratings - Capterra India --- Breadcrumb: [Home](/) > [Help Desk Software](/directory/30008/help-desk/software) > [Tracker](/software/115913/tracker) # Tracker Canonical: https://www.capterra.in/software/115913/tracker Page: 1 / 4\ Next: [Next page](https://www.capterra.in/software/115913/tracker?page=2) > Powerful and affordable issue tracking software solution that can be configured to your exact needs. > > Verdict: Rated **4.4/5** by 66 users. Top-rated for **Likelihood to recommend**. ----- ## Overview ### Who Uses Tracker? We serve any organization that needs to manage issues more efficiently and professionally. ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.4/5** | 66 Reviews | | Ease of Use | 4.3/5 | Based on overall reviews | | Customer Support Software | 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**: $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 - Alerts/Escalation - Assignment Management - Automated Routing - CRM Software - Call Center Management - Customer Database - Customizable Branding - Dashboard Software - Email Management Software - Issue Auditing - Knowledge Base Management - Knowledge Management Software - Live Chat Software - Macros/Templated Responses - Multi-Channel Communication - Prioritization - Queue Management - Reporting/Analytics - Self Service Portal - Service Level Agreement (SLA) Management - Support Ticket Management - Surveys & Feedback - Task Management Software ## Integrations (3 total) - Jira - Microsoft Outlook - Salesforce.org Nonprofit Cloud ## Support Options - Email/Help Desk - FAQs/Forum - Knowledge Base Software - Phone Support - 24/7 (Live rep) - Chat ## Category - [Help Desk Software](https://www.capterra.in/directory/30008/help-desk/software) ## Related Categories - [Help Desk Software](https://www.capterra.in/directory/30008/help-desk/software) - [Customer Service Software](https://www.capterra.in/directory/22/customer-service/software) - [Issue Tracking Software](https://www.capterra.in/directory/30675/issue-tracking/software) - [Customer Support Software](https://www.capterra.in/directory/32315/customer-support/software) - [Knowledge Base Software](https://www.capterra.in/directory/32454/knowledge-base/software) ## Alternatives 1. [Zoho Desk](https://www.capterra.in/software/169505/zoho-desk) — 4.5/5 (2211 reviews) 2. [LiveAgent](https://www.capterra.in/software/102188/liveagent) — 4.7/5 (1753 reviews) 3. [Supportbench](https://www.capterra.in/software/155934/supportbench) — 4.9/5 (116 reviews) 4. [Zendesk Suite](https://www.capterra.in/software/164283/zendesk) — 4.4/5 (4072 reviews) 5. [Bitrix24](https://www.capterra.in/software/113540/bitrix24) — 4.2/5 (984 reviews) ## Reviews ### "Great case tracking UI" — 5.0/5 > **Ryan** | *12 April 2019* | Computer Software | Recommendation rating: 10.0/10 > > **Pros**: The ability to create parent and child cases with ease. Updating each case is simple also. > > **Cons**: The outlook integration is cumbersome, but the integrated email is great. ----- ### "Excellent Customer Support / Helpdesk" — 4.0/5 > **Bob** | *3 February 2011* > > **Pros**: Customer (web) Self Service Center. incident submission automatically searches knowledge base and suggests PERTENANT articles. Competing products do this but we have not seen any do it well. Knowledgebase that inserts itself into the process but doesnt get in the way. Building the KB is very easy to do in the course of resolving incidents. Very flexible tracking of contacts, contracts and time. We have resellers and end users. Tracker handles incidents submitted by either party and keeps everyone up to date. Theyll host Tracker or let you put it on your own server. They have desktop, browser and smartphone versions. We have not found any aspect of the program that we could not tweak. Users can modify reports, database (MS SQL), most screens in the application and the customer support center. The system handles emails quite well. screen shots, file attachments and hyperlinks, etc. > > **Cons**: We spent more time than we should have before going live. This really isnt PhaseWares fault. Its only listed as a CON because I wish their manual had an introduction that said Dive in; you can tweak it later. In retrospect we also should have stuck more to their training (included with purchase) rather than digging in on our own but being in the SW biz we thought we could learn their stuff faster than they could learn ours. We were wrong. They have an incredible knack for understanding the many and varied ways people want to do business. > > We looked at twenty different products over the course of about nine months before narrowing the field to four. This was not our first helpdesk software purchase but I wanted it to be our last. We are software developers so we have our own ideas about how things should work. ;\>) We had built a pretty formidable wish list and it grew a bit while we reviewed products. PhaseWare Tracker handles everything on our list and does it without compromise. ----- ### "The system meet the daily needs of my department. I love having one work queue visible to my team." — 3.0/5 > **Verified Reviewer** | *9 February 2018* | Financial Services Software | Recommendation rating: 8.0/10 > > **Pros**: I love the visibility of my team having the ability to see and work out of one queue. The ability to have access to multiple queues is also a feature I love. There are times when I need to access queues for other departments and I'm able to do so with ease. I also love the ability to be able to track a file by different parameters within the system. > > **Cons**: I thought as modern technology continued to evolve the system update and layout would look more updated. I thought the visibility and layout would look more up to date. ----- ### "Tracker Beyond our expectations" — 4.0/5 > **Randel** | *23 March 2017* | Retail | Recommendation rating: 8.0/10 > > **Pros**: Easy to use for new hires to come up to speed quickly. > > **Cons**: Some of the features from Demand were not ported over to Beyond. the ability to see past viewed tickets. The screen roles as you scroll up and down the journal entries. the search screen doe snot always clear out and some times you need to clear individual fields manually. > > We have been using Tracker as our customer support interface with our customers for over 5 years now. It gives us the ability to evolve the interactive relationship between the Support staff and our customers. Multiple reports, both standard and custom have given up the insight into the issues that our customers see while using our products in their day to day operations. It has helped to provide direction of our product growth while addressing the needs of the customer. From an internal prospective, it gives a real time look at the performance and through put of our organizations. Helping to identify areas for improvement as well as staffing requirements for short term relief as well as long term growth. Tracker on Demand and Tracker Beyond have helped to make the relationship with our customers a more manageable one with historical data and real time look at their needs. ----- ### "So far we have been very pleased with the performance of the product and the company." — 4.0/5 > **Sara** | *2 April 2009* > > **Pros**: The PhaseWare team was responsive to every special need and request that we made, including some significant customizations to the program. They even set up a custom demo installation on their own servers, and left it active for testing and training during our entire implementation period. Every member of their team was intelligent, personable, and provided great customer service. PhaseWare handles Tracker support using its own software - something we were surprised to find that some competitors don't do-- and their Self Service Center is highly usable with active community forums and great downloadable documentation. They include a Suggestions forum, and the newest version of Tracker includes many of those suggestions. The software is scalable and reliable, and provides us flexibility to make changes that fit our workflow and reporting needs. > > **Cons**: The Self Service Center is a bit blocky looking "out of the box" and is missing some features that are offered by many competitors (like "email this article" and "print" links, and rich text formatting in the knowledgebase). Creating "canned" responses and template incidents requires administrator level access, and the method of adding the canned snippets to support incidents in progress is cumbersome. No ability to manually sort field values or lists of downloads, FAQs, etc-- nearly all display alphabetically. There are limited tools available for ad hoc reporting/querying - the report designer requires programming knowledge. > > So far we have been very pleased with the performance of the product and the company. Based on their quick response and willingness to implement customer feedback we expect the product will improve further and continue to exceed expectations. Tracker was less costly and far more valuable than our previous ticketing solution. ----- Page: 1 / 4\ Next: [Next page](https://www.capterra.in/software/115913/tracker?page=2) ## Links - [View on Capterra](https://www.capterra.in/software/115913/tracker) ## This page is available in the following languages | Locale | URL | | de | | | de-AT | | | de-CH | | | en | | | en-AE | | | en-AU | | | en-CA | | | en-GB | | | en-IE | | | en-IL | | | en-IN | | | en-NZ | | | en-SG | | | en-ZA | | | es | | | es-AR | | | es-CL | | | es-CO | | | es-CR | | | es-DO | | | es-EC | | | es-MX | | | es-PA | | | es-PE | | | fr | | | fr-BE | | | fr-CA | | | fr-LU | | | it | | | nl | | | nl-BE | | | pt | | | pt-PT | | ----- ## Structured Data