Name: PhaseWare Tracker
Rating: 5 (1 reviews)
Author: PhaseWare, Inc

Digital Adoption

Help Desk

Web and Video Conferencing

Customer Support

Mobile App Development

Push Notifications

Text Editors

Development

Online Learning

Education

Business Intelligence (BI)

Collaboration

Enterprise

Accounting

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

Payroll

Recruitment Automation

Resume Parsing

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

AI Agent Builder

App Development

Browser

Cloud Storage

Component Content Management

Data Center Infrastructure Management

Fraud Detection

Hosted Virtual Desktop

Hyper-Converged Infrastructure

Integration Platform as a Service (iPaaS)

Internet of Things (IoT)

Managed Print

Network Performance Monitoring

Process Mining

Security Awareness Training

Software Defined Storage (SDS)

Solid State Drives

Tower Servers

Virtual Desktop Infrastructure (VDI)

Virtual Private Network (VPN)

VoIP Monitoring

Web Application Firewalls

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Business Card Scanning

Content Management

Data Management

Digital Analytics

Digital Experience Platforms (DXP)

Email Management

Email Marketing

Event Registration

Graphics

Heatmap and Session Recording

Marketing Automation

Marketing OS

Online Reputation Management

Real-Time Interaction Management

Search Marketing Intelligence

Social Media Management

Social Media Publishing

Survey & Forms Building

Swag Management

Web Analytics

Marketing

Business Caller ID

Project Management

Professional Services

Customer Relationship Management (CRM)

eCommerce

Sales

Assisted Living

Car Rental

Church Management

Construction Accounting

Jail Management

Vertical-Specific

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Phaseware Tracker has proven to be an invaluable tool for businesses in solving various key business problems. With the ability to track incoming tickets and all communications, users have been able to enhance organization and visibility into submitted issues. This has led to improved efficiency and greater control over customer support processes.

The web-based nature of Phaseware Tracker has provided users with the flexibility and convenience to access the ticketing solution on multiple devices. This has enabled them to stay connected and manage their workload from anywhere, ensuring that no task falls through the cracks.

One of the significant benefits of using Phaseware Tracker is its ability to track open incidents and unclosed tickets. This feature helps users stay on top of their workload, allowing them to prioritize tasks effectively and ensure that no customer request gets overlooked.

For technicians, Phaseware Tracker makes it effortless to enter their time for billing purposes. This ensures accurate tracking of work hours, promoting transparency and accountability within the team.

The Tracker feature in Phaseware enables seamless communication and collaboration within teams. Users can ask questions, make notes, and share information, facilitating knowledge sharing and improving overall team efficiency.

In addition to internal process improvements, Phaseware Tracker also serves as a valuable resource for creating how-to solutions. Users have been able to track their actions and document step-by-step guides for future reference. This promotes knowledge sharing among team members and significantly improves efficiency in problem-solving.

With Phaseware Tracker, businesses have experienced streamlined client request turnaround times. The ability to easily track and manage tickets ensures prompt responses, leading to improved customer satisfaction.

Furthermore, Phaseware Tracker provides users with a clear picture of the workload of different resources and departments. This enables better resource allocation and workload management, optimizing productivity across the organization.

Overall, Phaseware Tracker solves critical business problems by enhancing organization, communication, efficiency, and customer satisfaction. Its features empower users to stay on top of their workload, collaborate effectively, and make data-driven decisions for better resource allocation.

PhaseWare Tracker from PhaseWare, Inc is a cloud or local-installed customer support solution.

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PhaseWare Tracker

Help desk software provides a centralized system for managing customer and employee support requests. It streamlines communication and ticket management, enabling support teams to resolve issues much more efficiently. In addition, Help desk platforms offer features such as automation, self-service portals, and advanced analytics to optimize the support workflow and enhance user satisfaction. Explore different help desk software products by reading our user reviews and comparing features to find the best fit for your team.

Increase your First Call Resolution rate! We deliver powerful, knowledge-infused, affordable customer service and support software, on-premise, on-demand and mobile.  

PhaseWare Tracker is tightly integrated with Outlook so you can use the Outlook email client and user interface to handle email between Tracker and your customers. 

PhaseWare: Incident management, ticket management, customer management, and knowledge management made easy.

Offer 24/7/365 customer support.  
Go multichannel. We offer applications for self service and live chat.
Never let another incident fall through the cracks.   

Take control of your incident management process with PhaseWare.  PhaseWare provides simple yet sophisticated customer service and support software that grows with your business.   

 - Centralize information on customers, incidents, and service level agreements.   
 - Automate alerts and escalations according to business rules.  
 - Track ticket duration and time spent per ticket.
 - Harness customer self-service technology.  
 - Expand your multichannel efforts. Interact by phone, email, chat, forums and more.

PhaseWare, Inc

Incident and problem management

Streamlining ticketing and service restoration processes

Organize and prioritize service tickets

Prioritize tickets to ensure most urgent are tackled first

Expert directory

Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

Subscription-based notifications

Users subscribe to notifications for ticket updates

ITSM collaboration and documentation

Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

Ticket creation and submission

Users and agents can easily enter new support requests.

Ticket response

Agents can easily follow up with customers.

Automated responses

Common requests can automatically trigger a standard response.

Attachments/Screencasts

Agents can send attachments and/or set up screencasts to assist with support issues.

SLA management

Service level agreement management allows agents to view and adhere to the terms of a customer's support package.

Self Help Community

Features that allow customers to self-service for support issues.

Forums

Allows customers to engage in discussion threads about support issues with other customers and/or agents.

External knowledge base

Customers can self-service by searching through help articles.

Internal knowledge base

Internal knowledge base helps agents answer customers' support questions.

Q and A

Q&A allows customers to ask the support team questions online; conversations are posted publicly for the benefit of other customers.

Surveys/polls

Surveys/polls allow customers to submit ideas and leave feedback about the product or quality of support.

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

Customer portal

Customer portal allows customers to submit tickets themselves and/or access self help resources.

Live help chat

Live chat allows customers to get help via instant messaging within a software product or on a company website.

Phone support

Customers can get support from agents over the phone.

Includes an interactive voice response system for routing callers to the correct agent or information.

Call scripting

Provides a script or system for guiding agents through callers' support issues.

Social integration

Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.

Email support

Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.

Help Desk CRM integration

Integrates with CRM so that tickets and support communications are coordinated with customers' records.

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PhaseWare Tracker

Overview

What is PhaseWare Tracker?