The PhaseWare Tracker Suite can be installed on-site or on the cloud. Whether you purchase our licensed product or opt for the SaaS solution, you will have all the same features and benefits.
Incident management software with full Customer Relationship Management (CRM), SLA tracking, Knowledge Base Management (KM), reporting, robust searching, and much more.
Customer self-service, knowledge base access, ticket submission, crowdsourcing, and peer support through forums and communities will heavily deflect routine calls.
Customer and contact information, incident details, history, status, and solutions are integrated into a single, easy-to-use interface.
Track ticket duration (from creation to resolution and closure) and total time spent working on incidents and individual correspondence, and working with customers.
Automated alerts and notifications for anything, based on any conditions, can alert your agents to escalations, critical issues, deadlines, and much more.
Everything that happens to a ticket, customer, or event gets logged from end-to-end: whether it's a business rule, comment, status change, or reassignment—you have a complete audit trail for future reference.
Through the Self Service Center, your contacts can chat live with your agents. You can set up multiple chat channels, determine custom chat hours, create tickets from chat sessions, view chat history, and much more.
Easily configure any aspect of the application suite: add fields, labels, colors, and controls to Tracker; customize logos, icons, and colors in the Self Service Center; and tailor user and contact security, and dropdown lists to your heart's content.
Design, execute and manage WorkFlows using our visual designer to streamline your business processes.
Connect your systems, customer data, and various teams using our integration tools and powerful API.
Put choice back in the customer’s hands by integrating voice, e-mail, web, and chat support into a single solution.
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