• Contact Support
  • Customer Login
PhaseWare
Free Online Demo
  •  Products 
    • Tracker ›
      • Tracker Beyond
      • Tracker Desktop
      • Tracker Mobile
    • Self Service Center ›
      • SSC Mobile
    • Event Engine
  • Features
    • Customize & Configure
    • Advanced Reporting
    • Alerts/Notifications
    • Multichannel Support
    • Ticket Tracking Features
    • Integrations
    • More Features ›
      • E-Mail Integration
      • Incident Management
      • Visual WorkFlows
      • Service Level Agreement (SLA) Management
      • Customer Management
      • Billing-Support Package Tracking
      • Dashboards
      • Live Chat Support
      • Features List
  •  Solutions 
    • Customer Support Management
    • Help Desk Management
    • Complaint Management
    • Knowledge Management
    • Issue Tracking
    • Regulatory Compliance Management
    • Mortgage Solution
    • The Right Solution
  • Industries
    • Software
    • Mortgage
    • Internal IT
  • Pricing
  •  Resources 
    • Blog
    • News
      • Press Releases
    • Videos
    • Downloads
    • FAQs
    • Why PhaseWare?
  •  Company 
    • Management Team
    • Customers
    • Partners
    • Careers
    • Contact Us
Start My Free Trial

Incident Management

A 360-degree view of your customers.

Free Online Demo

PhaseWare Tracker gives your team the in-depth knowledge they need to understand customer concerns and resolve issues quickly and efficiently.

WorkFlows

WorkFlows

Tracker allows you to experience simple workflow management through incident workflow templates and Visual WorkFlows.

Learn More ›
Dashboards

Dashboards

Real-time monitoring of Service Level Agreements and open incidents using configurable dashboards to enhance your proactive support efforts.

Learn More ›
Ticket Tracking Alerts and Notifications

Timely Notifications

Get notified about SLA deadlines, external journal entries added to tickets, ticket reassignment, and ticket escalation.

Learn More ›
Incident Tickets

Incident Tickets

Enable you to view relevant customer history and related solutions, manage billing and SLAs, create follow-ups, add notes and attachments. You can keep an audit trail of important events automatically and observe how much time was spent creating entries to the ticket.

Incident Templates

Incident Templates

Use templates to control multi-step activities such as trouble-shooting common problems or managing a common project. Control workflow by using a template to create task dependencies; assignments can be easily created and sent to the appropriate department or person.

Quick Incidents

Quick Incidents

When your employees receive a standard support incident they can handle on the first contact, Tracker's quick incident capability lets them record it with just a few keystrokes. You can customize quick incidents in a number of ways, including requiring selection of a customer and contact; allowing or requiring entry of a note; and recording time spent on the quick incident.

CLONE

Clone

Tracker gives you the ability to clone an incident to easily split out different issues and create new incidents for them.

Learn More ›
GROUP

Group

To stay organized, you can group similar incidents into an incident project that can be labeled either public or personal.

Learn More ›
TRACK

Track

Facilitate your support efforts by tracking all customer touch-points from incident origin to resolution to closure.

Learn More ›
Incident Classification

Incident Classification

A classification hierarchy with as many levels as needed is available to organize incidents and use them for future analysis. A drop down menu expedites classification. A comparison can be shown between the initial contact diagnosis and the final resolution to improve troubleshooting capabilities.

Tracker gives you access to incident information, including current number of open incidents, number of incidents in the last 30 days and average number of incidents a month over the last six months.

Learn more about PhaseWare

If you think PhaseWare would be a good fit for your company or organization, please feel free to contact us. A friendly member of our team is only a click away.

Free Online Demo
FEATURES
FEATURES
  • Customize & Configure
  • Advanced Reporting
  • Live Chat
  • Visual WorkFlows
  • Customer Management
  • SLA Management
SOLUTIONS
SOLUTIONS
  • Customer Service & Support
  • Complaint Management
  • Knowledge Management
  • Help Desk Management
  • Issue Tracking
  • Mortgage Solution
PRODUCTS
PRODUCTS
  • Tracker Beyond
  • Tracker Desktop
  • Tracker Mobile
  • Self Service Center
  • SSC Mobile
  • Event Engine
Start My Free Trial

Sales & Info.: 214-440-3921 info@phaseware.com
Contact Us
Pricing

Support: 866-838-4789
Self Service Center

©2021 PhaseWare, inc. All Rights reserved. | Privacy Policy / GDPR
PhaseWare on Twitter
PhaseWare on Facebook
PhaseWare on LinkedIn
PhaseWare on YouTube
PhaseWare on Instagram