PhaseWare Features List

A list of PhaseWare's best features.

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ticketing and issue tracking

Tracker Desktop

Self Service Center

Tracker Admin

Handle unlimited incidents

View multiple incidents at once

Detailed and customizable audit trails

Complete time tracking

Automatic creation of incidents based on any criteria

View and chat live with other agents viewing an incident

Customizable alerting

Parent/child incidents

Template incidents and tasks

Incident Problems and Known Errors

Incident Projects

Punch Lists

Automatic population of virtually any field

Incident third parties

Controllable incident distribution list

Customer Relationship Management (CRM)

Tracker Desktop

Self Service Center

Tracker Admin

Complete customer and contact management

Unlimited customers and contacts

Parent/child customers

Automatic creation of contacts based on email domain

Multiple locations per customer

Customer products

Contact-downloadable files

Customer-specific SLA and Support Packages

Customer history and audit trails

Share contacts across multiple customers

Multichannel Support

Tracker Desktop

Self Service Center

Tracker Admin

Handle email, phone calls, live chat, and web submissions

Automatic detection of communication source type

Automatic incident creation from email

Contact submission of incidents through the Self Service Center

Create incidents from chat sessions

Create and manage multiple chat channels

Send automatic email or SMS replies based on communication source type

Create your own communication sources

24/7/365 Customer Self Service

Tracker Desktop

Self Service Center

Tracker Admin

Offer 24/7/365 customer support using the customer-facing web portal, Self Service Center

Customize colors, branding, web pages, icons, and fields

Unlimited number of contacts can access the Self Service Center

Contact incident submission

Contacts can view and search on their submitted incidents

Contacts can chat live with agents

Frequently Asked Questions

Solutions

Downloads

Forums

Post general or security-specific notices

Featured FAQs, Solutions, and Downloads

Knowledge Base search

With administrative privileges, contacts can add and manage fellow contacts and their incidents

Workflow Automation and Process Management

Tracker Desktop

Self Service Center

Tracker Admin

Visual WorkFlow editor and built-in analytics

Fully automate as much or as little of your workflow as you want using the Event Engine

Create automated processes, called Events, using a simple, intuitive, and easy-to-use tool

Send normal, urgent, and critical pop-up alerts to agents

Attach and send reports based on the timing you choose

Send email to agents, contacts, departments, and more

Automatic SMS text messaging

Add auto-generated data to emails, alerts, and text messages

Create new incidents

Update incident fields and information

Add any type of journal entry

Utilize a custom process

Update customer fields and information

Update contact fields and information

Utilize a Stored Procedure

Automatic forum topic updates and posts

View all Events or only Active Events

Searchable Event audit trails

Complete Email Integration

Tracker Desktop

Self Service Center

Tracker Admin

Send and receive emails through Tracker Desktop and Tracker Beyond

Connect any number of mailboxes and have emails converted into incidents and journal entries

Built-in Microsoft Outlook integration

Convert emails directly from Outlook

Drag-and-drop emails from Outlook to create incidents and journal entries

Send email from Tracker using either Outlook or a built-in email client

Built-in administrative tools for testing incoming and outgoing email settings with error reporting

From: address can be system-wide or per Department

Match-up emails to incidents without an incident number using subject line wording

Looping email detection with automatic stoppage

Send automatic email notifications to virtually anyone

Create email templates

Knowledge Base Management (KM)

Tracker Desktop

Self Service Center

Tracker Admin

Top-notch Knowledge base Management through the Tracker application

Contacts can search through and view knowledge base items in the Self Service Center

FAQs, Solutions, downloads, forums, and more

Unpublish items for use internally

Custom security per item

Feature important knowledge base items on the Self Service Center home page

Robust Searching Capability

Tracker Desktop

Self Service Center

Tracker Admin

Best searching capability in the industry

Incident Manager for incident searching

Customer Lookup

Contact Lookup

Search through forums, downloads, FAQs, and Solutions

Search through individual correspondence (Journal Entry searching)

Search through Event firings

Local and global incident Favorite Searches

Filter Editor for complex searches utilizing different types of clauses

Exact word or phrase incident searching

Wildcard searching

Partial word or phrase searching

Flexible and Detailed Reporting

Tracker Desktop

Self Service Center

Tracker Admin

Powerful reporting with Tracker Reports and other reporting features

80+ reports out-of-the-box

Create and edit reports with Tracker's Report Designer

Report off of custom Favorite Searches

Export reports to various formats

Export search results from most grids directly to Excel

Audit trails for incidents, customers, contacts, Events, and more

Set up Dashboards for live, visual reporting, utilizing charts and gauges

Integrated Billing Features

Tracker Desktop

Self Service Center

Tracker Admin

Utilize Support Packages to track billing per customer

Built-in billing reports

Bill an individual incident against a Support Package, as billable time, or as free

Precise time-tracking for billing purposes

Mark individual journal entries as billable

Generate, review, and finalize Billing Batches

Set up products and assign them to customers

Move products between customers

Keep track of product quantity, serial numbers, and location

Customizable Security

Tracker Desktop

Self Service Center

Tracker Admin

Control and manage security permissions down to the finest detail

Easy-to-setup and easy-to-manage utilizing simple checkboxes and dropdowns

Security by agent, department, customer, contact, incident, knowledge base item, and more

Application User Security Groups

Contact Security Groups

Incident-access restrictions

Department restrictions

Reassignment restrictions

Fully Customizable Screens, Fields, Labels, and More

Tracker Desktop

Self Service Center

Tracker Admin

Customize most windows and screens using a simple drag-and-drop tool, called Screen Designer

Add new fields, panels, and tabs

Change panel and background colors

Rearrange items to your exact specifications

Create custom, searchable fields

Link fields from different windows and screens

Different window and screen sets for different application user groups

Customizable Dropdown Lists

Tracker Desktop

Self Service Center

Tracker Admin

Easily add/remove dropdown items

Color-code Customer Status and Customer Standing

Add/remove incident statuses and assign specific statuses an SLA Hold function

Create new communication source types for incidents and journal entries

Set dropdown defaults to pre-populate certain fields such as Priority, Severity, or Status

Create custom dropdowns

Mobile, Tablet + Smartphone, Support

Tracker Desktop

Self Service Center

Tracker Admin

Exercise complete control over incidents: Submit, check status, update and close

Retrieve contact information, scan incidents, review severities and read journal entries

Easy to use mobile web app

Powerful native app for iOS and Android

Ability to add (photo) attachments to journal entries on mobile devices

Ability to receive notifications - in-app or native

Mobile Customer Self-Service App.

Flexible and Efficient Installation Options

Tracker Desktop

Self Service Center

Tracker Admin

Install the PhaseWare Tracker Suite on your own server(s) or host it at our secure data center

Worry-free hosted solution... we install and monitor your database ourselves

Rapid deployment and configuration on-site

The PhaseWare Team works on your schedule, within your framework

Free data import

Best Support Team in the Industry

Tracker Desktop

Self Service Center

Tracker Admin

The professional, accessible, all in-house PhaseWare Support Team is at your disposal

Dedicated to helping you achieve short-term and long-term goals, rather than merely initial setup

Accessible via email, phone, or our Self Service Center... get help on your terms

Unlimited access to our Self Service Center with hundreds of articles, guides, and videos

Professional training, both live and self-guided

Love These Customer Support Software Features?

Are you interested in learning more about PhaseWare's powerful solution? Request a demo of our Tracker Beyond and Self Service Center products to get a better understanding of how it all works together.

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