Tracker

von PhaseWare

4.5 / 5 65 Bewertungen
Tracker

Wer nutzt diese Software?

Wir dienen jeder Organisation, die Helpdesk-Probleme effizienter und professioneller managen muss.

Durchschnittliche Bewertung

65 Bewertungen
  • Gesamt 4.5 / 5
  • Benutzerfreundlichkeit 4.5 / 5
  • Kundenservice 5 / 5
  • Funktionen 4 / 5
  • Preis-Leistungs-Verhältnis 4 / 5

Produktdetails

  • Startpreis $49/Monat
  • Kostenlose Version Nein
  • Kostenlose Testversion Ja
  • Einsatz Installiert - Mac
    Cloud, SaaS, Web
    Installiert - Windows
    Mobile - iOS Native
    Mobile - Android Native
  • Training Persönlich
    Live Online
    Webinare
    Dokumentation
  • Kundenbetreuung 24/7 (Live Vertreter)
    Support währen der Geschäftszeiten
    Online

Angaben zum Hersteller

  • PhaseWare
  • http://www.phaseware.com
  • Gegründet 2005

Über Tracker

PhaseWare Tracker bietet eine umfassende Helpdesk-Lösung, die entworfen wurde, um gemeinsame Workflow-Prozesse zu rationalisieren, während zusätzliche Sichtbarkeit durch das Self-Service-Portal bereitstellt wird. Durch die Fokussierung auf die Kern-Ticketing-Funktion, bietet Tracker eine hochwirksame Helpdesk-Lösung ohne die Komplexität und den Aufwand des Asset-Managements. Das Ergebnis ist eine flinke, kostengünstige Lösung für Helpdesk-Vorgänge.

Tracker Funktionen

  • Automatisiertes Routing
  • Dokumentenspeicher
  • E-Mail-Integration
  • Echtzeit-Chat
  • IT-Asset-Management
  • Kundenspezifisches Branding
  • Management von Dienstgütevereinbarungen (SLA)
  • Multi-Channel-Kommunikation
  • Netzwerküberwachung
  • Self-Service Portal
  • Ticket-/Issueverfolgung
  • Verfolgung von Interaktionen
  • Warnungen / Eskalation
  • Wissensbasis-Management
  • Aufgabenmanagement
  • Aufgabenmanagement
  • Dashboard
  • Eskalationsmanagement
  • Problemplanung
  • Projektmanagement
  • Wiederkehrende Probleme
  • Wissensbasis-Management
  • Überprüfung von Vorfällen
  • Call-Center-Management
  • E-Mail-Management
  • Leistungskennzahlen
  • Live-Chat
  • Self-Service Portal
  • Social-Media-Integration
  • Terminverwaltung
  • Umfragen & Feedback
  • Virtueller Assistent
  • Warnungen / Eskalation
  • Warteschlangenmanagement
  • Wissensdatenbank
  • Workflow-Management

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Die hilfreichsten Reviews für Tracker

Tracker Beyond our expectations

Mit Google übersetzen Bewertet am 23.3.2017
Randel P.
Customer Support Team Lead
Einzelhandel, 10.001+ Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
4/5
Gesamt
5 / 5
Benutzerfreundlichkeit
4 / 5
Eigenschaften & Funktionalitäten
5 / 5
Kundenbetreuung
5 / 5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: 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.

Vorteile: Easy to use for new hires to come up to speed quickly.

Nachteile: 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.

Excellent Customer Support / Helpdesk

Mit Google übersetzen Bewertet am 3.2.2011
Bob B.
President
Quelle des Nutzers 
4/5
Gesamt
5 / 5
Benutzerfreundlichkeit
Eigenschaften & Funktionalitäten
5 / 5
Kundenbetreuung
Preis-Leistungs-Verhältnis

Kommentare: 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.

Vorteile: 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.

Nachteile: 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.

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