PhaseWare Tracker
Encyclopedia
PhaseWare Tracker is a customer support managment software application developed by the McKinney, Texas
-based company PhaseWare. The application is used for ticketing, customer management, internal management, workflow automation, and certain billing tasks. It was first released in early 2006.
Tracker is used primarily by small and medium-sized businesses and organizations, an area in which Tracker has a competitive advantage. The application has gained much notoriety with use by various government organizations, such as the United States Nuclear Regulatory Commission
and the Local Government Information Systems Association.
Tracker 3 added downloads, notices, forums, and Frequently Asked Questions to the knowledgebase. Tracker 4 introduced live chat channels and Startup Forms. Startup Forms is a feature that allows users to customize which and how many screens are opened by default when Tracker loads. Tracker 5 added functionality to numerous features including Screen Designer, reports, ticket management and Self Service Center. A comments/rating system was also added.
Tracker Admin allows users with administrative privileges to manage other users, customize most Tracker screens, add and edit field data, and change security, system, and email settings.
Self Service Center is used by clients to interact with agents via live chat, participate in forums, submit tickets, search the knowledgebase, and add contacts and monitor tickets (if given appropriate security permissions). Self Service Center is customizable: colors, logos, and other parts can be altered based on a company or organization's preferences.
Tracker OnDemand is based on Microsoft Silverlight, which allows for Tracker use across varying operating system environments (including Mac OS X and Linux).
McKinney, Texas
McKinney is a city in and the county seat of Collin County, Texas, United States, and the second in population to Plano. According to the U.S. Census Bureau, the city's 2010 population was 131,117 The Census Bureau listed McKinney as the nation's fastest growing city from 2000 to 2003 and again in...
-based company PhaseWare. The application is used for ticketing, customer management, internal management, workflow automation, and certain billing tasks. It was first released in early 2006.
Tracker is used primarily by small and medium-sized businesses and organizations, an area in which Tracker has a competitive advantage. The application has gained much notoriety with use by various government organizations, such as the United States Nuclear Regulatory Commission
Nuclear Regulatory Commission
The Nuclear Regulatory Commission is an independent agency of the United States government that was established by the Energy Reorganization Act of 1974 from the United States Atomic Energy Commission, and was first opened January 19, 1975...
and the Local Government Information Systems Association.
Versions
The current version is Tracker 6. Tracker 6 introduced an integrated Mail Checker that monitors incoming mail and converts emails into either tickets or journal entries. Integration with Microsoft Outlook was also introduced.Tracker 3 added downloads, notices, forums, and Frequently Asked Questions to the knowledgebase. Tracker 4 introduced live chat channels and Startup Forms. Startup Forms is a feature that allows users to customize which and how many screens are opened by default when Tracker loads. Tracker 5 added functionality to numerous features including Screen Designer, reports, ticket management and Self Service Center. A comments/rating system was also added.
Tracker Suite
Tracker is often installed as a suite of products including Tracker Admin and Self Service Center.Tracker Admin allows users with administrative privileges to manage other users, customize most Tracker screens, add and edit field data, and change security, system, and email settings.
Self Service Center is used by clients to interact with agents via live chat, participate in forums, submit tickets, search the knowledgebase, and add contacts and monitor tickets (if given appropriate security permissions). Self Service Center is customizable: colors, logos, and other parts can be altered based on a company or organization's preferences.
Architecture
Tracker and Tracker Admin are based on Microsoft .Net, built using Microsoft Visual Studio. Data management is handled by Microsoft SQL Studio (version 2005 and up).Tracker OnDemand is based on Microsoft Silverlight, which allows for Tracker use across varying operating system environments (including Mac OS X and Linux).