# PhaseWare Reviews **Vendor:** Phaseware **Category:** [Incident Management Software](https://www.g2.com/categories/incident-management) **Average Rating:** 3.2/5.0 **Total Reviews:** 6 ## About PhaseWare The PhaseWare Tracker product suite is a configurable B2B customer support software designed for and loved by technology and software companies. PhaseWare's fully configurable customer service and support solutions will help your B2B company manage, monitor, and measure critical customer service interactions. Quickly and completely resolve pressing customer issues, while delivering a consistent and engaging customer experience. Configure everything from your self-service portal, reporting dashboards, app-screens, terminology, and automated processes to fulfill your service goals. Invest in a product that works exactly the way you do. ## PhaseWare Reviews ### 1. Better Alternatives **Rating:** 1.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** July 05, 2022 **What do you like best about PhaseWare?** Phaseware had a decent level of customization available in regards to categorization, tickets flows, escalations. It was fairly simple to use once properly configured. **What do you dislike about PhaseWare?** Setup was pretty clunky and wasn't quick to make changes and adapt to changes in the moment. End users were fairly limited in their options and everything was behind an admin wall. **Recommendations to others considering PhaseWare:** There are more robust alternatives out there that do things better, whether that be a better UI and user experience (Zendesk) or more robust customization and scalability (ServiceNow and Salesforce) **What problems is PhaseWare solving and how is that benefiting you?** Phaseware was providing a ticketing solution for B2B, that allowed us to have escalation flows to multiple departments within our organization, client facing and otherwise. ### 2. My team uses this software daily and is ever evolving and changing to meet our needs. **Rating:** 5.0/5.0 stars **Reviewed by:** Ryane H. | CSR3, Enterprise (> 1000 emp.) **Reviewed Date:** December 18, 2020 **What do you like best about PhaseWare?** This program is very user friendly. We upgraded from the desk top version and the transition was pretty seamless. The web based version is amazing in that it refreshes and updates every few minutes. This way we don't have to remember to constantly refresh for new tickets that are submitted. **What do you dislike about PhaseWare?** As the program goes through updates it tends to throw a little wrench in our day to day. It's nothing monumental, but their support staff could be available a little more in my opinion. I am having a small problem so there is a little downside with my outlook plug in, but that may be resolved with updating my firewall settings. **What problems is PhaseWare solving and how is that benefiting you?** We track our incoming tickets and all communications with Phaseware. We have been using this program for at least 5 years. Our team stays better organized with the use of Phaseware and I like that I can see all issues submitted no matter who is working them. And since it is web based I can access it on other devices if need be. ### 3. We have been using PhaseWare (PW) Tracker for 2 years now as a client ticketing system. **Rating:** 4.0/5.0 stars **Reviewed by:** Maureen D. | Director, Client Services and Support, Marketing and Advertising, Mid-Market (51-1000 emp.) **Reviewed Date:** August 01, 2017 **What do you like best about PhaseWare?** We find PW to be very user friendly and have been able to expand the use of the software to other departments in our organization beyond customer support. The workflow functionality of being able to set up different milestones for new tickets/service orders to be opened has allowed our group to streamline certain client requests and internal processes. **What do you dislike about PhaseWare?** PW has a very basic survey functionality and would like to see something more robust tied to the system specifically instead of having to tie-in an outside survey function. **What problems is PhaseWare solving and how is that benefiting you?** By using PW we have been able to streamline client request turn around time, as well as have a clear picture of how much work each of our resources/departments have open. ### 4. PhaseWare Tracker **Rating:** 4.0/5.0 stars **Reviewed by:** Jeremy S. | Network Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** September 06, 2017 **What do you like best about PhaseWare?** I like the auto search when you are opening a new Incident/Ticket so you can see if there has been any previous work done on a similar issue. **What do you dislike about PhaseWare?** Wish there was more customizable features built-in with out having to have custom work done to make it work the way you want. **Recommendations to others considering PhaseWare:** Have them set it up for AD import from the begining if you use it for internal IT Tracking. If you use it for Internal or External get some hours to have them help you set it up for automating when the system gets an email to kick off tasks to spawn tasks to certain Techs. **What problems is PhaseWare solving and how is that benefiting you?** Being able to track things we do and put in how-to solutions for others. ### 5. Tracker: Very, Very Basic **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Enterprise (> 1000 emp.) **Reviewed Date:** October 30, 2017 **What do you like best about PhaseWare?** It's easy to use, so anyone can learn quickly. Everyone has their own login. **What do you dislike about PhaseWare?** There are so many bugs and the design is awful. Sometimes it won't email you that you've been added to a project, so you'll have no idea unless you physically go looking. There are no options to color code, label, make a hierarchy, etc. **Recommendations to others considering PhaseWare:** Look for something else. **What problems is PhaseWare solving and how is that benefiting you?** It's clear who's working on what, and we can ask questions or make notes via Tracker. ### 6. Not very intuitive **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Networking | Small-Business (50 or fewer emp.) **Reviewed Date:** December 12, 2017 **What do you like best about PhaseWare?** Software does a lot and has a lot of features,. Tracks client incidents / tickets very well and have the option to be very detailed if needed. **What do you dislike about PhaseWare?** Very hard to find different features, reports, etc. Not very intuitive to find different things without trial and error trying to find what ever you may be looking for. **What problems is PhaseWare solving and how is that benefiting you?** Able to track open incidents / tickets which have not been closed. Very easy for techs to enter their time for billing purposes. - [View PhaseWare pricing details and edition comparison](https://www.g2.com/products/phaseware/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-15+16%3A23%3A30+-0500&secure%5Bsession_id%5D=6c792cd8-9674-4bd7-9eaf-e0ed86e51a68&secure%5Btoken%5D=a5ba92ffd8ebaaf831688d244261b01e7977b37448205623b08351eb9d8dd101&format=llm_user) ## PhaseWare Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Monitoring** - Constant Monitoring - Timely Alerts - TIcket Accuracy - AI Monitoring **Management Tools** - Ticket Assignment - Standardization - Lifecycle Visualization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - Incident Management** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards ## Top PhaseWare Alternatives - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 4.4/5.0 (3,661 reviews) - [Freshservice](https://www.g2.com/products/freshservice/reviews) - 4.6/5.0 (1,285 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,496 reviews)