Web Tracks Review - why 4.3 stars?

Shlomi Lavi / updated: Jul 25, 2022

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What is Web Tracks?

Web Tracks is a help desk and customer support service solution for your business. The software was designed by Gritware headquartered in Michigan, United States. It is not just restricted to help desk but also provides solutions for PC inventory and asset management as well as purchasing.

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Who is it best for?

Web Track has been designed for the help desk needs of small and medium businesses, including the new startups. Companies in need of web-based IT help desk and inventory management solution can benefit from the software.

Easy to navigate interface and feature simple structure of the software make it suitable for companies that are using web-based services for the first time. The helpful nature is further augmented with regular updates and training.

The software can be deployed in any industry as long as the help desk services are needed. Currently it is being used in such sectors as education, finance, IT infrastructure, and retail etc.

Main features and functionalities

The main focus of the software is help desk services and report generation for different purposes. You can keep track of work hours for different departments as well as hours devoted to specific problems. The help desk services of the software also allow you to set priority levels and types of tickets and accordingly assign them to appropriate personnel, thus streamlining the whole process.

The integrated inventory management solution of the software gives you insight into the equipment related to a specific problem. Other than help desk and inventory management, the software offers you the features of customer survey, email and mobile integration, knowledge base, and self service portal.

For report creation, the software offers you customization of templates, fields, and tables. Finally, the software offers round the clock customer support through phone, email, online self services, and webinars.

What is the actual cost?

The cost of license starts at $295 per license. ITQlick pricing score is 2 out of 10 (10 is most expensive). Access ITQlick pricing guide for Web Tracks. You can also find here pricing information from Web Tracks's website.

Pros

• The software is web-based and supports all the major browsers such as Internet Explorer, Mozilla Firefox, Google Chrome, Opera, Safari, and Netscape Navigator etc.
• Inventory management of the software allows you to maintain the history of the problem and its relation to the respective equipments.
• Email integration service notifies you about incoming tickets the moment they arrive.
• You can customize various parameters of the reports such as tablets, templates and fields.
• The software allows you to create knowledge base articles from scratch and also build them on existing requests.

Cons

• There is no option of on premise installation of the software which means they you have to constantly remain in touch with the internet to use it.
• Core features of the software do not include self service portal and contract management.
• Web Tracks does not provide integration capabilities with API and CRM applications.
• Absence of multi-language and multi-currency capabilities is a clear let down.
• Customization options of the software do not include the customization of backgrounds and button images.

How it stacks up?

Access a head to head analysis of Web Tracks vs alternative software solutions.

Frequently Asked Questions (FAQs)