A name with two meanings
HEAT Call Tracking System: Which HEAT Do You Mean?
HEAT most often names a legacy IT service-desk software line — ticket tracking for IT support — which is a different product category from call tracking. We do not sell either under that name; here is the honest disentangling and the two real paths.
- ITSM vs call tracking, split
- No product claimed under the name
- Two real paths forward
HEAT questions
Is HEAT a call tracking system?
HEAT is best known as a legacy IT service-desk software line — software that tracks support tickets, not calls arriving on phone numbers. Some organisations used it alongside phone systems, which is how the two names got tangled. We sell no product under the HEAT name.
We run HEAT for IT tickets — can we add call tracking?
Yes, as a separate layer: number-based call tracking measures the calls your help desk receives, and the call records can join your ticket data at the reporting level. We do not claim a built-in HEAT connector — the honest join is through the data, via our CDR API area.
Where can I find HEAT product support?
Not here — the HEAT line has changed owners over the years, and current support belongs with whoever holds the product now. Their official channels are the authoritative source; we will not guess at them.
"HEAT call tracking system" is a search with a built-in mix-up, and most pages answering it blur the two products on purpose. HEAT is best known as a legacy IT service-desk software line — ticket tracking for IT support teams — while call tracking is the measurement of phone calls arriving on distinct numbers. Different categories, different decades, partially overlapping users. We sell neither under that name; here is the disentangling and the two paths that actually exist.
What HEAT is (and is not)
The HEAT name belongs to the IT service-management world: a long-established help desk product line that logs, routes and reports on support tickets. It is software for tracking work items — and although a help desk takes phone calls, HEAT itself is not a telephony measurement product, and its current ownership and support arrangements are a matter for its current vendor, not for us to guess at. What it is not: a 1300 or 1800 number platform, and not the product this site sells.
The category line, drawn once
This is the same distinction our help-desk page draws: a service desk measures handling — tickets, resolutions, response times — while call tracking measures arrival — which number rang, when, how often, answered or missed. Organisations with both needs often run both layers. The split is set out in help desk call tracking, and the wider category confusion in what call tracking software is.
The two real paths from this search
Path one: your HEAT is fine, and you need the call side. Number-based call tracking measures the calls arriving at your desk: a distinct number per channel, calls logged per number, recordings where enabled, from $5 a month per number. If you want the call data joined to ticket data, the honest bridge is the records themselves — the CDR area of our API exposes per-call data your reporting can correlate with HEAT'"'"'s ticket history. No built-in connector is claimed, because none exists.
Path two: your desk takes calls and nothing measures them. Then the tracking layer is the missing instrument, and the setup is small: a number per channel, routing that does not ring out — overflow and after-hours rules per the discipline in time-critical call tracking — and a weekly read of the reports.
The takeaway
HEAT tracks tickets; tracking numbers track calls. If your search was really about the second, the product is on our call tracking page, the numbers are searchable on available numbers.
The call side of the desk
Track the calls your desk receives
Number-based tracking from $5 a month per number — per-number call data your reporting can join.