Smartertrack

Author: m | 2025-04-23

How to integrate Azure OAuth with SmarterTrack; Integrate SmarterTrack with VoIP Systems; Move an On-Premise Installation of SmarterTrack to a Hosted SmarterTrack Site; Move SmarterTrack to a Different Server; Optimize the SmarterTrack Database in Higher Load Environments; Query String Length Exceeds Maximum Length; Reindex Knowledge Base How to integrate Azure OAuth with SmarterTrack; Integrate SmarterTrack with VoIP Systems; Move an On-Premise Installation of SmarterTrack to a Hosted SmarterTrack Site; Move SmarterTrack to a Different Server; Optimize the SmarterTrack Database in Higher Load Environments; Query String Length Exceeds Maximum Length; Reindex Knowledge Base Articles

Announcing a New SmarterTrack and SmarterTrack Mobile

Is present in the configuration.php file: $api_access_key = "abc123", enter abc123 in this field. (Used when integrating SmarterTrack with the WHMCS Addon Module.) WHMCS Username - Provide the username of an admin-level user within WHMCS who has API Access. (Used when integrating SmarterTrack with the WHMCS Addon Module.) WHMCS Password - Provide the password associated with the admin username. (Used when integrating SmarterTrack with the WHMCS Addon Module.) The following options are available from the content pane toolbar: Save - Saves the changes made to the options on the tab. Test Settings - Use this button to test your translation settings with the appropriate provider. Reset Statistics - This button will reset the character count that is tracked for character conversions using the appropriate translation service. This can be used to check against any reports received or viewed at the translation service website to ensure both systems are in sync.External FeedsExternal feeds allow users to have custom RSS feeds, and snippets of the information in articles or news items, displayed on their portal. External Feeds are different than Custom Links in that the feed snippet is displayed on the Portal home page as a section of the Portal. Custom Links create a new button on the Portal home page.If any external feeds are available, they will be listed on this page. Otherwise, new feeds can be added by clicking Add in the content pane toolbar. External feeds can be associated with all brands or used and customized on a per-brand basis. Furthermore, if multiple feeds are to be displayed on a brand's portal, they will be displayed in order of how they are listed in the Connected Services settings. Use the Move column to adjust the order of the external feeds, if needed.SmarterTrack ConnectionsAdministrators can use this section to connect to another, separate SmarterTrack installation for ticket transferring. This can be useful for those organizations working out of separate geographic locations or across sister-companies where 2 separate instances of SmarterTrack are installed. When a SmarterTrack installation is connected, agents can choose whether to transfer tickets to the local or connected instance.note: Both installations must be running the same version of SmarterTrack in order for this feature to work properly.To add a SmarterTrack instance, click Add in the content pane toolbar. A modal window will display the following options: Connection Name - The friendly name of the SmarterTrack instance. SmarterTrack Base URL - The URL for the SmarterTrack portal. Admin Username - A system administrator's username for the SmarterTrack instance. Admin Password - A system administrator's associated password for the SmarterTrack instance. OAuth Connection In the last couple of years (beginning in 2023), Microsoft has significantly changed how it allows third-party products to authenticate against services such as Microsoft 365 (Office365), Outlook.com, Hotmail, and other Exchange services. As a result, SmarterTrack has to utilize a Microsoft Azure OAuth application, maintained by SmarterTools, that allows SmarterTrack to connect to these services. This Azure OAuth application includes a 'secret key' that Microsoft requires

SmarterTrack Software files list - Download SmarterTrack

Message with Employees and Chat Rooms for departments and teams. These methods of communication allow SmarterTrack to be used in many ways, including, but not limited to: an Agent needs help from another Agent; An Agent needs to contact a team for an answer; Company-wide internal and secure messaging for all employees. In SmarterTrack 13.x we are reworking how we provide this functionality and building it so it can be further extended throughout SmarterTrack. All methods of messaging have been rewritten to be faster and more efficient. PLUS the redesigned interface improves how you can monitor and manage all your chats. Better, Faster Performance As our CEO mentioned, we are re-building the foundation of SmarterTrack. We are re-thinking how people use SmarterTrack and what functionality we will be provided over the next decade. We are massively increasing the performance of SmarterTrack at both the server and client level. We are introducing new technologies that help us improve the speed and that will make the introduction of new features easier. We are introducing caching and performance improvements to handle even larger installations of SmarterTrack. Much of this has been started and you will see some of the benefits in SmarterTrack 13.x. Even more will be introduced in future versions. And That's Just The Beginning In upcoming releases we'll be including even more new features and improvements. These may include: As mentioned, continually improved performance on mobile devices, removing the need for a "mobile only" URL and separate login. SEO changes to

Moving a Hosted SmarterTrack Site to an On-Premise SmarterTrack

New Follow-Up ticket queue: Agents can now quickly and easily see the customers they need to follow-up with and when those follow-ups need to occur. In addition, it's much easier to reconfigure a follow-up if it comes out of that status early. Coming later: Continually improved mobile performance. That's right: no more separate mobile URL or login will be necessary! Improvements to the Community The Community is THE place for customer interaction, which reinforces brand loyalty, increases your connection with customers and end users, and improves the overall relationship with your customers. The community can be used in many ways, whether it's customer-to-customer interaction or your employees having conversations with customers. Unlike other customer service platforms, SmarterTrack blends both a public-facing customer portal with the tools you need for managing customer interaction and communication. The Portal, the Community and the tools Agents have at their disposal all work together and give you the ability to seamlessly transition from public conversations started in the Community to private discussions with Agents. Therefore, we made several improvements that greatly increase the effectiveness of the SmarterTrack Community for anyone and everyone: Announcements: It's now possible to create an Announcement, where you can call attention to important items like scheduled maintenance, product releases or any other piece of information you want your users to be aware of. Sticky Threads: There are times when a certain thread has a higher level of importance for you and your users. In these cases, you want that particular thread. How to integrate Azure OAuth with SmarterTrack; Integrate SmarterTrack with VoIP Systems; Move an On-Premise Installation of SmarterTrack to a Hosted SmarterTrack Site; Move SmarterTrack to a Different Server; Optimize the SmarterTrack Database in Higher Load Environments; Query String Length Exceeds Maximum Length; Reindex Knowledge Base How to integrate Azure OAuth with SmarterTrack; Integrate SmarterTrack with VoIP Systems; Move an On-Premise Installation of SmarterTrack to a Hosted SmarterTrack Site; Move SmarterTrack to a Different Server; Optimize the SmarterTrack Database in Higher Load Environments; Query String Length Exceeds Maximum Length; Reindex Knowledge Base Articles

SmarterTrack Connector Software files list - Download SmarterTrack

Administrators will use this section to manage any services and applications that are connected to the SmarterTrack installation, including live chat translations, external feeds, ticket transferring across SmarterTrack instances and more. To access this section, log into the management interface with an administrator account. Select Settings from the Navigator then click on Connected Services n the navigation pane. The settings will load in the content pane and the following tabs will be available:IntegrationsUse this tab to edit the following settings: Max External Feed Articles - The number of articles that will be displayed per external feed. For example, if an external feed is configured to show blog posts on the SmarterTrack portal, only this number of articles will be displayed at a time. Map Provider - Using Google Maps, SmarterTrack can display customer location information in Who's On or when an IP address is clicked in a live chat. To enable a map provider, select Google from the dropdown menu. API Key - A Google Maps API Key IS REQUIRED in order to use Google as the map provider in SmarterTrack. Getting an API key is free, and, in most cases, using a standard API key will be fine. However, in larger installations, it may be necessary to upgrade your API key to avoid hitting the limitations applied to a standard API license from Google. For more information on obtaining an API Key, see the Get API Key page. Information about Google Maps Usage Limits is also available from the Google Maps API documentation. Translation Provider - Select which translation service to use from the list: Google or Azure. By default, the auto-translation method is set to None. API Key - For Google Translator only. The API key provided by Google. For more information on obtaining this key, please see the KB Automatically Translate Live Chats. Subscription Key - For Azure Translator only. A security key that allows Microsoft Translate to interact with your SmarterTrack installation. For more information on obtaining this key, please see the KB Automatically Translate Live Chats. note: Azure Subscription Keys MUST have the "Region" set to "Global" when the key is created. Locale-specific keys do not work with SmarterTrack. Requests to Translations API - The total number of translation requests sent to the Translation Provider selected. This allows you to know how many requests have been sent so any limits can be protected. Characters to Translations API - This is the total number of characters sent to the Translation Provider selected. This allows you to keep track of any character limitations imposed by the Translation Provider to avoid any unnecessary extra charges. WHMCS URL - Provide the complete URL of your WHMCS control panel. (Used when integrating SmarterTrack with the WHMCS Addon Module.) WHMCS API Key - This is a security feature used to authenticate the integration between SmarterTrack and WHMCS. Enter the exact API Access Key that is configured in the configuration.php file found within the WHMCS directory. For example, if the following line

SmarterTrack HelperClasses Software files list - Download SmarterTrack

As many of you know, SmarterTools has been extremely focused on reinvesting in, and revolutionizing, SmarterMail 16.x, which we released on May 16, 2017. We learned a LOT from that major undertaking and it will make SmarterTrack 13.x much better as a result. According to Tim Uzzanti, SmarterTools CEO: "With every new project we learn from our successes and failures. With SmarterMail 16.x, we saw customers get frustrated without new features throughout our year development cycle even though we attempted to set expectations via blog and social media posts. In addition, we committed to rebuilding the entire foundation of SmarterMail so that we could build upon it for the next decade! As we started to implement some of the latest and greatest technologies, we found limitations which made us switch technologies mid-cycle. However, we spared no expense and constantly balanced providing customers with the same experience they were used to while building something that could be expanded upon!" How does what we learned throughout the process apply to SmarterTrack 13.x? We have the same mindset for SmarterTrack: to rebuild the foundation in preparation for new features and functionality for the next decade. HOWEVER, instead of doing it all at once, we are doing it over a couple versions. Fortunately, we also have all the experience on what technologies work well which will make future product releases even smoother. Suffice it to say that SmarterTrack 13.x will have been worth the wait! We are extremely excited to announce the release of

SmarterTrack Data Software files list - Download SmarterTrack Data

This feature is only available to administrators using SmarterTrack Enterprise. SmarterTrack's survey feature allows companies to solicit customer feedback that will give managers, and business owners, a better perspective into customer satisfaction and loyalty. Obtaining customer feedback in a timely and usable format helps to ensure that the company is meeting and exceeding customer expectations and gives insight into key changes that should be made to improve the overall success of the company.With SmarterTrack, business owners and managers can create different surveys for each department or a single survey that's used for the company as a whole. Separate surveys can even be created for live chats and tickets, so questions can be crafted based on each type of interaction. Full reporting is available for managers and business owners, and agents will see their survey results displayed right on any completed ticket or live chat. To view or manage surveys in the system, log into the management interface with an administrator account. Select Settings from the Navigator, then click on Surveys in the navigation pane. If any Surveys already exist, they'll load in the content pane, with the top most being pre-selected. It's questions are also displayed. In general, the following details can be found on each survey in the content pane: Survey Name - The name of the survey. Offered - The number of times the survey has been offered to customers. Answered - The number of times customers completed the survey.Keeping track of the number of surveys completed versus

Announcing a New SmarterTrack and

Ticket Management Communication is key. Access the most crucial ticket actions available, right from the mobile app, so agents can keep customers and users up to date: Reply to tickets Start new tickets (incoming or outgoing) Ticket transfers Comment tickets Set Follow Ups Status changes Change a ticket's priority Much more! Live Chat On the Go Participate in immediate, instantaneous conversations with end users and customers, wherever you are, quickly and easily: Reply to chats Take existing chats Transfer chats to other agents Coach agents Much more! On-Premises OR Hosted Our mobile app works with any SmarterTrack installation. Whether you are hosting your help desk on your own server or in the cloud, or you're using the SmarterTrack Hosted Help Desk, the mobile app just works! Task Management Your day doesn't necessarily end when you leave the office or when you work remotely. With mobile task management, stay ahead of task due dates and deadlines right from your device: Create new tasks Edit descriptions Manage progress Assign / re-assign tasks Much more! Call Logging Make sure you're staying up-to-date with what's going on with your tickets. Get notified when a new ticket comes in, or when you receive a reply. You can turn on all notifications, enable only one or two, or even mute them all, right from the app. Multiple Brand Support One of the most powerful features of SmarterTrack is multi-brand support. This allows a business to utilize agents more efficiently, whether on or off hours, across various. How to integrate Azure OAuth with SmarterTrack; Integrate SmarterTrack with VoIP Systems; Move an On-Premise Installation of SmarterTrack to a Hosted SmarterTrack Site; Move SmarterTrack to a Different Server; Optimize the SmarterTrack Database in Higher Load Environments; Query String Length Exceeds Maximum Length; Reindex Knowledge Base

SmarterTrack Additions, Changes and Fixes

Automatically when setting the follow-up again. Follow-up Note - Type any important information or comments regarding the follow-up into this field. Generally, follow-up notes describe actions taken and/or the reason the ticket was scheduled for follow-up. New Group - Select the group to which the follow-up should be assigned to. New Agent - Select the agent to which the follow-up should be assigned to. If the follow-up does not need to be assigned to a specific agent, choose the auto-assign option and the follow-up will be assigned to an agent within the specified group based on the distribution method set by the administrator. By default, the agent who schedules the follow-up will be assigned the follow-up. New Priority - Select the priority of the ticket. Generally, an agent will not change the ticket priority. Pin Ticket - Check this box to pin the ticket to the agent responsible for the follow-up. For more information on pinning tickets, see Tickets Overview. Follow-ups and Agent Status When an agent sets a follow-up, that follow-up stays with that agent and moves from waiting to active status at the follow-up's scheduled date and time. This occurs regardless of the agent's actual status within SmarterTrack. For example, a ticket that has a follow-up scheduled will move to an active status for an agent even if the agent it is assigned to is marked as inactive. Therefore, managers and supervisors will need to be aware of how follow-ups are utilized so that, in cases where an agent is inactive due to sickness or vacation, any follow-ups are distributed to active agents, as needed. Finding Tickets Scheduled for Follow-up When an agent schedules a ticket for follow-up, SmarterTrack automatically assigns a waiting status to the ticket. To view all tickets scheduled for follow-up, select the Waiting tab in the content pane. Waiting tickets scheduled for follow up will display a grey follow-up icon. (It looks like a clock, or a timer.) It's possible to sort tickets by follow-up status as well using the Sort menu.note: When a ticket is ready for follow-up, SmarterTrack automatically moves it to

SmarterTrack 14 is Now Available!

To ALWAYS stay at the top of the list. Now you can make these types of Issues, Questions, Ideas or Announcements "sticky" so that they receive the attention they require. Locked Threads: Then there are times when a particular thread has run its course. In these cases, it's now possible to lock a thread so that no other comments or replies can be left. Change a thread's status: In some cases, users may want to mark threads as "read" or "unread". That means that they can either revisit it at a later time or simply ignore it. In addition, Agents can now change the status of a thread without having to actually make a comment or add a reply. Auto-scroll to last unread: Now when users visit threads that have new comments, the interface will automatically scroll down to the last unread reply! No more manual scrolling through long threads to find out where the last comment was made! Source View for Agents: Agents can now view the source of their posts, making it easier to apply custom HTML or CSS to their posts. Permalink dates: When referencing a particular post, it's now possible to use that post's permalink so users, when clicking that link, go directly to the post being referenced. MUCH MORE, including the ability to all users to upload images, the ability to add simple HTML to Community signatures and more. The Many Ways of Messaging in SmarterTrack In SmarterTrack we provide Live Chat with Customers, Instant. How to integrate Azure OAuth with SmarterTrack; Integrate SmarterTrack with VoIP Systems; Move an On-Premise Installation of SmarterTrack to a Hosted SmarterTrack Site; Move SmarterTrack to a Different Server; Optimize the SmarterTrack Database in Higher Load Environments; Query String Length Exceeds Maximum Length; Reindex Knowledge Base

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