SmarterTrack Build 9511

SmarterTrack, developed by SmarterTools, is a comprehensive help desk software solution designed to streamline customer support and enhance communication efficiency. Tailored for businesses of all sizes, SmarterTrack offers a robust suite of features that cater to the diverse needs of customer service teams, ensuring they can deliver exceptional support experiences.

At its core, SmarterTrack provides a centralized platform for managing customer interactions across multiple channels, including email, live chat, and social media. This omnichannel approach ensures that no customer query goes unanswered, and support agents can seamlessly switch between channels to maintain continuity in their responses.

One of the standout features of SmarterTrack is its advanced ticketing system. This system allows support teams to categorize, prioritize, and assign tickets based on predefined rules and workflows. The intuitive interface makes it easy for agents to track the status of each ticket, collaborate with team members, and resolve issues efficiently. Additionally, the system supports automation, reducing the manual workload and allowing agents to focus on more complex tasks.

SmarterTrack also excels in its knowledge management capabilities. The software includes a powerful knowledge base that enables organizations to create, organize, and share articles, FAQs, and guides. This self-service portal empowers customers to find answers to common questions on their own, reducing the volume of incoming support requests and freeing up agents to handle more critical issues.

Another key feature is the integrated live chat functionality, which provides real-time support to customers visiting the company’s website. This feature not only enhances customer satisfaction by offering immediate assistance but also helps in capturing valuable insights through chat transcripts and analytics.

For businesses looking to gain deeper insights into their support operations, SmarterTrack offers comprehensive reporting and analytics tools. These tools provide detailed metrics on agent performance, ticket resolution times, customer satisfaction, and more. Such data-driven insights are invaluable for identifying areas of improvement and making informed decisions to optimize the support process.

Security and reliability are also top priorities for SmarterTrack. The software includes robust security measures such as SSL encryption, role-based access controls, and regular data backups to ensure that customer information is protected at all times.

Moreover, SmarterTrack is highly customizable and scalable, making it suitable for a wide range of industries. Whether you are a small business or a large enterprise, the software can be tailored to meet your specific needs and grow with your organization.

In summary, SmarterTrack by SmarterTools is a versatile and powerful help desk software that enhances customer support through its comprehensive feature set, user-friendly interface, and strong focus on efficiency and security. It is an excellent choice for businesses looking to improve their customer service operations and deliver a superior support experience.

Release notes:

New Release
Added: Passkey authentication support for all users.
Changed: Checkup page now prevents external IPs (i.e., non-local IPs) from accessing it.
Changed: Database conversion logging now logs the completion of the database conversion.
Changed: Moved Online Help out of profile menu dropdown to its own icon.
Changed: The database conversion status message to better indicate how many rows each table has as well as how many rows have been copied so far.
Changed: The text of the Duplicate Email Detected log to be more descriptive.
Changed: Turn indexes on and off for the bulk insert during database conversion.
Changed: Updated the database migration utility.
Changed: User creation process to better prevent users having the same username.
Removed: Database prefix size limit for SQL Server.
Removed: Self diagnostics button from the diagnostics page.
Fixed: "Add SMTP Account" on Security > Two-Factor Authentication throws a console error.
Fixed: A broke page can happen when trying to view Survey Results for Live Chats under Results in the Reports tab.
Fixed: Active database conversions are not preventing end users from replying to Community posts.
Fixed: An issue that could cause a Community thread to not update the most recent reply.
Fixed: An issue that could cause login to the SmarterTrack Mobile app to fail.
Fixed: An issue that could cause the database size to display as being 1 KB instead of its actual size.
Fixed: Certain API calls are not blocking calls from the blacklist.
Fixed: Merging tickets will sometimes remove attachments from one of the tickets.
Fixed: Setting an agent's Role permission to None for Live Chat does not hide the Live Chat navigation icon in the Management Interface.
Fixed: Start Ticket button does not appear when all of a Brand's Departments preferred languages is different from the browser language.
[ SmarterTrack full changelog ]