A Comprehensive Guide to Email Client Ticket Responses in Smarter Track

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Smarter Track agents can read and respond to tickets through the admin interface and email clients, keeping messages from end users copied to the agent’s email address. Each response is stored in Smarter Track, keeping…
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Comprehensive Guide to Monitoring Agents’ Active Groups and Workload in Smarter Track

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System administrators and managers can monitor agent activity groups, identify agents and departments accepting tickets and live chat, and track the workload of single or all agents in a specific department. Note: Audit reports providing…
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Guide to Crafting Automated Messages for Smarter Track Live Chats

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Smarter Track allows system administrators to display custom messages to customers during live chats, providing additional instructions or information, or welcoming them to the chat feature and thanking them for their interaction. a) How do…
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Guide to Crafting Private Categories within the Smarter Track Community

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The Smarter Track Community is a centralized platform for communication between customers, end users, and agents, organized by type and category. System administrators can create private categories for limited access, like a focus group category…
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Guide to Establishing Agent Status-Triggered Events in Smarter Track Tickets

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Smarter Track’s event-driven architecture allows system administrators, managers, and agents to receive notifications about system events, like ticket status changes, allowing for efficient management. a) How do I create an event that sends an email…
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