Help Desk, Live Chat, & Customer Service Software
  • Custom Fields

    Custom Fields

  • Custom Brands and Skins

    Custom Skins

Increase Brand Awareness and Create Custom Skins

SmarterTrack’s integrated branding support allows companies with different divisions to use the same customer service software to manage all communications. Because brands are auto-detected by host headers, Tickets, agents, departments, emails, news items, Knowledge Base articles, Live Chat, WhosOn, and even the portal can be customized to support multiple brands and languages. In addition, the portal and management interfaces can be custom-skinned to maintain brand identity and consistent customer experience.

Benefit from Data Mining and Custom Fields

With custom fields and extensibility to third-party applications and databases, companies are able to extend the data collection abilities of SmarterTrack. Businesses can:

  • Collect important information about customers prior to Ticket submission
  • Deliver relevant solutions to customers based on information collected
  • Report on the cost benefits of supporting a particular service or product
  • Provide employees with real-time information regarding a customer’s specific needs

Automation with Web Services

SmarterTrack was designed to support custom configuration and automation through Web services using SOAP to automate a variety of different tasks:

  • Retrieve Ticket information
  • Query a Ticket(s)
  • Create and reply to Tickets
  • Setting custom fields or comments for Tickets
  • Getting lists of departments, groups, and agents
  • Monitor the number of active Tickets for your organization

Connect to Third-party Applications

SmarterTrack is designed to make use of external providers—calls to third-party applications or databases—for authentication, to populate custom fields inside SmarterTrack, and to display custom screens and options. Through the use of external providers, companies have unlimited capacity for customization. Imagine:

  • Directing customer communications or agents based upon any number of criteria
  • Referencing a CRM application and automatically assigning Tickets to specific agents
  • Pulling information from third-party applications into Tickets or Live Chats
  • Drawing previous purchase information from account files and displaying custom upgrade options to each customer
  • Querying a billing database to verify payment status as customers log in, then controlling customer messaging or access
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