Inherent Power of Tickets

SmarterTrack is a world-class Ticket solution that transforms Tickets into a powerful information distribution system. A complete history of each Ticket is readily available—emails, notes, associated Live Chats, and related Tickets—giving agents a command of all related communications. Detailed reporting, interactive monitoring, and flexible distribution methods make management easy and efficient.

Resolution Prior to Submission

SmarterTrack was built upon the STIndexingEngine to provide virtually instantaneous results to customer queries. KB articles and other information can be displayed automatically for customers as they begin to type their Ticket submission. Keywords and tags are searched in milliseconds to provide instant relevant information—delivering answers before the question is fully submitted.

Reporting on Custom Fields

In SmarterTrack, creating custom fields to retrieve additional information about a customer and related issues is easy. Unlike competing products, the ability to report on that information is just as simple. Agents benefit from additional information provided, whether it be directly by the customer or automatically populated into SmarterTrack from an external database or application upon Ticket submission. More information is available in the Reports and Customize sections.

Power of Information

As agents receive Tickets, SmarterTrack displays suggested solutions and responses from related KB articles and previous Ticket resolutions. Agents also benefit from custom fields and pre-qualifying questions that were completed during Ticket submission.

Intelligent Ticket Management and Routing

SmarterTrack utilizes several different models of intelligent routing to distribute Tickets (e.g., Round Robin, Service-Oriented, Cherry-Picking) and assigns them to the agents who can answer them most efficiently. Managers can use the rebalancing feature—manually or at predefined intervals—to equalize agent workload. The Ticket system is fully extensible allowing for the adoption of custom SLA policies and additional distribution methods.

Available Anywhere, Anytime

Agents can respond to Tickets from anywhere in the world through the Web interface, standard email, and email on mobile devices—including BlackBerry™, iPhone™, Windows™ Mobile devices, among others.