Help Desk, Live Chat, & Customer Service Software

Version 4.8.3705 (2010-02-22)

  • FIXED: Agents and administrators can now perform advanced searches for canned replies by pressing the Enter key from any field on the search page.
  • FIXED: Agents and administrators can now perform advanced searches for Knowledge Base articles by pressing the Enter key from any field on the search page.
  • FIXED: Agents and administrators can now perform advanced searches for news items by pressing the Enter key from any field on the search page.
  • FIXED: The Knowledge Base now functions as expected when performing an advanced search or viewing items by status from the tree view.
  • FIXED: The users settings page will now load as expected.

Version 4.8.3701 (2010-02-18)

  • CHANGED: Results in a Ticket's Resolutions tab are now truncated to the first 256 characters per item.
  • CHANGED: The correct icon now displays in the tree view when viewing survey results by agents.
  • FIXED: Canned replies now insert into Tickets and Live Chats as expected in the Firefox and Internet Explorer browsers.
  • FIXED: Closing a popup window in the Safari and Chrome browsers now functions as expected.
  • FIXED: Live Chats now end automatically when the browser is closed.
  • FIXED: SmarterTrack's default Web server can now be installed on Windows 7 environments.
  • FIXED: The advanced search feature now functions as expected when specifying multiple custom field parameters to search for Live Chats.
  • FIXED: The advanced search feature now functions as expected when specifying multiple custom field parameters to search for Tickets.
  • FIXED: The correct department selection text now displays on the Ticket submission page in the portal.
  • FIXED: The hyperlink manager now functions as expected.
  • FIXED: The KB tab for Tickets and Live Chats now displays more relevant results.
  • FIXED: The Knowledge Base now functions as expected when the SQL server is set up in Turkish.

Version 4.7.3674 (2010-01-22)

  • FIXED: Live Chats now function as expected with all types of session state servers.

Version 4.7.3673 (2010-01-21)

  • ADDED: Primary administrators can now be assigned the agent role.
  • FIXED: Agents and administators can now use the keyboard to select and open items in grids when using the Chrome or Safari browsers.
  • FIXED: Custom fields now display as expected when submitting a Ticket via the Portal.
  • FIXED: Custom fields with drop-down menus can no longer have two options with the same value.
  • FIXED: SmarterTrack now checks brands for empty host headers that would prevent the brand from working properly.
  • FIXED: SmarterTrack now checks each brand's host header value for "http://" and removes this prefix.
  • FIXED: SmarterTrack now checks for duplicate host headers, as using the same host header across multiple brands brands may prevent the brand(s) from working properly.
  • FIXED: The class used to parse input data in the external provider now functions as expected.
  • FIXED: The text fields on theTicket compose page now resize when file(s) with a long name are attached to the Ticket.
  • FIXED: Tickets and Live Chats now retain the default custom field values set in the portal when using the advanced search function in the management interface.

Version 4.7.3666 (2010-01-14)

  • FIXED: Agents can only specify their status for Live Chat groups in which they belong
  • FIXED: Email reports will now send as expected
  • FIXED: The login page no longer displays automatically after setting up the database
  • FIXED: Ticket and Live Chat submission now function as expected when a state server is used for session objects.
  • FIXED: WhosOn now functions as expected when a state server is used for session objects.

Version 4.7.3638 (2009-12-17)

  • FIXED: Agents and system administrators can now view spam and deleted tickets as expected
  • FIXED: SmarterTrack can now connect to a MySQL or Microsoft SQL database on any port

Version 4.7.3636 (2009-12-15)

  • EFFICIENCY: Redundant queries no longer occur when logged in as the primary administrator.
  • EFFICIENCY: Roles and permissions now require less database interaction.
  • FIXED: Agents can now modify their own custom email footer.
  • FIXED: Canned replies assigned to Everyone can now be edited by agents.
  • FIXED: Regenerating a summary report now groups data as expected.
  • FIXED: Scheduled email reports now function as expected.
  • FIXED: Signatures now fuction as expected in foreign installations of Micrsoft SQL.
  • FIXED: The news items page now displays the correct number of items per page in MySQL.
  • FIXED: The pager on the news items page in the management interface now functions as expected in MySQL.
  • FIXED: The Safari and Chrome browsers will no longer crash when a pop-up window is closed on a Mac
  • FIXED: The Tickets preview pane now loads as expected when using custom role permissions.
  • FIXED: Ticket attachments can now be viewed properly by users in the portal
  • FIXED: User permissions now function as expected in the portal if a username contains capital letters.
  • FIXED: Users will now be logged into the management interface and Portal (if applicable) if a username and password is provided as query string arguments for Login.aspx

Version 4.6.3607 (2009-11-16)

  • CHANGED: Agents assigned the manager role can no longer access the spool page, as this page is an administrative function.
  • FIXED: A customer's email address now displays in the management interface without their name or brackets next to them for consistency.
  • FIXED: A Knowledge Base article with a title in non-Latin characters will now be linked with a valid URL.
  • FIXED: A News Item with a title in non-Latin characters will now be linked with a valid URL.
  • FIXED: Agents can now set the priority of a Ticket from the compose window as expected.
  • FIXED: An ambiguous error is no longer recorded in the error logs when the manage and workspace tree views are updated.
  • FIXED: Clarified the phrasing of the error message that displays when a CC or BCC email address is invalid.
  • FIXED: Clarified the phrasing of the error message that displays when an incoming Ticket message is sent from the management interface without a From address.
  • FIXED: Deleting a Knowledge Base article now updates the cached information displayed in the portal.
  • FIXED: If a user navigates to an invalid Knowledge Base article in the portal, the user will now be redirected to the Knowledge Base search page
  • FIXED: Survey invitations sent to customers now include a link to the correct brand's URL
  • FIXED: System administrators can no longer add the same supported language twice.
  • FIXED: System administrators now have access to the email footer tab on the Users page in the Organization settings folder.
  • FIXED: The Knowledge Base area of the portal now functions as expected if the database prefix is not "st_"
  • FIXED: The management interface now displays as expected when the selected language is not English.
  • FIXED: The primary administrator can now access the management interface when there is a licensing conflict upon upgrade.
  • FIXED: The Reply All button in the management interface for Tickets will no longer show duplicate email addresses.
  • FIXED: The ticket submission form on the portal will now appear as expected when a custom field with a long name is present
  • FIXED: The Ticketing external provider now functions as expected when Tickets are created or responded to through POP.
  • FIXED: Ticket auto-responders now suggest related Knowledge Base articles as expected when the database is set up in MySQL.
  • FIXED: Tickets can now be forwarded to mulitple email addresses via the Tickets tab on the Agents page in the Organization settings folder.
  • FIXED: Users logged into the management interface are now automatically logged out when the application's machine key changes.
  • FIXED: Users with verified email addresses can now submit and view Tickets as expected.

Version 4.5.3586 (2009-10-26)

  • ADDED: A global AFK toggle available from anywhere in the management interface
  • ADDED: A new agent status popup that opens automatically on login
  • ADDED: A new general setting for disabling and enabling agent chat rooms
  • ADDED: A new general setting for disabling and enabling the agent instant messenger
  • ADDED: A new Live Chat hand-off setting for agent inactivity.
  • ADDED: A new portal setting for configuring the date range for popular KB articles
  • ADDED: A popup when a department is being deleted that allows an action to be taken on Tickets and Live Chats
  • ADDED: A popup when a group is being deleted that allows an action to be taken on Tickets and Live Chats
  • ADDED: A refresh button on the Live Chat preview pane
  • ADDED: A refresh button on the Ticket preview pane
  • ADDED: Broadcast messages now display the date and time that the broadcast was issued
  • ADDED: Canned replies can now be assigned to everyone
  • ADDED: KB searches now support using "+keyword" to only show articles containing that keyword
  • ADDED: KB searches now support using "-keyword" to exclude articles containing that keyword
  • ADDED: Live Chat links now have the option to render in plain text
  • ADDED: The ability to invite website or portal visitors to a Live Chat from the WhosOn density map
  • ADDED: When your status changes to AFK automatically a popup now appears notifying you of the change
  • ADDED: You can now remove custom variables using the WhosOn tracking script
  • CHANGED: A user's email address now must be different from the department's POP address
  • CHANGED: Automated event email notifications can no longer be sent to a department's POP address
  • CHANGED: Each department now must have a different POP address
  • CHANGED: Microsoft Virtual Earth has been replaced with Microsoft Bing Maps
  • CHANGED: Only one department and group can be deleted at a time now
  • CHANGED: System administrators and agents can no longer send email to a department's POP address
  • CHANGED: The management interface is now a separate login from the portal
  • CHANGED: The news icon no longer displays in the portal if there are no news items available
  • EFFICIENCY: All user role data is now cached on the server to increase performance
  • EFFICIENCY: Ticket advanced searches are now faster in MySQL when searching for a ticket number
  • FIXED: Agents will remain active in Live Chat after the thresholds on the Live Chat Settings page have been reached
  • FIXED: An error message now displays if you attempt to send a Ticket without a To address
  • FIXED: Comments added to new Tickets now display correctly
  • FIXED: Custom manager roles will now grant access to the manage tab correctly
  • FIXED: Custom reports will now export correctly when you have more than 10 report items
  • FIXED: Duplicate WhosOn filters no longer show up when switching between Manage and Workspace
  • FIXED: Emails can now be sent with multiple commas for one address
  • FIXED: Inactive Live Chats and agent IMs now display content correctly in the Conversation tab
  • FIXED: Items can no longer be related to a deleted ticket
  • FIXED: Live Chat and Ticket popups now resize correctly in Google Chrome
  • FIXED: Live Chat comments now display correctly
  • FIXED: Live Chat links now show the offline image when Live Chat is offline
  • FIXED: Live Chat links will now use their assigned CSS classes
  • FIXED: Live Chats will no longer automatically transfer when the agent has had the last response
  • FIXED: News items with a summary that is 256 characters long can now be saved correctly in MySQL
  • FIXED: Opening a deleted ticket in a new window will no longer show options for an active ticket
  • FIXED: Private KBs accessed from the management interface now load as expected in the portal?
  • FIXED: Reports will now export correctly in CSV when it contains values over a thousand.
  • FIXED: Surveys can now be sent to yahoo email addresses
  • FIXED: Surveys sent to a customer will always appear in the survey results now
  • FIXED: The agent status popup now aligns its column headers properly in Internet Explorer
  • FIXED: The automatic hand-off settings for Live Chat will now take into consideration the last time the agent typed something
  • FIXED: The date and time a Ticket was closed now display after the status has been changed in the Compose window
  • FIXED: The density map pins now refresh as expected
  • FIXED: The email address custom field when viewing a ticket will now check for a valid email address
  • FIXED: The first page of a grid will now show the correct number of rows
  • FIXED: The front-line group for a department can not be deleted now
  • FIXED: The Live Chat preview pane now loads the correct buttons after completing an advanced search
  • FIXED: The Live Chat preview pane now resizes as expected after the Refresh button is clicked
  • FIXED: The Live Chat window now functions as expected when a Live Chat has ended
  • FIXED: The Live Chat window's KB tab will now only show articles relative to it's current brand
  • FIXED: The news item window will now show a more detailed message when an error occurs
  • FIXED: The preview pane and Live Chat window will now resize and appear correctly in Google Chrome
  • FIXED: The Send button on a customer's Live Chat window now aligns itself to the Compose text box
  • FIXED: The sidebar on the news item page in the portal no longer shows unnecessary white space
  • FIXED: The Ticket window's KB tab will now only show articles relative to the it's current brand
  • FIXED: The total result count for KB articles shown in the portal will now be correct by brand
  • FIXED: The tree view in the management interface no longer displays a random error popup when the session has been lost
  • FIXED: The tree view will now update it's Ticket and Live Chat counts correctly
  • FIXED: The web service method used to generate a link to a ticket in the portal now accepts brand as a parameter
  • FIXED: Ticket trend reports will now only show data in the selected date range
  • FIXED: Tickets can now be purged correctly
  • FIXED: Tickets containing curly braces in the To and CC address fields now display properly
  • FIXED: Translatable strings are now translating more strings of text throughout the interface
  • FIXED: When a KB article is opened from a brand it isn't assigned to it will no longer show the contents
  • FIXED: When responding to a ticket the preview pane for the current ticket is now automatically updated
  • FIXED: When you delete a user their custom roles will now also be deleted
  • FIXED: When you select a different record in WhosOn the last tab will now be shown in the preview pane.
  • FIXED: WhosOn custom variables will now display in alphabetical order by their key values
  • FIXED: WhosOn will no longer assume the localhost address for host name and host domain after being idle a long time
  • FIXED: WhosOn will now size it's columns correctly and allow for sortable column headers
  • FIXED: You can now search for a private KB article by ID in the portal

Version 4.0.3504 (2009-08-05)

  • ADDED: Advanced searches for Tickets and Live Chats now show results when enter is pressed
  • ADDED: The ability to disable emailing a list of Tickets to a specific address from the portal
  • ADDED: The ability to pass a user's brand ID and name to the login external provider when authenticating via the portal
  • FIXED: All summary reports now use the correct UTC conversion when obtaining data
  • FIXED: Custom Ticket roles now work properly for agents that are also registered users
  • FIXED: Customers can now view Tickets imported via POP in the portal
  • FIXED: Emails larger than 65 KB can now be imported via POP when using MySQL
  • FIXED: KB article links in auto responders now use the appropriate brand's URL
  • FIXED: Some missing language strings in the audit reports have been added
  • FIXED: The audit summary reports now show the correct data when a single date is selected
  • FIXED: The Manage tree view now shows the correct number of Tickets and Live Chats for each brand
  • FIXED: The page title and history for visitors recorded in WhosOn are now encoded for HTML
  • FIXED: The portal now show news items that match the user's language preferences
  • FIXED: The search field for KB articles in the portal is now encoded for HTML
  • FIXED: The Ticket and Live Chat number shown after getting assistance is now linked to its related item
  • FIXED: The Workspace tree view now shows the correct number of Tickets and Live Chats in an agent's queue
  • FIXED: The Workspace tree view now shows the number of Tickets and Live Chats that the agent has access to
  • FIXED: You can now send replies to Tickets when a signature is unavailable

Version 4.0.3483 (2009-07-15)

  • ADDED: A general setting for customizing which file extensions are acceptable in the document manager
  • ADDED: A new Web service method for GetTicketURL in Services/svcTickets.asmx
  • ADDED: A WhosOn setting for customizing the callback interval for website and portal visitors
  • ADDED: The ability to choose the sort order of columns using the Columns button in the actions toolbar
  • ADDED: Updated browser detection routines for new platforms in WhosOn and Live Chats
  • CHANGED: Changing the order of custom field templates and survey questions is now easier
  • CHANGED: Managers must also be assigned the agent role to have access to the management interface
  • CHANGED: System administrators are now the only role with the ability to edit the maximum number of active Live Chats an agent may be assigned
  • CHANGED: The column selector has been moved to a button in the actions toolbar
  • EFFICIENCY: Loading and replying to Tickets in SQL is now significantly faster
  • EFFICIENCY: WhosOn now consumes less memory and starts fewer active sessions for site or portal visitors
  • FIXED: Advanced Ticket searches now work correctly with the active or waiting status option selected
  • FIXED: All SMTP connections can now deliver emails to addresses containing angle brackets
  • FIXED: Auto-closed emails are now delivered properly if the recipient's address contains a first and last name
  • FIXED: Autoresponder links are now coded to display the appropriate brand when viewing Tickets in the portal
  • FIXED: Changes to hourly costs now display correctly after clicking the Save button
  • FIXED: Changes to the Purge Idle Users setting in WhosOn now displays correctly after clicking the Save button
  • FIXED: Closed and locked Tickets are now sorted properly in the closed Ticket view
  • FIXED: Exported reports with comma separated values now function as expected
  • FIXED: Handlers throughout SmarterTrack are now more secure against script injection
  • FIXED: Hourly costs for agents can now be set if the locale is set to Dutch
  • FIXED: Pressing CTRL+Z while typing in a WYSIWYG editor now works as expected in Google Chrome
  • FIXED: Saving an event action without a value now displays an error message
  • FIXED: Searches for Knowledge Base articles by ID now work as expected in the portal
  • FIXED: SmarterTrack automatically checks for duplicate values when adding a new translatable string
  • FIXED: SmarterTrack will now try to delete any messages remaining on the server after a POP import
  • FIXED: The compose area for Tickets in plain text nows resize correctly
  • FIXED: The CustomerEmailVerification email template now uses the appropriate brand's mail settings to confirm a user's registered email address
  • FIXED: The ForgotLogin email template now uses the appropriate brand's mail settings to send password information to users
  • FIXED: The image for displaying related items in a Ticket now displays correctly
  • FIXED: The Send and Transfer button now works as expected when viewing a Ticket in the main window
  • FIXED: The signature now remains intact when toggling between incoming and outgoing Ticket views.
  • FIXED: The tree view now loads properly when logging in as an agent after being logged in as an admin
  • FIXED: There is now a limit to the number of items displayed per page of survey results
  • FIXED: Ticket headers now display correctly in plain text
  • FIXED: Ticket signatures now display correctly in plain text
  • FIXED: WhosOn now calls back to the server on a steady interval

Version 4.0.3435 (2009-05-28)

  • ADDED: A Reply All button for Tickets
  • ADDED: The ability for WhosOn to report to multiple servers for the same Web site
  • CHANGED: The Auto-Logout field for agent group settings is now configurable by minutes
  • CHANGED: The customer's avatar and name no longer display as related items in the Communication tab of a Ticket
  • EFFICIENCY: Active, waiting, and closed Tickets now load faster in MySQL
  • EFFICIENCY: Performing an advanced search for Tickets will now process faster in MySQL
  • FIXED: Advanced searches by email address now display results properly
  • FIXED: Deleting agents after a survey is sent no longer affects the customer's ability to submit the survey
  • FIXED: KB article searches now return results for all brands
  • FIXED: Language strings can now be saved as the default name
  • FIXED: Surveys now function as expected when a customer chooses not to respond to a yes/no question
  • FIXED: The ability to email a list of previously submitted Tickets is only available if mail settings are set up for the brand
  • FIXED: The ability to email a list of previously submitted Tickets to a customer is now limited by brand
  • FIXED: The link in auto-responders to view Tickets in the portal now works correctly, regardless of locale
  • FIXED: The Related Items tab of a Ticket is no longer blank if the Ticket isn't assigned to the agent
  • FIXED: The Remember Me checkbox in the portal now works as expected
  • FIXED: The setting for handing off Live Chats without a response is now labeled correctly
  • FIXED: The survey breakdown reports now work with databases configured with a table prefix other than "st_"
  • FIXED: The Test Settings buttons for department POP and SMTP settings now work as expected
  • FIXED: The Ticket grid now updates when the main window is used for composing new Tickets
  • FIXED: The Ticket Handling summary and trend reports now work in MySQL
  • FIXED: WhosOn now works on sites that are partially set up with SSL certificates

Version 4.0.3413 (2009-05-06)

  • FIXED: A licensing error will no longer occur if you upgrade SmarterTrack using a MySQL database
  • FIXED: Parent level KB categories will now show up in the portal if a subcategory contains articles for the current brand
  • FIXED: Supported languages can now be deleted if they were being used by a translatable string

Version 4.0.3411 (2009-05-04)

  • ADDED: A new event action setting that includes the text of a custom Ticket message in the conversation thread
  • ADDED: A new event action setting that resets idle time when custom Ticket messages are sent
  • ADDED: A new setting that limits the number of waiting Tickets processed by the Ticket idle event
  • ADDED: New Live Chat grid columns that list the customer's display name and username
  • ADDED: New Ticket grid columns that list the customer's display name and username
  • ADDED: The ability to track a registered user's full name, username, and email address via WhosOn when the user is logged in to the portal
  • ADDED: The ability to view which brand a Live Chat belongs to via the Live Chats grid, preview pane, and pop-up window
  • ADDED: The ability to view which brand a Ticket belongs via the Tickets grid, preview pane, and pop-up window
  • CHANGED: Surveys sent to a customer as a response to a Ticket now use the department's mail settings instead of brand
  • CHANGED: The idle parameter for Ticket idle events is now a required condition
  • CHANGED: The Ticket idle event can now be configured for waiting Tickets
  • CHANGED: Tickets that are replied to using the send and transfer method now include any transfer notes above the response
  • FIXED: All survey-based reports now show data appropriate to the time frame selected
  • FIXED: Custom reports can now properly be exported via CSV and TAB
  • FIXED: Modifying default roles no longer limits portal functionality
  • FIXED: Session state now displays information in the left tree view correctly
  • FIXED: Survey reports filtered by agent or survey type now display properly
  • FIXED: Surveys sent to a customer as a response to a Ticket can now be initiated by the system properly
  • FIXED: The Comment Type variable now properly inserts into event actions for Ticket comments
  • FIXED: The KB articles view in the portal now shows categories that contain at least one article for the current brand
  • FIXED: The KB Contribution trend report now work properly in MySQL
  • FIXED: The KB Popularity trend report now work properly in MySQL
  • FIXED: The KB Searches trend report now work properly in MySQL
  • FIXED: The KB Searches Without Results report now work properly in MySQL
  • FIXED: The KB Searches Without Views report now work properly in MySQL
  • FIXED: The Live Chat window no longer rapidly refreshes when a Live Chat is transferred to the queue
  • FIXED: The Ticket Comment Added event now fires once as designed

Version 4.0.3399 (2009-04-22)

  • ADDED: A new optional field has been added to live chat links that allows you to choose a new navigate url when chat is online
  • ADDED: A new WhosOn node for All Visitors has been added that displays all visitors on your tracked sites regardless of brand or filter
  • CHANGED: Miscellaneous text changes to enhance the user experience
  • EFFICIENCY: Background update script made more efficient
  • FIXED: An exception will no longer get thrown in the KeepAlive function for GetChatNotifications()
  • FIXED: Company names or site titles over 50 characters in length will no longer cause upgrade to stall
  • FIXED: Email template editor will no longer resize incorrectly
  • FIXED: If you add a custom field to a signature and attempt to reply to an existing ticket it will now properly use it
  • FIXED: If you delete a custom field that's being used in signatures it will no longer throw an exception when composing a ticket or reply
  • FIXED: KeepAlive function will no longer throw an error when you log into an agent account when there are no departments configured in the system
  • FIXED: Many departments and agents will no longer cause the left side to stop updating
  • FIXED: MySql users will now be able to modify existing roles
  • FIXED: The Live Chat page in the Management Interface will no longer refresh multiple times after it is taken from the queue
  • FIXED: The Live Chat preview pane will no longer show the agent popup page when the chat is transferred
  • FIXED: The portal will no longer load in the inner frame of the management interface when you are logged out automatically
  • FIXED: The ticket external provider will now allow tickets to be submitted even when an error occurs in the external web service
  • FIXED: The tree view will now function properly if an existing agent has its agent role removed

Version 4.0.3387 (2009-04-10)

  • ADDED: A broadcast message feature that allows organizations to send messages to all active sessions and users on the portal (such as a message notifiying portal visitors that a server is going down)
  • ADDED: A broadcast message feature that allows organizations to send messages to all active sessions and users on the Web site (such as a message notifiying Web site visitors that a server is going down)
  • ADDED: A broadcast message feature that allows system administrators to send messages to all active sessions and users on the management interface (such as a message notifying agents that a server is going down)
  • ADDED: A delivery delay setting to the email settings page so that real-time antivirus or tools can act on messages within the spool
  • ADDED: A Live Chat summary page that displays upon completion of a Live Chat. This page allows customers to email a copy of the Live Chat to themselves, review a transcript of the chat, or provide feedback through a defined survey.
  • ADDED: A setting to limit the type of attachments that can or can’t be accepted
  • ADDED: A spool page in the system settings folder to monitor and manage (retry, view, delete) outgoing and incoming emails
  • ADDED: A survey rating system that makes it easier to review results and performance
  • ADDED: A survey system
  • ADDED: A WhosOn preview pane that provides detailed information related to each session and user on the Web site, portal or management interface
  • ADDED: Additional filtering options to monitor active sessions and users
  • ADDED: Additional roles. Available roles include: Everyone, Manager, Agent, Registered User, Registered User with Verified Email, System Administrator, and Database Administrator
  • ADDED: Agent messaging via instant messenger (IM)
  • ADDED: Agent messaging via permanent chat rooms
  • ADDED: Brands and their associated departments and agents are displayed in the tree view
  • ADDED: Company logo can be added in the setup wizard
  • ADDED: Completion of custom fields can now be required before a Ticket can be closed by an agent
  • ADDED: Currency formats for all known locales in General Settings
  • ADDED: Custom field support for departments, groups, users, and brands
  • ADDED: Detection of bad URLs being pushed to end users in Live Chat
  • ADDED: Dynamic signatures with variables based upon unique field information from departments and brands
  • ADDED: Events have been added to monitor all aspects of the new survey system based on results or completion
  • ADDED: Folder name now shows in Portal when using KB search
  • ADDED: Google translate can now be used when editing KB articles if multiple supported languages configured
  • ADDED: Google Translate feature for Live Chat. Both native and converted language will be displayed to each user, allowing agents to support users with different languages
  • ADDED: Languages can be assigned to agents and departments to aid intelligent Ticket and Live Chat routing
  • ADDED: Links to other translations appear on KB articles within the portal for informational purposes.
  • ADDED: More RAD windows throughout the application to improve usability
  • ADDED: New field validation controls to all of SmarterTrack for consistent error-checking and messages
  • ADDED: New grid control for WhosOn allowing for unlimited number of active sessions and users
  • ADDED: Public facing text is translatable by administrator (portal titles, department names etc.)
  • ADDED: Related translation support for KB articles
  • ADDED: Related translation support for news items
  • ADDED: Reports for the new survey system at the system, department, or agent level
  • ADDED: Required custom fields are now marked with red asterisks
  • ADDED: Spam and Delete buttons to the Ticket pop-up window
  • ADDED: Statistics tabs to the preview pane for KB articles, news, and canned replies
  • ADDED: Support for multiple brands
  • ADDED: Survey actions that allow surveys to be launched based upon any system or user event
  • ADDED: Table wizard feature available from a button in the WYSIWYG editor
  • ADDED: The ability to access the complete history of an IM for Sarbanes Oxley compliance.
  • ADDED: The ability to add multiple attachments when creating a Ticket via the portal
  • ADDED: The ability to add variables to emails. Variabales are now available from a button in the WYSIWYG editor.
  • ADDED: The ability to assign agents to multiple Brands
  • ADDED: The ability to assign different email addresses to brands
  • ADDED: The ability to associate WhosOn, KB articles, news and languages to brands
  • ADDED: The ability to automatically display surveys to customers upon ending a Live Chat
  • ADDED: The ability to collect and monitor custom data in WhosOn, such as shopping cart items, etc.
  • ADDED: The ability to configure roles can be configured for both agents and end-users
  • ADDED: The ability to configure the Live Chat department selection text that appears in portal
  • ADDED: The ability to configure the portal show KB articles and new items of the active language
  • ADDED: The ability to configure the Ticket department selection text that appears in portal
  • ADDED: The ability to create custom roles
  • ADDED: The ability to define signatures at the system level and by brand
  • ADDED: The ability to extend the portal with tabs and custom development or tools
  • ADDED: The ability to filter canned replies by language
  • ADDED: The ability to observe chat rooms without joining them
  • ADDED: The ability to restrict agent access to KB, news, reporting, Ticket deletion, Ticket purging, and more
  • ADDED: The ability to review all survey results for a particular agent
  • ADDED: The ability to review all survey results for a particular survey
  • ADDED: The ability to set permissions to join chat rooms
  • ADDED: The ability to use Live Chats and IM simultaneously
  • ADDED: The ability to use the Get Assistance from Tickets and Live Chats
  • ADDED: Undo/redo feature available from a button in the WYSIWYG editor
  • ADDED: Web service has been added to perform “garbage collection” from third-party tools to optimize performance
  • ADDED: Web service has been added to search articles in a specific parent folder
  • CHANGED: Alerts have been replaced with Events, and should be recreated after upgrade from 3.x.
  • CHANGED: Captcha control was replaced with an image-based system for better rendering in some browsers
  • CHANGED: Chat sounds have been re-recorded to improve sound quality
  • CHANGED: Cleaned up language files and reduced overall language strings to simplify translations
  • CHANGED: Existing signatures are now considered to be a footer to a Ticket. Signatures should be re-created within the new signature settings area.
  • CHANGED: File manager icons have been combined into a drop-down list within the WYSIWYG editor
  • CHANGED: Grid controls are now more efficient
  • CHANGED: Grids that do not have lot of rows no longer have a pager at the bottom and will list all items
  • CHANGED: If no actions are available upon logout, the pop-up window will not appear
  • CHANGED: KB article view permissions field no longer exists. A role should be assigned to manage permissions
  • CHANGED: Live Chat coaching area now has a brighter color so it is more noticeable
  • CHANGED: Live Chat coaching now displays to the right of both printed and inactive Live Chat transcripts
  • CHANGED: Live Chat push pages have been re-designed
  • CHANGED: New icons for KB, news, surveys, and more
  • CHANGED: Registered Users and Registered Users with Verified Email Addresses are now unique roles
  • CHANGED: Signatures have been enhanced and need to be recreated after upgrade.
  • CHANGED: Skin overrides for agents are now enabled new installations
  • CHANGED: SMTP and POP password fields now mask the password for security
  • CHANGED: The Live Chat window now closes when the session is transferred to another agent
  • CHANGED: The new footer for a Ticket field has been disabled by default as new generic Signatures will be enabled and should be modified.
  • CHANGED: Ticket conversations show conversations more efficiently and no longer have empty space
  • CHANGED: To avoid looping, emails can no longer be forwarded to department email addresses
  • CHANGED: To prevent looping, auto-responders can no longer be sent to department email addresses
  • CHANGED: To prevent looping, quality control emails can no longer be sent to department email addresses
  • CHANGED: Uploaded avatars automatically adjust to the required size
  • CHANGED: When closing a Live Chat window without ending the chat, a warning window launches that Live Chat is still active
  • CHANGED: When Live Chat sessions end, the Live Chat window will turn gray and cannot be edited
  • CHANGED: WhosOn now displays the first item in the list automatically
  • CHANGED: Workspace and Manage areas have new dedicated areas for Ticket, Live Chat, WhosOn, Instant Messenge,r and Chat Rooms to improve the user experience
  • EFFICIENCY: Advanced searches are much faster than in previous versions
  • EFFICIENCY: Clicking Transfer on a Ticket now functions efficiently
  • EFFICIENCY: New controls and libraries have been updated to reduce overall page sizes, increase speed, and improve browser compatibility
  • EFFICIENCY: Reduced the number of images used in the portal to reduce download times
  • EFFICIENCY: Reduced the number of threads SmarterTrack uses
  • EFFICIENCY: Search token stats re-calculation has been improved significantly
  • EFFICIENCY: The left tree view in the Manage and Workspace areas is more efficient and displays current read and unread items more effectively
  • EFFICIENCY: The number of queries SmarterTrack makes to the database has been drastically reduced to improve the overall performance of the application
  • EFFICIENCY: WYSIWYG editor is faster and more efficient across browsers
  • FIXED: Attachments are now properly associated to the primary Ticket when Tickets are merged
  • FIXED: Business hours conflicts with UTC upon carry-over from previous days now behave as expected and do not fail
  • FIXED: Changes have been made to reduce the possibility of messages duplicating themselves in Live Chat on slow connections.
  • FIXED: Cleaner error messages now appear when a failed connection occurs from an external provider
  • FIXED: Custom fields now set as expected for invited Live Chats
  • FIXED: Default user compose font changed to Tahoma 10pt.
  • FIXED: Email Address is no longer listed twice in the search bar for Tickets
  • FIXED: Get from Queue button should not appear on the Global Tickets and Live Chat pages
  • FIXED: Get from Queue page refreshes efficiently with improved AJAX control
  • FIXED: Max Upload size for all file managers in WYSIWYG editor now matches the max upload size set in the web.config file
  • FIXED: Primary administrator cannot be accidentally deleted
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