Forums & Blog

Hello folks, We are an IT services provider, providing support to a number of clients. when my customers' agents go to transfer tickets, the transfer list includes my OTHER customers. This allows tickets to be transferred to the wrong people, wich, obviously is a HUGE problem. How can I stop that...

We know many of you have been eagerly awaiting information on the New SmarterTicket, so let me catch you up on the progress. To start with, we changed the name to SmarterTrack . We felt the name change was necessary to encompass all the new features and advanced functionality which is going to be available...

Here's and idea I would like to see implemented and I'm sure many would agree to this change. The problem we seem to have is that agents get overwelmed with tickets and close unimportant ones to neaten up the mess. The problem with this is that sometimes tickets fall through the cracks and clients never...

TechGuru: Hello, In the real world, sometimes more than one agent is assigned a task . . . perhaps a task that required a team effort. I am not asking to change the way SmarterTicket auto-assigns tickets but rather to enable the ability for an Agent to add additional Agents onto an existing ticket. This...

Here's my feature requests for SmarterTickets : Rules that allow to route tickets based on determinated condition (subject, destination email, specific headers, etc...) CRM-like features: Be able to see others tickets for the same email (with status... closed, opened, etc... quick stats) - a notification...

Hello, Please consider adding the ability to allow a new request to be auto-assigned to a specific agent. Scenario: It's 2am / after hours. The A/C unit in our Operations room is in failure and its monitoring system sends an email alert to our ST-monitored inbox. ST intercepts the email and generates...