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...

SmarterTools is proud to announce the release of the new SmarterTrack 3.x, which is replacing SmarterTicket. As of Monday April 28 th , 2008, SmarterTicket will become a legacy product for SmarterTools and will no longer be available for purchase. Moving from SmarterTicket to SmarterTrack is not considered...

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...

Another example is where an existing ticket now needs to involve a new person -- perhaps a department manager, etc. -- but doing a reply in Outlook or SmarterTicket and altering the TO: address to that manager will only include them in the ticket conversation this ONE TIME ... while all future updates...