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 would like to create Groups or Departments that are not accessible to site visitors via chat or tickets. I have gone through the Managemant UI, and cannot seem to find a way to create a Department that is non-public. Specifically we would like to create a department for Accounting, and for elevated...

We have seen cases in which a ticket appears in the mean screen for just a few seconds, then disappears. When the ticket appears, the message count column says 0 messages. We've now seen this happen several times, so it can't be just a random glitch. The tickets - after disappearing from the...

It is possible to see number of tickets with Active status in left tree node (e.g. Active (32)), but Waiting and Closed nodes always display nothing even though they are not empty. Could it be some wrong setting or this is a system bug? SmarterTrack v3.1.3089

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...

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...

In addition to the reply from the agent not being delivered to the customer's email when responding to a ticket from the Agents email client. http://www.smartertools.com/forums/t/18575.aspx When an agent responds to a ticket from the Smarter Track website and adds an attachment, the attchment is...

As usual, we do not give out specific release dates on new releases. That said, we are very, very close. It is reasonable to expect major news on this topic before the end of the month. In short--SmarterTrack is "on track" and well worth the wait.

Is there a way in the new Smarter Mail version to send an email to an address and have that address tied to a queue in the system that will generate a ticket with the email information? This would be ideal for our environment. Thanks, Adam

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...