Flexible Helpdesk Management

In addition to providing crucial data to managers, such as customer satisfaction and the efficiency of your agents, SmarterTrack's administrative features make it easy to customize the system to meet your business' unique needs.

Connect to third-party applications

SmarterTrack is designed to make use of external providers (calls to third-party applications or databases) for authentication, to populate custom fields inside SmarterTrack and to display custom screens and options. Through the use of external providers, companies have unlimited capacity for customization.

Encourage customer feedback with surveys

SmarterTrack can be configured to distribute surveys via live chat and tickets at any time during the sales or support process to easily measure customer satisfaction and monitor quality assurance. Built-in survey reports give managers added insight into customer service operations and agent and department performance.

Automation with Web services

SmarterTrack was designed to support custom configuration and helpdesk automation through Web services (APIs) to automate a variety of different tasks, including retrieving ticket information; querying tickets; setting custom fields or comments for tickets; monitoring the number of active tickets for the organization; or getting lists of departments, groups or agents.

Read more about SmarterTrack Web services

Ensure uptime with failover and load balancing

Companies with less than 1,000 agents can decrease the likelihood of service interruptions and virtually eliminate downtime by purchasing a failover license that allows for the installation of a second server that is always connected to the database in standby mode. Companies with more than 1,000 agents can improve scalability by purchasing a load balancing license to distribute the requests to the helpdesk across multiple servers and improving the frequency in which data is cached.

Finally understand
support costs

Cost analysis reporting allows companies to make informed decisions about its workforce, products and practices. SmarterTrack makes it easy to define the costs and times associated for each customer service function for quick creation of accurate cost analysis reports.

Detailed helpdesk reporting and analytics

With more than 70 pre-defined summary and trend reports, SmarterTrack provides the information companies need to uncover problems, establish policies and accurately measure results.

One helpdesk for many brands

Companies with different divisions can use the same customer service software installation to manage all communications. Tickets, agents, departments, emails, news items, knowledge base articles, live chat, Who's On and even the portal can be customized to support multiple brands and languages.

Use custom fields to collect more data

With custom fields, companies are able to extend the data collection abilities of SmarterTrack. Businesses can collect important information about customers prior to ticket submission, deliver relevant solutions to customers based on information collected or provide employees with real-time information regarding a customer’s specific needs.