Complete Support Ticket System

Track the complete history of a helpdesk ticket and give employees total control of all related communications, including emails, notes and associated live chats. With SmarterTrack’s detailed reporting, interactive monitoring and flexible distribution methods, helpdesk ticket management is easy and efficient.

Route tickets to agents that answer them most efficiently

With SmarterTrack's flexible distribution methods, managers have total control of an agent's workflow. Assign tickets based on SLA goals, languages spoken or an agent's area of expertise and ensure that customers receive swift and accurate responses to their inquiries.

See possible resolutions prior to ticket submission

When customers submit support tickets through the helpdesk portal, relevant knowledge base articles and resources are automatically displayed. These self-service resources can deliver answers to customers before they’ve finished filling out the support ticket—saving you time and money.

Transfer tickets between helpdesks

Seamlessly transfer tickets to other SmarterTrack installations at geographically remote locations, separate divisions, partner organizations or to vendors without losing data or duplicating tickets with SmarterTrack's cross-installation ticket transfer functionality.

Send support tickets from multiple platforms

Customers can submit and manage support tickets through the helpdesk portal or through email. Agents can also respond to helpdesk tickets from the management interface or through email.

Work on support tickets while on-the-go

SmarterTrack provides support for agents on-the-go, allowing them to manage and respond to helpdesk tickets from their mobile devices as if they were in the office. If you're using a tablet, connect via the same Web interface as always. Smartphone users can connect via the mobile interface, which works across all major mobile phones, including Android, iPhone and Windows Phones.