Help Desk Administration
SmarterTrack's setup wizard walks system administrators through the entire setup process, from installing SmarterTrack to setting up the database, creating default departments and groups, and even logging in for the first time. As far as management, SmarterTrack offers detailed reporting, a powerful Events system, task management, customer satisfaction surveys and much more for both system administrators and department managers.
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A help desk consists of brands, departments, groups, and agents. A brand is essentially a business, branch, division, etc. that requires a help desk. The brand is then broken down into departments, such as Support, Sales, Billing, etc. Each department consists of groups: front line, Tier 2, training, etc. Then, each group is populated by agents. Agents can be in a single group, or part of multiple groups across various departments. This helps structure your help desk based on the structure of your business, ensuring issues and questions get into the hands of those who are best able to address them.
Comprehensive API
Using SmarterTrack's API it's possible to automate a variety of different tasks, from retrieving ticket information to setting custom fields or comments for tickets, from monitoring the number of active tickets to getting lists of departments, groups or agents. In addition, the SmarterTrack API is fully documented, meaning it's possible to create your own integration between SmarterTrack and virtually any other management application or back-end system.
Powerful Events System
SmarterTrack's events system allows managers, users and administrators to stay on top of all help desk activity. Events can be used to automatically send notifications when chats go unanswered or ticket conversations get too long. Managers can use events to create escalation rules, enforce SLAs, offer customer satisfaction surveys, and more.
Customer Satisfaction Surveys
Using surveys, managers can create any type of survey to ensure that agents are providing the highest levels of service possible. From multiple choice questions to questions requiring thought and detailed input, any survey can be created. In addition, surveys can be sent via the events system, automatically when conversations end, or even on demand.
Integrations
Having an extensive API means that third-party developers can build integration modules for SmarterTrack. In addition, we've created modules for some of the leading management applications and control panels that are used by organizations around the world.
Customizable Forms
Sometimes there are pieces of information Agents need to be able to troubleshoot issues. To ensure they get the data they need, SmarterTrack offers Customizable Forms. Forms can be sent, filled out, and then immediately associated to tickets ensuring that the most current and accurate information is available.
Organizations
Creating Organizations within SmarterTrack consolidates all user communication -- tickets, live chats, call logs, surveys completed and more -- for any given customer based on the criteria that's set for that Organization. Users can be added to Organizations using a domain name, email address, username or phone number, or a combination of these.
Connected Services
External providers (calls to third-party applications or databases) are available for authentication, to populate custom fields inside SmarterTrack and to display custom screens and options, giving companies unlimited capacity for customization.
Task Management
The task management system allows agents to associate tasks to all customer conversations -- tickets, live chats and call logs. Track tasks at all stages of completion, assign tasks to categories and use the task scheduler to automatically create recurring tasks. SmarterTrack also allows agents to configure reminders and events based upon each task.
Detailed Reports
With more than 70 pre-defined summary and trend reports, SmarterTrack provides the information companies need to accurately measure the results of their customer service efforts. For example:
- See when agents log in and out
- Ticket and live chat trends by department or group
- Dig down to the agent level to see who is doing the most work and where their time is spent
- View Agent participation in the Community
- Much, much more
