Includes over 140 different features that are necessary to run a fully-functional help desk, including:
A complete list of the features available in SmarterTrack Professional can be found in the comparison chart, below.
Includes all features of the Professional Edition, plus additional Enterprise-level features, including:
A complete list of the features available in SmarterTrack Enterprise can be found in the comparison chart, below.
The Hosted SmarterTrack Helpdesk (SaaS) offers all of the Enterprise Edition features (except LDAP/Active Directory support), as well as free access to SmarterTrack's VoIP softphone, Communicator.
SmarterTrack Free contains ALL of the functionality of SmarterTrack Enterprise, but is limited to a single agent. This is to give you an opportunity to try all of the features out before making a decision on what product to purchase.
A complete list of the features available in SmarterTrack Free can be found in the comparison chart, below.
| Features | Free1 | Pro | Enterprise |
|---|---|---|---|
| Tickets | |||
| Agent responses by email | • | • | • |
|
Transfer tickets (to agents, departments, groups and other installations) |
• | • | • |
| Cross-associate tickets, live chats, calls, and tasks | • | • | • |
| Automatically suggests related tickets and knowledge base articles | • | • | • |
| Comments and resolutions | • | • | • |
| View/search ticket history | • | • | • |
| Canned replies | • | • | • |
| Mark tickets for follow-up | • | • | • |
| Ticket surveys | • | • | |
| Ticket forms | • | • | |
| Advanced ticket searching | • | • | • |
| Define custom fields for tickets | • | • | • |
|
Force complete custom fields (agents only) |
• | • | • |
| Multiple user-defined signatures per agent | • | • | • |
| Enforceable company-wide signature standard | • | • | • |
| Dynamic signature attributes by brand, language, etc. | • | • | • |
|
Intelligent ticket routing (via cherry-picking or round-robin) |
• | • | • |
| Custom ticket distribution options using Events | • | • | • |
| Tickets assigned to agent's brand and/or language | • | • | |
| Automatic and manual rebalancing of ticket workload | • | • | • |
| Time logging | • | • | • |
| Live Chat | |||
| Auto-translation in over 35 languages | • | • | • |
| Handle chats inline or as a popup | • | • | • |
| Audible and visual alerts | • | • | • |
| Chat idle time warning levels | • | • | • |
|
Transfer chats (to agents, departments, and groups) |
• | • | • |
| Cross-associate tickets, live chats, calls, and tasks | • | • | • |
| Automatically suggests related knowledge base articles | • | • | • |
| View/search chat history | • | • | • |
| Automated responses | • | • | • |
| Live chat surveys | • | • | |
| Live chat forms | • | • | |
| Advanced chat searching | • | • | • |
| Define custom fields for chats | • | • | • |
|
Force complete custom fields (agents only) |
• | • | • |
| Available/Unavailable settings when going AFK | • | • | • |
| Google Maps and Bing Maps integration | • | • | • |
| Manage chat queues | • | • | • |
| Multiple chat session support | • | • | • |
| Co-chat with other agents | • | • | • |
|
Administrator participation without transfer (coaching) |
• | • | • |
| Automatic agent failover | • | • | • |
|
Support for alternate agent avatars and identities (aliases) |
• | • | • |
|
Intelligent routing (via cherry-picking or round-robin) |
• | • | • |
| Custom chat distribution options | • | • | • |
| Live chats assigned by agent's brand and/or language | • | • | |
| Time logging | • | • | • |
| Calls | |||
| Track incoming and outgoing phone calls | • | • | • |
| Automatically suggests related knowledge base articles | • | • | • |
| Cross-associate tickets, live chats, calls and tasks | • | • | • |
| Integration with most VoIP systems | • | • | • |
| Click-to-call functionality | • | • | • |
| SIP-compliant softphone | Add-on | Add-on | |
| Tasks | |||
| Time logging | • | • | • |
| Assign tasks to agents | • | • | • |
|
Assign a status to a task (approved, in progress, etc.) |
• | • | • |
| Create recurring tasks | • | • | • |
| Visual alerts for overdue tasks | • | • | • |
| Cross-associate tickets, live chats, calls, and tasks | • | • | • |
| Managers can view and track tasks for their departments | • | • | • |
| Who's On | |||
| Live monitoring of users on website | • | • | • |
| Advanced visitor and session display in preview pane | • | • | • |
| Integrated with live chat for pushing and inviting of live chats | • | • | • |
| Filtering of users on website | • | • | • |
| World geographic density map | • | • | • |
| Who's On surveys | • | • | |
| Integrated with events system for automated actions | • | • | • |
| Knowledge Base | |||
|
Embed document links in KB articles and news items (attachments) |
• | • | • |
| Embed flash files (.swf) in KB articles and news items | • | • | • |
| Embed media files in KB articles and news items | • | • | • |
| Organize KB articles and news items by brand | • | • | |
| Edit multiple KB articles concurrently | • | • | • |
| HTML tag stripping tool | • | • | • |
| Set stale dates for KB articles | • | • | • |
| Mark KB articles for review | • | • | • |
| View statistics for a KB article | • | • | • |
| View unsuccessful KB search queries | • | • | • |
| KB article comments | • | • | • |
| Check articles for broken links | • | • | • |
| Quick comment moderation | • | • | • |
| Assign articles to agents for creation | • | • | • |
| Events And Notifications | |||
| Event-driven architecture | • | • | • |
| Notification profiles | • | • | • |
| Combine multiple actions into a single, manual event | • | • | • |
|
Assign actions to events (.e.g. transfers, escalations, notifications) |
• | • | • |
| Service Level Agreements (SLA) compatible | • | • | • |
| Automatically launch surveys from events | • | • | |
| Assign actions to monitored survey results | • | • | |
| Compatible with SmarterNotify real-time notifications | • | • | • |
| Reporting | |||
| Over 30 summary reports | • | • | • |
| Over 30 trend reports | • | • | • |
| Cost analysis reports | • | • | |
| Multiple event reports | • | • | |
| Survey reports by agent, department, or group | • | • | |
| Custom field reports | • | • | |
| Define custom reports | • | • | |
| Dual-axis charting | • | • | • |
| Administration | |||
| Agent roles system | • | • | • |
| Define company structure | • | • | • |
| Multiple brand support | • | • | |
| Active Directory authentication | • | • | • |
| Hidden departments | • | • | • |
| Agent avatars to personalize customer communication | • | • | • |
| Assign departments to a specific language | • | • | • |
| Assign departments and agents to specific brands | • | • | |
| Real-time monitoring of tickets | • | • | • |
| Real-time monitoring of live chats | • | • | • |
| Supervisor monitoring | • | • | • |
| Quality control | • | • | • |
| Master categories for improved organization | • | • | • |
| Monitor live chats | • | • | |
| Monitor and review individual surveys | • | • | |
| Optimized database for large volumes | • | • | • |
| Minimum password requirements and enforcement | • | • | • |
| Extensibility | |||
| External providers with custom fields | • | • | |
| Define custom fields for live chats and tickets | • | • | • |
| Link to third-party databases via external providers | • | • | |
| Authenticate customer and agent logins via third-party sources | • | • | |
| Web services allow for integration into other applications | • | • | • |
| Web Interface | |||
| Custom CSS for customization of the customer portal and management interface | • | • | • |
| Optimized controls provide desktop application performance | • | • | • |
| Responsive design that works on both mobile and desktop browsers | • | • | • |
| Multi-language compatible | • | • | • |
| AJAX spell-check | • | • | • |
| Rich text editing | • | • | • |
|
Compatible with most tablets (iPad, Nexus 7, etc.) |
• | • | • |
| Installation | |||
|
Hosted service option (SaaS) |
• | ||
| Failover functionality2 | • | ||
| VPS server installation option | • | • | • |
| Shared server installation option | • | • | • |
| IIS 7.0+ supported | • | • | • |
| Compatible with shared hosting environments | • | • | • |
| Supports SQL Server 2008 R2 and higher | • | • | • |
| Supports SQL Server Express Edition | • | • | • |
| Implementation in Microsoft .NET 4.0 | • | • | • |
| Features | Free | Pro | Enterprise |
|---|---|---|---|
| Tickets | |||
| Submit tickets through the portal | • | • | • |
| Submit tickets through email | • | • | • |
| Automatically suggests related KB articles during ticket submission | • | • | • |
|
Insert attachments (configurable) |
• | • | • |
|
Capture visitor data (custom fields) |
• | • | • |
| Live Chat | |||
| Auto-translation in over 35 languages | • | • | • |
| Enabled chat links into website | • | • | • |
| Online/offline indication | • | • | • |
| Send files via live chat | • | • | • |
| Agent typing indicator | • | • | • |
|
Capture visitor data (custom fields) |
• | • | • |
|
Email and print live chat transcripts (customer side) |
• | • | • |
| Customizable chat icons | • | • | • |
| Detect and recover from lost connection | • | • | • |
| Knowledge Base | |||
|
KB article translation (link to manual translations or auto-translate with the built-in translation tool) |
• | • | • |
| SEO-friendly article representation | • | • | • |
| Organized by category | • | • | • |
|
Searchable (full natural search support) |
• | • | • |
| Private KB articles | • | • | • |
|
Social networking (e.g. Facebook, Twitter, etc.) |
• | • | • |
| Security | |||
| Define role permissions for agents and end-users | • | • | • |
|
Extended pre-defined roles (e.g. everyone, agent, registered user) |
• | • | • |
|
CAPTCHA support for ticket/thread submission and user registration (optional) |
• | • | • |
| Anonymous/registered/authenticated user methods | • | • | • |
| News | |||
| Multi-lingual support for all news items | • | • | • |
| SEO-friendly | • | • | • |
| RSS feeds | • | • | • |
|
Social networking (e.g. Facebook, Twitter, etc.) |
• | • | • |
| Web Interface | |||
| Tabbed interface for improved organization | • | • | • |
| Multi-lingual support for all interface text | • | • | • |
| Customizable company logo | • | • | • |
| Google Analytics integration | • | • | • |
| Compatible with most popular Web browsers | • | • | • |
|
Compatible with most mobile devices and tablets (iPad, iPhone, Android, etc.) |
• | • | • |
1SmarterTrack Free Edition contains much of the same functionality as SmarterTrack Enterprise Edition, but is limited to a single agent. This is to give you an opportunity to try all of the features out before making a decision on what product to purchase.
2Requires activation of the SmarterTrack Enterprise with Failover Functionality license.
For further assistance choosing the right edition, please contact the sales department by emailing sales@smartertools.com. During business hours you can also start a live chat or call us at +1 877-357-6278.