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Please only enter the build number. For instance, if you are using version 12.2.5266, just enter "5266". This information can be found in your About page in the product.
10.1.5277 (Jun 12, 2014)
Added: Creating a ticket from a Community post now pops up the ticket in a new window.
Added: Ticket creation events may now use the #body# variable to insert the body of a ticket.
Fixed: An issue with calculating Live Chat timing reports has been corrected.
Fixed: An issue with calculating ticket timings according to business hours has been fixed.
Fixed: Attaching a file with a comma in the file name will no longer fail to upload.
Fixed: Cases where POP importing could fail for mailboxes with a large number of emails.
Fixed: Cases where SMTP would stop working if a message was deleted from the outgoing spool.
Fixed: Cases where the Transfer Ticket window would error if Ticket Settings were set for multiple servers and only one was in use.
Fixed: Community subscription emails will now correctly quote the subject of the Community post in the email.
Fixed: Creating a ticket from a Community post now correctly adds that message to the ticket's message count.
Fixed: Forwarding or quoting a message included the message twice.
Fixed: New tickets created as incoming will now show the signature in the editor.
Fixed: Social Network links will no longer include 'www.smartertools.com' in the query string to the network provider.
Fixed: Spell check now functions properly in Internet Explorer 8.
Fixed: The custom field 'Dropdown with a text box' now includes the dropdown portion. Was previously only including the text box.
Fixed: The email address for administrator notifications may no longer be set to a department's email address.
Fixed: The formatting for the From address on Community subscription email has been corrected.
Fixed: The Live Chat tab on the Portal will no longer show if none of the brand's departments have Live Chat enabled.
Fixed: The Live Chat tab will no longer appear on the Portal if Live Chat has been disabled.
Fixed: The Master Category Tag list will now immediately show new tags that have been added for items that use them.
Efficiency: The surveys page now loads results faster, especially for installs with a large amount of surveys.
10.1.5241 (May 8, 2014)
Added: The department name for a ticket will now be displayed in the heading when viewing a ticket in the Portal.
Fixed: A rare issue where malformed HTML in an incoming ticket message would cause the action buttons on the page to no longer function.
Fixed: A rare issue where malformed HTML in an incoming ticket would cause the Portal's ticket page to lose formatting.
Fixed: An issue where a customer could end a chat after it was already ended and cause the duration to be reported incorrectly.
Fixed: Inactive chats were not loading agent names in the transcript if the chat was transferred to another agent.
Fixed: The News section link on the Portal would be hidden if none of the articles were set to 'All Brands.'
Fixed: The quick search bar for tickets in the Management Interface could fail to perform the search.
Efficiency: Loading time for the ticket page in the Portal has been significantly reduced.
10.1.5227 (Apr 24, 2014)
Added: A page informing the user that Live Chat is closed on the final step of starting a live chat if they started the process when it was available but clicked the final submit when chat was unavailable.
Added: Agents may now forward a message from tickets of which they do not have ownership.
Removed: The option to push a page to a user through Who's On (URLs that agents type will be automatically clickable for end users).
Fixed: A missing language string on the ticket settings page.
Fixed: An issue that could prevent a Community thread from loading.
Fixed: An issue that could prevent accounts from loading in the Communicator.
Fixed: Call logs would refuse to save when custom field values are missing even though they should not have been required.
Fixed: Choosing not to display the login form in the portal will no longer hide the register button.
Fixed: Creating a followup no longer requires the agent to have permission to transfer the ticket.
Fixed: File attachments submitted with tickets through email will now adhere to the allowed extensions setting for tickets.
Fixed: In the send email action for events, a department's email may once again be set as the from address.
Fixed: Inserting Canned Replies into chats would cause extra spaces to appear.
Fixed: Live chat links showing available for all brands when only one brand is available.
Fixed: Live chat system will no longer assign chats to unavailable agents in rare cases.
Fixed: Mobile interface was not correctly validating users when logging in with an external provider.
Fixed: Signatures would not get generate when the group is preselected.
Fixed: Surveys using yes/no questions will no longer break when used in non-English languages.
Fixed: The department selection list for Live Chat could get stuck on a department in certain situations.
Fixed: Tickets are no longer able to be pinned to the queue.
Fixed: Time log overview report now adheres to the dates set in the report.
Fixed: Transcripts contained '@@Spacer'
Fixed: User that did not have permission to view a Community Thread could view it if they navigated to the page through an outside link.
Fixed: Users without permission to view Community Threads could still search for them in the Portal.
Fixed: When using 'Reply with Copy' it could have tried to add attachments from other messages.
Efficiency: Ticket searches by email are now performed significantly faster.
10.0.5192 (Mar 20, 2014)
Added: Two new key-value pairs for the setUserProperties web service call, authenticationtype and avatarsource.
Added: User's OS and Browser information has been added to the agent's live chat header for chats less than 24 hours old.
Changed: If a user attempts to initiate a live chat when live chats are set to agent-only it now redirects them to the offline link if set or to the ticket page if they have permission to submit a ticket. Previously it redirected to the Portal's homepage.
Changed: The date picker now defaults to Monday instead of Sunday for English speaking locales.
Changed: The Management Interface button at the bottom of the Portal will be hidden if login is enabled.
Changed: Users may now register with a username containing the @ symbol and dashes, allowing them to use their email address as their username.
Fixed: A rare exception that could happen during the auto-logout process.
Fixed: Added a message that informs a user if they lack permission to post feedback on a knowledge base article.
Fixed: An issue preventing agents from sending attachments through live chat.
Fixed: An issue that could prevent the list of threads from showing in the Community if a user who created one of the threads had been deleted.
Fixed: An issue with the Visible Fields popup that could cause it to not function correctly for some agents.
Fixed: Choosing 'Blank' for offline live chat links will no longer render a blank space; it will now be entirely hidden.
Fixed: createTicketWithDate Web service call will now include line breaks for plain text.
Fixed: Custom colors will no longer cause white text on a light background in the widget menus.
Fixed: Google Analytics tracking code is now properly embedded in the Portal.
Fixed: Items that are stale for a large number of days will no longer cause an exception in the Stale Check thread.
Fixed: Knowledge Base articles that are linked as the translation of another article will no longer fail to load in the Portal.
Fixed: Live chat map wasn't showing the pin for a user's location.
Fixed: Manual Ticket Events for Send Canned Reply now correctly formats the Canned Reply and will no longer cause two signatures to be written.
Fixed: Quoting a message will no longer initiate using the sender's email instead of the agent's.
Fixed: Registration on the Portal and new user creation in the Management Interface will both now check for password strength rules.
Fixed: Some users were being denied the ability to leave Feedback on Knowledge Base articles when they had permission to do so.
Fixed: The date picker now allows today's date to be picked as the end date when creating a task.
Fixed: The outgoing spool now includes the department name, if applicable.
Fixed: Using the brand dropdown to change brands will no longer cause an error for sites hosted under a virtual directory.
10.0.5182 (Mar 10, 2014)
Added: Management Interface button added to the bottom of the portal home page.
Added: The ability to forward an incoming ticket message to another email address.
Fixed: An error that could occur when editing a community post that prevents any further action on the page has been resolved.
Fixed: Attachments that were uploaded while composing a ticket will no longer show as expired before the message can be sent.
Fixed: Certain permission combinations would cause suggested Knowledge Base articles to not show for tickets and auto-responders.
Fixed: Custom fields will no longer be required to be filled out when deleting a ticket.
Fixed: Databases set to be case sensitive will no longer experience an error when loading the Knowledge Base section of the Management Interface.
Fixed: Editing the main post on a Community thread will no longer reset the last post date to the thread's creation date.
Fixed: Event log entries now get written to an events.log file instead of errors.log.
Fixed: In the user's settings section of the Portal, users may no longer change their email address to an email address that is already being used.
Fixed: Initial creation of sitemap will no longer fail.
Fixed: Removing the 'Registered user with verified email address' role from a user now takes effect properly.
Fixed: Sites set up under virtual directories were experiencing errors with several elements of the Portal.
Fixed: Some configurations of IIS were preventing navigation from working correctly in the Portal.
Fixed: Submitting some types of messages through the chat interface will no longer cause an error.
Fixed: The advanced search for Chat went missing; It has been found and is now back where it should be.
Fixed: The custom fields and history tabs in the Management Interface will no longer fail to load.
Fixed: The main search bar on the Portal will no longer be shown if both the Knowledge Base and Community features are disabled.
Fixed: The survey drop down will no longer break if multiple surveys have the same name.
Fixed: Users will no longer see duplicates of their tickets in the Tickets section of the Portal.
Fixed: When a user is redirected to change password when logging in due to a weak password, a notification will appear.
10.0.5172 (Feb 27, 2014)
Added: A 'Hidden' tag will be added to posts or comments that are hidden from users while awaiting moderation.
Added: A Portal setting to disable social network links in the Portal.
Added: Descriptive CSS class names have been added to several elements of the portal to allow for more modifications with Custom CSS.
Added: The label indicating that a thread, post, or comment needs moderation now includes dropdown options for approve and delete.
Fixed: A rare issue that could cause the POP import thread to get stuck on one mailbox when an email it was processing was deleted.
Fixed: Agents are no longer able to load the survey page intended for customers.
Fixed: Agents without the administrator role may now open their alert pages.
Fixed: An issue that would allow users to post anonymously if they had logged out on one open tab and posted on another.
Fixed: An issue where if a ticket contained malformed HTML it would cause other tabs on the ticket window to not load correctly.
Fixed: An issue where random translations could appear in chats if the user did not choose a translation option.
Fixed: An issue with redirecting URLs when hosted under a virtual directory.
Fixed: An issue with translations on the Community tabs.
Fixed: Articles with broken links should only have a single alert for the article.
Fixed: Custom links in a MySQL environment were not saving correctly.
Fixed: Custom links on the Portal homepage were showing translation strings instead of the actual translations.
Fixed: Deleting a KB article with broken links did not remove the alert for it.
Fixed: Disabling the 'Avatar is approved for public display' option would not save in some scenarios.
Fixed: Forwarding a response inside of a ticket will now include any available attachments linked to that response.
Fixed: Plain text emails were ignoring line breaks.
Fixed: Replies that are hidden due to needing moderation were still being added to the reply count.
Fixed: Statistics will now load correctly in the user details log.
Fixed: Styling was incorrect for the forgot password page.
Fixed: Submitting surveys in MySQL no longer cause an error page to show.
Fixed: The 'Approve all' button in Avatar approval now works correctly even if the deny button was selected first.
Fixed: The change password page will no longer require you to enter your old password if you navigate there via the reset password email link.
Fixed: The forgot password link in the management interface was not working in some scenarios.
Fixed: The grid was not refreshing automatically after a draft was auto-saved.
Fixed: The location of the chat link icon was off when viewed in a right-to-left language format.
Fixed: The 'Post Reply' button could cease to function after a user edited a comment.
Fixed: Users without permission to moderate the Community will no longer see moderation alerts.
Fixed: Verified users will now see all of their tickets in the Portal, even those created before the user account.
Fixed: When replying to a ticket the editor was not being focused as it should.
Fixed: When using Internet Explorer the ticket window could steal focus if left open.
10.0.5157 (Feb 13, 2014)
IMPORTANT: Due to the new portal design, colors will revert to defaults and must be reset and any additional customizations may need to be re-configured.
IMPORTANT: External scripts to embed Live Chat Links and Who's On have changed and will require re-generation for inclusion on any sites using those links.
IMPORTANT: Management Interface button on portal has been moved into the user dropdown at the top right of the portal, and will only show for logged in agents.
Added: A column for average survey rating has been added to the ticket and chat grids.
Added: A completely redesigned portal interface, with a fluid layout that is optimized for mobile devices.
Added: A 'Download All' button has been added to the attachments tab allowing the agent to download all attachments at once as a zip file.
Added: A field for 'Survey Link Text' has been added to surveys so that users can customize the text that appears when adding a survey link signatures.
Added: A new SMTP event for 'Final Delivery Failed' has been added that will trigger when an email is moved from the spool into the failed folder after retrying several times over a 24 hour period.
Added: A role setting has been added to determine whether or not a user may view the results of a survey in summary, detail, or at all.
Added: A Surveys tab has been added to tickets that will display the surveys taken for that ticket.
Added: A variable has been added to signatures allowing surveys to be linked in the signature.
Added: A Web service, AddRelatedItem, has been added to svcTickets that will add a related ticket, chat, or call log to an existing ticket.
Added: A Web service, GetAvailableChatAgentsForGroup, has been added to svcOrganization that will return the agents that are active for chats, excluding those that are AFK.
Added: Administrators may now view Chat Rooms from the Live Chat tab even if they are not an agent.
Added: Avatars appear on the density map for Who's On users that are logged into SmarterTrack.
Added: Chat auto hand-offs now let the agent know why hand-off occurred.
Added: Extensible Schema tags added to portal content, allowing for better search indexing and SEO. (See http://schema.org/)
Added: External RSS Feed preview items can now be embedded in the portal.
Added: External RSS Feeds can now be restricted by brand.
Added: More friendly error pages appear in the case where 404 or 500 errors occur.
Added: New Community area of Portal.
Added: Portal Settings now has an option for "Enable live chat from portal" which shows/hides the live chat tab.
Added: Social networks updated with Google+, LinkedIn, Tumblr and others.
Added: Surveys tab has been added to tickets, live chats, and the user popup.
Added: The average survey rating for a Ticket, Chat, and KB article has been added to their headers.
Added: The average survey rating received by an employee or given by a user will now be displayed in the user details header.
Added: Ticket messages can now be forwarded with attachments using the gear menu dropdown.
Added: When deleting KB articles, forwarding can now be set up so that people or search engines that go to the old link can be redirected to other articles.
Changed: "Enable Feedback Moderation" is now "New comments start out moderated."
Changed: Allow custom link order to be set using move up / move down links or buttons (follow other reordering areas).
Changed: Broken Link Scanner skips over links that contain :// but don't start with http or https.
Changed: Buttons that allow the user to request items by email will be hidden if the Brand does not have SMTP settings filled out.
Changed: Call logs now show HTML in preview pane.
Changed: Department's will now use their Brand's SMTP settings if their SMTP settings are left blank.
Changed: Easier live chat link embedding system.
Changed: If a ticket fails to send the spool will automatically retry to send it on. After repeated failed attempts over a 24 hour span, the ticket will be re-opened with a comment added explaining that the last message failed to send.
Changed: If an agent is typing, auto hand-off timeouts will reset.
Changed: In portal, Knowledge Base "User comments" have been renamed to "Feedback."
Changed: Knowledge Base Comment moderation is now performed in the portal.
Changed: Knowledge Base Feedback has been changed to work more like Community Threads, granting new functionality like reporting abusive posts, etc. It has been renamed "comments" for consistency.
Changed: Knowledge Base Settings page cleaned up.
Changed: Map providers simplified and updated to use new map formats.
Changed: Most External RSS feed options were removed for simplification and replaced with better defaults.
Changed: News item summaries now always show a snippet of the body.
Changed: Printing a ticket will now include all replies even if they are hidden in the ticket preview window.
Changed: Related URLs are no longer necessary in Who's On because brand is now determined by where you call the script.
Changed: Search indexing now includes small words in subjects of items.
Changed: SEO friendly URL generation now handles some characters better.
Changed: Signatures can no longer be altered in the editor to better enforce signature policies set by the administrator.
Changed: Sitemap features are now automatic through robots.txt, so pages in the interface related to them have been removed.
Changed: Social network options have been replaced with a single "Enable Social Sharing" option for the portal.
Changed: Some language strings were changed for consistency.
Changed: Sticky user comments are now optionally shown in the chat transcript area.
Changed: The HTML editor has been replaced with a new more efficient, more accurate, and better looking editor. Additionally, some plain text boxes have been replaced with full HTML editors where appropriate.
Changed: The success message now stays on the screen for a longer duration.
Changed: Translation drop down in pre-chat is now friendlier.
Removed: A setting in Who's On to display the name of the agent inviting the customer to chat.
Removed: Automatic translation services in the portal have been removed in favor of customers simply using any available browser plugins for language translation.
Removed: Brand override to enable Who's On at the portal level.
Removed: Broadcast messages from Who's On.
Removed: ChatParticipant table deleted from back end, as it is all stored in memory now.
Removed: Display Live Chat Link setting removed from Portal Settings in favor of Live Chat Settings -> Live Chat Requires.
Removed: KB Ratings.
Removed: Some unused settings in Who's On.
Removed: Unused Knowledge Base settings related to auto-translation.
Fixed: Agents can now see draft KB Articles in the portal.
Fixed: Broken link scanner now can detect relative links for knowledge base and news items.
Fixed: Broken Link Scanner will no longer identify links beginning with a hash mark (#) as broken.
Fixed: Buttons that are partially covered by an error or success message may now be clicked.
Fixed: Changing event action types will no longer cause the email field to lose information.
Fixed: Custom Reports will now sort by the correct sort order.
Fixed: Custom text that appears at the end of a chat will now show on the transcript page if the chat automatically redirects there.
Fixed: Deleted departments are no longer included when checking to see if an email is a department email.
Fixed: Events pages are now sorted correctly.
Fixed: For reports, the quick date dropdown value for 'Today' will now correctly enter the current date.
Fixed: If the brand does not have SMTP settings then messages informing the user an email was sent to them have been hidden.
Fixed: In the reports section, News Items Modified was incorrectly listed as News Items Created.
Fixed: Including more than one live chat link on a page will no longer cause the statuses to update irregularly.
Fixed: Live Chat and Who's On links will no longer stall if SmarterTrack is not available, since deferred scripts are always generated.
Fixed: Live chat links will no longer use the incorrect URLs when a brand uses multiple host headers.
Fixed: Pasting and drag/drop of images now works in the HTML editor in Tickets and Call Logs for browsers that support it.
Fixed: Registering with a reserved email address will now post a message informing the user that the email address is reserved.
Fixed: Roles are now displayed correctly in the user drop down in the Management Interface.
Fixed: Scheduling a custom report to be emailed now properly requires the 'To' field to be filled out.
Fixed: Scripts will now embed properly in IIS 6.
Fixed: Sitemaps now properly split when there are more than 50000 items.
Fixed: Success and error bars will now reshow themselves if the same input is resubmitted.
Fixed: Surveys after live chat will now appear properly if ended by the user.
Fixed: The datetime parser for scheduled email reports did not work correctly for languages that do not use the Gregorian calendar.
Fixed: The management interface will now enforce password rules when a user changes their password on their My Settings page.
Fixed: The menu option to open an attachment that is unavailable has been removed.
Fixed: Various issues with IE11 compatibility.
Fixed: Video embedding in the editor now works properly with YouTube.
Efficiency: A cleaner has been added to remove unused survey invites from the system.
Efficiency: Greatly improved performance on ticket grids when the Duration column is visible.
Efficiency: Greatly increased the speed for the initial display of chat contents in chat window.
Efficiency: Live chat now accesses the database much less frequently, allowing for higher numbers of concurrent chat sessions with greatly reduced CPU requirements.
Efficiency: Optimized usage of Large Object Heap to reduce memory footprint.
Efficiency: Portal optimized for greater throughput and user volume.
Efficiency: Processing of HTML emails is now much faster.
Efficiency: Several optimizations to code structure allowing for faster startup and reduced resource usage.
Efficiency: Significant memory reduction in most installations.
Efficiency: Sitemaps are now generated and cached at most once per hour.
Efficiency: User agent information will no longer use up a lot of memory and will not slow down start up times.
Efficiency: Who's On will no longer store data in the database, resulting in much more efficient use of CPU and memory.