SmarterTrack Release Notes

Issue Tracking and Online Help Desk

Important Notes

There are several important release notes to be aware of before upgrading to this version.

  • IMPORTANT: SmarterTrack 11 now requires Microsoft .NET 4.5. Some changes to custom web.config files may be required. (11.0.5598)
  • IMPORTANT: Build 11.5.6450 resolves an XSS vulnerability. It is recommended to update to this version or higher. (11.5.6450)
  • IMPORTANT: Build 11.5.6480 resolves a security vulnerability. It is recommended to update to this version or higher. (Thanks to Mehdi Security for the heads up.) (11.5.6480)

11.5.6480 (Sep 28, 2017)

  • IMPORTANT: Build 11.5.6480 resolves a security vulnerability. It is recommended to update to this version or higher. (Thanks to Mehdi Security for the heads up.)
  • Fixed: Append to Ticket Attachment API call correctly appends to the attachment selected.
  • Fixed: Portal Ticket search losing search string when going to any page of results after the first page.

11.5.6450 (Aug 29, 2017)

  • IMPORTANT: Build 11.5.6450 resolves an XSS vulnerability. It is recommended to update to this version or higher.
  • Efficiency: Various performance improvements for larger installations.
  • Fixed: If a brand is given multiple host headers, SmarterTrack will now save them correctly.
  • Fixed: Multiple Canned replies can now be properly set to draft at one time.
  • Fixed: Resolved an issue where the default value of some Custom Fields could be overridden unintentionally.
  • Fixed: Using the API to close tickets will now properly send surveys.

11.5.6347 (May 18, 2017)

  • Fixed: Resolved an issue where the department tree was showing groups that should not have.
  • Fixed: Resolved an issue with email address parsing.

11.5.6339 (May 11, 2017)

  • Efficiency: Efficiency improvements for companies with large number of groups, departments, or brands.
  • Efficiency: Improvements to the way items are cached.
  • Fixed: Customer info will be displayed properly in Ticket Time Log reports going forward.
  • Fixed: Events for 'Live Chat Count for Agent' and 'Live Chat Count for Department' now fire as expected.
  • Fixed: In some cases, if a ticket reply fails to send, they were not retrying properly.
  • Fixed: Issue where web.config is providing incorrect URL for documentation.
  • Fixed: Live chat website integration tab now auto-selects "Support HTTPS" if the global "Force HTTPS" option is enabled.
  • Fixed: On a new installation, buttons in setup wizard are now styled correctly.
  • Fixed: Profile notifications will no longer have empty "to" field for emails.
  • Fixed: Resolved a case when a NullReferenceException could occur when setting up new DB install.
  • Fixed: SMTP will no longer clear password on SMTP settings for an existing account if the user fails to re-enter it.
  • Fixed: The numbers generated in the department and group dashboards now show the correct numbers.
  • Fixed: The numbers generated in the user dashboard are now displaying correctly.
  • Fixed: When employee chat rooms or instant messaging are disabled, they will no longer display in the live chat tree.

11.5.6290 (Mar 23, 2017)

  • Changed: Modified the rules for email detection to allow ticket importing from email addresses that contain certain special characters.
  • Efficiency: Increased optimization for brand caching.
  • Fixed: Agents who do not have role permissions to create knowledge base articles in specific folders can no longer assign articles to those folders.
  • Fixed: Issue that prevented some old deleted tickets from being purged from the database.
  • Fixed: Issue that would show deleted users with open tickets, even though there were no open tickets during the timeframe selected.
  • Fixed: When using the Portal option, Email All My Tickets, the links that are included in the email now navigate to the Portal's Tickets section as expected.

11.5.5932 (Mar 29, 2016)

  • Added: New error messages when creating an Email Report for clarity.
  • Efficiency: Changed the way in which Instant Messages are loaded in the management interface.
  • Efficiency: News Items are now cached for a period of time on the Portal.
  • Efficiency: Who's On Activity is now cached for a period of time.
  • Fixed: Grid headers now translate correctly based on the language selected at the time of login.
  • Fixed: SMTP information no longer attempts to load if SMTP has not been configured.
  • Fixed: Transferring a chat now updates the management interface correctly.

11.4.5906 (Mar 3, 2016)

  • Added: Deleting a brand now asks how to handle RSS feeds associated to the brand being deleted.
  • Changed: Knowledge base article breadcrumbs are now clickable.
  • Changed: Knowledge base folders are now clickable within the Portal, displaying all articles within that folder.
  • Changed: Removing a custom field from a ticket template no longer removes the historical custom field data from tickets.
  • Fixed: A case where email-embedded types were not always imported.
  • Fixed: Adding a custom field to a template no longer requires a reset of IIS.
  • Fixed: An issue where deleting a custom role caused an error.
  • Fixed: An issue where modifying surveys would include incorrect questions.
  • Fixed: An issue where registered users were not being properly linked to their corresponding tickets.
  • Fixed: Ascending and descending sort order now works as expected in custom reports.
  • Fixed: Grids in Live Chat settings now update as expected.
  • Fixed: Images in Canned Replies will now show correctly outside of SmarterTrack.
  • Fixed: Images that are added in-line while editing a message now properly save when using SmarterTrack in a virtual application pool.
  • Fixed: The setup wizard now properly creates the default SMTP account on setup.
  • Fixed: When using a direct URL to a ticket, you're no longer prompted to login if you have already done so.

11.4.5864 (Jan 21, 2016)

  • Fixed: A case where incorrect attachments would show on a ticket.
  • Fixed: A scenario where during the upgrade process, if default chat settings were used, live chats were set to 'nobody'.
  • Fixed: An issue where deleting a department would cause an error due to call log transfer settings.
  • Fixed: An issue where display names that contain { or } would not allow the management interface to load properly when viewing tickets by agent.
  • Fixed: Auto-Responder blacklist now works as expected.
  • Fixed: Custom Links for a specific ticket now work as expected.
  • Fixed: Deleting a Community category now works as expected.
  • Fixed: Knowledge Base articles and News Items now check to see if embedded images are present, before determining if no content is available.
  • Fixed: Portal and Community now check to see if an external login URL is used prior to displaying the Login Modal.
  • Fixed: Queue times now include the full amount of time the chat was in the queue for the life of the chat.
  • Fixed: Report date ranges for 'Last Year' now works as expected.
  • Fixed: Sorting within the Who'sOn Section now works as expected.
  • Fixed: The portal and Community no longer redirect to a blank URL if an external login URL was enabled but no custom url was given. The login Modal will show instead.
  • Fixed: The status of deleted tickets that have not been purged from the database will now have a status of "Closed and Locked".
  • Fixed: User's with XSS symbols in their name can now be edited properly.
  • Fixed: When scanning for broken links, links contained in 'pre' tags are now ignored when prettyprint is used.
  • Fixed: When using MySQL, Email Importing strips 4 byte characters from the email body.

11.4.5822 (Dec 10, 2015)

  • Added: Communicator now supports attended transfers for phone calls.
  • Added: Database Type now shows in Self Diagnostic page.
  • Added: Phone numbers can now be pasted into the Communicator dialer with all special characters ignored, except *, +, and #.
  • Added: Resending a message now adds to the tickets history and adds a comment.
  • Added: SMTP, POP, and Ticket Importing logs are now accessible to Hosted SmarterTrack administrators.
  • Added: the ability to keep, reassign, or remove a call log when deleting a user.
  • Fixed: A case where tickets were being duplicated in user details.
  • Fixed: A scenario where adding fields to a ticket template would not work properly.
  • Fixed: Forwarding Draft Messages is now no longer possible.
  • Fixed: Reassigned tasks would reassign the tasks of the user currently logged into the interface, not the user being deleted.
  • Fixed: Replies were not including previous messages.
  • Fixed: User Details page would fail to load when trying to retrieve data for a user that doesn't exist.
  • Fixed: Who's On map would not pin the location of a visitor correctly if only the Country locations was provided with no regional data.

11.3.5801 (Nov 19, 2015)

  • Added: Ticket import logging to better trace the process from importing a ticket via POP to the creation of the ticket.
  • Fixed: Broken link checker incorrectly detected links as broken if they contained the at(@) symbol.
  • Fixed: If a user is created with an apostrophe in their name then they can't log in.
  • Fixed: Links in live chat that did not start with http:// were not opening to the right page.
  • Fixed: Microsoft Exchange Auto Responses are registered as bounces.
  • Fixed: Round-robin distribution of Tickets imported by POP was not alternating correctly between agents, resulting in one agent having more tickets than others.
  • Fixed: Some of the chat messages that show during and after chat do not translate properly.
  • Fixed: Tab delimited exporting of reports does not separate headers with tabs.

11.3.5766 (Oct 15, 2015)

  • Fixed: Department selection for Live Chat did not limit the Departments that could be selected according to the setting for the Live Chat Link.
  • Fixed: Quick Search results were not being shown.
  • Fixed: Sub-menu items could not be activated on some mobile browsers.

11.3.5752 (Oct 1, 2015)

  • Added: Auto-complete for the Email Address field when creating Call Logs.
  • Added: Brand level setting to add custom content to the Portal's footer.
  • Added: Knowledge Base Article API Calls now returns Score and ScoreVotes.
  • Added: Merge tickets popup now shows what agent is assigned to each ticket.
  • Changed: Advanced search results can now be sorted.
  • Changed: Terms used in Advanced Search now use AND logic instead of OR logic meaning all terms searched must be found for the result to be returned.
  • Fixed: Adding a Call Log for a user who has a cell number, but not a home phone number, does not populate the phone field.
  • Fixed: Adding code snippets with editor does not reflect properly on the email that is generated.
  • Fixed: Documentation for API Call SetTicketProperties has been corrected.
  • Fixed: Editing a Task would show the due date as tomorrow's date instead of the actual due date.
  • Fixed: Emails with apostrophes will no longer be parsed or changed.
  • Fixed: Invite To Chat text can overflow the bounds of the window if the message is too long.
  • Fixed: Live Chats were not being disabled during set Holidays.
  • Fixed: Names for External Feeds that contain apostrophes are not rendered correctly on the Portal.
  • Fixed: On the mobile interface, Live Chat transcripts showed the time started in UTC instead of local time.
  • Fixed: Organizations grid can not be sorted.
  • Fixed: Passing 0 as the CategoryID for the GetArtciles API call now returns all articles correctly.
  • Fixed: Pin Ticket To Agent Action is not triggering for Ticket Created Event.
  • Fixed: Pin Ticket To Agent Action is not triggering when the queue assigns a Ticket.
  • Fixed: Quick search for Organizations now returns correct results.
  • Fixed: Quick Search in Call Logs now returns correct results.
  • Fixed: Ticket Watcher thread would show as starting even though it was running.
  • Fixed: Unbroken strings of characters would run outside the bounds of the conversation window within Tickets.
  • Fixed: When save is clicked multiple times on a comment multiple comments will no longer be added.
  • Fixed: Who's On Filters were not being triggered unless they were assigned to a specific brand.

11.2.5717 (Aug 27, 2015)

  • Added: Helpfulness ratings for Knowledge Base articles are now shown in the preview window within the Management Interface.
  • Changed: Knowledge Base article ratings in the portal now show the exact number of votes received when viewed by an employee.
  • Changed: The Groups page now sorts items by department first and then by group by default.
  • Fixed: After merging tickets, "Messages" count column will now be set properly.
  • Fixed: Attachment uploaders in the portal ticket reply form will now show correctly.
  • Fixed: In Users/Organizations, the Organizations tree item is now selected by default to match what is displayed in the grid by default.
  • Fixed: In Users/Organizations, the Users tree node can now be selected.
  • Fixed: Knowledge Base articles will no longer show articles that had been linked as a translation if they have since been deleted.
  • Fixed: Knowledge Base option for "include articles in automatic searches" now functions properly when unchecked.
  • Fixed: News items will no longer show articles that had been linked as a translation if they have since been deleted.
  • Fixed: The Test button on the POP settings popup now functions properly.

11.2.5703 (Aug 13, 2015)

  • Added: "Email me my tickets" page in the portal will now pre-fill user's email address if they are logged in and the email has been verified.
  • Added: A new event action for tickets to Pin Ticket to Agent.
  • Added: A new event is available for when a new user is registered in the portal.
  • Added: End users can now search their own tickets in the portal.
  • Added: More reply scenarios have been added to the reply detection scanner.
  • Added: Tickets can now be merged together.
  • Added: Users can now vote on whether knowledge base articles are helpful or not.
  • Fixed: A possible null reference exception in live chat links was resolved.
  • Fixed: Agent welcome message in live chat will no longer appear if the chat is pushed to the queue.
  • Fixed: An issue preventing knowledge base comments from being available was resolved.
  • Fixed: Atom feeds will now have dates parsed correctly.
  • Fixed: Automatic chat translation will no longer run if the end user chooses the same language that is set as the department preferred language.
  • Fixed: Automatically created Time Log Reports will now show customer data correctly in the reports.
  • Fixed: Brands will now have proper defaults in new installations.
  • Fixed: Call Log quick custom field popup will now no longer show an error page.
  • Fixed: Community Posts and Comments will now display properly even if the owner is deleted.
  • Fixed: Date picker now puts date in correct format when your language is not English.
  • Fixed: Drop down menus and buttons in management interface will now work correctly when you have an embedded video.
  • Fixed: Escape key now closes the Add Comment popup.
  • Fixed: First email for a ticket will no longer be trimmed of reply content.
  • Fixed: If a user does not have permission to start a chat, the live chat link will no longer show in the portal.
  • Fixed: Live Chat Queue times now shows correct time in grid when chat is still in Queue.
  • Fixed: Name and Email address are now indexed in Call Logs.
  • Fixed: New Call Log window from user preview window now fills out name properly.
  • Fixed: Null reference exception has been fixed in who's on filters.
  • Fixed: Recent Tickets and Recently Transferred were incorrectly indicating that they could be sorted.
  • Fixed: Resolved an issue in upgraded installations where the file attachment upload boxes were not appearing in the portal.
  • Fixed: Submitting an invalid date range in advanced search will no longer break.
  • Fixed: The ability to disable a POP account temporarily has been fixed.
  • Fixed: When an agent creates a ticket for another agent, the outgoing message count in reporting will now properly reflect the action.
  • Fixed: When you delete an attachment from a ticket it now disconnects it from the message.
  • Fixed: When you type in an email address and hit enter for call log advanced search, it will now do the search.
  • Fixed: X-auto-response-suppress header in email messages will no longer prevent the new ticket auto-responder from being sent.

11.1.5668 (Jul 9, 2015)

Key Features
  • Frequently, agents may need to access tickets or other information in departments that they don't belong to in order to respond to customer inquiries. SmarterTrack 11.1 adds the ability for departments to be marked as having their contents visible to all agents. Agents can then find those items and see them in a read-only manner, when searching. Managers are allowed to modify any item found this way, while agents are allowed to add comments only.
Release Notes
  • Added: New Call Log from the user preview window now fills out the phone number.
  • Added: Setting in Email Settings to toggle removal of redundant embedded replies in emails.
  • Added: Tickets button in portal will now automatically redirect user to start a new ticket if "Display option to send ticket list by email in portal", and "Enable login form" options in brand settings are unchecked.
  • Changed: Minor text changes on the portal.
  • Fixed: Brand option "display option to send ticket list by email in portal" now functions properly.
  • Fixed: Comment box now resizes properly after submitting a comment in the community.
  • Fixed: Community Email settings will no longer show in the portal My Settings page if the Community is disabled.
  • Fixed: Searching for employee now works properly.
  • Fixed: Ticket reply window now appears properly on MySQL installations with case sensitive databases.
  • Fixed: Unused community tags will no longer appear in Sitemap file.
  • Fixed: Users with an apostrophe character in their name will no longer see an exception when Who's On is enabled.
  • Fixed: Web service call GetTicketTimeLogs now includes time logs without a category.
  • Fixed: When you add comments or modify a ticket it will now show in recent tickets even if you no longer own it.

11.0.5661 (Jul 2, 2015)

  • Changed: Web API svcOrganization CreateUser and CreateUser2 functions now automatically add the Everyone and Registered User roles.
  • Fixed: Accepted Chats now shows a value on the Outgoing Live Chat Performance Report.
  • Fixed: Auto-lock tickets will no longer force auto-close unless auto-close option is enabled.
  • Fixed: Create ticket from community thread will no longer pop up the ticket window twice.
  • Fixed: Firefox will no longer show two lines for every language in the portal.
  • Fixed: Live chats will now transfer properly when an event is set to transfer it.
  • Fixed: Logout now expires cookies for custom forms authentication domains properly.
  • Fixed: Reply to ticket window will now close properly in IE11.
  • Fixed: Sizing fixed in some popups.
  • Fixed: Use Browser Language in the management interface login now works correctly.

11.0.5640 (Jun 11, 2015)

  • Efficiency: Database query performance improved for installations with many live chats.
  • Efficiency: Significant performance increase on installations that have large amounts of groups and agents.
  • Fixed: Custom fields of type DateTime will now be saved properly when submitting tickets or editing existing ones.
  • Fixed: Email address field will no longer show twice on Submit Ticket page when a user with a verified email address is logged in and the custom template has another email address field.
  • Fixed: Resolved an issue with users being logged out.
  • Security: Additional authentication measures added to chat communication, transcripts and surveys.

11.0.5637 (Jun 8, 2015)

  • Added: Grids now support multi-selection on Apple Mac browsers by holding down the command key.
  • Changed: Broken link scanner now waits longer for a server response before considering a link broken.
  • Changed: Folder names in knowledge base articles are now more visually distinct from the article contents.
  • Changed: When adding a new brand, default business hours will now be filled in.
  • Fixed: A JavaScript error that could cause custom field values to not appear in the quick bar during chat was resolved.
  • Fixed: Custom live chat links that include departments outside of the brand determined by the host header will now show those departments correctly.
  • Fixed: Display name will no longer become double encoded when changed in the management interface.
  • Fixed: Editing a brand without department selection text will no longer throw a null reference exception.
  • Fixed: Login page now defaults to "Use Browser Language."
  • Fixed: Pager when searching in community now functions properly.
  • Fixed: POP and SMTP forms now properly trim leading and ending white space from fields.
  • Fixed: Roles without permission to modify news items will no longer be able to set the status of news items.
  • Fixed: Scroll bars now appear properly in Organization Members grid.
  • Fixed: System.PlatformNotSupportedException will no longer be thrown on page requests on some machines.
  • Fixed: Ticket and Chat pages will now be resized properly after user information external provider returns.

11.0.5624 (May 26, 2015)

  • Added: An option in Security settings for "Allow interface to be embedded in another site (not recommended)".
  • Added: New Action menu option under Tickets for Change Email Address.
  • Fixed: Checkbox settings in Brands > Permissions are now applied correctly.
  • Fixed: Checkbox settings in Brands > Portal Options are now applied correctly.
  • Fixed: Delivery delay notifications will no longer be treated as bounces.
  • Fixed: Department level business hours that inherit from brand settings now function as expected.
  • Fixed: Selecting a specific language when logging in, such as English (United Kingdom), will now apply properly.
  • Fixed: Upgraded installations will now have POP accounts defaulted to allow everyone to start tickets if permissions were not restricted previously.

11.0.5619 (May 21, 2015)

  • Added: Browser detection for Microsoft Edge.
  • Added: Event logging is now optional, and can be controlled through web.config's EnableEventSystemLogging setting.
  • Added: POP3 Log now records server responses.
  • Added: Task Scheduler thread can now be controlled in the Diagnostics settings page.
  • Added: Ticket Created event now has a Body Text condition.
  • Changed: Misconfigured event actions will no longer put large amounts of logs into the Events.log file.
  • Changed: Search indexer now includes words that are 3 characters long.
  • Efficiency: Chat grid is now significantly faster on larger installations.
  • Efficiency: Performance improvement when using external data providers for tickets.
  • Efficiency: Performance increased and queries reduced on community.
  • Efficiency: Reduced queries run for language dropdown in portal, as well as KB and News searching.
  • Efficiency: Reduced queries when checking user permissions.
  • Efficiency: Reduced query cost for ticket comments.
  • Efficiency: Search index updates are significantly faster on Microsoft SQL Server.
  • Fixed: "Last Updated" in chat wait page now operates off of client time instead of server time.
  • Fixed: After a ticket survey, close button will now work properly in Safari.
  • Fixed: An issue preventing Task Scheduler from starting in some cases was resolved.
  • Fixed: Button colors now display correctly in older versions of IE.
  • Fixed: Call Log reports will now show Avg. Session Length properly in MySQL.
  • Fixed: Cost estimate report will no longer show cost as a negative value on MySQL.
  • Fixed: Custom field types that are not available in event actions will no longer cause errant conditions to be added to those events.
  • Fixed: Deleting a KB folder that used to be referenced by a department's auto-responder will now function properly.
  • Fixed: Department can now be properly changed for tickets created from chat.
  • Fixed: Follow-up time for tickets will now properly follow agent's selected time zone.
  • Fixed: If a foreign key already exists, upgrade system will skip creating it.
  • Fixed: Organization buttons 'new' and 'delete' will no longer show if an agent doesn't have permission to see them.
  • Fixed: Organizational custom fields will now be properly hidden in event conditions where they do not apply.
  • Fixed: Replies to tickets from versions before 10.x in which the reply was embedded in the signature block now appear correctly.
  • Fixed: Search definition cache was getting reloaded too frequently.
  • Fixed: Searching the community now filters by categories or thread types, if selected.
  • Fixed: Sorting by Display Name in Chat now functions properly.
  • Fixed: When no one is active for chats and you force invite someone to chat. It will no longer send them to a "sorry we missed you" page.

11.0.5603 (May 5, 2015)

Key Features
  • Google reCAPTCHA is now a supported CAPTCHA option.
Release Notes
  • Added: Ability to automatically moderate Community posts from new users.
  • Added: CAPTCHA setting now affects adding new Community Threads.
  • Added: Ticket Created event now has a Body Text condition.
  • Added: Users can now be banned from posting in the community.
  • Changed: Search indexer now includes words that are 3 characters long.
  • Fixed: "Last Updated" in chat wait page now operates off of client time instead of server time.
  • Fixed: A possible null reference exception when upgrading has been resolved.
  • Fixed: An issue preventing Task Scheduler from starting in some cases was resolved.
  • Fixed: Brand settings for Enable Login Form and Enable New User Registration now function properly.
  • Fixed: If a user is not allowed to create new community threads, the message indicating such now appears in the proper location.
  • Fixed: Tickets page in portal now shows the correct time the ticket was created when user time zone is different from server time.
  • Fixed: User-level comments will no longer be double encoded.

11.0.5598 (Apr 30, 2015)

Key Features
  • New API Documentation Browser.
  • New reports for the community that show how much users and agents are participating.
  • New ticket view for Recent Tickets (any tickets that you have modified).
  • Overall ticket limit can now be set for agents to prevent them from getting too many tickets.
  • Recently Transferred view has been added to the Tickets section that contains all recent tickets that have been transferred away from you.
  • Settings area was completely redesigned to simplify the initial setup and day-to-day administration of SmarterTrack. A list of all changes can be found in the KB article "SmarterTrack 11.x Settings Redesign."
  • Significantly reduced memory and CPU usage and increased overall performance of the application.
  • Spam-bot protection measures added to the portal.
  • Users and Organizations section that allows for easy profile and settings management for users and organizations. Shows tickets, live chats, call logs, etc. related to both.
Release Notes
  • IMPORTANT: SmarterTrack 11 now requires Microsoft .NET 4.5. Some changes to custom web.config files may be required.
  • Added: A custom login URL can be set in the External Providers area to allow all sign-ons to be done through another site.
  • Added: A variable for Survey HREF was added to survey template, so that users can add their own styled button.
  • Added: Additional profile fields can now be stored for users, including address and phone numbers.
  • Added: An option has been added to Diagnostics for "Email Address to Receive Errors."
  • Added: An option to force HTTPS in the interface (a valid HTTPS certificate and IIS are required).
  • Added: Community Reports - Employee Activity Overview.
  • Added: Community Reports - Employee Activity Trend.
  • Added: Diagnostics > Log Files grid is now sortable.
  • Added: If an agent is marked as away for chat because they have a call log open, the call log page now indicates it.
  • Added: If user does not have an account, a notification will now show at the top of the user details popup.
  • Added: In the community, links will automatically be hyperlinked to their destinations.
  • Added: New event action to subscribe to a community thread when a new one is created.
  • Added: Permissioned employees can now see IP Addresses of community members that post threads and comments, and those IPs can be added to Security > Blacklist to prevent them from posting in the future in case of abuse.
  • Added: RSS Feeds now have an option whether or not to show images.
  • Added: Signatures can now be set for participants in the community.
  • Added: Sort settings for Tickets, Chats, Tasks, and Call Logs are now persisted across browser sessions.
  • Added: Survey result window now shows the agent and a summary of the item it is attached to.
  • Added: Ticket Transferred event now has variables for First Message Body and Last Message Body.
  • Added: Time logs can be automatically calculated and created for call logs, tickets, and live chats when the agent who owns it opens it for at least 1 minute.
  • Added: User details popup now also includes the user details external provider snippet if one is defined.
  • Added: Users can now set their avatars to "None" if they wish to.
  • Added: When deleting a community category, the admin is now asked what should be done with threads that belong to the category.
  • Changed: Deleting a group or an agent will now perform item transfers in the background, in case there are many items to reassign.
  • Changed: If SMTP settings are not established, end users will no longer get alerts about not having verified email addresses.
  • Changed: If user has avatar moderation rights, any avatar they upload will now be automatically approved.
  • Changed: In auto-responder popup, options were moved to a secondary tab.
  • Changed: Log viewer now sorts log files by date descending by default.
  • Changed: Moved user configuration to the new Users and Organizations area. Employee setup remains in settings.
  • Changed: New users may not post hyperlinks in community posts or comments.
  • Changed: Portal pages that require a login to function (because of access restrictions or other reasons) now automatically show the login form.
  • Changed: Surveys will no longer be sent to email addresses in the auto-responder blacklist.
  • Changed: When posting a comment, email notifications are now delayed to allow end users time to edit the comment first.
  • Changed: When ticket results cannot be sorted, column headers no longer show as sortable.
  • Efficiency: Faster startup times when SmarterTrack has many news items.
  • Efficiency: Idle event thread no longer checks for tickets if there are no idle ticket events set up.
  • Efficiency: Reduced memory usage for items loaded from the database.
  • Efficiency: Reduced SQL traffic on many portal and management interface actions.
  • Efficiency: Reduced the frequency of server calls performed by the browser.
  • Efficiency: Updated jquery and other external integrations.
  • Fixed: After registering a new portal user, the interface will properly reflect logged-in status.
  • Fixed: An issue that caused browser stalling in some cases when the section was changed while the interface was being loaded.
  • Fixed: Changing a ticket status from closed to another status will no longer send a survey.
  • Fixed: Chat icon will no longer show up management side in non-activated installs.
  • Fixed: Deleting a post or comment in the community now updates the last activity data properly.
  • Fixed: Duplicate business hours will now be properly ignored.
  • Fixed: If an email address is not a valid format, it will no longer be clickable when viewing tickets and chats.
  • Fixed: IIS reset will no longer cause the page to gray out and the customer to be alerted if the session can be automatically restored.
  • Fixed: Multi-line comments in the community now maintain line breaks.
  • Fixed: NDR messages that do not contain identifying information will now be properly deleted instead of cluttering up the inbound failed spool.
  • Fixed: On session timeout or IIS Reset, tickets and chat grids will no longer lose their filters.
  • Fixed: Popup to Create a Ticket in the community will no longer close after a group is chosen.
  • Fixed: Sizes of textboxes in popups corrected for High DPI monitors.
  • Fixed: Unanswered survey questions that are not required will no longer impact overall survey scores.
  • Fixed: When a chat goes from active to inactive, quick bar custom fields no longer vanish.
  • Fixed: When a group is deleted, the assignment dropdowns will no longer show that group as a potential transfer target.
  • Fixed: When an installation contains multiple brands, the "All Brands" mode in the Tickets area now lists departments correctly sorted.
  • Fixed: When deleting a group or agent, it will no longer ask where to redirect items if there are none in the database of that type.
  • Fixed: When no report data is available, a double border will no longer appear around the report.
  • Fixed: When taking a survey, if a required item is left blank, the error message is now more friendly.
  • Fixed: When you select "incoming ticket" checkbox, the Group selection box now shows properly.
  • Security: Additional security access and XSS checking for call logs, tickets, and live chat.
  • Security: Caching disabled on some pages to prevent local storage.
  • Security: Cookies are now marked as secure if user is using HTTPS.
  • Security: In the My Preferences page, it now asks users for their old password before they can enter a new one.
  • Security: Resolved an issue with caller verification for auto-complete.
  • Security: Resolved an issue with sender verification in live chat.
  • Security: X-Frame-Options header added with value of SAMEORIGIN added to prevent framing. If you wish for your install to allow itself to be embedded in a frame or iframe from your site, you will have to modify the web.config file to allow it.