Home/SmarterTrack/SmarterTrack Release Notes

Important Notes

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

  • IMPORTANT: Due to the significant changes in SmarterTrack 13.x, you cannot downgrade or restore your installation to previous versions. (13.0.6514)
  • IMPORTANT: SmarterTrack 13.x has a completely redesigned, modern and mobile-friendly management interface for both system administrators and agents! The new web interface uses a number of the latest web technologies for a better look and improved performance. (13.0.6514)
  • IMPORTANT: SmarterTrack 13.x no longer includes a default web server. Site configuration within IIS is required in order to launch the site. (13.0.6514)
  • IMPORTANT: The legacy mobile interface has been removed in favor of the redesigned, modern and mobile-friendly interface. Access SmarterTrack on mobile devices and tablets using the standard desktop URL. (13.0.6514)
  • IMPORTANT: This build resolves a security vulnerability. It is recommended to update to this version or higher. (13.0.6514)

Version 13.1.6795 (Aug 9, 2018)

  • Fixed: Custom fields are not properly limiting the length of entered text values.
  • Fixed: Custom Translatable Strings not working in custom fields properly.
  • Fixed: Files with a + in the name don't save or send properly when using "Attach Files" in the reply window.
  • Fixed: Google reCAPTCHA not working properly.
  • Fixed: Resent ticket message does not include attachment(s).
  • Fixed: Sorting Canned Replies by language puts the languages in an unexpected order.
  • Fixed: Status icons for chats in the User Details view are missing.
  • Fixed: Ticket API "AddMessageToTicket" not sending email to the provided CC addresses.
  • Fixed: When a brand is using the default SMTP, the Forgot Password link doesn't show.
  • Fixed: When viewing a ticket message in the HTML view, links without a target cause subsequent text to be truncated.

Version 13.1.6746 (Jun 22, 2018)

  • Fixed: Advanced Search from a user's Community Profile doesn't work.
  • Fixed: Can't send conversation messages from a user's Community profile page when using MySQL.
  • Fixed: Changing a ticket's subject does not flag the ticket to be re-indexed.
  • Fixed: Changing a user's username doesn't properly update the UserIdsByNameCache.
  • Fixed: Dropdown List with Text custom fields are missing the DropDown control.
  • Fixed: If the IP blacklist on the security page has never been set, it will display "System.Collections.Generic.HashSet`1[System.String]".
  • Fixed: In Dark Theme, text from Insert Code Snippet button is incorrectly styled when inserting from Canned Reply.
  • Fixed: In MS Edge, sending a ticket reply clears the page and shows a single hashtag (#) instead of closing the reply window.
  • Fixed: Manual events may not be available for tickets, chats, tasks, KBs and call logs.
  • Fixed: Moderation page shows different verbiage for reported reason than was submitted.
  • Fixed: Preview Panes don't automatically refresh in Firefox.
  • Fixed: Some ticket events are not evaluating all of the appropriate custom field conditions.
  • Fixed: Text from Insert Code Snippet button gets inserted without line breaks in chats and ticket replies.
  • Fixed: The moderation page should always show the moderation reason, regardless of type.
  • Fixed: When abuse has been reported on a portal conversation, the Reported > Approve option does not seem to work.
  • Fixed: When updating your avatar from the portal interface, if the only options are "Select your own" and "None", the "None" option doesn't work.
  • Fixed: When viewing a community thread, the block tags are not lined up with the preceding text.
  • Fixed: When viewing a hidden community thread, the Hidden tag in the header is a different size than neighboring tabs.
  • Fixed: When viewing a task's History tab, Manual Task Event is showing the unfriendly language string name.

Version 13.1.6718 (May 29, 2018)

  • Changed: If SMTP settings are not set up and there is no external provider, "Forgot Password" link should be hidden on portal and login page.
  • Fixed: AddNote APIs for TIckets and Chats don't allow creating Sticky Notes.
  • Fixed: AddTicketNoteHtml API doesn't properly store received HTML.
  • Fixed: Admins can't always see all agents in the Global Tickets nav tree.
  • Fixed: Agents can delete completed chats.
  • Fixed: Attempting to save an Employee with invalid entries messes up the UI.
  • Fixed: Can't update Azure Translate API without an IIS app pool reset.
  • Fixed: Cannot successfully configure SmarterTrack to use a database over a specific port.
  • Fixed: Custom chat icons are not properly sized when embedded.
  • Fixed: Deleting an Employee doesn't refresh the content pane.
  • Fixed: Deleting items doesn't always check properly if any items are selected.
  • Fixed: Editing a survey can cause questions and predefined answers to duplicate.
  • Fixed: Embedded videos from Vimeo are blocked.
  • Fixed: Events with custom field-based conditions may fire incorrectly.
  • Fixed: Forwarding a ticket message doesn't refresh the UI.
  • Fixed: GetTaskByID API returns "Nullable object must have a value" error.
  • Fixed: Hitting enter in the search field doesn't trigger a search in Firefox.
  • Fixed: If the brand setting "Enable Gravatar support for automatic avatars" is disabled, avatars cannot be changed.
  • Fixed: IM/Chat Room unread message counts in the content pane are inaccurate.
  • Fixed: Inline images don't always appear properly when viewing the HTML of a message.
  • Fixed: Reply button not styled correctly in Safari.
  • Fixed: Some background processes are not running at the proper intervals.
  • Fixed: Task API reference not showing the right variable name.
  • Fixed: The email address field for a live chat Email Transcript accepts any entry with a period and an "@" instead of properly validating the format.
  • Fixed: Ticket attachment is not properly tracked if a duplicate is detected on the ticket with a different original file name.
  • Fixed: Ticket attachments can be downloaded without being signed in.
  • Fixed: View state validation issues sometimes cause the Agent Status modal to become unresponsive.
  • Fixed: When a department has the "Allow all agents to see the contents of this department" setting enabled, the queue count and list of tickets do not match for some Agents.
  • Fixed: When an IIS reset occurs during a live chat, the customer's display name is lost and their new messages are styled like Agent messages.

Version 13.1.6670 (Apr 6, 2018)

  • Changed: In dark theme, border on agent text entry field should match other text fields.
  • Fixed: After a postback on the ticket page while using dark theme, some text might not be legible.
  • Fixed: Can't delete an event from My Events.
  • Fixed: Can't view related Task items on live chats.
  • Fixed: Chat text box not always clearing after send chat in IMs and Chat Rooms.
  • Fixed: Deleting events doesn't work in IE11.
  • Fixed: Get Older Messages button for IMs and Chat Rooms is not working.
  • Fixed: Grouping a report by Customer returns no results.
  • Fixed: Inserting a canned reply into an empty ticket signature causes the message to be sent with no text.
  • Fixed: KB and Canned Reply folder delete confirmation message is missing a question mark.
  • Fixed: Modals in Settings > Language and Locale are not properly sized.
  • Fixed: Navigation pane menu missing on smaller screens in Edge browser.
  • Fixed: New IM and Chat Room messages are not including timestamp.
  • Fixed: Resend modal for ticket messages has an extra scroll bar.
  • Fixed: Script files not loading in the correct order on IE11.
  • Fixed: Special characters are not displaying correctly when previewing KB articles.
  • Fixed: The "No Items" icon in completed chats view is using the old tickets icon.
  • Fixed: The buttons on the "You are the only agent ..." alert aren't working in IE11.
  • Fixed: The main KB page is missing the tab/window title.
  • Fixed: Ticket grid not populating correctly when navigating from another section.
  • Fixed: Upload in File Manager not working.
  • Fixed: Using the User Display Name condition in ticket events causes the event to not work for tickets created from the management interface or emails.
  • Fixed: When the Attach Files button is collapsed into the "..." menu while doing a ticket reply, Attach Files doesn't work.
  • Fixed: When transferring a chat, choosing "Select a group" does not trigger an error and causes the chat to be transferred to !Internal / !Internal.
  • Fixed: When viewing a message in HTML, resizing the window hides the scrollbars.

Version 13.1.6648 (Mar 16, 2018)

Key Features
  • A Google Maps API key is now required in order to use map functionality.
Release Notes
  • Added: A collapsed area will auto expand if a user clicks in a text box or on a label that's visible within that collapsed area.
  • Changed: MySQL databases no longer need to be manually created prior to initial SmarterTrack setup.
  • Changed: The default language for the group is now selected by default when creating new users and employees on the management side.
  • Changed: Users with moderator permissions can now see moderated/reported threads when looking at a user's profile that has a post in the moderation queue.
  • Fixed: "Instructions for obtaining an API Key" link goes to the incorrect page on Google's website.
  • Fixed: Browser not smoothly transitioning content pane back from full-width mode when whole window is resized.
  • Fixed: Chat duration is incorrectly recalculated if connection to the server is lost after the chat ends.
  • Fixed: Clicking a linked ticket number in a chat message opens the ticket in the chat window.
  • Fixed: Creating or deleting a survey does not refresh the content pane.
  • Fixed: Event emails not being created correctly when a hyperlink is immediately before a line break.
  • Fixed: Extensions not filtering properly when adding attachments to a ticket message.
  • Fixed: IE11 not properly sizing Comment modal when window is narrower than the phone cutoff.
  • Fixed: In some cases, attachments are getting linked to ticket message from the management interface but not outgoing email.
  • Fixed: No confirmation is displayed when trying to delete an Organization, and the content pane does not refresh.
  • Fixed: One incorrectly formatted date in an RSS feed will cause additional dates to be set to 1-1-1.
  • Fixed: Organizations with special characters in their name are not displaying correctly in Organizations list.
  • Fixed: Show HTML does not have a scrollbar on Mac.
  • Fixed: Surveys not encoding special characters correctly.
  • Fixed: Using Embedded chat on a site with "LyteBox" could cause an error.
  • Fixed: When an employee selects a preferred language, it has no impact on the UI culture.
  • Fixed: When deleting a grid item using the context menu, the confirmation doesn't close.
  • Fixed: When editing a custom field definition, the Visibility drop down is not being correctly set.
  • Fixed: When editing an event, a new action will disappear if a previously existing action is deleted.

Version 13.1.6614 (Feb 9, 2018)

  • Changed: Added schemaless path for generated scripts.
  • Changed: Improved content pane layout when in mobile view.
  • Changed: Made all collapsed areas automatically expand when window exceeds mobile cutoff size.
  • Changed: Moved the Licensing settings from the Configuration section of the navigation pane to the Manage section.
  • Changed: Remove need for horizontal scroll bar on the Custom Fields settings page when in mobile view.
  • Changed: Updated the "Category" sort option in KB and Canned Replies to "Folder".
  • Changed: When creating a ticket on the portal, using the back button will skip Department selection if there is only one department to choose.
  • Fixed: Chat showing error page when UserID is null.
  • Fixed: Clean up the text area code so that it is 14px off of mobile and 16px when mobile, even for smaller width windows and modals.
  • Fixed: Expand arrows in the navigation tree are not lining up properly in the navigation tree.
  • Fixed: In the Reminders window, there is an extra divider line when there are no reminders to show.
  • Fixed: Mobile browsers not properly displaying pages within visible area.
  • Fixed: New Brand modal needs to be resized.
  • Fixed: New chat sound alert not always playing on Windows.
  • Fixed: Portal Tickets section not showing tickets made by email for some user emails (impacting some MySQL installs).
  • Fixed: Right corners on Alerts button on the portal are not rounded.
  • Fixed: Secondary Brand host headers allow non-URIs.
  • Fixed: The management login screen is improperly formatted in IE11.
  • Fixed: Ticket attachments are not working correctly in IE11.
  • Fixed: Unable to modify tickets properly in IE11.
  • Fixed: When an event sends a reply to a ticket, the signature for plain text is not always in plain text.
  • Fixed: When initially loading or refreshing the management interface, the navigation tree does not properly indicate the selected item.
  • Fixed: When linked from the home screen on iOS, the management interface is displayed in fullscreen mode, blocking some navigation capabilities.
  • Security: Prevent web-bots from crawling portal side client chat forms.
  • Translations: Update Czech language file.

Version 13.1.6600 (Jan 26, 2018)

  • Added: "Include sub-folders" option for Knowledge Base and Canned Replies when using advanced search.
  • Added: A right border to the New menu button in the top navigation bar.
  • Added: Ability to search deleted Knowledge Base articles from advanced search.
  • Added: Navigation tree and content pane are now able to be resized.
  • Added: Tasks now include priority flags in the grid.
  • Added: Tooltips for the top navigation menu in the management interface.
  • Added: Users are now able to edit the Email Settings on their Portal accounts to opt-in or opt-out of receiving email surveys.
  • Changed: Built in reports which do not include charts no longer show the Chart dropdown.
  • Changed: Button for collapsing/expanding the nav-tree always has the same base color as the nav-tree panel.
  • Changed: File upload control now protects against invalid characters in file name.
  • Changed: For dark theme, counters associated with tabs now match styling used for counters on the navigation tree.
  • Changed: Mobile experience for Management Interface improved.
  • Changed: Quick search place holder text now says "Search". (In place of "Search...")
  • Changed: Reduced size of Reminder and Dashboard icons in top navigation bar.
  • Changed: Removed dark separator bar in dark theme below the button bars.
  • Changed: Selected item in dark theme now has white text in the nav tree.
  • Changed: Task icon now matches other icons better.
  • Changed: Timelog related API returns now include an IsDeleted flag for any returned timelogs. Affects GetChatTimeLog, GetChatTimeLogs, GetTicketTimeLog, and GetTicketTimeLogs.
  • Changed: Top navigation icons now show and hide automatically, depending on the available space.
  • Changed: Unselected icons in the top nav bar are now always white.
  • Efficiency: Ticket counter accuracy improved.
  • Fixed: "Connection has been lost" message still displays on a completed chat when there is an interruption to the connection to SmarterTrack.
  • Fixed: Adding a comment not triggering ticket update.
  • Fixed: Adding an inline image to a ticket is not considered as new content causing Save Draft to error.
  • Fixed: Adjusted border radius for avatar image in top nav bar.
  • Fixed: Attachments may be included in the Download All ZIP file multiple times if they were forwarded or resent on the ticket.
  • Fixed: Auto-set group not working in Call Logs the same way it works for Tickets.
  • Fixed: Autosave causes the reply panel to refresh, putting the cursor at the beginning of the message and sometimes causing content to be lost.
  • Fixed: Border around the status indicator over the top navigation bar's avatar image doesn't change with the theme.
  • Fixed: Context menu should not include Undelete.
  • Fixed: Creating a new ticket in a brand other than default when All Brands is selected does not auto-fill the Group.
  • Fixed: Deleting an event from My Events doesn't require confirmation.
  • Fixed: Deleting an inactive live chat breaks and causes a 500 error.
  • Fixed: Email/SMS notifications not getting sent to agents.
  • Fixed: Embedded live chat can throw an error if the website using the embed script also has an in-site even named "message" that passes non-string data.
  • Fixed: Ended chats don't automatically update with survey stars when survey is completed.
  • Fixed: Favicon not updating after being changed.
  • Fixed: For chats, the translated text when using the dark theme does not have sufficient contrast.
  • Fixed: General security fixes put in place. (E.g., HTTPS cookies now flagged as secure, implemented referrer policy, etc.)
  • Fixed: Grid doesn't refresh when news item is saved.
  • Fixed: Grids do not resize when the user details window is resized.
  • Fixed: If multiple email addresses are in the header, clicking on an email address will open the User Details window for the first address in the list.
  • Fixed: Large, empty, gray area on the News navigation page.
  • Fixed: Links in ticket messages sometimes open in the preview pane instead of opening in a new window.
  • Fixed: Low Priority text in ticket header should be the same color as the icon in the content pane.
  • Fixed: On a couple portal pages, some scripts are not being properly loaded.
  • Fixed: Panel-Grid has a scrollbar at the bottom when content is longer then original width.
  • Fixed: Portal user menu overflows to the left on mobile screens.
  • Fixed: Post draft not clearing when post is submitted.
  • Fixed: Right justify the priority icons in the ticket content pane.
  • Fixed: Schedule Follow-up modal doesn't fit on-screen for iPhone.
  • Fixed: Select All action in News Items does nothing.
  • Fixed: Single pixel showing on left side when nav tree is collapsed.
  • Fixed: Survey ratings look to have opposite values in dark theme. (I.e., a 5 rating looks like a 0.)
  • Fixed: Text in yellow banner is off when using the dark theme.
  • Fixed: The event action variables field is not legible when using the dark theme.
  • Fixed: The Getting Started page has incorrect image paths in its CSS.
  • Fixed: The Ticket event log is not updating properly on MySql.
  • Fixed: Ticket content pane doesn't render special characters, instead showing their HTML equivalent.
  • Fixed: Ticket forwarding message window pops up in different size than new/reply.
  • Fixed: Ticket numbers not hyperlinked in live chats.
  • Fixed: Transfer modals not properly flagging agents as active/inactive.
  • Fixed: Trying to delete an item when using the file manager in the news interface does not work.
  • Fixed: User info text is dark in Who's On when using dark theme.
  • Fixed: Using the View button on Survey Results by Survey gives a 404 error page.
  • Fixed: When a ticket reply is added from the Portal, the first doubled line break is lost.
  • Fixed: When chatting with a user who is not signed in, the user cannot open any sent files.
  • Fixed: When customer sends a message flagged as "This ticket can be closed", a comment is inserted in the customer's language instead of the department's default language.
  • Fixed: When deleting a comment on a KB article, the comment is not removed until the page is refreshed.
  • Fixed: When performing a basic search, the preview pane does not get updated.
  • Fixed: When replying to a ticket from the portal interface, adding an attachment jumps the view to the top of the page.
  • Fixed: When resending an attachment on a ticket (such as when forwarding), there is no indication that the new message has an attachment.
  • Fixed: When trying to start a chat in IE11 from an embedded location the chat template is blank.
  • Fixed: Who's On shows "no one available to chat" message on occasion when inviting a visitor to start a live chat.
  • Removed: Basic search is no longer available on the Recent and Recently Transferred ticket views.
  • Removed: Bottom preview pane as an option.
  • Removed: Edit button above the Users content pane.
  • Security: Implement Access-Control-Allowed-Origin headers (CORS).
  • Security: Implement Content Security Policy header.
  • Security: Implement referrer policy.
  • Security: Implement X-Content-Type-Options header.
  • Security: Implement X-XSS-Protection header.
  • Security: While using HTTPS cookies are flagged as secure.
  • Translations: Updated Traditional and Simplified Chinese translations.

Version 13.0.6564 (Dec 21, 2017)

Key Features
  • The ticket views found at Global Tickets > Active, Waiting and Closed no longer include tickets that are assigned to the Queue. Tickets that are assigned to the Queue can be found by clicking on Global Tickets > Queue and by browsing the Global Tickets > By Department folders.
Release Notes
  • Added: Check has been added to prevent end user and agent accounts from using the same email address that's in place as a Brand's SMTP account.
  • Added: New icon for tickets marked as Low Priority.
  • Added: Tooltip text that appears when hovering over an icon in the content pane to explain what that icon represents (ex: Follow-up Past Due, Pinned, Urgent, etc.).
  • Changed: New icon for the New Item menu icon.
  • Changed: New icon for the Ticket menu icon.
  • Changed: The yellow color on the Live Chat icon that's used to indicate an idle chat now matches the yellow color used to display a ticket's "Waiting" text status.
  • Fixed: "Unknown column 'k.IsDraft' in 'field list'" error when trying to view KB articles on Portal when using a MySQL database.
  • Fixed: Advanced Search for Chats not returning correct results.
  • Fixed: After closing a chat window on mobile, the chat icon is not restored on the main page.
  • Fixed: Attach Files button is not correctly attaching files to ticket replies.
  • Fixed: Call logs with an end date more than 15 minutes in the future should show a client side error.
  • Fixed: Cases where multiple live chats are started in the Management Interface when an end user clicks Submit on the live chat window.
  • Fixed: Embedded chat not properly positioning for mobile.
  • Fixed: Employees should have an indicator when changes are saved successfully.
  • Fixed: Extra protection around ticket forwarding to agent to prevent cascading issues.
  • Fixed: Forwarding a ticket message does not include attachments.
  • Fixed: Groups displayed in the navigation pane (when browsing tickets By Department) should be sorted in alphabetical order.
  • Fixed: HTML encoded characters not handled properly when a ticket is created from the offline live chat widget.
  • Fixed: If grid is refreshed while context menu is open, the context menu is forced closed.
  • Fixed: In Firefox 57, a Survey Results > By Survey report does not include a scrollbar for viewing the complete list of survey results.
  • Fixed: In Firefox on Mac, right-clicking on an item now properly opens the context menu.
  • Fixed: In Internet Explorer, multiple unnecessary scrollbars are displayed in the content pane.
  • Fixed: In the Community, the "Mark all as read" link is visible when there are no threads displayed.
  • Fixed: Random dot appears in top left corner of any area that has a context menu.
  • Fixed: The Department tab for Live Chat Settings is not refreshing when changes are saved, and the Save button is showing when it does not need to.
  • Fixed: The download link from GetTicketAttachments returns a 403 error if the browser does not have an active SmarterTrack session.
  • Fixed: The Live Chats tab of the User Details page does not load the live chat content.
  • Fixed: The Task Scheduler Description text box doesn't resize to fill the available space.
  • Fixed: Ticket search not working properly.
  • Fixed: Tickets assigned to the Queue that are submitted by non-user accounts do not display on the User Details window for that email address.
  • Fixed: Using the right-click context menu to unpin a ticket doesn't remove the checkmark from the Pin status in that ticket's Actions (...) menu.
  • Fixed: When a ticket's window is small enough to collapse the History tab into the ... button, the history view won't load.
  • Fixed: When an agent does not have permission to manage their status, the Agent Status menu option is still visible.
  • Fixed: When an employee role does not have permission to delete tickets, the delete option should not be available in the context menu.
  • Fixed: When replying to a ticket on mobile, the To and CC fields go to the right edge of the available space, making it look like they are cut off.
  • Fixed: When replying to a ticket, the editor goes to the very bottom edge of the available space.
  • Fixed: When SmarterTrack is configured as a sub-application, the routing for some dynamic scripts is not determined correctly.
  • Fixed: When viewing a completed live chat, the Attachments tab is inactive, preventing attachments from being downloaded.
  • Removed: Basic and advanced call log searches are applying a date range search criteria in the background even if one was not specified.
  • Removed: When collapsing or expanding the navigation pane, the action is no longer animated.

Version 13.0.6544 (Dec 1, 2017)

Key Features
  • FIXED: Chat counter is not accurate.
  • FIXED: Chat in queue sound is playing at random with no chat in queue.
Release Notes
  • Added: Enable New Ticket and New Call Log creation from User Details when user does not have an account.
  • Added: Play sound when an agent is assigned a chat.
  • Added: The tickets grid now shows the assigned agent in global views.
  • Added: The tickets grid now shows the requester's name and email when they are available.
  • Added: Tickets responses now show "Name - Email", just like the main ticket header.
  • Changed: Changed User Details window title to "User Details - {username}" or "User Details - {brand}"
  • Changed: When checking if an email is already in use by a department, SmarterTrack will now check both the SMTP login name and email address.
  • Efficiency: Saving UIDL to Database has been improved to reduce POP download time.
  • Efficiency: SignalR handling of disconnect and reconnect.
  • Fixed: Avatars disappear 30 days after being set.
  • Fixed: Cloning an agent redirects to the Ooops page or gives the "Agent already exists" error.
  • Fixed: Context menu flows off bottom of screen in FIrefox when the window is not maximized.
  • Fixed: Double clicking to select a user name in an active chat selects part of the message time with the user name.
  • Fixed: Embedded chat widget too wide for some mobile screens.
  • Fixed: Embedded live chat could be blank when started under certain circumstances.
  • Fixed: Ended live chat confirmation modal on the portal side is not centered.
  • Fixed: For several languages, the DatePicker is not correctly encoding the Month and Day of Week translations.
  • Fixed: GetTicketCounts_Global GetChatCounts_Global APIs returning incorrect counts.
  • Fixed: Group headers in grouped dropdowns are hard to read in dark theme when using Firefox for Windows.
  • Fixed: If SignalR is disconnected, active chat list is not always updating properly.
  • Fixed: In tickets (...) > Assistance > Instant Message doesn't work.
  • Fixed: In user details, when user does not have an account, the external provider details are right up against the button bar.
  • Fixed: Repeatedly saving a ticket reply draft with attachments causes the attachments to show in the in-line draft multiple times.
  • Fixed: Saving employee after changing their avatar goes to the oops page.
  • Fixed: Some foreign languages can cause end date in range selections to be blank.
  • Fixed: Sorting not allowed in tickets advanced search.
  • Fixed: Ticket number not being communicated properly when Track installs are cross-talking.
  • Fixed: Tickets HTML view should NOT use themed colors.
  • Fixed: User avatar sometimes missing in tickets.
  • Fixed: User details message "This view contains limited information ..." is too small.
  • Fixed: When ticket is in follow up, trying to change information on the follow up does not update all of the follow up information.

Version 13.0.6534 (Nov 21, 2017)

  • Changed: The navigation tree style has been updated.
  • Fixed: After taking a ticket, when you try to reply from the auto-popped window, it spawns another window.
  • Fixed: Both message previews and the select message would show when a batch delete action was canceled.
  • Fixed: Changing background color of live chat causes text to appear white on white.
  • Fixed: Chat idle sound not playing in some cases.
  • Fixed: Default button icon extremely large on embedded web page.
  • Fixed: In file manager, files with extensions that are not permitted get the "Upload Successful" notification.
  • Fixed: In the canned replies grid, there should not be a dash after the specified language if the canned reply is public.
  • Fixed: Live chat default icon switches to offline after ~30 seconds even though it still acts as online.
  • Fixed: Popping out a chat from a notification and popping it out any other way causes multiple pop outs.
  • Fixed: Primary drop menu closed on mouse out.
  • Fixed: Reset Sort Order doesn't update the check marks in the sort menu.
  • Fixed: Right-click/Context menu not positioning properly, causing main menu and submenus to flow out of visible area.
  • Fixed: Saved sort order changes when performing advanced search.
  • Fixed: Select All check boxes only works once on Active Groups.
  • Fixed: SignalR Clients are not reconnecting after a communication interruption.
  • Fixed: Sometimes the Attachment modal simply displays a 404 error.
  • Fixed: Switching between Brands doesn't update the Tickets view or Groups list.
  • Fixed: When a ticket is opened from the New Ticket browser notification, clicking Reply opens another new window.
  • Fixed: When configuring a live chat link, selecting Bottom Left or Top Left moves the preview out of the preview area.
  • Fixed: When New Ticket and New Call Log buttons are not displayed, lack of a consistent height on button bar while switching tabs.
  • Fixed: When trying to view a completed chat in a language other than English, the transcript will not display.
  • Removed: New chat highlight on agent side.

Version 13.0.6526 (Nov 14, 2017)

  • Added: In the Tasks section, saving changes in the preview pane now displays a toast notification to indicate that the task was saved.
  • Added: When uploading a file in the File Manager, a toast notification will indicate whether the upload was successful.
  • Fixed: Canned Replies preview pane does not refresh when current item is deleted.
  • Fixed: Deleting multiple canned replies at a time is now displayed correctly and refreshes the interface as expected.
  • Fixed: In multiple areas of the management interface, an error is thrown when attempting to delete more than ~275 items at a time.
  • Fixed: In some cases, changing My Preferences caused an agent’s tickets to disappear from view.
  • Fixed: In the Email configuration settings, when a new account is created, the grid is not automatically updated.
  • Fixed: Knowledge Base articles and News Items can't be assigned to a specific brand.
  • Fixed: Removed option to pin a ticket while creating a new ticket in order to prevent an incorrectly saved ticket.
  • Fixed: Right-clicking on a inactive chat in the Live Chats content pane now opens the context menu as expected.
  • Fixed: Scroll bar in Tickets ‘Show HTML’ page now works as expected.
  • Fixed: Selecting items from the context menu for Call Logs and Inactive Chats now works as expected.
  • Fixed: Styling change for the Tickets ‘Show HTML’ page when using the dark interface theme.
  • Fixed: The header style in Canned Replies, Knowledge Base, and News Items now match the header styles in other areas.
  • Fixed: When composing a ticket, the button for removing an attachment (“X”) is not visible.
  • Fixed: When signing out, the login page could briefly be displayed in a modal before the main window redirected.
  • Fixed: When submitting a live chat that is distributed to the Queue, users will no longer see the submit page twice. They will be directed to the Waiting for Live Chat page.
  • Fixed: When there are no surveys to display in the Surveys configuration settings, the preview pane displays the News icon.
  • Fixed: When upgrading the SmarterTrack installation, a license validation check will be automatically triggered.

Version 13.0.6521 (Nov 8, 2017)

  • Added: In all sections, the sort order of the content pane is now preserved in the database. When an agent sorts the list, that sort order will be preserved until it is manually changed or reset.
  • Fixed: Browser auto-fill grabbing the display name instead of username from setup wizard.
  • Fixed: Cannot add canned replies to a live chat from the management interface.
  • Fixed: Changing a task, such as adding a description or changing a status, now works if there are no Start or Due Dates set.
  • Fixed: Changing start/due dates on a task now saves correctly when only a date is set. Setting the time is not required.
  • Fixed: Custom styling on canned replies interferes with embedded chat styling and may potentially be unreadable.
  • Fixed: Deleting an item within File Manager will now properly remove the item.
  • Fixed: During a ticket reply, a draft saving will no longer display all options from the Actions (…) button in the toolbar.
  • Fixed: Live Chat, Call Logs, and Tasks now load the navigation pane correctly in IE.
  • Fixed: Live Chats will now open in a new window as expected if the agent’s "Pop-up new chats automatically" setting is enabled.
  • Fixed: Main thread posts in the Community not saving attachments correctly.
  • Fixed: Merging tickets from the User Details window navigates to the Oops page.
  • Fixed: Multiple confirm modals opening when deleting items using the right-click context menu.
  • Fixed: Scheduled tasks are not deleting properly.
  • Fixed: Seconds are no longer shown for Start and Due dates on on tasks.
  • Fixed: Starting a new IM from the top navigation bar doesn't start IM.
  • Fixed: Ticket messages will no longer be duplicated or downloaded multiple times.
  • Fixed: Unable to save new call logs.
  • Fixed: When a chat is assigned, the agent will no longer receive two chat windows.
  • Fixed: When creating a new call log, the editor is no longer missing from the window in IE.
  • Fixed: When creating a new ticket or composing a reply, the body editor is no longer missing in IE.
  • Fixed: When picking a time, valueOf errors are displayed in the developer console.

Version 13.0.6514 (Nov 1, 2017)

  • IMPORTANT: Due to the significant changes in SmarterTrack 13.x, you cannot downgrade or restore your installation to previous versions.
  • IMPORTANT: SmarterTrack 13.x has a completely redesigned, modern and mobile-friendly management interface for both system administrators and agents! The new web interface uses a number of the latest web technologies for a better look and improved performance.
  • IMPORTANT: SmarterTrack 13.x no longer includes a default web server. Site configuration within IIS is required in order to launch the site.
  • IMPORTANT: The legacy mobile interface has been removed in favor of the redesigned, modern and mobile-friendly interface. Access SmarterTrack on mobile devices and tablets using the standard desktop URL.
  • IMPORTANT: This build resolves a security vulnerability. It is recommended to update to this version or higher.
  • Added: A "Completed" page has been added to the end of the installation setup wizard. This page allows Administrators to navigate to the Management Interface or Portal and displays a description of each area.
  • Added: A custom favicon for the SmarterTrack site can be uploaded per brand.
  • Added: A menu option has been added to the bottom of the navigation pane for operations related to folders (such as in KB and Canned Replies) and Who's On Filters.
  • Added: A Moderation view has been added to management interface Knowledge Base section which allows agents to quickly group together any articles that require feedback moderation.
  • Added: A new Community thread type for Announcements has been added.
  • Added: Ability for agents to mark a Community thread as locked so users cannot reply. (Only agents can post replies and comments on locked threads.)
  • Added: Ability for agents to mark a Community thread as sticky so it is displayed at the top of the thread list.
  • Added: Ability for users and agents to mark a Community thread as read or unread.
  • Added: Ability to set default font for editor (per brand).
  • Added: Administrators can now choose to show a solid color or rotating set of images on the management interface login page.
  • Added: Agent chat rooms now include browser notifications, which can be muted per chat room.
  • Added: Agent-to-agent instant messaging now includes sound alerts and browser notifications, which can be muted per instant messaging group.
  • Added: Browser notifications for new ticket assignment, live chats in the queue, messages from IM and chat rooms, and event alerts.
  • Added: Chat notifications are much more apparent with better Chat icon updates. The chat icon now changes color to indicate that a chat requires attention.
  • Added: Clicking the New button while viewing tickets, calls, etc. now defaults the new item to the Group that’s currently being viewed.
  • Added: Dark Theme for the management interface. Agents can choose to display the interface with a Light or Dark color scheme.
  • Added: Drafts of Community thread replies are now saved in local storage in the browser. If a thread with an unsubmitted reply is closed, the text will be available next time the thread is viewed.
  • Added: For News Items and Knowledge Base articles, the Summary text is automatically added as an SEO meta description tag.
  • Added: Images can now be uploaded to Community threads.
  • Added: New styles for Live Chat Links have been added.
  • Added: New view modes for Canned Replies: My Canned Replies and All Canned Replies.
  • Added: News Items and Knowledge Base articles now include auto-generated canonical tags for SEO.
  • Added: Offline instant message support. Instant messages can be sent to agents who are offline. If an instant message is sent to an offline agent, a browser notification will notify the agent of the offline messages when they log in.
  • Added: Portal now shows a one-time help bubble to instruct agents how to get to the Management Interface.
  • Added: Preview pane mode can now be configured in an agent’s My Preferences. Options are Right, Bottom or None.
  • Added: Send Transcript button for active and inactive live chats that allows agents to send a copy of the chat transcript to the user.
  • Added: SmarterTrack will now store unique IDs for email messages to prevent duplicate imports.
  • Added: Survey Answers report that shows each question on every survey and what all the answers and counts for a time frame.
  • Added: The "Back to Community Threads" link now appears at bottom of a thread as well as the top.
  • Added: The History and Statistics tabs are now displayed in the Knowledge Base section, not only when editing the article.
  • Added: The left tree window will automatically collapse on smaller displays.
  • Added: The Portal Signature (found at the Portal | My Settings and Management Interface | My Preferences) can now contain simple HTML.
  • Added: The post dates on Community threads are now permalinks that can be used to reference people to a specific post on the thread.
  • Added: The Tickets section now has a Follow-ups view for active follow-ups only.
  • Added: Tickets can now be merged from the User Details window.
  • Added: When configuring a Live Chat Link, the available Image icons are now displayed in the dropdown to allow for easier selection.
  • Added: When configuring a Live Chat Link, there are more built-in options for the Live Chat Online/Offline images.
  • Added: When viewing Knowledge Base feedback in the management interface, the IP address and email address of the user are displayed (if known).
  • Changed: Adding a task to a ticket no longer requires start and due dates.
  • Changed: Agent-to-agent instant messaging and agent chat rooms are now enabled by default.
  • Changed: Agents are now able to change a Community thread status without requiring a reply.
  • Changed: Agents can now access the Source View button in the HTML editor for Community threads.
  • Changed: Auto time logs now update every 15 seconds instead of every 60 seconds.
  • Changed: Chat sounds will no longer play for agents that are not active in chat, except in the case when there is a user in the queue and all agents are away.
  • Changed: Email transcripts use inline styling.
  • Changed: If a response to KB feedback is left, original poster will now receive an email notification.
  • Changed: If a ticket follow-up is set and gets suspended because of an interaction with the customer, the previously filled values will be filled in automatically when setting the follow-up again.
  • Changed: If you pop out a ticket, then click reply, the reply window will replace the popout, not create a new one.
  • Changed: In a live chat, custom fields and external provider data now appears within the scrollable area, in order to provide more vertical room to see the conversation.
  • Changed: In Community private messages, “Delete Conversation” has been renamed to "Hide Conversation" in order to more accurately reflect what it does.
  • Changed: In the ticket preview pane, the Actions option to pin a ticket no longer requires navigating to a sub-menu.
  • Changed: In the Tickets section, the options to Change Email Address and Change Subject are no longer available in the compose window for new tickets or replies.
  • Changed: Live chat link styles have been renamed to be more descriptive.
  • Changed: New Live Chat Links will now default to a more common chat style.
  • Changed: Setup wizard now uses a spinner rather than a text change to a button to indicate that something is processing.
  • Changed: Setup wizard redesigned to make it easier to use.
  • Changed: Spell checker has been removed from the HTML editor as browsers now do a better job.
  • Changed: Style changes to chat transcript email.
  • Changed: Styling on small icons within ticket conversations has been adjusted.
  • Changed: Survey reports now show a nicer survey details popup.
  • Changed: Surveys tab will no longer show on Tickets, Chats, etc. If a survey exists for that item, a clickable star rating will appear in the item's header.
  • Changed: The global Queue now stores tickets in Active and Waiting status and is no longer separated by Active, Waiting and Closed queues. Tickets marked as Closed and assigned to the Queue can be found with an advanced search.
  • Changed: The Recent and Recently Transferred ticket views now show the last 100 tickets instead of last 20.
  • Changed: The Reminders window will no longer pop up automatically upon login.
  • Changed: The Reply/Reply All buttons in the Tickets section are now displayed in a dropdown button.
  • Changed: The Time Log tab on a ticket will sort time logs by creation date, with most recent on top.
  • Changed: The “Powered by SmarterTrack” message in chat widget has been changed to make it more subtle.
  • Changed: URLs that are posted in private Portal conversations and Community threads are now automatically hyperlinked.
  • Changed: When a Community thread that has unread replies or comments is opened, the interface will automatically scroll to the first unread item.
  • Changed: When adding agents to groups, or groups to agents, if there are unsaved changes, the save button now pulses to show there are unsaved changes.
  • Changed: When importing emails, if an email is more than 3 days old, the department autoresponder will not be sent.
  • Changed: While waiting in the queue for a live chat, the user will be presented with a page that looks different than when they are actively chatting.
  • Efficiency: Back-end network connections have been reduced.
  • Efficiency: Database components for MySQL replaced for better stability and performance.
  • Efficiency: Many performance updates have been added, including improvements to database access and memory caching that help larger installations run more effectively.
  • Efficiency: Reworked layout for main pages to make them render and resize faster.
  • Efficiency: SignalR updates now replace the KeepAlive call that was being called every 10 seconds.
  • Fixed: A browser stack overflow was resolved in the RefreshSplit function.
  • Fixed: Alert icon will now show the proper number of alerts you have.
  • Fixed: Attachments will now be saved properly with drafts.
  • Fixed: Call log popup window now includes Transfer and Delete actions.
  • Fixed: Canceling the "Successful Connect, Database not found" dialog will now reset the page properly.
  • Fixed: Chat configuration now updates right away when it is saved or created.
  • Fixed: HTML editor will now work correctly on Android devices.
  • Fixed: If unable to connect to a database server in the setup wizard, an error will appear and stay visible until closed.
  • Fixed: In all sections where Advanced Search exists, undelete and delete will show up appropriately in context menus when doing advanced search for deleted items.
  • Fixed: In chat, a file being received will now properly update the Attachments tab.
  • Fixed: In the Community, the styling and placement of the "Mark entire community as read" button has been fixed.
  • Fixed: In the Live Chat Options settings, the ‘Hand-off - no follow-up response’ and ‘Hand-off agent disconnected’ options were incorrectly showing Seconds as an optional time designation.
  • Fixed: JavaScript resources are now properly compressed.
  • Fixed: JavaScript updates between versions will now update in the browser reliably.
  • Fixed: On smaller devices, item popups like tickets and tasks are now sized more appropriately.
  • Fixed: Resolved a resource leak with the web interface that could cause the browser to stop being responsive over time.
  • Fixed: Resolved an issue regarding the viewing of tickets in the portal with a verified email address when the letter casing doesn't match.
  • Fixed: Resolved an issue with User Details showing the incorrect live chat counters in the Statistics.
  • Fixed: Resolved readability issues with cookie notice on login page.
  • Fixed: Resolved some minor issues with schema.org definition for Knowledge Base articles and News items.
  • Fixed: Search strings now work as expected in Tickets.
  • Fixed: Setup wizard now scales better in smaller displays.
  • Fixed: Some areas of chat invites and the chat widget were not properly following the dir='RTL' attribute of the parent site.
  • Fixed: Some memory caches were not being updated correctly.
  • Fixed: The File Manager popup (found in KB and News) will no longer get visually messed up if there are a lot of directories or if the names are long.
  • Fixed: When selecting a new status for a ticket, the menu will now immediately reflect the change.
  • Fixed: When you start a ticket from within a live chat, the live chat will now show immediately on the Related Items tab.
  • Fixed: When you upload a new avatar, the new image will replace the old one, rather than only showing the filename of the new upload.
  • Removed: Chat offline message will no longer default to a value, preventing drawing attention to an offline chat indicator.
  • Removed: Custom CSS setting removed from the Management Interface settings page. (Custom CSS option is still available for each brand’s portal.)
  • Removed: Deprecated Microsoft Translator has been removed in favor of Azure Translations.
  • Removed: The estimated wait time for chats in queue has been removed in favor of a strict count of people ahead.
  • Removed: The Live Chat Interval setting from the Diagnostics settings has been removed.
  • Removed: The sound system no longer relies on Flash if the browser does not support HTML5.
  • Removed: Unused color options for the Management Interface have been removed.