Changed: Disabled the Save button on the Live Chat -> Website Integration Script tab.
Changed: Portal side password change form is now pre-filled with the username.
Changed: Updated Two-Step Authentication to Two-Factor Authentication with styling and work flow updates.
Fixed: An issue preventing several reports from displaying data.
Fixed: An issue that could prevent some users from disabling Two-Factor Authentication.
Fixed: Clicking Mark as Resolution on a Thread in the Community fails with a 401.
Build 9441 (Nov 6, 2025)
Added: A note about how SQLite will not work with failover.
Added: The ability for users to edit Portal conversations that will then display an "Edited" flag.
Added: Two-Factor Authentication for Agents (My Preferences), Users (My Settings), and Administrators (My Preferences).
Changed: Default password requirements to be more secure.
Fixed: An issue that could keep failover servers from auto-creating.
Fixed: Editing a Community Post with a run-on word can make the editor go off of the screen.
Fixed: Images don't appear in News items unless you're logged in.
Fixed: IMAP authentication fails when running on a FIPS compliant server.
Fixed: MySQL query case mismatch.
Fixed: Some display issues on Community Post, Edit, Move, and Delete buttons.
Build 9413 (Oct 9, 2025)
Added: A variable so that a Follow-Up Date can be inserted into an email message for Event Actions.
Added: An instance GUID on startup to prevent duplicate background threads from running.
Added: HTML editors to Survey creation for more detailed Intro and Thank You text.
Added: LetsEncrypt SSL Certificate creation into SmarterTrack.
Added: New moderation page on the Portal that is accessed through the alert menu when there are things to moderate.
Added: New Service log that records background operations that take longer than expected.
Added: New Users/Organizations Role permissions.
Added: Portal users can now hide conversations from their list until a new messages comes in.
Added: Service.log that records any background operations that take longer than expected.
Added: The ability to customize the Survey form page by Brand.
Changed: Agent ticket/live chat text was modified to prevent broken HTML.
Changed: Conversations in the portal have been updated to allow better control and management.
Changed: Portal actions and side panels have been redesigned for easier navigation.
Changed: Replaced an outdated variable with a new one for the default email template for 'Ticket Followup Scheduled'.
Changed: The top bar in the Portal has been updated to more closely follow modern design patterns.
Changed: Ticket surveys now have a one hour limit for the survey answer to be changed or updated.
Changed: User Profile page in the portal cleaned to remove dropdown actions making navigation easier.
Changed: Users without avatars configured (and without gravatar, etc) will now show a colored monogram instead of a generic user image.
Changed: Viewing a user's profile in the Portal modified to make navigation and interaction with the user easier.
Fixed: Banned community threads show "Administrator" as the reason when the reason isn't known.
Fixed: Chat Auto Delete Thread errors when using MySQL.
Fixed: Clicking on a menu item that has submenus sometimes closes the menu.
Fixed: Editing a post with encoded characters in the subject does not properly show the decoded characters in the subject box.
Fixed: Event action can show duplicates of the True/False options in the "Use Signature" option.
Fixed: In some cases, the words "Login" and "Logout" were used where it should have been "Log In" and "Log Out".
Fixed: Logging into the Portal sometimes does not close the login dialog on success.
Fixed: Long lines with no spaces causes the interface to expand in Knowledge Base and Community Threads on the Portal.
Fixed: Modifying an existing user results in error when using PostgreSQL.
Fixed: Posting a reply to a thread that has a reply marked as Answer removes the answered status.
Fixed: Survey Breakdown does not generate a new report for the date filter.
Fixed: Survey Breakdown report sometimes will not show.
Fixed: The message "The status of this thread has been changed since the last time you viewed it" appears when replying to a Thread in the Community even when the status wasn't changed.
Fixed: Who's On density map page links are not set to the correct Google API Key if one has not yet been set.
Security: SmarterTrack will now function properly on FIPS-compliant systems.
Build 9371 (Aug 28, 2025)
Added: A Switch button for database conversion tests that allows administrators to immediately switch over to the newly-created test database versus running the full conversion again.
Added: New Survey Results Report.
Added: Reset button for Roles that resets all permissions to their defaults.
Changed: Negative votes are no longer displayed for Community Threads.
Changed: Sticky Community Threads now have a badge that says "Sticky" versus an icon.
Changed: Survey Breakdowns is now one page instead of individual pages for each type of survey and Group By.
Changed: Survey Performance Report now allows the Report to be grouped by Agents, Departments or Groups.
Changed: The community homepage has been redesigned to make better use of space and allow for easier reading.
Changed: The community moderation area has been redesigned to allow for easier use.
Fixed: A Thread's subject can be encoded when viewed in the Community.
Fixed: Average Idle and Longest Idle don't work as Event arguments in Chat Transferred or Chat Ended events.
Fixed: Conversations page can break for Agents.
Fixed: During a fresh install, entering a Failover License Key can cause an infinite spinning circle in Settings.
Fixed: Moderation page in the Portal does not show reported replies under a thread initially created by a Moderator.
Fixed: Posting to the Community using the latest version of Firefox can fail.
Fixed: Sending messages to other users in the Portal fails when using Postgres.
Fixed: Star Rating Preview click is off by one.
Fixed: Ticket Attachment Size Custom Report doesn't work as expected.
Fixed: Ticket Attachments can overlap when viewing a ticket in the Portal.
Fixed: Top icons on the Portal don't wrap to a new line on some display sizes.
Efficiency: GetModeration count queries was re-worked to be more efficient and accurate.
Efficiency: News Items are now stored similarly to KB articles and Canned Replies so retrieving and displaying news items is more efficient.
Build 9343 (Jul 31, 2025)
Added: A confirmation modal when removing agents from a group.
Changed: Community thread editing is now performed on a separate page.
Changed: The Live Chat coaching color has been updated for dark mode.
Changed: The thread listing under the community page has been updated for better SEO.
Changed: Updated the SMTP/POP/IMAP logs to hide Authentication CMD string and replace with a generic placeholder.
Removed: Removed loading spinners during auto-search of KB articles when submitting a new ticket or thread post.
Fixed: A corrupted user view state triggers repeated occurrences in the Error logs.
Fixed: Agent passwords can be reset even when using AD/LDAP.
Fixed: An issue could prevent Custom Date Time fields in Call Logs from saving properly when using the mobil app.
Fixed: Deleting a user left their community posts in place and cause errors while attempting to remove them.
Fixed: Deleting an agent does not actually remove the agent on Postgres.
Fixed: Editing a question in the Single Submission survey could prevent it from saving.
Fixed: Live Chat allows spaces in email fields, resulting in invalid address details.
Fixed: Single Submission Survey email template fails to save.
Fixed: Star surveys were reported as 4 stars instead of 5.
Fixed: The Reply button dropdown in community posts displayed CSS code instead of the correct text.
Efficiency: Optimized many portal actions to use fewer server and browser resources.
Efficiency: Reduced database queries to improve loading speed for ticket attachments.
Efficiency: Reduced database query loads when displaying community thread information.
Security: Implemented various security fixes; updating to this version or later is highly recommended.
Build 9329 (Jul 17, 2025)
IMPORTANT: The web.config file has changed. If you use a custom web.config, you will need to make updates when installing this version.
Added: Additional bots to the safe bots list.
Added: More custom report date ranges.
Added: More IMAP logging to better show what processes are run.
Added: New background thread to set word count for older ticket messages.
Added: New IP Whitelist to bypass bot protection.
Added: New report "Words Per Response" that tracks the number of words in an outbound ticket reply.
Added: New Security setting to enable protection against malicious bots.
Added: New Star Rating survey question type.
Added: The ability for Surveys to be a single question where the selection is counted as the submission.
Added: Two (2) new Ticket Event Actions for sending a notification to SmarterTrack Mobile directly to the assigned agent or all agents in a Group.
Changed: Default text for the Active Groups Agent Status Event Actions now include the Group the event happened for.
Changed: Headers of Community posts no longer show the number of subscribed users.
Changed: POP connections now determine connection drops instead of waiting for a timeout.
Changed: Robots.txt file now includes a crawl delay to reduce load from unthrottled spiders.
Changed: SQL database conversion now shows the username when using Integrated Authentication.
Changed: Tickets set to auto lock now update ticket timings.
Fixed: "Mark as Resolution" isn't overriding a Problem status in the Community.
Fixed: A conversion error from MySQL to PostgreSQL.
Fixed: A conversion error from PostgreSQL to MS SQL.
Fixed: Character limit isn't being enforced when creating an Agent or User.
Fixed: Custom Report Default Date Range is not used to set a Report Item date range for Custom Reports.
Fixed: Custom Reports show a chart even if the Report Item is set to "None".
Fixed: Custom Reports will only display one chart, not all charts, when viewed in the interface.
Fixed: IMAP can attempt to recreate folders that already exists.
Fixed: Issue that could cause errors when modifying Thread statuses when using PostgreSQL.
Fixed: Issue that could cause login failures on the portal when using PostgreSQL.
Fixed: Issue that could cause users to see an error when trying to open a Community thread when using PostgreSQL.
Fixed: Messages forwarded then imported (POP) into SmarterTrack show the forward address in Reply All.
Fixed: Portal Probation could apply to agents.
Fixed: Posting a reply to a Community thread and marking the post as a resolution creates a PostgreSQL error.
Fixed: Status indicators on Community threads occasionally appear un-styled.
Fixed: The Translation Provider can be saved without entering an API key.
Fixed: Weekly reports show incorrect time-based data depending on the date range that's selected.
Efficiency: Improved performance when taking actions in various areas of the Portal: Knowledge Base Articles, News Items, User Profile, and Conversation areas.
Efficiency: Improved the loading speed of the Froala editor.
Efficiency: Improved the performance of Community administrative actions.
Security: Various security fixes. It is recommended to update to this version or higher.
Build 9299 (Jun 17, 2025)
Added: A new API call "GetAttachmentAllowedMaxSize" to get the maximum size allowed for attachments.
Added: New date range options for Report Items used in custom reports. (E.g., Same Week Last Year)
Added: New probation restriction for Community search results.
Added: PostgreSQL database support.
Added: PostgresSQL as a database conversion option.
Added: The ability to call a webhook as an event action, giving administrators the ability to tie notifications to other applications.
Changed: Community search results are always limited to 5 pages for users not logged in.
Changed: Database conversion now allows administrators to convert to the same database type, except for SQLite.
Changed: The "Avg. Time to Close" label to "Avg. Time Open" on the Ticket Handling Report to better represent what the data is indicating.
Changed: Updated Froala HTML editor.
Fixed: API call "AddMessageToTicketWithAttachments" is not sending attachments external.
Fixed: Issue causing reports for "Agent Survey Performance" to show no data while connected to MySQL.
Fixed: Issue causing the SQLite Database schema version not being set accurately, causing version mismatch when converting from other database types.
Fixed: Issue that could cause attachments to not be added properly if the attachment already existed but was deleted from the attachments folder.
Build 9210 (Mar 20, 2025)
Added: Ability to blacklist an IP from chats.
Added: New User Probation tab for administrators in the Security section, allowing for better User permissions and handling of bans.
Added: When banning a user, it's now possible to hide their posts and block their IP.
Changed: Sitemap creation now uses HTTPS if "Force all traffic over HTTPS" is enabled.
Changed: Sitemap will now exclude removed community posts.
Fixed: API issue where the CC address is being ignored when using "AddMessageToTicketFromUser".
Fixed: Attachment download link from the API is not working.
Fixed: Auto purge thread breaks with exceptions.
Fixed: Call Log Auto Delete thread fails.
Fixed: Importing tickets is failing to process all bounce messages correctly.
Fixed: Merging tickets on MySQL breaks.
Fixed: Some types of email headers indicating bounces were not being interpreted as such.
Fixed: The download link for the API GetTicketMessageAttachment Info displays an "invalid permission" message.
Fixed: The error logs are being filled with error entries from the AutoPurge thread.
Efficiency: Reduced network bandwidth and memory usage on queries involving Ticket messages.
Translations: New translations added for the probation settings for proper display in other languages.
Build 9175 (Feb 13, 2025)
Key Features
File De-duplication to prevent SmarterTrack from keeping more than one copy of an attachment per area. (I.e., Tickets, Chat, etc.)
Support for SQLite as the default database.
Release Notes
Added: A new Database management page that shows information about the current Database.
Added: Additional logging added for some missing MySQL queries.
Added: Detailed logging for ticket attachments, missing queries and indexing.
Added: The ability to convert the current database to a different supported database type from the Database Management page.
Added: The portal’s social network options and icons have been updated to include Bluesky and Threads.
Changed: Added meta tags for the Community search to block search engines from scrolling and indexing all pages.
Changed: Improved how redirects are handled across various pages.
Changed: Updated sitemap to exclude indexing of all community search tags.
Fixed: A permissions issue with Task creation.
Fixed: An issue occurred, triggering an error in the auto-purge thread for deleted departments.
Fixed: Attachments are being blocked from being included in Event emails.
Fixed: Background threads attempting to initiate while the setup wizard is open.
Fixed: Certain SQL Database names could not be used.
Fixed: POP imported tickets with special characters in the body display encoding errors.
Fixed: POP/IMAP email settings, new Call Log/Ticket windows, and the Transfer modal are referencing departments that have been deleted.
Fixed: Recent support tickets are not displaying correctly.
Fixed: Some user caches are not clearing properly when a user is deleted.
Fixed: The default Knowledge Base and News articles on new installations contain help links that are not secured with HTTPS.
Fixed: Trying to send an image through the actions in Events does not display correctly in the inbox.
Efficiency: Cleaned up sitemap creation to not include all of the community tags.
Efficiency: Performance improvements across SmarterTrack.
Efficiency: Updated the community performance for better use of caches (eg. The Community, Ticket Attachments, etc.)
Translations: Updated Translations.
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