There are several important release notes to be aware of before upgrading to this version.
IMPORTANT: Alerts have been replaced with Events, and should be recreated after upgrade from 3.x. (4.0.3387)
IMPORTANT: Signatures have been enhanced and need to be recreated after upgrade. (4.0.3387)
Version 4.9.3799 (May 27, 2010)
Fixed: Required custom fields on the live chat submission page now validate as expected
Fixed: SmarterTrack no longer records an invalid padding error.
Fixed: The language menu on the portal is now set to correspond with the browser's language as expected.
Fixed: The Resolutions tab now functions as expected for tickets with less than 256 characters.
Fixed: The ticket response time summary report now displays accurate results when data is grouped by group.
Version 4.9.3744 (Apr 8, 2010)
Changed: The text box for editing or creating a plain text auto-responder is now bigger to improve usability.
Fixed: Agents can now change their ticket and Live Chat status for a group simultaneously.
Fixed: Auto-responders for tickets submitted via the default brand now display a link to view the ticket online.
Fixed: Auto-responders for tickets submitted via the default brand now display valid links to view suggested Knowledge Base articles.
Fixed: Custom fields now display in the correct order when portal visitors submit tickets or Live Chats.
Fixed: Removing an agent from a group, now reassigns the agent's tickets and Live Chats for that group only. Tickets and Live Chats for other groups are no longer affected.
Fixed: Required custom fields with dropdown lists now function as expected.
Fixed: SmarterTrack's business hour setting in General Settings now uses the server's time zone to determine the time of day.
Fixed: The auto-logout background thread now changes the agent's ticket status to inactive.
Fixed: The image manager for Knowledge Base articles now support uploading images in GIF or PNG formats.
Fixed: The media managers for tickets and Knowledge Base articles now show all files and subdirectories as expected.
Fixed: The portal registration page now uses the default time zone configured on the General Settings page of the management interface.
Fixed: The style of the image, flash, media, and document managers for a Knowledge Base article editor are now consistent with the management interface.
Fixed: The table wizard available when composing new tickets or new Knowledge Base articles now functions as expected.
Fixed: The time of day event condition now displays the time as expected.
Fixed: Ticket replies written in plain text now display the ticket response prefix that was configured on the Ticket Settings page.
Version 4.8.3705 (Feb 22, 2010)
Fixed: Agents and administrators can now perform advanced searches for canned replies by pressing the Enter key from any field on the search page.
Fixed: Agents and administrators can now perform advanced searches for Knowledge Base articles by pressing the Enter key from any field on the search page.
Fixed: Agents and administrators can now perform advanced searches for news items by pressing the Enter key from any field on the search page.
Fixed: The Knowledge Base now functions as expected when performing an advanced search or viewing items by status from the tree view.
Fixed: The users settings page will now load as expected.
Version 4.8.3701 (Feb 18, 2010)
Changed: Results in a Ticket's Resolutions tab are now truncated to the first 256 characters per item.
Changed: The correct icon now displays in the tree view when viewing survey results by agents.
Fixed: Canned replies now insert into Tickets and Live Chats as expected in the Firefox and Internet Explorer browsers.
Fixed: Closing a popup window in the Safari and Chrome browsers now functions as expected.
Fixed: Live Chats now end automatically when the browser is closed.
Fixed: SmarterTrack's default Web server can now be installed on Windows 7 environments.
Fixed: The advanced search feature now functions as expected when specifying multiple custom field parameters to search for Live Chats.
Fixed: The advanced search feature now functions as expected when specifying multiple custom field parameters to search for Tickets.
Fixed: The correct department selection text now displays on the Ticket submission page in the portal.
Fixed: The hyperlink manager now functions as expected.
Fixed: The KB tab for Tickets and Live Chats now displays more relevant results.
Fixed: The Knowledge Base now functions as expected when the SQL server is set up in Turkish.
Version 4.7.3674 (Jan 22, 2010)
Fixed: Live Chats now function as expected with all types of session state servers.
Version 4.7.3673 (Jan 21, 2010)
Added: Primary administrators can now be assigned the agent role.
Fixed: Agents and administators can now use the keyboard to select and open items in grids when using the Chrome or Safari browsers.
Fixed: Custom fields now display as expected when submitting a Ticket via the Portal.
Fixed: Custom fields with drop-down menus can no longer have two options with the same value.
Fixed: SmarterTrack now checks brands for empty host headers that would prevent the brand from working properly.
Fixed: SmarterTrack now checks each brand's host header value for "http://" and removes this prefix.
Fixed: SmarterTrack now checks for duplicate host headers, as using the same host header across multiple brands brands may prevent the brand(s) from working properly.
Fixed: The class used to parse input data in the external provider now functions as expected.
Fixed: The text fields on theTicket compose page now resize when file(s) with a long name are attached to the Ticket.
Fixed: Tickets and Live Chats now retain the default custom field values set in the portal when using the advanced search function in the management interface.
Version 4.7.3666 (Jan 14, 2010)
Fixed: Agents can only specify their status for Live Chat groups in which they belong
Fixed: Email reports will now send as expected
Fixed: The login page no longer displays automatically after setting up the database
Fixed: Ticket and Live Chat submission now function as expected when a state server is used for session objects.
Fixed: WhosOn now functions as expected when a state server is used for session objects.
Version 4.7.3638 (Dec 17, 2009)
Fixed: Agents and system administrators can now view spam and deleted tickets as expected
Fixed: SmarterTrack can now connect to a MySQL or Microsoft SQL database on any port
Version 4.7.3636 (Dec 15, 2009)
Efficiency: Redundant queries no longer occur when logged in as the primary administrator.
Efficiency: Roles and permissions now require less database interaction.
Fixed: Agents can now modify their own custom email footer.
Fixed: Canned replies assigned to Everyone can now be edited by agents.
Fixed: Regenerating a summary report now groups data as expected.
Fixed: Scheduled email reports now function as expected.
Fixed: Signatures now fuction as expected in foreign installations of Micrsoft SQL.
Fixed: The news items page now displays the correct number of items per page in MySQL.
Fixed: The pager on the news items page in the management interface now functions as expected in MySQL.
Fixed: The Safari and Chrome browsers will no longer crash when a pop-up window is closed on a Mac
Fixed: The Tickets preview pane now loads as expected when using custom role permissions.
Fixed: Ticket attachments can now be viewed properly by users in the portal
Fixed: User permissions now function as expected in the portal if a username contains capital letters.
Fixed: Users will now be logged into the management interface and Portal (if applicable) if a username and password is provided as query string arguments for Login.aspx
Version 4.6.3607 (Nov 16, 2009)
Changed: Agents assigned the manager role can no longer access the spool page, as this page is an administrative function.
Fixed: A customer's email address now displays in the management interface without their name or brackets next to them for consistency.
Fixed: A Knowledge Base article with a title in non-Latin characters will now be linked with a valid URL.
Fixed: A News Item with a title in non-Latin characters will now be linked with a valid URL.
Fixed: Agents can now set the priority of a Ticket from the compose window as expected.
Fixed: An ambiguous error is no longer recorded in the error logs when the manage and workspace tree views are updated.
Fixed: Clarified the phrasing of the error message that displays when a CC or BCC email address is invalid.
Fixed: Clarified the phrasing of the error message that displays when an incoming Ticket message is sent from the management interface without a From address.
Fixed: Deleting a Knowledge Base article now updates the cached information displayed in the portal.
Fixed: If a user navigates to an invalid Knowledge Base article in the portal, the user will now be redirected to the Knowledge Base search page
Fixed: Survey invitations sent to customers now include a link to the correct brand's URL
Fixed: System administrators can no longer add the same supported language twice.
Fixed: System administrators now have access to the email footer tab on the Users page in the Organization settings folder.
Fixed: The Knowledge Base area of the portal now functions as expected if the database prefix is not "st_"
Fixed: The management interface now displays as expected when the selected language is not English.
Fixed: The primary administrator can now access the management interface when there is a licensing conflict upon upgrade.
Fixed: The Reply All button in the management interface for Tickets will no longer show duplicate email addresses.
Fixed: The ticket submission form on the portal will now appear as expected when a custom field with a long name is present
Fixed: The Ticketing external provider now functions as expected when Tickets are created or responded to through POP.
Fixed: Ticket auto-responders now suggest related Knowledge Base articles as expected when the database is set up in MySQL.
Fixed: Tickets can now be forwarded to mulitple email addresses via the Tickets tab on the Agents page in the Organization settings folder.
Fixed: Users logged into the management interface are now automatically logged out when the application's machine key changes.
Fixed: Users with verified email addresses can now submit and view Tickets as expected.
Version 4.5.3586 (Oct 26, 2009)
Added: A global AFK toggle available from anywhere in the management interface
Added: A new agent status popup that opens automatically on login
Added: A new general setting for disabling and enabling agent chat rooms
Added: A new general setting for disabling and enabling the agent instant messenger
Added: A new Live Chat hand-off setting for agent inactivity.
Added: A new portal setting for configuring the date range for popular KB articles
Added: A popup when a department is being deleted that allows an action to be taken on Tickets and Live Chats
Added: A popup when a group is being deleted that allows an action to be taken on Tickets and Live Chats
Added: A refresh button on the Live Chat preview pane
Added: A refresh button on the Ticket preview pane
Added: Broadcast messages now display the date and time that the broadcast was issued
Added: Canned replies can now be assigned to everyone
Added: KB searches now support using "+keyword" to only show articles containing that keyword
Added: KB searches now support using "-keyword" to exclude articles containing that keyword
Added: Live Chat links now have the option to render in plain text
Added: The ability to invite website or portal visitors to a Live Chat from the WhosOn density map
Added: When your status changes to AFK automatically a popup now appears notifying you of the change
Added: You can now remove custom variables using the WhosOn tracking script
Changed: A user's email address now must be different from the department's POP address
Changed: Automated event email notifications can no longer be sent to a department's POP address
Changed: Each department now must have a different POP address
Changed: Microsoft Virtual Earth has been replaced with Microsoft Bing Maps
Changed: Only one department and group can be deleted at a time now
Changed: System administrators and agents can no longer send email to a department's POP address
Changed: The management interface is now a separate login from the portal
Changed: The news icon no longer displays in the portal if there are no news items available
Efficiency: All user role data is now cached on the server to increase performance
Efficiency: Ticket advanced searches are now faster in MySQL when searching for a ticket number
Fixed: Agents will remain active in Live Chat after the thresholds on the Live Chat Settings page have been reached
Fixed: An error message now displays if you attempt to send a Ticket without a To address
Fixed: Comments added to new Tickets now display correctly
Fixed: Custom manager roles will now grant access to the manage tab correctly
Fixed: Custom reports will now export correctly when you have more than 10 report items
Fixed: Duplicate WhosOn filters no longer show up when switching between Manage and Workspace
Fixed: Emails can now be sent with multiple commas for one address
Fixed: Inactive Live Chats and agent IMs now display content correctly in the Conversation tab
Fixed: Items can no longer be related to a deleted ticket
Fixed: Live Chat and Ticket popups now resize correctly in Google Chrome
Fixed: Live Chat comments now display correctly
Fixed: Live Chat links now show the offline image when Live Chat is offline
Fixed: Live Chat links will now use their assigned CSS classes
Fixed: Live Chats will no longer automatically transfer when the agent has had the last response
Fixed: News items with a summary that is 256 characters long can now be saved correctly in MySQL
Fixed: Opening a deleted ticket in a new window will no longer show options for an active ticket
Fixed: Private KBs accessed from the management interface now load as expected in the portal?
Fixed: Reports will now export correctly in CSV when it contains values over a thousand.
Fixed: Surveys can now be sent to yahoo email addresses
Fixed: Surveys sent to a customer will always appear in the survey results now
Fixed: The agent status popup now aligns its column headers properly in Internet Explorer
Fixed: The automatic hand-off settings for Live Chat will now take into consideration the last time the agent typed something
Fixed: The date and time a Ticket was closed now display after the status has been changed in the Compose window
Fixed: The density map pins now refresh as expected
Fixed: The email address custom field when viewing a ticket will now check for a valid email address
Fixed: The first page of a grid will now show the correct number of rows
Fixed: The front-line group for a department can not be deleted now
Fixed: The Live Chat preview pane now loads the correct buttons after completing an advanced search
Fixed: The Live Chat preview pane now resizes as expected after the Refresh button is clicked
Fixed: The Live Chat window now functions as expected when a Live Chat has ended
Fixed: The Live Chat window's KB tab will now only show articles relative to it's current brand
Fixed: The news item window will now show a more detailed message when an error occurs
Fixed: The preview pane and Live Chat window will now resize and appear correctly in Google Chrome
Fixed: The Send button on a customer's Live Chat window now aligns itself to the Compose text box
Fixed: The sidebar on the news item page in the portal no longer shows unnecessary white space
Fixed: The Ticket window's KB tab will now only show articles relative to the it's current brand
Fixed: The total result count for KB articles shown in the portal will now be correct by brand
Fixed: The tree view in the management interface no longer displays a random error popup when the session has been lost
Fixed: The tree view will now update it's Ticket and Live Chat counts correctly
Fixed: The web service method used to generate a link to a ticket in the portal now accepts brand as a parameter
Fixed: Ticket trend reports will now only show data in the selected date range
Fixed: Tickets can now be purged correctly
Fixed: Tickets containing curly braces in the To and CC address fields now display properly
Fixed: Translatable strings are now translating more strings of text throughout the interface
Fixed: When a KB article is opened from a brand it isn't assigned to it will no longer show the contents
Fixed: When responding to a ticket the preview pane for the current ticket is now automatically updated
Fixed: When you delete a user their custom roles will now also be deleted
Fixed: When you select a different record in WhosOn the last tab will now be shown in the preview pane.
Fixed: WhosOn custom variables will now display in alphabetical order by their key values
Fixed: WhosOn will no longer assume the localhost address for host name and host domain after being idle a long time
Fixed: WhosOn will now size it's columns correctly and allow for sortable column headers
Fixed: You can now search for a private KB article by ID in the portal
Version 4.0.3504 (Aug 5, 2009)
Added: Advanced searches for Tickets and Live Chats now show results when enter is pressed
Added: The ability to disable emailing a list of Tickets to a specific address from the portal
Added: The ability to pass a user's brand ID and name to the login external provider when authenticating via the portal
Fixed: All summary reports now use the correct UTC conversion when obtaining data
Fixed: Custom Ticket roles now work properly for agents that are also registered users
Fixed: Customers can now view Tickets imported via POP in the portal
Fixed: Emails larger than 65 KB can now be imported via POP when using MySQL
Fixed: KB article links in auto responders now use the appropriate brand's URL
Fixed: Some missing language strings in the audit reports have been added
Fixed: The audit summary reports now show the correct data when a single date is selected
Fixed: The Manage tree view now shows the correct number of Tickets and Live Chats for each brand
Fixed: The page title and history for visitors recorded in WhosOn are now encoded for HTML
Fixed: The portal now show news items that match the user's language preferences
Fixed: The search field for KB articles in the portal is now encoded for HTML
Fixed: The Ticket and Live Chat number shown after getting assistance is now linked to its related item
Fixed: The Workspace tree view now shows the correct number of Tickets and Live Chats in an agent's queue
Fixed: The Workspace tree view now shows the number of Tickets and Live Chats that the agent has access to
Fixed: You can now send replies to Tickets when a signature is unavailable
Version 4.0.3483 (Jul 15, 2009)
Added: A general setting for customizing which file extensions are acceptable in the document manager
Added: A new Web service method for GetTicketURL in Services/svcTickets.asmx
Added: A WhosOn setting for customizing the callback interval for website and portal visitors
Added: The ability to choose the sort order of columns using the Columns button in the actions toolbar
Added: Updated browser detection routines for new platforms in WhosOn and Live Chats
Changed: Changing the order of custom field templates and survey questions is now easier
Changed: Managers must also be assigned the agent role to have access to the management interface
Changed: System administrators are now the only role with the ability to edit the maximum number of active Live Chats an agent may be assigned
Changed: The column selector has been moved to a button in the actions toolbar
Efficiency: Loading and replying to Tickets in SQL is now significantly faster
Efficiency: WhosOn now consumes less memory and starts fewer active sessions for site or portal visitors
Fixed: Advanced Ticket searches now work correctly with the active or waiting status option selected
Fixed: All SMTP connections can now deliver emails to addresses containing angle brackets
Fixed: Auto-closed emails are now delivered properly if the recipient's address contains a first and last name
Fixed: Autoresponder links are now coded to display the appropriate brand when viewing Tickets in the portal
Fixed: Changes to hourly costs now display correctly after clicking the Save button
Fixed: Changes to the Purge Idle Users setting in WhosOn now displays correctly after clicking the Save button
Fixed: Closed and locked Tickets are now sorted properly in the closed Ticket view
Fixed: Exported reports with comma separated values now function as expected
Fixed: Handlers throughout SmarterTrack are now more secure against script injection
Fixed: Hourly costs for agents can now be set if the locale is set to Dutch
Fixed: Pressing CTRL+Z while typing in a WYSIWYG editor now works as expected in Google Chrome
Fixed: Saving an event action without a value now displays an error message
Fixed: Searches for Knowledge Base articles by ID now work as expected in the portal
Fixed: SmarterTrack automatically checks for duplicate values when adding a new translatable string
Fixed: SmarterTrack will now try to delete any messages remaining on the server after a POP import
Fixed: The compose area for Tickets in plain text nows resize correctly
Fixed: The CustomerEmailVerification email template now uses the appropriate brand's mail settings to confirm a user's registered email address
Fixed: The ForgotLogin email template now uses the appropriate brand's mail settings to send password information to users
Fixed: The image for displaying related items in a Ticket now displays correctly
Fixed: The Send and Transfer button now works as expected when viewing a Ticket in the main window
Fixed: The signature now remains intact when toggling between incoming and outgoing Ticket views.
Fixed: The tree view now loads properly when logging in as an agent after being logged in as an admin
Fixed: There is now a limit to the number of items displayed per page of survey results
Fixed: Ticket headers now display correctly in plain text
Fixed: Ticket signatures now display correctly in plain text
Fixed: WhosOn now calls back to the server on a steady interval
Version 4.0.3435 (May 28, 2009)
Added: A Reply All button for Tickets
Added: The ability for WhosOn to report to multiple servers for the same Web site
Changed: The Auto-Logout field for agent group settings is now configurable by minutes
Changed: The customer's avatar and name no longer display as related items in the Communication tab of a Ticket
Efficiency: Active, waiting, and closed Tickets now load faster in MySQL
Efficiency: Performing an advanced search for Tickets will now process faster in MySQL
Fixed: Advanced searches by email address now display results properly
Fixed: Deleting agents after a survey is sent no longer affects the customer's ability to submit the survey
Fixed: KB article searches now return results for all brands
Fixed: Language strings can now be saved as the default name
Fixed: Surveys now function as expected when a customer chooses not to respond to a yes/no question
Fixed: The ability to email a list of previously submitted Tickets is only available if mail settings are set up for the brand
Fixed: The ability to email a list of previously submitted Tickets to a customer is now limited by brand
Fixed: The link in auto-responders to view Tickets in the portal now works correctly, regardless of locale
Fixed: The Related Items tab of a Ticket is no longer blank if the Ticket isn't assigned to the agent
Fixed: The Remember Me checkbox in the portal now works as expected
Fixed: The setting for handing off Live Chats without a response is now labeled correctly
Fixed: The survey breakdown reports now work with databases configured with a table prefix other than "st_"
Fixed: The Test Settings buttons for department POP and SMTP settings now work as expected
Fixed: The Ticket grid now updates when the main window is used for composing new Tickets
Fixed: The Ticket Handling summary and trend reports now work in MySQL
Fixed: WhosOn now works on sites that are partially set up with SSL certificates
Version 4.0.3413 (May 6, 2009)
Fixed: A licensing error will no longer occur if you upgrade SmarterTrack using a MySQL database
Fixed: Parent level KB categories will now show up in the portal if a subcategory contains articles for the current brand
Fixed: Supported languages can now be deleted if they were being used by a translatable string
Version 4.0.3411 (May 4, 2009)
Added: A new event action setting that includes the text of a custom Ticket message in the conversation thread
Added: A new event action setting that resets idle time when custom Ticket messages are sent
Added: A new setting that limits the number of waiting Tickets processed by the Ticket idle event
Added: New Live Chat grid columns that list the customer's display name and username
Added: New Ticket grid columns that list the customer's display name and username
Added: The ability to track a registered user's full name, username, and email address via WhosOn when the user is logged in to the portal
Added: The ability to view which brand a Live Chat belongs to via the Live Chats grid, preview pane, and pop-up window
Added: The ability to view which brand a Ticket belongs via the Tickets grid, preview pane, and pop-up window
Changed: Surveys sent to a customer as a response to a Ticket now use the department's mail settings instead of brand
Changed: The idle parameter for Ticket idle events is now a required condition
Changed: The Ticket idle event can now be configured for waiting Tickets
Changed: Tickets that are replied to using the send and transfer method now include any transfer notes above the response
Fixed: All survey-based reports now show data appropriate to the time frame selected
Fixed: Custom reports can now properly be exported via CSV and TAB
Fixed: Modifying default roles no longer limits portal functionality
Fixed: Session state now displays information in the left tree view correctly
Fixed: Survey reports filtered by agent or survey type now display properly
Fixed: Surveys sent to a customer as a response to a Ticket can now be initiated by the system properly
Fixed: The Comment Type variable now properly inserts into event actions for Ticket comments
Fixed: The KB articles view in the portal now shows categories that contain at least one article for the current brand
Fixed: The KB Contribution trend report now work properly in MySQL
Fixed: The KB Popularity trend report now work properly in MySQL
Fixed: The KB Searches trend report now work properly in MySQL
Fixed: The KB Searches Without Results report now work properly in MySQL
Fixed: The KB Searches Without Views report now work properly in MySQL
Fixed: The Live Chat window no longer rapidly refreshes when a Live Chat is transferred to the queue
Fixed: The Ticket Comment Added event now fires once as designed
Version 4.0.3399 (Apr 22, 2009)
Added: A new optional field has been added to live chat links that allows you to choose a new navigate url when chat is online
Added: A new WhosOn node for All Visitors has been added that displays all visitors on your tracked sites regardless of brand or filter
Changed: Miscellaneous text changes to enhance the user experience
Efficiency: Background update script made more efficient
Fixed: An exception will no longer get thrown in the KeepAlive function for GetChatNotifications()
Fixed: Company names or site titles over 50 characters in length will no longer cause upgrade to stall
Fixed: Email template editor will no longer resize incorrectly
Fixed: If you add a custom field to a signature and attempt to reply to an existing ticket it will now properly use it
Fixed: If you delete a custom field that's being used in signatures it will no longer throw an exception when composing a ticket or reply
Fixed: KeepAlive function will no longer throw an error when you log into an agent account when there are no departments configured in the system
Fixed: Many departments and agents will no longer cause the left side to stop updating
Fixed: MySql users will now be able to modify existing roles
Fixed: The Live Chat page in the Management Interface will no longer refresh multiple times after it is taken from the queue
Fixed: The Live Chat preview pane will no longer show the agent popup page when the chat is transferred
Fixed: The portal will no longer load in the inner frame of the management interface when you are logged out automatically
Fixed: The ticket external provider will now allow tickets to be submitted even when an error occurs in the external web service
Fixed: The tree view will now function properly if an existing agent has its agent role removed
Version 4.0.3387 (Apr 10, 2009)
IMPORTANT: Alerts have been replaced with Events, and should be recreated after upgrade from 3.x.
IMPORTANT: Signatures have been enhanced and need to be recreated after upgrade.
Added: A broadcast message feature that allows organizations to send messages to all active sessions and users on the portal (such as a message notifiying portal visitors that a server is going down)
Added: A broadcast message feature that allows organizations to send messages to all active sessions and users on the Web site (such as a message notifiying Web site visitors that a server is going down)
Added: A broadcast message feature that allows system administrators to send messages to all active sessions and users on the management interface (such as a message notifying agents that a server is going down)
Added: A delivery delay setting to the email settings page so that real-time antivirus or tools can act on messages within the spool
Added: A Live Chat summary page that displays upon completion of a Live Chat. This page allows customers to email a copy of the Live Chat to themselves, review a transcript of the chat, or provide feedback through a defined survey.
Added: A setting to limit the type of attachments that can or can’t be accepted
Added: A spool page in the system settings folder to monitor and manage (retry, view, delete) outgoing and incoming emails
Added: A survey rating system that makes it easier to review results and performance
Added: A survey system
Added: A WhosOn preview pane that provides detailed information related to each session and user on the Web site, portal or management interface
Added: Additional filtering options to monitor active sessions and users
Added: Additional roles. Available roles include: Everyone, Manager, Agent, Registered User, Registered User with Verified Email, System Administrator, and Database Administrator
Added: Agent messaging via instant messenger (IM)
Added: Agent messaging via permanent chat rooms
Added: Brands and their associated departments and agents are displayed in the tree view
Added: Company logo can be added in the setup wizard
Added: Completion of custom fields can now be required before a Ticket can be closed by an agent
Added: Currency formats for all known locales in General Settings
Added: Custom field support for departments, groups, users, and brands
Added: Detection of bad URLs being pushed to end users in Live Chat
Added: Dynamic signatures with variables based upon unique field information from departments and brands
Added: Events have been added to monitor all aspects of the new survey system based on results or completion
Added: Folder name now shows in Portal when using KB search
Added: Google translate can now be used when editing KB articles if multiple supported languages configured
Added: Google Translate feature for Live Chat. Both native and converted language will be displayed to each user, allowing agents to support users with different languages
Added: Languages can be assigned to agents and departments to aid intelligent Ticket and Live Chat routing
Added: Links to other translations appear on KB articles within the portal for informational purposes.
Added: More RAD windows throughout the application to improve usability
Added: New field validation controls to all of SmarterTrack for consistent error-checking and messages
Added: New grid control for WhosOn allowing for unlimited number of active sessions and users
Added: Public facing text is translatable by administrator (portal titles, department names etc.)
Added: Related translation support for KB articles
Added: Related translation support for news items
Added: Reports for the new survey system at the system, department, or agent level
Added: Required custom fields are now marked with red asterisks
Added: Spam and Delete buttons to the Ticket pop-up window
Added: Statistics tabs to the preview pane for KB articles, news, and canned replies
Added: Support for multiple brands
Added: Survey actions that allow surveys to be launched based upon any system or user event
Added: Table wizard feature available from a button in the WYSIWYG editor
Added: The ability to access the complete history of an IM for Sarbanes Oxley compliance.
Added: The ability to add multiple attachments when creating a Ticket via the portal
Added: The ability to add variables to emails. Variabales are now available from a button in the WYSIWYG editor.
Added: The ability to assign agents to multiple Brands
Added: The ability to assign different email addresses to brands
Added: The ability to associate WhosOn, KB articles, news and languages to brands
Added: The ability to automatically display surveys to customers upon ending a Live Chat
Added: The ability to collect and monitor custom data in WhosOn, such as shopping cart items, etc.
Added: The ability to configure roles can be configured for both agents and end-users
Added: The ability to configure the Live Chat department selection text that appears in portal
Added: The ability to configure the portal show KB articles and new items of the active language
Added: The ability to configure the Ticket department selection text that appears in portal
Added: The ability to create custom roles
Added: The ability to define signatures at the system level and by brand
Added: The ability to extend the portal with tabs and custom development or tools
Added: The ability to filter canned replies by language
Added: The ability to observe chat rooms without joining them
Added: The ability to restrict agent access to KB, news, reporting, Ticket deletion, Ticket purging, and more
Added: The ability to review all survey results for a particular agent
Added: The ability to review all survey results for a particular survey
Added: The ability to set permissions to join chat rooms
Added: The ability to use Live Chats and IM simultaneously
Added: The ability to use the Get Assistance from Tickets and Live Chats
Added: Undo/redo feature available from a button in the WYSIWYG editor
Added: Web service has been added to perform “garbage collection” from third-party tools to optimize performance
Added: Web service has been added to search articles in a specific parent folder
Changed: Captcha control was replaced with an image-based system for better rendering in some browsers
Changed: Chat sounds have been re-recorded to improve sound quality
Changed: Cleaned up language files and reduced overall language strings to simplify translations
Changed: Existing signatures are now considered to be a footer to a Ticket. Signatures should be re-created within the new signature settings area.
Changed: File manager icons have been combined into a drop-down list within the WYSIWYG editor
Changed: Grid controls are now more efficient
Changed: Grids that do not have lot of rows no longer have a pager at the bottom and will list all items
Changed: If no actions are available upon logout, the pop-up window will not appear
Changed: KB article view permissions field no longer exists. A role should be assigned to manage permissions
Changed: Live Chat coaching area now has a brighter color so it is more noticeable
Changed: Live Chat coaching now displays to the right of both printed and inactive Live Chat transcripts
Changed: Live Chat push pages have been re-designed
Changed: New icons for KB, news, surveys, and more
Changed: Registered Users and Registered Users with Verified Email Addresses are now unique roles
Changed: Skin overrides for agents are now enabled new installations
Changed: SMTP and POP password fields now mask the password for security
Changed: The Live Chat window now closes when the session is transferred to another agent
Changed: The new footer for a Ticket field has been disabled by default as new generic Signatures will be enabled and should be modified.
Changed: Ticket conversations show conversations more efficiently and no longer have empty space
Changed: To avoid looping, emails can no longer be forwarded to department email addresses
Changed: To prevent looping, auto-responders can no longer be sent to department email addresses
Changed: To prevent looping, quality control emails can no longer be sent to department email addresses
Changed: Uploaded avatars automatically adjust to the required size
Changed: When closing a Live Chat window without ending the chat, a warning window launches that Live Chat is still active
Changed: When Live Chat sessions end, the Live Chat window will turn gray and cannot be edited
Changed: WhosOn now displays the first item in the list automatically
Changed: Workspace and Manage areas have new dedicated areas for Ticket, Live Chat, WhosOn, Instant Messenge,r and Chat Rooms to improve the user experience
Efficiency: Advanced searches are much faster than in previous versions
Efficiency: Clicking Transfer on a Ticket now functions efficiently
Efficiency: New controls and libraries have been updated to reduce overall page sizes, increase speed, and improve browser compatibility
Efficiency: Reduced the number of images used in the portal to reduce download times
Efficiency: Reduced the number of threads SmarterTrack uses
Efficiency: Search token stats re-calculation has been improved significantly
Efficiency: The left tree view in the Manage and Workspace areas is more efficient and displays current read and unread items more effectively
Efficiency: The number of queries SmarterTrack makes to the database has been drastically reduced to improve the overall performance of the application
Efficiency: WYSIWYG editor is faster and more efficient across browsers
Fixed: Attachments are now properly associated to the primary Ticket when Tickets are merged
Fixed: Business hours conflicts with UTC upon carry-over from previous days now behave as expected and do not fail
Fixed: Changes have been made to reduce the possibility of messages duplicating themselves in Live Chat on slow connections.
Fixed: Cleaner error messages now appear when a failed connection occurs from an external provider
Fixed: Custom fields now set as expected for invited Live Chats
Fixed: Default user compose font changed to Tahoma 10pt.
Fixed: Email Address is no longer listed twice in the search bar for Tickets
Fixed: Get from Queue button should not appear on the Global Tickets and Live Chat pages
Fixed: Get from Queue page refreshes efficiently with improved AJAX control
Fixed: Max Upload size for all file managers in WYSIWYG editor now matches the max upload size set in the web.config file
Fixed: Primary administrator cannot be accidentally deleted