SmarterTrack Release Notes

Issue Tracking and Online Help Desk

Important Notes

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

  • IMPORTANT: Managers now only have access to tickets, live chats and call logs for the departments of which they are a member. (8.0.4563)
  • IMPORTANT: Search definitions can no longer be configured. External providers should be used instead. (8.0.4563)
  • IMPORTANT: Who's On is now disabled by default. This functionality can be re-enabled by an administrator via the Who's On settings page. (8.0.4563)

8.6.4898 (May 30, 2013)

  • Fixed: Customers logging into the portal to see their tickets will no longer see tickets from other users with email addresses that match theirs but are prefixed with another word separated by a dot or comma.

8.6.4807 (Feb 28, 2013)

  • Fixed: Category list in Time logs is now sorted correctly in the management interface.
  • Fixed: Category list in Time logs now displays properly in the mobile interface.
  • Fixed: MySQL installations with Master Categories set for Time Logs will now upgrade correctly.
  • Fixed: MySQL will no longer crash on upgrade.
  • Fixed: Response time calculations will now properly take into account holidays and business hours. Old data will be automatically fixed.
  • Fixed: Response times for tickets are now much more accurate. Existing data is re-calculated automatically.
  • Fixed: Web Service svcKB.GetFolders will now return root folders when parentFolderID is 0
  • Fixed: Web Service svcKB.SearchKBArticles and SearchKBArticlesUnderFolder will now operate in the context of the user credentials passed to it.

8.6.4786 (Feb 7, 2013)

  • Efficiency: VOIP: SmarterTrack Communicator performance enhanced by reducing number of necessary calls to SmarterTrack.
  • Fixed: Deleting feedback from Knowledge Base articles now functions properly.
  • Fixed: Event conditions for departments, groups, and agents will no longer show range and above/below options.
  • Fixed: History will now be added for ticket messages created through web services.
  • Fixed: Knowledge base articles which contain a feedback item that isn't associated to a user account will no longer cause an error in the management interface.
  • Fixed: The AddMessageToTicket web service now returns a proper error message if SMTP information is missing and option was sent to send email.
  • Fixed: The views column will no longer appear outside of the popular articles area in the portal.
  • Fixed: Tickets, Chats, and Call Logs can now be searched by their numbers without having to include dashes.
  • Fixed: Users who verify their email address and then change it will now be required to verify their new email address.

8.5.4703 (Nov 16, 2012)

  • Added: An open-source module for integrating SmarterTrack with WHMCS is now available.
  • Efficiency: Events based on ticket idle time will now use less CPU and memory.
  • Efficiency: Increased the responsiveness of the management interface when switching between sections.
  • Fixed: A live chat invitation offered through a system level Who's On event will no longer reappear after a user has rejected it.
  • Fixed: An error will no longer occur when using MySQL and displaying views in the management interface.
  • Fixed: SmarterTrack Communicator: Call logs deleted because the call duration was less than the minimum time specified in SmarterTrack's VOIP settings will now show a message bar at the top of the call log informing the agent that the call log was deleted.
  • Fixed: SmarterTrack Communicator: Fixed an issue that could cause the Communicator to stop working after the computer wakes from being in sleep mode.
  • Fixed: SmarterTrack Communicator: The Communicator will now attempt to reconnect to the VOIP server if the connection is lost.
  • Fixed: The last item in grid views throughout the management interface will no longer randomly appear twice.

8.4.4695 (Nov 8, 2012)

  • Changed: Both username and password fields must be completed before pressing enter to log into the management interface.
  • Fixed: Color schemes will now be properly applied to the portal and management interface.
  • Fixed: Configuring the Included Web Server to listen on All IP Addresses will now function correctly.
  • Fixed: Deleting all news items from the system will no longer cause an error to be shown in the management interface.
  • Fixed: Email addresses and phone numbers will now be clickable in the ticket communication view.
  • Fixed: Failed SMTP connections due to authentication will now be reattempted instead of deleted.
  • Fixed: Internet Explorer will no longer lock up while using the management interface for several hours.
  • Fixed: System event actions based on ticket messages will now use custom fields correctly.
  • Fixed: The date and time on ticket communication in the portal will now be correctly based on the user's selected time zone.
  • Fixed: The spool will now sort correctly when there are more than 75 items.

8.4.4682 (Oct 26, 2012)

  • Added: Ticket setting to prevent more than 3 duplicate emails in 30 minutes from the same email address.
  • Added: When a manual event occurs a new historical event entry will now be recorded in a ticket, chat, call log, and task's history tab.
  • Changed: Attachment views in the ticket, live chat, and call log sections will now be sorted by the date they were created in descending order.
  • Changed: The agent's user name will now be used for the #agent# variable in knowledge base article type event actions.
  • Efficiency: CPU will now remain at normal levels if an SMTP server is available for connections but cannot receive data over SSL or TLS.
  • Efficiency: The management interface will now function significantly faster in Internet Explorer.
  • Fixed: A message separator in an agent's signature will no longer break the ticket communication view.
  • Fixed: Clicking on by agent tree view items will now only show items that are On Hold, In Progress, or In Review.
  • Fixed: Installer now functions properly on Windows Server 2012 and Windows 8.
  • Fixed: Internet Explorer will no longer require using compatibility mode when accessing SmarterTrack.
  • Fixed: Knowledge base article comments can now be deleted properly.
  • Fixed: Live chats can now be viewed properly in the mobile interface.
  • Fixed: More than one chat will now appear in the inactive instant message grid view.
  • Fixed: Saving a draft ticket message will no longer potentially fire ticket message sent events.
  • Fixed: Scrolling arrows will now appear properly on canned reply folders.
  • Fixed: SmarterTrack Communicator: The application will no longer crash from time to time after completing a call.
  • Fixed: Status images will now appear correctly in the ticket and live chat grid view in IE 7 and IE 8.
  • Fixed: Survey questions can now be edited when SmarterTrack is using a State Server or SQL Server for Session State data.
  • Fixed: The edit menu for ticket communication items will no longer appear underneath other buttons when using Chrome.
  • Fixed: The GetTasksByUser web service method in svcTasks.asmx now functions as expected.
  • Fixed: The number of tickets and chats shown in the mobile interface is now accurate.
  • Fixed: Tickets are now sorted correctly when changing between pages on the portal.
  • Fixed: Using single or double quotations in a follow-up or transfer comment will no longer cause the item to fail to save.

8.3.4653 (Sep 27, 2012)

  • Added: SmarterTrack Communicator: A splash screen will now be displayed to show progress when launching the Communicator or adding accounts.
  • Added: SmarterTrack Communicator: The Communicator will now connect to servers that require SSL connections.
  • Efficiency: Reduced the amount of cookie data necessary to load the management interface.
  • Efficiency: The management interface will now load faster when there are a lot of departments, groups, and brands configured.
  • Fixed: Advanced searches that contain special characters will no longer occasionally reset the grid's content.
  • Fixed: Agent tree nodes have been corrected to only load items relative to the parent tree node the agent node is nested under.
  • Fixed: An error message will now be shown if you try to send a ticket message while an attachment is uploading.
  • Fixed: Associated signatures will now be automatically deleted when a brand, department, or group is deleted.
  • Fixed: Attachments can no longer get sent with other ticket messages if the attachment was saved as a draft or the upload did not complete properly.
  • Fixed: Call logs can now be transferred properly when deleting departments and groups.
  • Fixed: Custom reports now show the correct time frame in the management interface.
  • Fixed: Custom user email footers are now usable when a global signature has not been defined.
  • Fixed: If live chat hand-off settings are configured and cherry picking is set as the distribution method agents will no longer be randomly marked as unavailable.
  • Fixed: Managers can now view survey answers as expected.
  • Fixed: POP importing will no longer prevent multiple messages from the same address from submitting tickets.
  • Fixed: Related tickets can now be detached properly from live chats
  • Fixed: SmarterTrack Communicator: An error will no longer randomly occur when adding additional accounts to the Communicator.
  • Fixed: SmarterTrack Communicator: Removing an account that is currently selected will no longer cause the Communicator to stop working.
  • Fixed: SmarterTrack Communicator: The call selection window opened by clicking on a phone number inside of SmarterTrack's management interface now loads correctly.
  • Fixed: SmarterTrack Communicator: The Communicator will no longer fail to load if a user's hard drive is too full.
  • Fixed: SmarterTrack Communicator: The Communicator will no longer stop working if all accounts are removed and the program is restarted.
  • Fixed: SmarterTrack Communicator: The incoming ringer sound now functions as expected and will no longer randomly cut out.
  • Fixed: Special characters will now be encoded properly when used in the To, CC, and BCC fields of ticket messages.
  • Fixed: The call confirmation window in the management interface no longer shows buttons on two lines.
  • Fixed: The live chat link settings page now generates the correct deferred chat scripts.
  • Fixed: The mobile interface will now encode ticket messages correctly.
  • Fixed: The send response to ticket event action will now properly utilize the Use Signature setting.
  • Fixed: The share button in the portal's knowledge base will no longer appear if no social networks have been configured.
  • Fixed: The Views column in the News section will now correctly show the number of times that news item has been viewed.
  • Fixed: There is now more spacing between paragraphs in the communication view of tickets.
  • Fixed: Tickets will no longer be automatically assigned to agents when cherry picking is the selected distribution method and an agent's receiving status is changed.
  • Fixed: Time zone information has been updated for daylight savings time.

8.2.4632 (Sep 6, 2012)

  • Added: Add menu on tickets now contains an option for Resolution.
  • Changed: Additional extensions will now be allowed for agent and user file uploads by default.
  • Changed: Additional root level headings in the tickets, chats, and call logs tree view are now clickable
  • Changed: Chat idle events will now run for chats currently in the queue.
  • Changed: Column prefix text has been removed from the Insert Canned Reply popup.
  • Changed: Counts are now showed next to department, group, and user level headings in the tree view of tickets, chats, and call logs
  • Changed: Deleted tickets, chats, call logs, and tasks can now be searched for from the advanced search page and undeleted.
  • Changed: Department selection text now supports HTML.
  • Changed: SmarterTrack Communicator: The file names for recorded phone conversations will now include the call log number.
  • Changed: SmarterTrack Communicator: The time for call logs is now displayed in local time rather than UTC.
  • Changed: When selecting the start date in a task, the due date will now be adjusted to an hour after the time selected for the start date.
  • Efficiency: All sections will no longer be preloaded on initial load, resulting in a faster loading time.
  • Efficiency: Significantly improved CPU usage and performance of web interface when many brands and/or departments existed in a SmarterTrack installation.
  • Efficiency: SmarterTrack Communicator: Call recordings will now upload as a single audio file with the periods a customer is on hold edited out.
  • Efficiency: SmarterTrack Communicator: Recorded call audio files will now upload faster on most systems.
  • Efficiency: SmarterTrack Communicator: The client now uses less CPU and memory.
  • Fixed: A ticket's HTML view will now strip all potentially dangerous scripts.
  • Fixed: After scrolling, dropdown menus in the portal will now appear correctly.
  • Fixed: Agent status window will now function properly if you have a user in the same VOIP account group more than once.
  • Fixed: An issue, affecting some installs of Internet Explorer, that would cause live chats to be disconnected immediately upon creation has been fixed.
  • Fixed: Clicking "All Visitors" in Who's On now clears your previously selected filter.
  • Fixed: Closing a ticket that has a followup now removes the followup.
  • Fixed: Closing the window of an active live chat now prompts to ensure that the agent wants to close it.
  • Fixed: Custom fields can now be edited from the Compose tab of call logs as expected.
  • Fixed: Custom fields of the data type Date, DateTime, and Time, now show the correct value after editing one from the custom fields widget.
  • Fixed: Custom fields with the datatype of date, datetime, or time, now fill the current date and time when loading.
  • Fixed: Doing an advanced search for ticket, chat, or call log number no longer requires the dashes in the number.
  • Fixed: Group and Department Dashboards, as well as the Active Groups popup, are now ordered by Department then Group
  • Fixed: HTML line breaks are now properly preserved in emails.
  • Fixed: International characters in a subject of an email will no longer cause encoding errors on ticket forwarding.
  • Fixed: Links that do not contain a root or base url that start with "/" now will be checked via the broken link scanner with the base url appended to the beginning.
  • Fixed: New tickets can no longer be created through POP when users are configured without the Registered User role and the account does not accept new tickets.
  • Fixed: Queue and global ticket and chat counts in the tree view are now accurate.
  • Fixed: Replying to a ticket will no longer include the department's email address.
  • Fixed: Show HTML option when viewing a ticket now functions as expected.
  • Fixed: Signatures with horizontal rules will no longer break the tickets view.
  • Fixed: SmarterTrack Communicator will now start and stop recording properly.
  • Fixed: SmarterTrack Communicator: An issue causing the Communicator to not record the entire call conversation has been fixed.
  • Fixed: SmarterTrack Communicator: An issue that could cause multiple call recordings to be attached to a call log that they were not associated to has been fixed.
  • Fixed: SmarterTrack Communicator: An issue that could cause the hold button to stop functioning has been fixed.
  • Fixed: SmarterTrack Communicator: If a call ends while on hold the hold button will now properly reset itself.
  • Fixed: SmarterTrack Communicator: The line selection drop down list will no longer blink or reset the selected item while opened.
  • Fixed: The all visitors tree option in Who's On now shows visitors based on the brand selected
  • Fixed: The attach files button now functions as expected when replying to a ticket.
  • Fixed: The body of the ticket is now passed to the ticket external provider.
  • Fixed: The call overview report now displays data correctly when grouped by a custom field value
  • Fixed: The dropdown list for group selection in VOIP settings will now only display the groups the selected agent belongs to.
  • Fixed: The file manager for kb articles correctly uploads files.
  • Fixed: The management interface's forgot password link will now send an email with the password variable properly filled out.
  • Fixed: The ModifyCallLog web service call will no longer change the call log number of the call log being modified.
  • Fixed: The sidebar link for News in the Portal will now be hidden when the display news items setting is disabled.
  • Fixed: There is no longer a javascript error occuring when an attachment upload fails.
  • Fixed: Tree node counts are now updated on time and correctly.
  • Fixed: When adding a ticket to a new call log, the signature for the ticket is now filled out correctly on load.
  • Fixed: When creating new tickets, custom field values in the custom field widget will no longer have incorrect default values.
  • Fixed: When following a link to view a ticket on the portal and you are not logged in you will get an appropriate error message as well as be redirected to the ticket upon login.
  • Fixed: While editing a KB folder, the drop down list of parent folders is now ordered in alphabetical order.
  • Removed: The ability to view previously attached files and add new files when composing a new ticket message.

8.1.4597 (Aug 2, 2012)

  • Added: Custom fields can now be edited on the compose tab of call logs.
  • Added: SmarterTicket can now be updated to the latest version of SmarterTrack using the SmarterTrack Converter.
  • Added: The ability to clone a department.
  • Added: The ability to clone an employee account.
  • Added: The content of a ticket message is now passed with the ticket external provider
  • Added: Web service calls for KB articles now returns the article's language.
  • Changed: Unnecessary buttons and menu options on the ticket compose window have been removed for simplicity.
  • Efficiency: Error messages relating to file attachments now match their respective errors more effectively.
  • Fixed: Adding a related ticket to a new call log now functions as expected.
  • Fixed: Adding a ticket from a call log now correctly loads the custom field template for the ticket.
  • Fixed: Adding a ticket from a live chat now correctly loads the custom field template for the ticket.
  • Fixed: An error will no longer occur when saving a role when SmarterTrack is using a MySQL database.
  • Fixed: An issue preventing custom fields to correctly restrain to minimum and maximum width values has been fixed.
  • Fixed: An issue that prevented some events from firing has been fixed.
  • Fixed: Attachments now follow extension rules specified in general settings as well as provide a more accurate error message on failure.
  • Fixed: Creating a new call log will now refresh the grid as expected.
  • Fixed: Departments and groups that don't have live chat enabled will no longer appear in the live chat tree view.
  • Fixed: Fixed an issue where grids in the KB Article window would lose data when linking a translation article.
  • Fixed: Host headers for brands are no longer case sensitive.
  • Fixed: Improved the validation of email addresses when saving a user
  • Fixed: Inserting images into a knowledge base article now functions as expected.
  • Fixed: Manual event actions are no longer available when creating new tickets, call logs, tasks, or knowledge base articles.
  • Fixed: News item content is now encoded properly for special characters.
  • Fixed: Saving a custom field on a ticket that was created from a chat or call log will no longer revert the custom field template to the department that is selected on the chat or call log if a different department had been selected on the ticket.
  • Fixed: Selecting send and transfer when sending a reply to a ticket now functions as expected when auto-assign is selected for the agent.
  • Fixed: Sending a canned reply through a system event now properly displays the sent message in the associated ticket's communication section.
  • Fixed: Systems events that fire when a task is due now function as expected.
  • Fixed: Testing SMTP settings while navigating through the setup wizard now functions as expected.
  • Fixed: The assistance menu is now visible when using professional edition.
  • Fixed: The language menu will now appear correctly when viewing the portal in a right-to-left language.
  • Fixed: Upgrading SmarterTrack while using MySQL version 5.5.25a will now function as expected.
  • Fixed: When adding a ticket to a call log or chat, the group and agent selections will now match the item you are adding the ticket to.

8.0.4576 (Jul 12, 2012)

  • Added: A Group column has been added to the VOIP Accounts settings page.
  • Added: The Queue is now available in the user dashboard.
  • Changed: Disabling POP for a department will now completely remove all POP settings.
  • Fixed: A user's display name, email address and username will no longer include trailing or leading white space when being saved.
  • Fixed: Administrators can now delete a Department if its the only department in the system.
  • Fixed: Agents can now immediately create, then close, a ticket when the 'require resolution before closing' option is checked and a resolution is provided and saved.
  • Fixed: All appropriate Departments and Groups will now be shown in drop down menus throughout the management interface.
  • Fixed: An "expired" error message will no longer appear for attachments that have just been uploaded.
  • Fixed: Clicking department tree view items in the ticket section will no longer occasionally load other sections.
  • Fixed: Confirmation modal windows will now close when deleting multiple items in the content pane.
  • Fixed: Custom fields shown on the compose tab can now be set properly when creating a new ticket.
  • Fixed: Custom links for the portal can now be saved as expected.
  • Fixed: Logging out when there are no groups to transfer active tickets to will no longer show an error message.
  • Fixed: Removing an Agent from a Group now functions as expected.
  • Fixed: Switching sections when you're not an agent now functions as expected.
  • Fixed: The AddTicketFromCustomer web service now uses the agent ID to assign the ticket to the proper agent.
  • Fixed: The Agent role can now be removed from the last agent in the system.
  • Fixed: The contents of the ticket compose window will now appear correctly in all browsers.
  • Fixed: The correct tree view node will now be selected when switching between sections of the management interface.
  • Fixed: The dashboards can now be opened properly when using Internet Explorer.
  • Fixed: The initial width and height of the dashboards in the management interface have been resized to accommodate smaller resolutions.
  • Fixed: The last item in the grid view will no longer be cut off if there is a horizontal scroll bar
  • Fixed: The live chat window will now re-size appropriately after the chat has ended.
  • Fixed: The Users Setting page is now accessible in all installations using MySQL.
  • Fixed: The Who's On thread will no longer appear as an available thread on the Optimization settings page if Who's On is disabled.
  • Fixed: Transferring a ticket and selecting Pin Ticket will now properly pin the ticket to the selected agent.

8.0.4563 (Jun 28, 2012)

  • IMPORTANT: Managers now only have access to tickets, live chats and call logs for the departments of which they are a member.
  • IMPORTANT: Search definitions can no longer be configured. External providers should be used instead.
  • IMPORTANT: Who's On is now disabled by default. This functionality can be re-enabled by an administrator via the Who's On settings page.
  • Added: A column for date in the news content pane.
  • Added: A link has been added to the mobile interface for easily navigating back to the management interface.
  • Added: A new brand selector that allows agents to easily view work items for the desired brand.
  • Added: A new column is available in the ticket workload and summary reports for number of tickets closed by customers
  • Added: A new column to the ticket status report to show the total amount of tickets closed by customers.
  • Added: A new event condition for the day of week.
  • Added: A new event for when tickets are closed by end users.
  • Added: A new user and department dashboard has been added and is accessible next to the global availability menu.
  • Added: A system-level event action for calling a web page.
  • Added: A task scheduler that automatically creates tasks at a future date.
  • Added: A warning message can be configured to display to the last agent to log out of live chats or go unavailable.
  • Added: Administrators can now manage employee events.
  • Added: Agents can change a customer's email address from within a ticket.
  • Added: Agents can now add internal comments on knowledge base articles.
  • Added: Agents can now add internal comments on the user details page.
  • Added: Agents can now preview a canned reply before inserting it into a ticket or live chat.
  • Added: Agents can perform an advanced search for the customer's username.
  • Added: An option to disable the system from automatically marking knowledge base articles as stale.
  • Added: An option to hide the recent news box on the portal.
  • Added: An option to restrict the data on response time reports for tickets based on business hours.
  • Added: An optional column for the date the task was completed in the tasks content pane.
  • Added: An optional column for the date the task was completed in the tasks content pane.
  • Added: Knowledge base articles and news items can now be scanned for broken hyperlinks.
  • Added: Knowledge base articles display which articles visitors viewed prior to the current article.
  • Added: Master categories can be configured and assigned to tasks for organizational purposes.
  • Added: Priority is now an available visible field in the tasks content pane.
  • Added: SmarterTrack Communicator, a SIP-compliant VoIP softphone.
  • Added: SMTP and POP connections throughout the system support TLS.
  • Added: System administrators can now disable an end user's ability to close tickets from the portal
  • Added: System administrators can test settings for external providers.
  • Added: System administrators can test SMTP settings when completing the database wizard.
  • Added: The ability to add custom fields as columns in the ticket, live chat, and call log sections of the management interface.
  • Added: The ability to assign knowledge base articles to agents.
  • Added: The ability to attach files to call logs.
  • Added: The ability to change column widths. As a result all columns will be reset to their initial view on upgrade.
  • Added: The ability to change the subject of a ticket without having to reply first.
  • Added: The ability to configure phone numbers for users.
  • Added: The ability to create manual events with specific criteria and actions that can be executed by an agent on a ticket, live chat, call log, task or knowledge base article.
  • Added: The ability to display agent avatars on tickets.
  • Added: The ability to display RSS feeds in the portal.
  • Added: The ability to edit custom fields in the Communication tab of tickets and live chats.
  • Added: The ability to exclude departments from the live chat submission form in the portal.
  • Added: The ability to leave emails on the mail server when importing new tickets via POP.
  • Added: The ability to override CSS styles and customize the portal or management interface without making changes to configuration files or changing skins.
  • Added: The ability to re-send a ticket reply to a customer quickly.
  • Added: The ability to restrict users from changing their phone number.
  • Added: The ability to sort items listed in the content pane by clicking on the column heading.
  • Added: The ability to use your agent's signature when using the event system to send replies to customers.
  • Added: The ability to view user details by clicking an email address.
  • Added: The Active Groups popup now has the ability to see whether an agent is available in the SmarterTrack Communicator.
  • Added: The custom fields control now appears on the Compose tab when writing a new ticket message.
  • Added: The option to disable end users from changing their phone number via the portal.
  • Added: The Survey Results grid now has a column showing which item the survey is related to.
  • Added: Ticket messages can now be saved as draft.
  • Added: To improve usability, some tabs in the management interface indicate the number of items.
  • Added: User comments that are displayed across tickets, live chats and call logs to help agents better assist customers.
  • Added: User information retrieved from an external provider is now displayed in live chats.
  • Added: Web services documentation is now available to system administrators from the settings section of the management interface.
  • Added: You can now quickly cycle between Communication items in a ticket by using arrow buttons next to the Actions menu.
  • Changed: A cancel button is now available for knowledge base article feedback in the portal.
  • Changed: Agent status and AFK have been moved to the Availability menu at the top of the management interface. In addition, AFK has been renamed as "available" or "unavailable."
  • Changed: Agents can now view auto-suggested knowledge base articles and resolutions from the Assistance menu of tickets, live chats and call logs. Agents can request help from other agents from the Assistance menu of tickets, live chats and call logs.
  • Changed: All deletions performed in the management interface now ask for confirmation first.
  • Changed: All icons have been removed from all tree menus.
  • Changed: All pre-existing draft messages must now be sent or removed before a ticket can be transferred to another agent.
  • Changed: Attachments to tickets can now be added via a button on the toolbar.
  • Changed: Comments may now only be edited by the agent who created the comment and may only be deleted by the creator, a manager or system administrator.
  • Changed: Comments now refer to internal comments made by agents on tickets, live chats, call logs, knowledge base article and user accounts. The ability to make a public post on a knowledge base article is now called feedback.
  • Changed: Comments, attachments and time logs now have separate tabs within a ticket or live chat.
  • Changed: Creating a new task now defaults to today's date.
  • Changed: Draft messages will now be used by default when loading a new reply to an existing ticket.
  • Changed: Follow Up is no longer an available tree view option in the ticket section.
  • Changed: Google Analytics tracking on the portal now records traffic to the live chat submission page.
  • Changed: Grid views throughout the management interface no longer have a Refresh button as the grids now update automatically.
  • Changed: Headers in the management interface now include more information about the item the agent is viewing.
  • Changed: It is now easier to reply or close tickets from the portal.
  • Changed: Items within grid views throughout the management interface will no longer be bold if the item is unread.
  • Changed: Minimum and maximum widths have been set for each configurable column in the management interface.
  • Changed: Misc. interface items have been changed for consistency.
  • Changed: Miscellaneous interface changes for efficiency and consistency.
  • Changed: Modal windows throughout the management interface have been redesigned.
  • Changed: New tickets can now be sent with a follow up.
  • Changed: Performed miscellaneous changes to the knowledge base section to improve usability.
  • Changed: Platform definitions have been updated to support many new devices, such as the iPad, iPhone and Android. They also detect existing platforms better and provide more information, such as specific models of BlackBerry devices. Browser detection is also more complete.
  • Changed: Redesigned the Communication tab of tickets to improve usability.
  • Changed: Removing the agent role from a user now transfers the agents tasks to another agent.
  • Changed: Status columns throughout the management interface are now represented via icons in this order: Status, Follow-up, Priority and Pin.
  • Changed: Survey results can no longer be deleted.
  • Changed: Taking a ticket now opens the ticket in a new window.
  • Changed: The availability menu at the top right hand corner of the management interface now changes colors to represent your current status.
  • Changed: The by agent tree node in the ticket and live chat sections now only displays agents that can be managed by the current user.
  • Changed: The chat welcome message is now configurable at the department level.
  • Changed: The default encryption method setting for SMTP and POP accounts has been changed to "none."
  • Changed: The Details tab in tickets, live chats and call log sections has been renamed to History.
  • Changed: The favorite report functionality has been removed in favor of custom reports. Existing favorite reports will be automatically converted to Custom Reports.
  • Changed: The history tab of tickets, chats and call logs no longer show a description of the item you are viewing.
  • Changed: The management interface has been overhauled for usability and efficiency.
  • Changed: The preview pane for tasks now functions more like other sections.
  • Changed: The preview pane is now located at the bottom of the management interface.
  • Changed: The Push Page feature for chat is now enabled by default.
  • Changed: The Queue is now the first option in the tree view of ticket and live chat sections.
  • Changed: The Send File feature for chat is now enabled by default.
  • Changed: The task system has been redesigned to increase functionality and improve usability.
  • Changed: The user details page now shows call logs that pertain to the user's phone number and / or email address.
  • Changed: Time log categories have been incorporated into master categories.
  • Changed: To improve efficiency, the default sort on various grid views were changed.
  • Changed: Today's date will now be selected by default when scheduling a follow up for a ticket.
  • Changed: Tree views in various sections have been rearranged for ease of use.
  • Changed: When the management interface loads all sections will now be immediately available.
  • Changed: When you add more agents than your license allows an error message will now be shown on the user settings page indicating your license limit.
  • Efficiency: Certain scripts load from a CDN. This behavior can now be changed from the web.config file.
  • Efficiency: Grid views throughout the interface now interact with the database less often and load faster.
  • Efficiency: Optimized queries related to auto locking to reduce processes on larger environments.
  • Efficiency: Overall javascript size has been reduced and minified for faster page loading.
  • Efficiency: Performed miscellaneous changes to improve overall CPU and memory utilization.
  • Efficiency: Reduced database requirements for storing and calculating statistics.
  • Efficiency: Reduced the number of database queries necessary for processing statistics for reports and counts in the tree view.
  • Efficiency: Resources on pages throughout the management interface have been optimized for quicker loading time and efficiency.
  • Fixed: An agent's signature and custom field values will now load correctly when adding a ticket from a chat or call log.
  • Fixed: An error message now displays when an invalid date range is entered for reports.
  • Fixed: Clicking cancel at the end of the submit ticket process will no longer occasionally show an internal department error.
  • Fixed: Disabling ratings will now remove the ratings column from the knowledge base area of the portal.
  • Fixed: Foreign characters in knowledge base article URLs now display correctly.
  • Fixed: Grid views on the user details popup can now be sorted by clicking on the column's title.
  • Fixed: Grids indicate which column data is being sorted by upon initial load of the section.
  • Fixed: Horizontal position in a grid is now remembered when the grid view is updated.
  • Fixed: If SmarterTrack's system settings file cannot be found and a custom app data path has been provided an error message will now be shown as expected.
  • Fixed: Knowledge base articles can now be searched for the word IP.
  • Fixed: Live chat link scripts no longer cause pages to run slowly when the SmarterTrack server is unavailable.
  • Fixed: Reports now display the correct edition and version when emailed.
  • Fixed: Signatures and custom fields will now be loaded correctly when attaching a ticket to a chat or call log.
  • Fixed: Sort order and field are now remembered between different pages of the management interface.
  • Fixed: Starting a ticket from a chat will now auto populate relevant data from the chat into the ticket.
  • Fixed: The CAPTCHA text when submitting a ticket will now change if there is an error during submission.
  • Fixed: The end user's chat window will no longer scroll down automatically when the agent is not typing.
  • Fixed: The management interface now functions better in Internet Explorer 7.
  • Fixed: The max results option in advanced search now functions as expected.
  • Fixed: The portal is now able to function within an iframe.
  • Fixed: The send and transfer option for tickets now sends the ticket before transferring it to the designated agent.
  • Fixed: The subject in tasks is now encoded properly.
  • Fixed: Tree view item selections are now remembered when navigating between sections in the management interface.
  • Fixed: When a database upgrade task fails, the upgrade process no longer continues.
  • Fixed: When accessing SmarterTrack via HTTPS certain resources are now loaded as expected.
  • Removed: Active Chat Groups has been removed from the tree view in the live chat section.
  • Removed: Active Ticket Groups has been removed from the tree view in the ticket section.
  • Removed: Deleted items and spam can no longer be viewed in any section in the management interface. Automated cleaner processes will remove older deleted tickets.
  • Removed: Organizational custom fields are no longer available in Brand, Department, and Group settings pages.
  • Removed: The default invitation message has been removed from the user settings page.
  • Removed: The option to disable ticket and live chat viewing for employees that are not members of a specific department has been removed. Users may no longer view items for departments they are not a member of.
  • Removed: The review/stale functionality has been removed from canned replies.
  • Removed: The time on page label shown in the footer of tickets, chats, and call logs no longer appears.
  • Security: Accessing a ticket through a link now requires you to be logged in or to input the email address of the ticket owner.
  • Security: The ability to configure password requirements for agent and administrator logins to the management interface.
  • Security: The ability to detect and stop brute force login attempts to the management interface and portal.