December 15, 2014
We’re excited to announce the BETA of the next version of our popular helpdesk: SmarterTrack 11.x! Customers using the hosted solution at http://www.SmarterTrack.com will continue to run the latest production release until SmarterTrack 11.x is fully released to the public in the first quarter of 2015.
Over the last few major releases, we’ve focused on providing you tools to effectively communicate with your customers through an intuitive, self-service Portal and an interactive, online Community. With SmarterTrack 11.x, we focused on bringing two additions that have been heavily requested throughout the years: the ability to group all communication from a company/organization while also simplifying the initial setup and day-to-day administration of SmarterTrack. You’ll see both of these features in SmarterTrack and much more! While we couldn’t incorporate everyone’s ideas, we prioritized the wants of our users and partners to create a new version of SmarterTrack that we think you’ll be really happy with.
Let’s take a look at what’s new!
Easy Setup and Day-to-Day Configuration
With every major release, SmarterTrack has continued to grow, with new features added as well as improvements made to the already extensive feature set. With this release, it was time to take a look at the overall workflow and redesign the Settings area to make the initial setup and the day-to-day administration much easier.
SmarterTrack 11.x brings you a complete overhaul of the Settings section, making everything incredibly easy to find and ridding the interface of unnecessary settings. We looked at which settings were being used most by agents and administrators and how those settings interact with each other. We consolidated features and functions, reduced the number of settings and pages and drastically improved the overall structure. We think you’ll find it as efficient and streamlined as we do.
While a change this big could sound overwhelming, there’s no need to be concerned: Along with being more intuitive, every change will be updated in the Online Help, and we created a handy KB article, SmarterTrack 11.x Settings Redesign, so you can see where each setting is now located and what, exactly, has changed.
Introducing Users and Organizations
SmarterTrack 11.x introduces a new Users and Organizations section into SmarterTrack’s Management Interface, allowing agents to view all communications from multiple users within the same organization. Often times, multiple people from one company will be in communication with your agents and now all that information can be collated in one place. Common scenarios where this can be used include multiple customers from the same organization inquiring about purchasing a product or multiple employees from a company requesting a resolution to a similar issue. By associating multiple users to an organization, agents will no longer have to browse through tickets or users; they can simply choose the company the customer is associated with and they’ll see all the information they need.
Easily View All User Information
User Details has always been an important tool in viewing all interaction from a single user. With SmarterTrack 11.x, we’ve made it even easier to get to and it now provides more useful information! Simply click on a user’s email address, whether in a ticket, live chat, or call log, and you’re presented with all the communications through tickets, live chats, calls and surveys, as well as their profile information and any roles they are assigned. You can add a comment about the user that other agents can see, modify any custom fields, view their history, such as their login dates and dates of their latest interactions, and even see statistics on how often they’ve been in contact with your company. Having all of a user’s information easily presented in a neat layout brings yet another CRM attribute into your powerful helpdesk system.
View All Recent Ticket Activity in One Location
When things get busy, and agents see a large number of tickets coming in and leaving their queues, it can be difficult to remember where every ticket has gone. SmarterTrack 11.x resolves this with the new Recent Activity and Recently Transferred ticket views. Say you added a comment to an old ticket but can’t recall if it’s in your Waiting or Closed queue. Worry no more with Recent Activity! All tickets that have been modified in any way will appear, whether you’ve simply added a comment, changed the priority or sent a ticket response. Using the Recently Transferred ticket view, you can even see tickets that have left your queue altogether, regardless of whether they were taken by another agent or transferred out. SmarterTrack continues giving agents the tools they need to improve their workflow and give them the time to focus on what really matters: your customers.
Community Improvements for Both Customers and Agents
The Community has been a great addition to SmarterTrack by allowing agents and customers to collaborate on problems or ideas and get questions answered. In this latest version, we continue to amp up the Community with features that make it more intuitive and user friendly. Customers will be pleased to see that they can now add a personal touch to each of their posts with the ability to add custom avatars, as well as signatures! On the management side of things, new community reports have been created that show just how engaged your employees are with your community, making quality control simpler than ever.
Numerous Security and Efficiency Improvements
With each major version of SmarterTrack that’s released, we do our best to include a large number of back-end improvements to keep help desks performing at their best and to ensure the security of the software. Many of these changes are in the back-end code, so they’re not easily seen by end users, much less by system administrators – except when they notice how much better SmarterTrack runs. In this most recent version, we spent a great deal of time benchmarking SmarterTrack and then making changes to increase the level of performance and security across the board.
Is that all?!
Of course not! SmarterTrack 11.x offers many more features and improvements. You’ll find them in the release notes we’ll post in the SmarterTrack 11.x BETA category in the SmarterTools Community, but here are a few more that might be of interest:
- Sort settings for Tickets, Chats, Tasks, and Call Logs are now stored in a cookie allowing for the same settings to be applied across sessions.
- It’s now possible to limit an agent’s workload with an overall ticket limit.
- URLs posted in the Community will now automatically hyperlink to their destinations.
- Agents and end users are now subscribed to threads automatically that match your specified criteria with system events.
- Time logs can be automatically created for call logs, tickets, and live chats.
- More profile information can now be stored for users.
Getting Started with the BETA
To get your hands on the BETA simply visit the SmarterTrack 11.x BETA Information thread, where you’ll see how to:
- Sign up for the BETA
- Get a special BETA license key
- Download the latest BETA release (we update it regularly)
- Communicate with other BETA testers and the SmarterTools development team
- Stay up-to-date on the latest release note and BETA news