SmarterTrack Help

Getting Started

SmarterTrack is a powerful help desk application built for tracking, managing, and reporting on overall customer communications. Use this section of the SmarterTrack Online Help as a quick resource to help you set up the application.

This section assumes you have already installed a database, like Microsoft SQL Server, MySQL or a MySQL variant such as MariaDB, and downloaded the SmarterTrack installation file from the SmarterTools website. Customers using the hosted solution of SmarterTrack do not need to worry about installation. However, hosted service customers will need to complete the Setup Wizard to activate and set up their hosted service.

Below is a quick overview of the setup process once SmarterTrack is installed. For step-by-step instructions on installing SmarterTrack on your own server, please read the Installing SmarterTrack page of this Help file.

Setting Up SmarterTrack

After SmarterTrack is installed, the Getting Started Wizard will load. This step-by-step walkthrough gets SmarterTrack up and running on your web server. The Wizard takes you through things like setting up your database connection, setting up your Administrator account, setting up initial email connections and more.

Database Setup

  1. Database Connection - The first thing you need to do is set up the SmarterTrack database. The Setup Wizard will ask you for the required connection details like the type of database you're using, login information and database name. For more information, see Database Options.
  2. Database Configuration Progress - Once you've entered the details of your database, the progress of the database configuration is displayed. As the setup progresses, you'll be able to see the the creation of the various tables necessary for SmarterTrack to run.

Configuration

After your database is configured, you'll want to add in any licensing information (if you have it...if not, SmarterTrack will run as the Free Edition) and create your first Employee. This Employee will also act as the Administrator for your SmarterTrack installation.

  1. License Setup - The Setup Wizard will ask you for a valid license key to activate the Professional or Enterprise edition of the software. If you choose not to provide a license key, the product will run as the Free edition. For more information, see Activating SmarterTrack. (Installed only.)
  2. Create Employee - As mentioned, this initial Employee will be assigned the administrator role. In addition, your first Employee will be assigned the manager and agent roles. These roles are necessary to edit system settings, add agents and departments and view all areas of the management interface. For more information, see Roles. The Setup Wizard will ask you for the username, display name and password for the account.
  3. Company Setup - Here you'll create your default brand. Brands are one of the top tiers in the organizational structure in SmarterTrack and are used to specify which information is displayed on the self-service portal and to route communications to/from agents and customers. The Setup Wizard will ask you for the name of the company, the website URL, default time zone and the company logo (which will display in the self-service portal). You can add additional brands after completing the Setup Wizard. For more information, see Brands.

Completed

After setting up your license and Employee, you'll have the ability to start exploring SmarterTrack. This page lists, and links to, the 2 main areas of SmarterTrack: the Management Interface and the customer-facing Portal.

  1. Management Interface - This is the "employee" side of SmarterTrack. Here, Administrators will manage the SmarterTrack installation, performing tasks like creating additional Brands as well as the Departments, Groups and Agents that are part of these Brands. (Or just the one Brand, if that's all that's being used.) Managers and Agents will log in to the Management Interface to work on tickets, take live chats, create knowledge base articles and essentially doing their day-to-day tasks.
  2. Portal - This is the "user" side of SmarterTrack. Here, your customers and end users will go to start tickets, start live chats, search knowledge base articles, read your news items and participate in user-to-user communications using the Community.

Regardless of which area you decide to explore first, you'll be logged in as the Administrator / Employee that you created as you went through the Getting Started Wizard. Congrats! You're on your way to offer exceptional customer service using one of the best tools on the market!