SmarterTrack 12.x Help

Types of Users

There are two primary types of people that will use your SmarterTrack installation:

  • Users (customers and/or end users) will use the portal to search for information in the Knowledge Base, participate in your online Community, start tickets or initiate live chats with company representatives. Because one of the goals of SmarterTrack is to enable users to use self-service resources to find solutions to issues before using a more expensive form of support, end users can create an account for portal access by default.
  • Agents (employees) will use SmarterTrack's management interface to interact with users and set up all aspects of the system. Any employees that will communicate with customers or end users via email, tickets or live chats should be added as agents in SmarterTrack. Unlike users, agents must be created by an administrator and be given the role of "agent" so they can access the management interface and interact with users.

Users

Each individual that visits your portal or sends an email to your company is considered a user. Because all users are assigned roles (which define permissions and dictate which features the user has access to) companies can restrict a user's access or ability to perform certain actions. Depending on the user's role, companies can:

  • Allow only certain types of users access to parts of the Knowledge Base.
  • Allow only registered users to submit tickets or start live chats.
  • Configure custom icons (custom links) on the homepage of the portal to only show for certain types (roles) of users.

Generally, companies will require users to login to the portal before they can perform such functions. However, administrators can configure SmarterTrack to hide the concept of logging in from customers by allowing anonymous access to certain functions.

Agents

Each employee that accesses SmarterTrack's management interface is considered an agent. Because SmarterTrack tracks, documents and reports on all customer communications and agent actions, it is important that every agent has his/her own account and login. This will ensure proper reporting and auditing and avoid confusion.

Some of your agents, such as your support/sales staff, may be full-time SmarterTrack users. These agents will spend the majority of their time actively working in the management interface, watching tickets and responding to live chats.

Other agents, such as your development staff or managers, may be part-time SmarterTrack users. Generally, these agents will login to SmarterTrack once or twice a day, or when needed. To ensure these users receive immediate notification when new tickets or other events occur, SmarterTools recommends that they use SmarterNotify. In addition, agents can set up events that can notify them when a new ticket is assigned to them, when a follow-up comes due, when a user replies to a ticket and more.

Agents needing supervisory access to the SmarterTrack system should be assigned the "manager" role, in addition to the "agent" role. This will allow them to manage and view other agents' tickets and live chats.