SmarterTrack 12.x Help

Getting Started

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

Note: This section assumes you have already installed a database, like Microsoft SQL Server or SQL Server Express, and downloaded the SmarterTrack installation file (Installed only). Customers using the hosted solution of SmarterTrack do not need to worry about installation because the database and installation file are already on SmarterTools' servers. However, hosted service customers will need to complete the Setup Wizard to activate and set up their hosted service.

Setting Up SmarterTrack

  1. Getting Started Page - After SmarterTrack is installed, a Getting Started webpage will load. This page includes a video walkthrough of the various pieces of SmarterTrack, including the self-service Web portal and the management interface, as well as a link to launch the Setup Wizard.
  2. Database Connection - 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 Setting Up the Database. (Installed only.)
  3. Database Configuration Progress - This page displays the progress of the database configuration.
  4. 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.)
  5. Create Account - This initial account will be assigned the administrator, 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.
  6. Company Information - 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.
  7. Departments - Here you'll select any departments you want to set up. The Setup Wizard will provide you with a list of the most commonly used departments within most organizations. Select as many as you want to add. If you want to modify or add other departments not listed, you can do that after completing the Setup Wizard. For more information, see Departments. Note: At least one department must be selected to complete the setup process. This is because, like brands, departments are an integral part of the organizational structure for routing communications to/from customers and agents.
  8. Default Email Setup - Here you'll configure the default email address SmarterTrack will use to send tickets. You'll need to know your SMTP server, SMTP server port and the username and password you use to authenticate with the SMTP server (if SMTP authentication is required) to complete this step. If you don't have this information, you'll need to contact your email provider to get it. If you want to use different email addresses for various brands or departments, you can set that up after completing the Setup Wizard. For more information, see the Email settings.
  9. When you click Finish in the Setup Wizard, you will be automatically logged into SmarterTrack's self-service portal using the account you created earlier. Here you'll see a welcome message, as well as some additional instructions on how you can get started customizing your help desk to meet your company's unique needs. To continue configuring your brands, departments, agents and more, click on the system administrator display name (the one you configured in step 5) in the upper right corner and select Management Interface.

Recommended Step to Secure Your Installation

  1. By default, SmarterTrack installs a basic Web server that allows companies to start using the application immediately after installation. However, SmarterTools recommends moving to a more robust and secure Web server, such as Microsoft IIS. For more information, see Running as an IIS site. (Installed only.)