SmarterTrack 12.x Help

Tickets Overview

SmarterTrack's ticketing feature provides businesses with a powerful information distribution system that gives agents total control of all related communications, including emails, notes, and associated live chats and call logs. To access your tickets, click the Tickets icon. Depending on the role you are assigned, you'll see 2 folders for Queue and My Tickets or 3 folders for Queue, My Tickets and Global Tickets.

For help understanding the different areas of the tickets section, see the tickets interface diagram.

For more detail on the ticketing interface, please refer to Viewing Tickets.

Navigating SmarterTrack's Ticket Interface

My Tickets vs. Global Tickets

The My Tickets section of SmarterTrack organizes all of the tickets for which a particular agent is responsible. When an agent accesses My Tickets by clicking it in the navigation pane, all active tickets for the agent will load in the content pane. If there are active tickets waiting for the agent's attention, a number will be listed in parentheses next to the Active menu item. My Tickets also gives agents the ability to see any Waiting and Closed (and Closed and Locked) tickets that have previous responses.

Administrators and managers who are members of multiple groups may want to view tickets in the SmarterTrack system coming into those groups to better evaluate the actual ticket needs of the organization or to gain valuable insight into company operations. To view all tickets in SmarterTrack, an agent, manager or administrator MUST be a member of all groups within SmarterTrack. At the very least, they need to be members of multiple groups in order to see tickets and live chats for those groups. Once this is done, they simply click Global Tickets in the navigation pane.

Regardless of whether you're accessing My Tickets or Global Tickets, all active tickets in the system will load in the content pane when you open the respective ticket section. In general, the following columns will be available, though you can modify which columns appear, as well as the column widths, as needed, using the View menu:

  • Status - The current status of the ticket. The status column includes:
      • Whether a ticket is Active, Waiting, Closed or Closed and Locked
      • The follow-up status of the ticket. Note: Tickets scheduled for follow-up will appear as Waiting.
      • The priority level of the ticket - low, normal, high or urgent.
      • Whether the ticket is pinned to the agent. Pinning a ticket to an agent means that agent will always be assigned the ticket, regardless of the ticket distribution method used. For more information on distribution methods, see Ticket Distribution Methods.
  • Subject - Similar to the subject line of an email, this is a user-generated phrase that usually describes the ticket. The subject phrase is entered by the user (customer) when the ticket is submitted. Very long subject phrases are truncated.
  • Email - The email address of the individual that submitted the ticket.
  • Department - The department that is assigned to this ticket.
  • Group - The group that is assigned to this ticket.
  • Agent - The agent that is assigned to this ticket.
  • Priority - The priority level of the ticket.
  • Messages - The number of emails that have gone back and forth between the agent and customer.
  • Idle - The amount of time that has passed since a ticket action has occurred.
  • Survey Results - By default, tickets without a survey will display five empty stars. If a surevy was filled out, the star rating for the survey response will be displayed.


Clicking on any column header allows you to sort that column in either ascending or descending order. Final sort order uses the ticket's idle time as the deciding factor. For example, 10 tickets from the same customer will sort from least idle to most idle, or vice versa, when sorting the Email column in either ascending or descending order. In terms of the Status column, tickets sort from left to right, meaning they sort by status, then whether a follow-up is scheduled, then the ticket's priority, then whether it is pinned to an agent (or vice versa, depening on an ascending or descending sort order). Even in this scenario, however, idle time is the last item used to determine the eventual sort order.

Performing Ticket Actions

In general, the following options are available from the content pane toolbar:

  • New - Creates a new ticket. For more information, see Creating New Tickets.
  • Actions - Click this button and select the appropriate option to transfer tickets, mark tickets for follow-up or change the status or priority of tickets. Setting options such as Status, Follow-up, Priority and Pin will display as an icon in the Status column of the content pane. Each icon will have a color assigned based on the severity level of the setting. Generally, colors denote the following:
      • Grey - Low priority, no follow-up or pin.
      • Green - Active status or normal priority.
      • Yellow - Waiting status or follow-up scheduled but not overdue.
      • Red - Closed status, high priority or follow-up past due.
      • Red with Exclamation Point (Priority only) - Urgent priority.
      • Red with lock (Status only) - Closed and locked.
      • Blue (Pin only) - Pinned to agent.
    • Select All - Selects all of the tickets in the content pane.
    • Merge - Combines the contents of multiple tickets, with the ticket properties inherited from the primary ticket. For more information on merging tickets, see Merging Tickets.
    • Transfer - Transfers the selected ticket(s) to another group or agent. For more information on transferring a ticket, see Transferring Tickets.
    • Status - To change the status of a ticket or to pin a ticket, select the appropriate option:
      • Active - Choosing this option will mark all selected tickets as active. Generally, a ticket would be marked active when an agent is working on it.
      • Waiting - Choosing this option will mark all selected tickets as waiting. Generally, a ticket is marked as waiting when the agent is waiting for a customer reply or action. tickets marked as waiting will not appear in the active tickets section and may be set to close automatically. Note: The administrator sets the length of time a ticket will remain in waiting status before it auto-closes.
      • Closed - Choosing this option will mark all selected tickets as closed. Generally, a ticket is marked as closed when the agent has resolved the customer's issue.
      • Closed and Locked - Choosing this option will mark all selected tickets as closed and prohibits the customer from reopening the ticket. This option is generally used if a customer has a tendency of reopening existing tickets when new tickets should be created. Note: If the ticket message is bounced, the ticket will return to active status. For example, after responding to a ticket, an agent may mark the ticket as closed and locked. If that ticket response is undeliverable, the system will receive a non-delivery report and the ticket will revert to active status.
    • Follow-up - To schedule or remove a follow-up for a ticket, select the appropriate option:
      • Schedule - Choosing this option will assign a timeframe for which the agent will follow up on the ticket. When a ticket is ready for follow up, SmarterTrack automatically moves it to active status.
      • Remove - Choosing this option will remove any follow-up assigned to a ticket. The ticket will be moved to the status (active, closed, or waiting) that it was in prior to being assigned a follow-up.
    • Priority - To change the priority level of a ticket, select the appropriate option:
      • Low - The selected tickets have a low priority and will be sorted toward the bottom of the lists.
      • Normal - The selected tickets have a normal or unspecified priority level.
      • High - The selected tickets are a high priority and will be sorted toward the top of the lists.
      • Urgent - The selected tickets are very important and will show at the top of the lists.
    • Pin - To pin or unpin the selected ticket(s), select the appropriate option. Note: Tickets cannot be pinned unless they are in an active group. Therefore, tickets in the queue cannot be pinned to an agent.
      • Pin Ticket - Choosing this option will ensure that the ticket will not be assigned to another agent. A pinned ticket will remain assigned to you even if you log out and hand-off your tickets. If a ticket is pinned, all correspondence relating to the ticket will be assigned to you, reglardless of your status. Note: If the administrator enables automatic ticket rebalancing, pinned tickets may be reassigned.
      • Unpin Ticket - Choosing this option will allow the ticket to be assigned to another agent.
  • View - Click this button and select the appropriate option to refresh the page or choose the details that are displayed about a ticket in the navigation pane.
    • Visible Fields - This option allows you to choose which columns are displayed in the navigation pane. You are also able to set the column widths for each item that displays, allowing you to conform your content pane to fit any standard screen resolution. Each column has a default width specified, but these defaults can be modified as needed.
  • Delete - Click this button to delete the selected ticket(s). For more information on deleted tickets, see Deleting Tickets.