SmarterTrack 9.x Help
This documentation is for a product that is no longer supported by SmarterTools.


A brand is the top level of the SmarterTrack help desk. For smaller companies, the brand is just another name for the company itself, and there will be just one brand in SmarterTrack. However, companies with different divisions may want to use SmarterTrack to manage all company communications, separately, for all divisions. In addition, some companies have different brands that specialize in specific products and/or clientele. SmarterTrack can accommodate either scenario by allowing companies to set up separate brands without having to install multiple different instances of SmarterTrack. In addition, agents can work with customers in each brand separately, and customers of each brand can access customized and brand-specific Web portals.

Features that support branding include tickets, live chats, knowledge base articles, news items and the portal interface. Departments can also be assigned to support specific brands.

To access this section, click the settings icon. Then expand System Settings and Organization and click Brands in the navigation pane. Any brands associated to your company will load in the content pane.

In general, the following columns are available:

  • Checkbox - Use these boxes to select multiple brands. Brands must be selected before choosing an action from the toolbar.
  • Brand Name - The name of the brand.
  • Host Header - The host header to which a brand is assigned.

The following options are available from the content pane toolbar:

  • New - Creates a new brand.
  • Edit - Allows the administrator to make changes to a brand's settings.
  • Delete - Permanently deletes the selected brand(s).

To view the settings for a specific brand, simply double-click the brand. The brand settings will load in the content window and the following tabs will be available:


Use this tab to edit the following settings:

  • Brand Name - The name of the brand.
  • Brand Website - The URL to the primary website for the brand.
  • Portal Tab Text - The text that appears on the first portal tab. By default, this says "Portal" but it can be modified to say whatever you like.
  • Brand Logo - The logo to use for the brand.
  • Display logo on portal - Checking this box will display the company logo on the main portal page.
  • Host Headers - Host headers allow a Web server to host more than one Web site domain over a single IP address. In SmarterTrack, the host header will be used to identify which brand is displayed in the portal. For more information, see the KB article How To Create Host Headers for Use with Brands. Note: Host headers cannot be edited after the brand is created.


Use this tab to modify the default color schemes for various parts of the SmarterTrack management interface for this particular brand. The color options are:

  • Primary Color: - This is the background color for the title bars as well as the number badges that denote the number of items across the management interface. (E.g., the number of tickets). The default is #055E8A.
  • Secondary Color: - This is the background color for the button bar in the content and navigation panes. (E.g., New, Actions). The default is #222222.
  • Link Color: - This is the color for any links, headers and numeric indicators that appear in the content and navigation panes. (E.g, column headers). The default is #0088CC.


Use this tab to display an announcement on the portal home page. For example, some companies may choose to write a welcome message or a description of the types of services customers might find on the self-service portal. The announcement will appear at the very top of the main content area of the portal.


As SmarterTrack does not utilize an internal SMTP server to send emails messages, use this tab to edit mail settings for brand-level notifications. For example, any system emails in any Email Templates.

  • From Address - The email address from which brand messages are sent.
  • From Display Name - The name used to identify the mail server. This field is optional.
  • SMTP Server - The outgoing SMTP server name.
  • SMTP Security - Select the level of security used for sending emails, either SSL, TLS or None.
  • SMTP Server Port - The port used to connect to the SMTP Server. By default, the SMTP Server port is 25. Note: If SSL or TLS is used, this port will need to change to match the security setting.
  • Enable SMTP authentication - Check this box if SMTP authentication is required to send mail from this email address.
  • Auth Username - The identifier used to authenticate with the SMTP server.
  • Password - The corresponding password used to authenticate with the SMTP server.
  • Confirm Password - Retype the password used to authenticate with the SMTP server.

Who's On

Each host header has one or more related URLs -- the URL that the visitor sees in the browser's address bar when they are visiting a website. To ensure that visitors to the related URLs are tracked in Who's On, type the URLs in this field.

  • Track portal visitors in Who's On - Checking this box will include portal visitors in the Who's On count.


Use this tab to specify the following map settings:

  • Map Provider - Select which map provider SmarterTrack will use from the list. Microsoft Bing Maps is the default map provider.
  • Enabled - Checking thos box will enable the map provider.
  • Map URL - The default URL for the selected map provider.
  • Provider Key - The API key provided by Google. For more information, see the KB article How To Set Google Maps as the Map Provider for Live Chats and Who's On .

Custom CSS

SmarterTrack allows administrators to stylize their brand portals and/or the management interface with fully customizable CSS. Note: To modify SmarterTrack's styles, it is strongly recommended that you have a good understanding of cascading stylesheets and how to modify them.

To modify a style, you should first use a Web browser like Chrome to inspect the element that you want to modify. (Using FireFox's Firebug plug-in will work as well). By inspecting the element you will see the class used and any styles associated with the class. You can then create a version of that style yourself, and then paste it in the box to override the default. Realize this will happen wherever that style is used, so changing one style can affect both the portal and the management interface.

To revert back to the default style, simply remove your custom style from here and save your changes.