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

Departments

Brands are broken down into departments. Typically, each department will have its own email address, such as: support@example.com or sales@example.com. This section lists all of the departments that are currently available to your organization and provides administrators with the ability to add new departments and/or edit/delete existing departments.

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

In general, the following columns are available:

  • Checkbox - Use these boxes to select multiple departments. Departments must be selected before choosing an action from the toolbar.
  • Department Name - The name of the department. For example, sales, support, billing, etc.
  • Email Importing - The POP username being used to import tickets into SmarterTrack for the department.
  • Agents - The number of agents assigned to the department.
  • Active Tickets - The number of active tickets within the department.
  • Active Live Chats - The number of active live chats within the department.

The following options are available from the content pane toolbar:

  • New - Creates a new department.
  • Edit - Allows the administrator to make changes to a department's settings.
  • Clone - Rather than creating a department from scratch, administrators can clone an existing department and modify settings as needed.
  • Delete - Permanently deletes the selected department(s).

To view the settings for a specific department, simply double-click the department. Alternatively, you can select a department and click the Edit button. The department settings will load in the content pane and the following tabs will be available:

Options

  • Department Name - The name of the department.
  • Brand Name - The brand to associate to the department.
  • Front Line Group - The default group that gets assigned tickets and live chats.
  • Language - The default language for the department.
  • Enable live chat - Checking this box will allow customers to initiate live chats with members of this department.
  • Enable ticket importing from POP - Checking this box allows customers to submit tickets to the department by email. If this option remains unchecked then customers can only submit tickets via the customer portal.Note: The administrator must also check "Allow new tickets to be submitted through POP" in the POP tab to allow customers to submit new tickets by email.
  • Enable auto-responder - Checking this box will send system emails to the customer. For more information, see Email Templates.

Tickets

  • Portal Submission Requires - The role required to submit a ticket via the porta. For more information, see Roles.
  • Ticket Template - The custom field template used to submit tickets. The ticket template specifies which fields the user should complete when submitting a ticket. For more information, see Templates.
  • Survey to Offer - To automatically offer a survey to customers after a ticket is closed, select the appropriate survey from the list. For more information, see Surveys.
  • Auto-Close After - The number of hours after which a ticket assigned to the department and marked as "waiting" will automatically close. The default setting is 168 hours.
    • Enabled - Checking this box will enable the auto-close setting. By default, this setting is disabled.
  • Auto-Lock After - The number of hours after which tickets assigned to the department and marked as "closed" will automatically lock. (Locked tickets do not automatically re-opened when a customer sends a reply.) The default setting is 322 hours.
    • Enabled - Checking this box will enable the auto-close setting. By default, this setting is disabled.
  • Auto-Delete After - The number of days after which tickets assigned to the department with a "closed" or "closed and locked" status will automatically be deleted. The default setting is 365 days.
    • Enabled - Checking this box will enable the auto-delete setting. By default, this setting is disabled.
  • Enable tickets to be started in the portal - Checking this box will allow customers to submit new tickets from the portal. By default, this setting is enabled.
  • Enable automatic search of knowledge base articles when submitting a new ticket - Checking this means that when customers submit tickets to the department via the Web portal, prior to the ticket actually being submitted the end user will be presented with a screen listing possible KB articles that are relevant to their questions. By default, this setting is enabled.
  • Require verified email address to start tickets - Checking this box will only allow users with verified emails to submit tickets via the Web portal.
  • Send notification to customer when tickets are auto-closed - Checking this box sends an email notification to the customer when a ticket is auto-closed. For more information, see Email Templates.
  • Include tickets with resolutions in auto-delete - Checking this box will automatically delete all tickets after the designated period, even if they have resolutions tied to them. Ticket resolutions are included in SmarterTrack's indexing and available as options in Get Assistance for tickets. Therefore, it may be worthwhile to leave this setting disabled.
  • Require resolution to close tickets - Checking this box will require agents to add a resolution to a ticket before they are able to close it.
  • Require all tasks to be completed to close tickets - Checking this box will require agents to complete any tasks associated to a ticket before the ticket can be closed.
  • Custom Message Before Ticket Submission - The text that is displayed at the top of the ticket submission form in the Web portal.
  • Custom Message After Ticket Submission - The text that is displayed after a ticket is successfully submitted from the Web portal.

Live Chat

  • Live Chat Template - The custom field template used to submit live chats. The live chat template specifies which fields the user should complete when submitting a live chat. For more information, see Templates.
  • Estimated Wait Time - The estimated number of seconds that a customer may need to wait to live chat with an agent. By default, the estimated wait time is set to 30 seconds.
  • Survey To Offer - To automatically offer a survey to customers after a live chat, select the appropriate survey from the list. For more information, see Surveys. Surveys are displayed immediately after a chat ends.
  • Enable chats to be started in the portal - Checking this box will allow customers to start live chats with agents from the portal. By default, this setting is enabled.
  • Enable automatic search of knowledge base articles when submitting a live chat - Checking this means that when customers initiate live chats to a department via the Web portal, prior to the chat actually being submitted, the end user will be presented with a screen listing possible KB articles that are relevant to their questions. By default, this setting is enabled.
  • Custom Message Before Chat - The text that is displayed at the top live chat submission form.
  • Welcome Message - The text that is displayed as the initial message from the agent to the end user. The welcome message appears above the user's initial live chat question.
  • Custom Message After Chat - The text that is displayed after a live chat has ended.
  • Estimated Wait Time Message - A message notifying customers of their estimated wait time to chat with an agent.

Call Logs

  • Call Log Template - The custom field template used to create a call log. The call log template specifies which fields the agent should complete when logging a call. For more information, see Templates.
  • Auto-Delete After - The number of days after which call logs assigned to the department will automatically be deleted.
    • Enabled - Checking this box will enable the auto-delete setting. By default, this setting is disabled.
    • Enabled - Checking this box will enable the auto-purge setting. By default, this setting is disabled.

SMTP

Use this tab to specify the following email settings for messages sent from the department:

  • From Address - The email address from which department messages are sent.
  • From Display Name - The nickname of the server. This field is optional.
  • SMTP Server - The outgoing SMTP server name on which the email account resides.
  • 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 Secure Sockets Layer (SSL) - Check this box if the connection to the SMTP server must be SSL.
  • 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.

POP

This tab is only available if the "Enable POP Ticket importing" option is enabled in the Options tab. Note: If using a POP server for email, any messages in the account will be downloaded into SmarterTrack and deleted from the mail server.

  • Server Name - The outgoing POP server name on which the email account resides.
  • POP Security - Select the level of security used for receiving emails via POP3, either SSL, TLS or None.
  • Server Port - The port used to connect to the POP server. By default, the POP server port is 110. Note: If SSL or TLS is used, this port will need to change to match the security setting.
  • Login Username -The identifier used to log in to the POP server.
  • Password - The corresponding password used to log in to the POP server.
  • Confirm Password - Retype the password used to authenticate with the POP server.
  • Import Frequency - The interval, in minutes, that SmarterTrack checks the POP account for new messages. By default, the import frequency is 2 minutes.
  • Allow new tickets to be submitted through email - Checking this box will allow customers to submit tickets to the department via email. Note: If "Enable ticket importing from POP" is enabled in the Options tab, but this checkbox remains unchecked, users submitting tickets via email will receive the "Email Rejected Due to Policy" email template rather than the standard department auto-responder. For more information, see Email Templates.
  • Leave messages on server - By default, when you retrieve email through POP3, the emails are deleted from the mail server. Enabling this will leave email messages retrieved via POP to stay on the mail server.

Auto-Responder

This tab is only available if the "Enable auto-responder" option is enabled in the Options tab.

  • Max KB Search Results - The maximum number of knowledge base article links included in the text of the auto-responder.
  • KB Search Folder - The folders SmarterTrack will search in before creating the list of suggested articles.
  • View Ticket Online Text - The anchor text of the link to view the ticket in the portal. By default, this link is included in the text of the auto-responder.
    • Enabled - Checking this box will include a link allowing the customer to view the ticket in the portal in the text of the auto-responder. Note: If the variable [#VIEWTICKETONLINE#] is not included in the text of the auto-responder, this link will not be available.
  • Browse KB Text - By default, the auto-responder displays a link to browse the knowledge base after the list of related articles. Administrators can specify the link text by typing the desired text in this field.
  • Note: SmarterTrack will only send a maximum of 3 responses to any single email address per 30 minute period. This is to keep SmarterTrack from accidentally spamming individual email addresses or possibly getting into looping issues with improperly configured vacation messages or other external auto-responders. SmarterTrack simply stops sending after sending 3 times. Messages do not sit in the outgoing spool and wait to be sent.