SmarterTrack Mobile

The SmarterTrack mobile app, available on both iOS and Android, allows agents and managers to quickly and easily reply to tickets, respond to live chats, manage tasks, and log calls, wherever they are and whenever they're needed. It provides agents with a balance of functionality and speed, giving them the tools they need to manage customer communication when on-the-go or away from the office. Plus, it works with any installation of SmarterTrack: whether an on-premises installation or the SmarterTrack Hosted service! NOTE: You will need to have the most recent version of SmarterTrack installed to ensure you receive the full benefit of the SmarterTrack Mobile app. (This is not a concern for Hosted SmarterTrack customers.)

SmarterTrack is a very complex and full-featured help desk, so some of the features available simply do not translate well to smaller screens. As a result, the mobile app is a complement to the full version of SmarterTrack, not a replacement for it. Tablet users, for example, will find use of the full management interface via their mobile browser a more efficient way to interact with SmarterTrack.

Below is a list of some of the functionality available in SmarterTrack Mobile:

Ticket Management

Reply to tickets
Start new incoming/outgoing tickets
Ticket transfers
Take tickets from the queue
Comment on tickets
Set follow-ups
Manage ticket status (active, waiting, etc.)
Ticket priorities
Much more!

Live Chat

Reply to chats
Transfer chats to other agents
Take chats
Coach agents
Add related items
Send a chat transcript
Much more!

Task Management

Create new tasks
Edit task description and details
Manage progress
Assign/re-assign tasks
Edit start/end dates and times
Set reminders
Much more!

Call Logging

Create new call logs
Edit log details
Add attachments
Add related items
Edit start/end dates and times
Much more!

Additional Features

Multiple brand support
Agent status (available/unavailable)
Light/dark theme support
System notifications
Group status
Biometric support