Community
The SmarterTrack Community is a built-in feature of the SmarterTrack help desk software that creates a collaborative space for customers and support agents to connect. Acting as a centralized online forum, the Community allows customers to ask questions, share ideas, and provide feedback, while agents can post announcements, respond directly, and foster meaningful interactions with users.
Key Features:
- Centralized Communication: Provides a single location for customer and company interactions.
- Customer-to-Customer Interaction: Enables users to share solutions, answer questions, and support one another.
- Agent-to-Customer Interaction: Allows agents to post important updates, such as product releases, and engage with customer feedback.
- Forum-like Functionality: Supports threaded discussions for organized conversations.
- User Engagement: Includes features like upvoting to highlight popular ideas and recognition for top contributors.
- Brand Loyalty: Builds stronger connections with customers and helps increase loyalty through ongoing engagement.
The SmarterTrack Community is a built-in forum where users and agents engage in a two-way dialogue where users can post questions, ideas, feedback, and vote on content through upvotes. Agents can reply, mark answers, and apply thread statuses to reflect progress (e.g. Under Consideration, Resolved, Planned). Threads are organized by Types (Announcements, Ideas, Problems, Questions) and Statuses, and grouped into customizable Categories and Tags to keep topics clear and discoverable. Threads are fully searchable and filterable (by type, status, tags), and participation in a thread auto-subscribes users to updates.
Together with the Knowledge Base and News modules, the Community creates a centralized hub for self-help, feedback, discussion, and direct interaction between customers and support.
Community Home
The Community Home Page is the central hub for browsing, searching, and participating in community discussions. From here, users can view the latest threads, track their contributions, and engage with other members of the SmarterTrack Community.
The main Community Threads section displays all active discussions. Users can enter search criteria, filter by categories and types, or browse threads by options such as Recent, Votes, Unread, My Activity, My Subscribed, or Banned. New threads can be created using the Create Thread button. Each listing includes the thread title, creation date, original poster, last reply details, category labels, number of replies, and votes received. Color-coded labels (such as Announcement or Problem) make it easy to identify thread types at a glance.
Users can interact by voting on threads to highlight popular topics or by replying to share feedback and solutions. The right side of the page highlights community participation, with a Top Contributors panel that recognizes members with the highest engagement and a Recent Contributors section showing the latest participants.
The Community Home Page makes it easy to find useful discussions, surface popular ideas, and connect with both users and agents. It also provides a space for announcements, troubleshooting, and feature suggestions, encouraging collaboration and knowledge-sharing across the user base.