Community Knowledge Base

SmarterTrack User Interface

To better understand the different areas of the user interface, please refer to the diagrams below.

Navigation Pane

The Navigation Pane is used throughout SmarterTrack and provides the page options availble to users, depending on the section of SmarterTrack they're in.

SmarterTrack Navigation Pane

Content Pane

The Content Pane is also used throughout SmarterTrack and is where the list of relevant tickets, live chats, kb articles, etc. are listed. Clicking on any item in the Content Pane opens it in the Preview Pane.

SmarterTrack Content Pane

Preview Pane

The Preview Pane is where tickets, live chats, kb articles, etc. are displayed to users. Here, those items can be interacted with via the Action buttons. (E.g., Take, Reply, ,etc.)

SmarterTrack Content Pane


As the name implies, the Header area displays pertinent information about an item, particularly tickets and live chats.

SmarterTrack Ticket Header


The Navigator allows agents, managers and system administrators to access all pages in SmarterTrack.

SmarterTrack Icons

Clicking on it allows you to navigate to the following pages:

  • Tickets
  • Live Chat
  • Call Logs
  • Tasks
  • Users / Organizations
  • Knowledge Base
  • Canned Replies
  • News
  • Reports
  • Who's On
  • Active Agents
  • Settings

Next to the Navigator is the New button. Clicking that allows a manager or agent to create one of the following:

  • Ticket
  • Call Log
  • Task
  • Knowledge Base Article
  • Canned Reply
  • News Item
  • User
  • Organization

Selecting an item from the New menu opens a pop-out window, allowing an agent or manager to create the item selected.

To the far right, on the same line are:

  • Reminders
  • Theme
  • User Dropdown/Icon