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Introduction
Getting Started
General Information
What is SmarterTrack?
What is SmarterTrack Communicator?
SmarterTrack Edition Explanation
How SmarterTrack Works
SmarterTrack Mobile
Interface Diagram
SmarterTrack Interface
Concepts
SmarterTrack Philosophy
Company Organization
Business Solutions
Types of Users
Understanding Tickets
Understanding Live Chats
Understanding Active Groups
Understanding Users / Organizations
Understanding Who's On
Understanding the Knowledge Base
Understanding the Community
Understanding Multi-language Support
Understanding Single Sign-On
Defining Workflow and SLAs
Installation and Deployment
System Requirements
Browser Requirements
Installation Options
SmarterTrack Installation
Database Options
Activating SmarterTrack
Upgrading SmarterTrack
Failover Functionality
External Provider Technical Documentation
Automation with Web Services
Integrations
WHMCS Module
Help for Users & Administrators
Logging into SmarterTrack
Agent Status Defined
Browser Notifications
Portal Alerts
Tickets
Tickets Overview
Tickets Distribution Methods
Creating New Tickets
Viewing Tickets
Replying to Tickets
Scheduling Tickets for Follow-up
Merging Tickets
Transferring Tickets
Tickets in Queue
Deleting Tickets
Searching Tickets
Live Chat
Live Chat Overview
Live Chat Distribution Methods
Agent Status and Live Chat
Viewing Live Chats
Transferring Live Chats
Live Chats in Queue
Deleting Live Chats
Searching Live Chats
Call Logs
Call Logs Overview
Creating New Call Logs
Viewing Call Logs
Transferring Call Logs
Deleting Call Logs
Searching Call Logs
Tasks
Tasks Overview
Creating New Tasks
Task Scheduler
Viewing Tasks
Transferring Tasks
Deleting Tasks
Searching Tasks
Users / Organizations
Users / Organizations Overview
Creating New Users
Viewing Users
Deleting Users
Seaching Users
Creating New Organizations
Viewing Organizations
Deleting Organizations
Searching Organizations
Knowledge Base
Knowledge Base Overview
Creating New KB Articles
Managing KB Folders
Viewing KB Articles
Deleting KB Articles
Searching KB Articles
Moderating KB Feedback
Canned Replies
Canned Replies Overview
Creating New Canned Replies
Managing Canned Reply Folders
Viewing Canned Replies
Deleting Canned Replies
Searching Canned Replies
News
News Overview
Creating News Items
Viewing News Items
Deleting News Items
Searching News Items
Reports
Overview
Custom Reports
Summary Reports
Audit Reports
Call Reports
Canned Reply Reports
Community Reports
Cost Reports
Knowledge Base Reports
Live Chat Reports
News Reports
Survey Reports
Ticket Reports
Time Log Reports
Trend Reports
Call Reports
Canned Reply Reports
Community Reports
Cost Reports
Knowledge Base Reports
Live Chat Reports
News Reports
Survey Reports
Ticket Reports
Time Log Reports
Survey Results
Who's On
Who's On Overview
Who's On Filters
Active Agents
By Agent/Group/Department
Settings
My Settings
My Preferences
My Events
System Settings
Brands
Departments
Groups
Agents / Administrators
Roles
Licensing
Connected Services
Custom Fields
Email
Events
Forms
Failover
Language and Locale
Live Chat
Management Interface
Security
Surveys
Tickets
VOIP
Who's On
API Documentation
Diagnostics
External Providers
Spool
Events
Events Overview
Creating New Events
Active Group Events
Call Log Events
Community Events
Knowledge Base Events
Live Chat Events
POP Events
SMTP Events
Survey Events
Task Events
Ticket Events
User Events
Who's On Events
EULA