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There’s an Event for That
A customer posted a question in our community forums that got me thinking that it might be a good idea to create a series of blog posts that put a microscope to various powerful, but possibly...
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SmarterTrack 8.x BETA Available Now
SmarterTrack 8.x is turning out to be the largest and most important release of SmarterTrack since we originally released SmarterTicket, its precursor, back in 2004. We’ve always been committed to...
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Improve Customer Service and Agent Development with In-app Chat
Perhaps one of the more misunderstood features of SmarterTrack is its internal chat functionality. I’m not really talking about live chat—that’s primarily used to chat with external audiences, like...
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Microsoft’s Problem(s)
Everyone knows Microsoft has lost its vision and direction in the consumer market and is years behind most industry leaders, with the Xbox as the possible exception. But few know that Microsoft is...
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Speeding Up Your Response Times – Ticket Resolutions
A key to providing a high level of customer service is the ability to get information to your customers and end users quickly and efficiently. You may have the best system in the world for gathering...
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The Importance of SEO Friendly Help Documentation
When was the last time you went to a manufacturer’s website to search for answers to a question about a particular product? If you’re like most people, you don’t. Instead, you head to Google and type...
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Welcome Windows 8, Microsoft Surface, and the Future
Microsoft is releasing Windows 8 this week, their latest desktop operating system, as well as the Microsof Surface, their first tablet computer. This will be closely followed with the next versions of...
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SmarterTrack 9.x BETA Now Available
We’re excited to announce the BETA of the next version of our popular help desk: SmarterTrack 9.x. Over the last few major releases we focused on providing a Web interface for SmarterTrack that agents,...
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Keeping Tabs on Customer and Agent Communication
One of the lesser known features of SmarterTrack is the ability for managers and/or administrators to review agent communication throughout the day. Obviously, the ability for a manager to review...
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SmarterTrack 11.x BETA Now Live
We’re excited to announce the BETA of the next version of our popular helpdesk: SmarterTrack 11.x! With SmarterTrack 11.x, we focused on bringing two additions that have been heavily requested...
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