SmarterTrack

Designed for those who work in customer service, SmarterTrack is a powerful and approachable application for better tracking, administering and resolving tickets from clients. All this is possible through a web interface.

Setting up this tool may take a while but it's not complicated at all. Before launching it in the web interface, it's necessary to configure server settings regarding the IP address, port number, and service startup mode (automatic, manual, disabled).

In the following step, you can access SmarterTrack in a web page and connect it to a MySQL or Microsoft SQL Server database, where authentication can be integrated, Windows, or SQL.

The interface is user-friendly and well-structured for the customer, as expected from a professional help desk system. Clients may search the knowledge database for a specific topic and narrow down results by indicating a target folder, as well as easily submit tickets by choosing a department, display name, email address, subject and message body, and include any attachments.

Once a ticket is sent, the client receives an email with the ticket's confirmation and additional company information. Meanwhile, those who sent multiple tickets can review them in a history area.

Resembling an email client, SmarterTrack lets your employees seamlessly view and open active, waiting and closed tickets, check out comments and time logs, as well as send messages. An advanced search function is put at their disposal too, along with a reminders system.

The UI can be customized in several ways. For instance, it's possible to edit the user name, authentication mode, display name, time zone and avatar, manage roles, enable live chat with customers, change VOIP and reporting parameters, administer external providers and master categories, or set up system and employee events. These are just part of the configuration options provided by SmarterTrack.

Surprisingly, the utility didn't put a strain on computer performance in our tests. It had a good response time to commands and worked smoothly, without hanging, crashing or displaying error messages. SmarterTrack proves to be a truly pro-grade tool for customer service, backed by practical and intuitive settings.