The ticket views found at Global Tickets > Active, Waiting and Closed no longer include tickets that are assigned to the Queue. Tickets that are assigned to the Queue can be found by clicking on Global Tickets > Queue and by browsing the Global Tickets > By Department folders.
Release Notes
Added: Check has been added to prevent end user and agent accounts from using the same email address that's in place as a Brand's SMTP account.
Added: New icon for tickets marked as Low Priority.
Added: Tooltip text that appears when hovering over an icon in the content pane to explain what that icon represents (ex: Follow-up Past Due, Pinned, Urgent, etc.).
Changed: New icon for the New Item menu icon.
Changed: New icon for the Ticket menu icon.
Changed: The yellow color on the Live Chat icon that's used to indicate an idle chat now matches the yellow color used to display a ticket's "Waiting" text status.
Removed: Basic and advanced call log searches are applying a date range search criteria in the background even if one was not specified.
Removed: When collapsing or expanding the navigation pane, the action is no longer animated.
Fixed: "Unknown column 'k.IsDraft' in 'field list'" error when trying to view KB articles on Portal when using a MySQL database.
Fixed: Advanced Search for Chats not returning correct results.
Fixed: After closing a chat window on mobile, the chat icon is not restored on the main page.
Fixed: Attach Files button is not correctly attaching files to ticket replies.
Fixed: Call logs with an end date more than 15 minutes in the future should show a client side error.
Fixed: Cases where multiple live chats are started in the Management Interface when an end user clicks Submit on the live chat window.
Fixed: Embedded chat not properly positioning for mobile.
Fixed: Employees should have an indicator when changes are saved successfully.
Fixed: Extra protection around ticket forwarding to agent to prevent cascading issues.
Fixed: Forwarding a ticket message does not include attachments.
Fixed: Groups displayed in the navigation pane (when browsing tickets By Department) should be sorted in alphabetical order.
Fixed: HTML encoded characters not handled properly when a ticket is created from the offline live chat widget.
Fixed: If grid is refreshed while context menu is open, the context menu is forced closed.
Fixed: In Firefox 57, a Survey Results > By Survey report does not include a scrollbar for viewing the complete list of survey results.
Fixed: In Firefox on Mac, right-clicking on an item now properly opens the context menu.
Fixed: In Internet Explorer, multiple unnecessary scrollbars are displayed in the content pane.
Fixed: In the Community, the "Mark all as read" link is visible when there are no threads displayed.
Fixed: Random dot appears in top left corner of any area that has a context menu.
Fixed: The Department tab for Live Chat Settings is not refreshing when changes are saved, and the Save button is showing when it does not need to.
Fixed: The download link from GetTicketAttachments returns a 403 error if the browser does not have an active SmarterTrack session.
Fixed: The Live Chats tab of the User Details page does not load the live chat content.
Fixed: The Task Scheduler Description text box doesn't resize to fill the available space.
Fixed: Ticket search not working properly.
Fixed: Tickets assigned to the Queue that are submitted by non-user accounts do not display on the User Details window for that email address.
Fixed: Using the right-click context menu to unpin a ticket doesn't remove the checkmark from the Pin status in that ticket's Actions (...) menu.
Fixed: When a ticket's window is small enough to collapse the History tab into the ... button, the history view won't load.
Fixed: When an agent does not have permission to manage their status, the Agent Status menu option is still visible.
Fixed: When an employee role does not have permission to delete tickets, the delete option should not be available in the context menu.
Fixed: When replying to a ticket on mobile, the To and CC fields go to the right edge of the available space, making it look like they are cut off.
Fixed: When replying to a ticket, the editor goes to the very bottom edge of the available space.
Fixed: When SmarterTrack is configured as a sub-application, the routing for some dynamic scripts is not determined correctly.
Fixed: When viewing a completed live chat, the Attachments tab is inactive, preventing attachments from being downloaded.
13.0.6544 (Dec 1, 2017)
Key Features
FIXED: Chat counter is not accurate.
FIXED: Chat in queue sound is playing at random with no chat in queue.
Release Notes
Added: Enable New Ticket and New Call Log creation from User Details when user does not have an account.
Added: Play sound when an agent is assigned a chat.
Added: The tickets grid now shows the assigned agent in global views.
Added: The tickets grid now shows the requester's name and email when they are available.
Added: Tickets responses now show "Name - Email", just like the main ticket header.
Changed: Changed User Details window title to "User Details - {username}" or "User Details - {brand}"
Changed: When checking if an email is already in use by a department, SmarterTrack will now check both the SMTP login name and email address.
Fixed: Avatars disappear 30 days after being set.
Fixed: Cloning an agent redirects to the Ooops page or gives the "Agent already exists" error.
Fixed: Context menu flows off bottom of screen in FIrefox when the window is not maximized.
Fixed: Double clicking to select a user name in an active chat selects part of the message time with the user name.
Fixed: Embedded chat widget too wide for some mobile screens.
Fixed: Embedded live chat could be blank when started under certain circumstances.
Fixed: Ended live chat confirmation modal on the portal side is not centered.
Fixed: For several languages, the DatePicker is not correctly encoding the Month and Day of Week translations.
Fixed: In user details, when user does not have an account, the external provider details are right up against the button bar.
Fixed: Repeatedly saving a ticket reply draft with attachments causes the attachments to show in the in-line draft multiple times.
Fixed: Saving employee after changing their avatar goes to the oops page.
Fixed: Some foreign languages can cause end date in range selections to be blank.
Fixed: Sorting not allowed in tickets advanced search.
Fixed: Ticket number not being communicated properly when Track installs are cross-talking.
Fixed: Tickets HTML view should NOT use themed colors.
Fixed: User avatar sometimes missing in tickets.
Fixed: User details message "This view contains limited information ..." is too small.
Fixed: When ticket is in follow up, trying to change information on the follow up does not update all of the follow up information.
Efficiency: Saving UIDL to Database has been improved to reduce POP download time.
Efficiency: SignalR handling of disconnect and reconnect.
13.0.6534 (Nov 21, 2017)
Changed: The navigation tree style has been updated.
Removed: New chat highlight on agent side.
Fixed: After taking a ticket, when you try to reply from the auto-popped window, it spawns another window.
Fixed: Both message previews and the select message would show when a batch delete action was canceled.
Fixed: Changing background color of live chat causes text to appear white on white.
Fixed: Chat idle sound not playing in some cases.
Fixed: Default button icon extremely large on embedded web page.
Fixed: In file manager, files with extensions that are not permitted get the "Upload Successful" notification.
Fixed: In the canned replies grid, there should not be a dash after the specified language if the canned reply is public.
Fixed: Live chat default icon switches to offline after ~30 seconds even though it still acts as online.
Fixed: Popping out a chat from a notification and popping it out any other way causes multiple pop outs.
Fixed: Primary drop menu closed on mouse out.
Fixed: Reset Sort Order doesn't update the check marks in the sort menu.
Fixed: Right-click/Context menu not positioning properly, causing main menu and submenus to flow out of visible area.
Fixed: Saved sort order changes when performing advanced search.
Fixed: Select All check boxes only works once on Active Groups.
Fixed: SignalR Clients are not reconnecting after a communication interruption.
Fixed: Sometimes the Attachment modal simply displays a 404 error.
Fixed: Switching between Brands doesn't update the Tickets view or Groups list.
Fixed: When a ticket is opened from the New Ticket browser notification, clicking Reply opens another new window.
Fixed: When configuring a live chat link, selecting Bottom Left or Top Left moves the preview out of the preview area.
Fixed: When New Ticket and New Call Log buttons are not displayed, lack of a consistent height on button bar while switching tabs.
Fixed: When trying to view a completed chat in a language other than English, the transcript will not display.
13.0.6526 (Nov 14, 2017)
Added: In the Tasks section, saving changes in the preview pane now displays a toast notification to indicate that the task was saved.
Added: When uploading a file in the File Manager, a toast notification will indicate whether the upload was successful.
Fixed: Canned Replies preview pane does not refresh when current item is deleted.
Fixed: Deleting multiple canned replies at a time is now displayed correctly and refreshes the interface as expected.
Fixed: In multiple areas of the management interface, an error is thrown when attempting to delete more than ~275 items at a time.
Fixed: In some cases, changing My Preferences caused an agent’s tickets to disappear from view.
Fixed: In the Email configuration settings, when a new account is created, the grid is not automatically updated.
Fixed: Knowledge Base articles and News Items can't be assigned to a specific brand.
Fixed: Removed option to pin a ticket while creating a new ticket in order to prevent an incorrectly saved ticket.
Fixed: Right-clicking on a inactive chat in the Live Chats content pane now opens the context menu as expected.
Fixed: Scroll bar in Tickets ‘Show HTML’ page now works as expected.
Fixed: Selecting items from the context menu for Call Logs and Inactive Chats now works as expected.
Fixed: Styling change for the Tickets ‘Show HTML’ page when using the dark interface theme.
Fixed: The header style in Canned Replies, Knowledge Base, and News Items now match the header styles in other areas.
Fixed: When composing a ticket, the button for removing an attachment (“X”) is not visible.
Fixed: When signing out, the login page could briefly be displayed in a modal before the main window redirected.
Fixed: When submitting a live chat that is distributed to the Queue, users will no longer see the submit page twice. They will be directed to the Waiting for Live Chat page.
Fixed: When there are no surveys to display in the Surveys configuration settings, the preview pane displays the News icon.
Fixed: When upgrading the SmarterTrack installation, a license validation check will be automatically triggered.
13.0.6521 (Nov 8, 2017)
Added: In all sections, the sort order of the content pane is now preserved in the database. When an agent sorts the list, that sort order will be preserved until it is manually changed or reset.
Fixed: Browser auto-fill grabbing the display name instead of username from setup wizard.
Fixed: Cannot add canned replies to a live chat from the management interface.
Fixed: Changing a task, such as adding a description or changing a status, now works if there are no Start or Due Dates set.
Fixed: Changing start/due dates on a task now saves correctly when only a date is set. Setting the time is not required.
Fixed: Custom styling on canned replies interferes with embedded chat styling and may potentially be unreadable.
Fixed: Deleting an item within File Manager will now properly remove the item.
Fixed: During a ticket reply, a draft saving will no longer display all options from the Actions (…) button in the toolbar.
Fixed: Live Chat, Call Logs, and Tasks now load the navigation pane correctly in IE.
Fixed: Live Chats will now open in a new window as expected if the agent’s "Pop-up new chats automatically" setting is enabled.
Fixed: Main thread posts in the Community not saving attachments correctly.
Fixed: Merging tickets from the User Details window navigates to the Oops page.
Fixed: Multiple confirm modals opening when deleting items using the right-click context menu.
Fixed: Scheduled tasks are not deleting properly.
Fixed: Seconds are no longer shown for Start and Due dates on on tasks.
Fixed: Starting a new IM from the top navigation bar doesn't start IM.
Fixed: Ticket messages will no longer be duplicated or downloaded multiple times.
Fixed: Unable to save new call logs.
Fixed: When a chat is assigned, the agent will no longer receive two chat windows.
Fixed: When creating a new call log, the editor is no longer missing from the window in IE.
Fixed: When creating a new ticket or composing a reply, the body editor is no longer missing in IE.
Fixed: When picking a time, valueOf errors are displayed in the developer console.
13.0.6514 (Nov 1, 2017)
IMPORTANT: Due to the significant changes in SmarterTrack 13.x, you cannot downgrade or restore your installation to previous versions.
IMPORTANT: SmarterTrack 13.x has a completely redesigned, modern and mobile-friendly management interface for both system administrators and agents! The new web interface uses a number of the latest web technologies for a better look and improved performance.
IMPORTANT: SmarterTrack 13.x no longer includes a default web server. Site configuration within IIS is required in order to launch the site.
IMPORTANT: The legacy mobile interface has been removed in favor of the redesigned, modern and mobile-friendly interface. Access SmarterTrack on mobile devices and tablets using the standard desktop URL.
IMPORTANT: This build resolves a security vulnerability. It is recommended to update to this version or higher.
Added: A "Completed" page has been added to the end of the installation setup wizard. This page allows Administrators to navigate to the Management Interface or Portal and displays a description of each area.
Added: A custom favicon for the SmarterTrack site can be uploaded per brand.
Added: A menu option has been added to the bottom of the navigation pane for operations related to folders (such as in KB and Canned Replies) and Who's On Filters.
Added: A Moderation view has been added to management interface Knowledge Base section which allows agents to quickly group together any articles that require feedback moderation.
Added: A new Community thread type for Announcements has been added.
Added: Ability for agents to mark a Community thread as locked so users cannot reply. (Only agents can post replies and comments on locked threads.)
Added: Ability for agents to mark a Community thread as sticky so it is displayed at the top of the thread list.
Added: Ability for users and agents to mark a Community thread as read or unread.
Added: Ability to set default font for editor (per brand).
Added: Administrators can now choose to show a solid color or rotating set of images on the management interface login page.
Added: Agent chat rooms now include browser notifications, which can be muted per chat room.
Added: Agent-to-agent instant messaging now includes sound alerts and browser notifications, which can be muted per instant messaging group.
Added: Browser notifications for new ticket assignment, live chats in the queue, messages from IM and chat rooms, and event alerts.
Added: Chat notifications are much more apparent with better Chat icon updates. The chat icon now changes color to indicate that a chat requires attention.
Added: Clicking the New button while viewing tickets, calls, etc. now defaults the new item to the Group that’s currently being viewed.
Added: Dark Theme for the management interface. Agents can choose to display the interface with a Light or Dark color scheme.
Added: Drafts of Community thread replies are now saved in local storage in the browser. If a thread with an unsubmitted reply is closed, the text will be available next time the thread is viewed.
Added: For News Items and Knowledge Base articles, the Summary text is automatically added as an SEO meta description tag.
Added: Images can now be uploaded to Community threads.
Added: New styles for Live Chat Links have been added.
Added: New view modes for Canned Replies: My Canned Replies and All Canned Replies.
Added: News Items and Knowledge Base articles now include auto-generated canonical tags for SEO.
Added: Offline instant message support. Instant messages can be sent to agents who are offline. If an instant message is sent to an offline agent, a browser notification will notify the agent of the offline messages when they log in.
Added: Portal now shows a one-time help bubble to instruct agents how to get to the Management Interface.
Added: Preview pane mode can now be configured in an agent’s My Preferences. Options are Right, Bottom or None.
Added: Send Transcript button for active and inactive live chats that allows agents to send a copy of the chat transcript to the user.
Added: SmarterTrack will now store unique IDs for email messages to prevent duplicate imports.
Added: Survey Answers report that shows each question on every survey and what all the answers and counts for a time frame.
Added: The "Back to Community Threads" link now appears at bottom of a thread as well as the top.
Added: The History and Statistics tabs are now displayed in the Knowledge Base section, not only when editing the article.
Added: The left tree window will automatically collapse on smaller displays.
Added: The Portal Signature (found at the Portal | My Settings and Management Interface | My Preferences) can now contain simple HTML.
Added: The post dates on Community threads are now permalinks that can be used to reference people to a specific post on the thread.
Added: The Tickets section now has a Follow-ups view for active follow-ups only.
Added: Tickets can now be merged from the User Details window.
Added: When configuring a Live Chat Link, the available Image icons are now displayed in the dropdown to allow for easier selection.
Added: When configuring a Live Chat Link, there are more built-in options for the Live Chat Online/Offline images.
Added: When viewing Knowledge Base feedback in the management interface, the IP address and email address of the user are displayed (if known).
Changed: Adding a task to a ticket no longer requires start and due dates.
Changed: Agent-to-agent instant messaging and agent chat rooms are now enabled by default.
Changed: Agents are now able to change a Community thread status without requiring a reply.
Changed: Agents can now access the Source View button in the HTML editor for Community threads.
Changed: Auto time logs now update every 15 seconds instead of every 60 seconds.
Changed: Chat sounds will no longer play for agents that are not active in chat, except in the case when there is a user in the queue and all agents are away.
Changed: Email transcripts use inline styling.
Changed: If a response to KB feedback is left, original poster will now receive an email notification.
Changed: If a ticket follow-up is set and gets suspended because of an interaction with the customer, the previously filled values will be filled in automatically when setting the follow-up again.
Changed: If you pop out a ticket, then click reply, the reply window will replace the popout, not create a new one.
Changed: In a live chat, custom fields and external provider data now appears within the scrollable area, in order to provide more vertical room to see the conversation.
Changed: In Community private messages, “Delete Conversation” has been renamed to "Hide Conversation" in order to more accurately reflect what it does.
Changed: In the ticket preview pane, the Actions option to pin a ticket no longer requires navigating to a sub-menu.
Changed: In the Tickets section, the options to Change Email Address and Change Subject are no longer available in the compose window for new tickets or replies.
Changed: Live chat link styles have been renamed to be more descriptive.
Changed: New Live Chat Links will now default to a more common chat style.
Changed: Setup wizard now uses a spinner rather than a text change to a button to indicate that something is processing.
Changed: Setup wizard redesigned to make it easier to use.
Changed: Spell checker has been removed from the HTML editor as browsers now do a better job.
Changed: Style changes to chat transcript email.
Changed: Styling on small icons within ticket conversations has been adjusted.
Changed: Survey reports now show a nicer survey details popup.
Changed: Surveys tab will no longer show on Tickets, Chats, etc. If a survey exists for that item, a clickable star rating will appear in the item's header.
Changed: The “Powered by SmarterTrack” message in chat widget has been changed to make it more subtle.
Changed: The global Queue now stores tickets in Active and Waiting status and is no longer separated by Active, Waiting and Closed queues. Tickets marked as Closed and assigned to the Queue can be found with an advanced search.
Changed: The Recent and Recently Transferred ticket views now show the last 100 tickets instead of last 20.
Changed: The Reminders window will no longer pop up automatically upon login.
Changed: The Reply/Reply All buttons in the Tickets section are now displayed in a dropdown button.
Changed: The Time Log tab on a ticket will sort time logs by creation date, with most recent on top.
Changed: URLs that are posted in private Portal conversations and Community threads are now automatically hyperlinked.
Changed: When a Community thread that has unread replies or comments is opened, the interface will automatically scroll to the first unread item.
Changed: When adding agents to groups, or groups to agents, if there are unsaved changes, the save button now pulses to show there are unsaved changes.
Changed: When importing emails, if an email is more than 3 days old, the department autoresponder will not be sent.
Changed: While waiting in the queue for a live chat, the user will be presented with a page that looks different than when they are actively chatting.
Removed: Chat offline message will no longer default to a value, preventing drawing attention to an offline chat indicator.
Removed: Custom CSS setting removed from the Management Interface settings page. (Custom CSS option is still available for each brand’s portal.)
Removed: Deprecated Microsoft Translator has been removed in favor of Azure Translations.
Removed: The estimated wait time for chats in queue has been removed in favor of a strict count of people ahead.
Removed: The Live Chat Interval setting from the Diagnostics settings has been removed.
Removed: The sound system no longer relies on Flash if the browser does not support HTML5.
Removed: Unused color options for the Management Interface have been removed.
Fixed: A browser stack overflow was resolved in the RefreshSplit function.
Fixed: Alert icon will now show the proper number of alerts you have.
Fixed: Attachments will now be saved properly with drafts.
Fixed: Call log popup window now includes Transfer and Delete actions.
Fixed: Canceling the "Successful Connect, Database not found" dialog will now reset the page properly.
Fixed: Chat configuration now updates right away when it is saved or created.
Fixed: HTML editor will now work correctly on Android devices.
Fixed: If unable to connect to a database server in the setup wizard, an error will appear and stay visible until closed.
Fixed: In all sections where Advanced Search exists, undelete and delete will show up appropriately in context menus when doing advanced search for deleted items.
Fixed: In chat, a file being received will now properly update the Attachments tab.
Fixed: In the Community, the styling and placement of the "Mark entire community as read" button has been fixed.
Fixed: In the Live Chat Options settings, the ‘Hand-off - no follow-up response’ and ‘Hand-off agent disconnected’ options were incorrectly showing Seconds as an optional time designation.
Fixed: JavaScript resources are now properly compressed.
Fixed: JavaScript updates between versions will now update in the browser reliably.
Fixed: On smaller devices, item popups like tickets and tasks are now sized more appropriately.
Fixed: Resolved a resource leak with the web interface that could cause the browser to stop being responsive over time.
Fixed: Resolved an issue regarding the viewing of tickets in the portal with a verified email address when the letter casing doesn't match.
Fixed: Resolved an issue with User Details showing the incorrect live chat counters in the Statistics.
Fixed: Resolved readability issues with cookie notice on login page.
Fixed: Resolved some minor issues with schema.org definition for Knowledge Base articles and News items.
Fixed: Search strings now work as expected in Tickets.
Fixed: Setup wizard now scales better in smaller displays.
Fixed: Some areas of chat invites and the chat widget were not properly following the dir='RTL' attribute of the parent site.
Fixed: Some memory caches were not being updated correctly.
Fixed: The File Manager popup (found in KB and News) will no longer get visually messed up if there are a lot of directories or if the names are long.
Fixed: When selecting a new status for a ticket, the menu will now immediately reflect the change.
Fixed: When you start a ticket from within a live chat, the live chat will now show immediately on the Related Items tab.
Fixed: When you upload a new avatar, the new image will replace the old one, rather than only showing the filename of the new upload.
Efficiency: Back-end network connections have been reduced.
Efficiency: Database components for MySQL replaced for better stability and performance.
Efficiency: Many performance updates have been added, including improvements to database access and memory caching that help larger installations run more effectively.
Efficiency: Reworked layout for main pages to make them render and resize faster.
Efficiency: SignalR updates now replace the KeepAlive call that was being called every 10 seconds.
12.6.6480 (Sep 28, 2017)
IMPORTANT: This build resolves a security vulnerability. It is recommended to update to this version or higher.
Added: Backup UIDL file is now created to help protect from losing UIDL file on file IO error, which can cause re-download of emails.
Fixed: Append to Ticket Attachment API call correctly appends to the attachment selected.
Fixed: Issue that caused required custom fields to fail when selecting first option when creating a ticket.
11.5.6480 (Sep 28, 2017)
IMPORTANT: This build resolves a security vulnerability. It is recommended to update to this version or higher.
Fixed: Append to Ticket Attachment API call correctly appends to the attachment selected.
Fixed: Portal Ticket search losing search string when going to any page of results after the first page.
11.5.6450 (Aug 29, 2017)
IMPORTANT: This build resolves a security vulnerability. It is recommended to update to this version or higher.
Fixed: If a brand is given multiple host headers, SmarterTrack will now save them correctly.
Fixed: Multiple Canned replies can now be properly set to draft at one time.
Fixed: Resolved an issue where the default value of some Custom Fields could be overridden unintentionally.
Fixed: Using the API to close tickets will now properly send surveys.
Efficiency: Various performance improvements for larger installations.
12.6.6450 (Aug 29, 2017)
IMPORTANT: This build resolves a security vulnerability. It is recommended to update to this version or higher.
Added: POP Accounts now have an email address field, so that department emails can be identified for accounts that do not use email addresses as logins.
Fixed: A missing Raw Content file will now show a proper message to the agent.
Fixed: A thread post awaiting moderation will no longer show as "Reported."
Fixed: After saving a change to a community thread post with a category, an errant checkbox will no longer appear.
Fixed: Changing groups assigned to users will now properly update everywhere immediately.
Fixed: If a brand is given multiple host headers, SmarterTrack will now save them correctly.
Fixed: If surveys are restricted from an agent's view, sorting the ticket list will no longer cause errors.
Fixed: Issue that could cause some live chat text to not being displayed to one end of the chat.
Fixed: Multiple Canned replies can now be properly set to draft at one time.
Fixed: Reports will no longer display incorrectly while browser was using other language settings.
Fixed: Resolved a rare issue that could cause the Users / Organizations area to be inaccessible.
Fixed: Resolved a rare issue with logging in to the management interface over HTTPS.
Fixed: Resolved an issue causing reports last 30 days and 7 days not displaying correctly.
Fixed: Resolved an issue during database creation on new installs.
Fixed: Resolved an issue that can cause community search results to not appear correctly when using MySQL.
Fixed: Resolved an issue that caused certain required custom fields to break.
Fixed: Resolved an issue that could cause pop retrieval to get stuck when retrieving Tickets from an email account.
Fixed: Resolved an issue that would move an agent to the bottom of round robin after they transfer a ticket to themselves.
Fixed: Resolved an issue where the default value of some Custom Fields could be overridden unintentionally.
Fixed: Resolved an issue with Copy/Pasting images into tickets.
Fixed: Using the API to close tickets will now properly send surveys.
Fixed: When the Ticket Created Event is fired, the action to Use Default User Profile will now work properly.
Fixed: When upgrading, departments will now have default chat messages.
Efficiency: Various performance improvements for larger installations.
12.6.6347 (May 18, 2017)
Fixed: Resolved an issue where the department tree was showing groups that should not have.
Fixed: Resolved an issue with email address parsing.
11.5.6347 (May 18, 2017)
Fixed: Resolved an issue where the department tree was showing groups that should not have.
Fixed: Resolved an issue with email address parsing.
11.5.6339 (May 12, 2017)
Fixed: Customer info will be displayed properly in Ticket Time Log reports going forward.
Fixed: Events for 'Live Chat Count for Agent' and 'Live Chat Count for Department' now fire as expected.
Fixed: In some cases, if a ticket reply fails to send, they were not retrying properly.
Fixed: Issue where web.config is providing incorrect URL for documentation.
Fixed: Live chat website integration tab now auto-selects "Support HTTPS" if the global "Force HTTPS" option is enabled.
Fixed: On a new installation, buttons in setup wizard are now styled correctly.
Fixed: Profile notifications will no longer have empty "to" field for emails.
Fixed: Resolved a case when a NullReferenceException could occur when setting up new DB install.
Fixed: SMTP will no longer clear password on SMTP settings for an existing account if the user fails to re-enter it.
Fixed: The numbers generated in the department and group dashboards now show the correct numbers.
Fixed: The numbers generated in the user dashboard are now displaying correctly.
Fixed: When employee chat rooms or instant messaging are disabled, they will no longer display in the live chat tree.
Efficiency: Efficiency improvements for companies with large number of groups, departments, or brands.
Efficiency: Improvements to the way items are cached.
12.6.6338 (May 11, 2017)
Changed: If "Display folder in portal search menus" option is disabled for a KB folder, articles in that folder will no longer appear in the search.
Fixed: An error message will no longer show when sometimes transferring a ticket to the queue.
Fixed: An issue that caused certain emails to not save correctly within the ticket has been resolved.
Fixed: An issue that could cause round robin ticket assignment to assign to the same agent repeatedly has been resolved.
Fixed: Copy/pasting images into ticket will now consistently deliver the image correctly.
Fixed: Custom field default values will now properly apply when "people" is chosen for the type of field.
Fixed: Customer info will be displayed properly in Ticket Time Log reports going forward.
Fixed: Events for 'Live Chat Count for Agent' and 'Live Chat Count for Department' now fire as expected.
Fixed: If an agent chooses auto-select when assigning a ticket, the ticket will no longer go to that agent if it should not.
Fixed: In an active chat, the Online Agents > Add Agent button now functions as intended.
Fixed: In some cases, if a ticket reply fails to send, they were not retrying properly.
Fixed: Line breaks are now preserved in live chats and live chat transcripts.
Fixed: Live chat website integration tab now auto-selects "Support HTTPS" if the global "Force HTTPS" option is enabled.
Fixed: On a new installation, buttons in setup wizard are now styled correctly.
Fixed: Profile notifications will no longer have empty "to" field for emails.
Fixed: Reply button on community posts no longer breaks when certain types of posts are made.
Fixed: Resolved a case when a NullReferenceException could occur when setting up new DB install.
Fixed: Resolved an issue that could cause the employee instant messaging and chat rooms features to not work properly.
Fixed: Resolved an issue where live chats were not getting translated properly.
Fixed: SMTP will no longer clear password on SMTP settings for an existing account if the user fails to re-enter it.
Fixed: The numbers generated in the department and group dashboards now show the correct numbers.
Fixed: The numbers generated in the user dashboards are now displaying correctly.
Fixed: When creating custom fields, dropdown will no longer show the field name as an option.
Fixed: When employee chat rooms or instant messaging are disabled, they will no longer display in the live chat tree.
Efficiency: Improvements for companies with large numbers of groups, departments, or brands.
Efficiency: Improvements to the way items are cached.
11.5.6290 (Mar 23, 2017)
Changed: Modified the rules for email detection to allow ticket importing from email addresses that contain certain special characters.
Fixed: Agents who do not have role permissions to create knowledge base articles in specific folders can no longer assign articles to those folders.
Fixed: Issue that prevented some old deleted tickets from being purged from the database.
Fixed: Issue that would show deleted users with open tickets, even though there were no open tickets during the timeframe selected.
Fixed: When using the Portal option, Email All My Tickets, the links that are included in the email now navigate to the Portal's Tickets section as expected.
Efficiency: Increased optimization for brand caching.
12.5.6289 (Mar 23, 2017)
Fixed: Case where some attachments were not saved correctly.
Fixed: Issue that prevented some old deleted tickets from being purged from the database.
Fixed: Issue that would show deleted users with open tickets, even though there were no open tickets during the timeframe selected.
Fixed: When Employees are removed from SmarterTrack, the MYSQL database now properly deletes that Employee.
Fixed: When using the Portal option, Email All My Tickets, the links that are included in the email now navigate to the Portal's Tickets section as expected.
Efficiency: Increased optimization for brand caching.
12.5.6277 (Mar 13, 2017)
Changed: Modified the rules for email detection to allow ticket importing from email addresses that contain certain special characters.
Fixed: Agents who do not have role permissions to create knowledge base articles in specific folders can no longer assign articles to those folders.
Fixed: An issue that caused some tickets to send the wrong attachment when forwarding a ticket.
Fixed: Assigning an agent to a group now properly displays the agent as a member of that group in the Employee settings.
Fixed: Assigning an agent to a group now properly displays the agent as a member of that group in the Group settings.
Fixed: Cases where an event fired every minute rather than the frequency set in the event action.
Fixed: For help desks with multiple brands, transferring multiple tickets at a time now properly displays the group(s) associated with the brand that's selected by default.
Fixed: The event action ‘Set Ticket Priority’ now works as expected.
Fixed: Tickets are now properly assigned to the agent chosen in the agent selection field rather than the agent who created the ticket.
12.5.6250 (Feb 9, 2017)
Added: Additional logging for a case where an email was not sent in response to a ticket.
Added: Support for Microsoft Azure Translation services.
Changed: When creating and transferring tickets in the Tickets section, agents will no longer see a brand if they are not a member of that brand's groups or departments.
Fixed: "Before Live Chat" text now shows correctly on the live chat link when a translatable string is used.
Fixed: A case where Groups were not available when transferring tickets.
Fixed: An issue that prevented a new database to be created.
Fixed: Changing the brand now properly loads the agent list for tickets.
Fixed: The Brand name now properly shows on the portal when a translatable string is used.
Fixed: Username is now properly translated on the Forgot Password modal.
Efficiency: Improved a caching mechanism that could potentially cause locking issues.
Efficiency: Improvements made to the way and frequency that the database is checked for upgrade.
Efficiency: Major events system optimization
Efficiency: Optimized caching on the left tree when viewing public departments.
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