SmarterTrack Changelog

What's new in SmarterTrack 14.1.6911

December 3rd, 2018
  • Added: "Download All" for attachments in a ticket message that contains attachments.
  • Added: A new brand setting to specify the minimum role type necessary to access KB articles from the portal.
  • Added: Ability for Admins/Managers to change the AFK status of other agents.
  • Added: Ability to clone KB Articles.
  • Added: Ability to clone News Items.
  • Added: Ability to clone Users.
  • Added: Ability to create a new Community thread out of an existing reply or move a reply to an existing thread.
  • Added: Ability to manage the active agents for a group.
  • Added: Ability to relate chats to call logs, and call logs to chats.
  • Added: Added rel="nofollow" to user profile links to prevent web crawlers from analyzing profiles.
  • Added: API method to retrieve internal ticket status that includes the locked status.
  • Added: Auto-hyperlink URLs in KB feedback.
  • Added: Cancel button when editing Community posts.
  • Added: Cancel button when editing KB feedback.
  • Added: Canned Replies can use translatable strings for folder names.
  • Added: Completed Live Chats can be translated.
  • Added: Create new ticket APIs to allow specifying BCC addresses. New APIs are AddMessageToTicketWithBcc, AddMessageToTicketWithBccFromUser, AddMessageToTicketWithDateAndBcc, and AddMessageToTicketWithDateAndBccFromUser.
  • Added: Global ticket setting to set the default Reply button.
  • Added: History log entries for "Add Related Item" and "Remove Related Item".
  • Added: KB Articles can use translatable strings for folder names.
  • Added: Long press opens context menu on mobile devices.
  • Added: New API with the ability to include CC addresses when creating a ticket.
  • Added: New GetTicketMessageAttachments API call to retrieve ticket attachments for a single ticket message.
  • Added: New link permissions settings.
  • Added: Option for admins to resend user verification email from the management interface.
  • Added: Replies to a problem thread can now be marked as the Resolution.
  • Added: Send button added to the embedded chat widget next to the reply text field.
  • Added: Take ticket option to the tickets Actions menu and the context menu.
  • Added: The ability to add a comment to a user while editing the user.
  • Added: Ticket counter for the Follow-up view.
  • Added: Ticket messages can be translated.
  • Added: Ticket subject on portal now displays subject length limit.
  • Added: Ticket visible fields setting now includes standard data fields.
  • Added: UI indicator that there is at least one unread agent-to-agent chat message.
  • Added: Warning when changing the type of a custom field.
  • Added: When clicking on a non-registered email address from tickets, have the ability to create a new user from the user detail page directly.
  • Added: When marking a community thread as sticky, a duration can now be specified.
  • Added: When viewing a user, the completed forms associated with that user are now available.
  • Added: When viewing an organization, the completed forms associated with that organization are now available.
  • Changed: "Change Password" page styling now matches the "Registration" page styling.
  • Changed: Admin accounts are now able to see all tickets.
  • Changed: Agent signature now used when forwarding a ticket message.
  • Changed: Agents now stay in the same section when refreshing the page instead of going back to Tickets.
  • Changed: Assigned agent is displayed in the details for any Active Global chats.
  • Changed: Community profile activity now shows all threads that the user has participated in or subscribed to.
  • Changed: Dragging-and-dropping files into the ticket compose window will now add the file as a ticket attachment rather than inserting an in-line link.
  • Changed: Email Chat Transcript option is hidden if the associated brand has SMTP settings set to "None" and department is set to use brand settings.
  • Changed: Employees are no longer able to make tickets or call logs for brands they are not a part of.
  • Changed: External provider info moved above the scrollable area in chats.
  • Changed: Froala editor is now in place, replacing older CKEditor.
  • Changed: ntext fields are now nvarchar(max) for SQL Server installs.
  • Changed: Portal signatures no longer have a character limit.
  • Changed: Prevent Base64 encoded images from being included in Community posts.
  • Changed: Reply editor is now hidden from banned users.
  • Changed: Survey rating question use drop-down instead of radio buttons.
  • Changed: Tasks no longer have a history, and the header now includes "Last Modified".
  • Changed: The default ValidDocumentExtensions setting has been simplified to only include .*
  • Changed: The delete brand modal only shows items that the brand currently has.
  • Changed: The department setting for "Allow all agents to see contents" has been replaced by the settings "Allow advanced search for all agents to return contents of this department" and "Allow all managers to see the contents of this department".
  • Changed: Upgraded to .NET 4.7.2.
  • Changed: Upgraded to jQuery 3.1.
  • Changed: View News role permission was replaced with a Brand setting.
  • Changed: When a user's Avatar is denied a message shows that it was denied.
  • Changed: When configuring manual chat events, the Idle Minutes condition is no longer required.
  • Changed: When forwarding a ticket, HTML is used instead of the plain text, if it is available.
  • Changed: When triggering a manual event, the modal for selecting the event and the modal for verifying the actions related to the event have been merged.
  • Changed: When using one of the AddMessageToTicket API methods, if the to address is not provided and the ticket is from the customer, name of the department that the ticket is assigned to is used.
  • Efficiency: Perform batch deletions using a background thread to prevent locking the interface.
  • Fixed: AdBlock and AdBlock Plus may hide the News icon in the portal header.
  • Fixed: Adding groups to an employee triggers a SQL error and an oops page.
  • Fixed: After replying to a question thread and editing the answer, the tab title is no longer properly HTML encoded.
  • Fixed: Can't edit a POP account that is associated with a deleted department, preventing the POP account from being assigned to another department.
  • Fixed: Chat survey score stars are not being properly filled.
  • Fixed: Deleted departments/pop accounts are still being processed for new emails.
  • Fixed: Deleting threads as part of deleting a community category can break if there are attachments.
  • Fixed: Draft save toast notification no longer shows multiple times.
  • Fixed: Follow-up modal not presented properly for a ticket opened from a "Related Items" tab.
  • Fixed: For tickets, Add > New Call Log is not showing the Related Item record while creating the call log.
  • Fixed: Get from Queue action is available when looking at advanced search results.
  • Fixed: If a userID is not specified when using the API to add a ticket message, the message is created as if it is from the account used to authenticate the API.
  • Fixed: If stored files need to be archived, and the zip file already exists, the files are deleted without adding them to the zip archive.
  • Fixed: Issues with unneeded redirects for KB articles based on language.
  • Fixed: Manual events don't refresh the History tab for Live Chats.
  • Fixed: Moderation reason sometimes showing in the wrong language.
  • Fixed: Quoted text not correctly formatted.
  • Fixed: Safari and Chrome for Mac not rendering background color properly for the Approve/Deny buttons on the Avatar Approval page.
  • Fixed: Saving call log without agent triggers endless spinner.
  • Fixed: Thread modals can put some web crawlers into tracing loops.
  • Fixed: Threads list doesn't use the full space on mobile.
  • Fixed: Ticket replies sometimes take 15 seconds or more to send.
  • Fixed: Ticket subjects aren't cleaned the same in ticket view and user detail grid.
  • Fixed: Ticket view doesn't update when group is deleted.
  • Fixed: Unsupported file types can no longer be sent in a chat.
  • Fixed: User dashboard sorting by username instead of displayname.
  • Fixed: User experience was greatly improved when using "Select All" in an area with a large number of items (such as completed chats in production).
  • Fixed: Username/email address fields in portal profile are too narrow.
  • Fixed: Using Back to Community Threads doesn't update the thread status.
  • Fixed: Using Select All in a content pane when only one item is shown causes an endless spinner.
  • Fixed: Using Take on an advanced search result item collapses the menu bar.
  • Fixed: When a chat is transferred from an agent, and later back to that agent, the chat does not pop up again.
  • Fixed: When deleting an attachment from a ticket reply, the entire window is refreshed.
  • Fixed: When multiple items are selected, cancelling the delete confirmation deselects the items.
  • Fixed: When opening a page in management interface, all buttons flash before hidden.
  • Removed: Canned Reply history tab.
  • Removed: KB article history tab.
  • Removed: Management interface "Comments" from KB.
  • Removed: News Item history tab.
  • Removed: Tabs that only contain non-editable data have been removed when editing a user or organization.
  • Removed: The "Department Selection Message" brand settings for live chats and tickets.
  • Removed: Unused language strings.

New in SmarterTrack 14.1.6910 (December 3rd, 2018)

  • Added: "Download All" for attachments in a ticket message that contains attachments.
  • Added: A new brand setting to specify the minimum role type necessary to access KB articles from the portal.
  • Added: Ability for Admins/Managers to change the AFK status of other agents.
  • Added: Ability to clone KB Articles.
  • Added: Ability to clone News Items.
  • Added: Ability to clone Users.
  • Added: Ability to create a new Community thread out of an existing reply or move a reply to an existing thread.
  • Added: Ability to manage the active agents for a group.
  • Added: Ability to relate chats to call logs, and call logs to chats.
  • Added: Added rel="nofollow" to user profile links to prevent web crawlers from analyzing profiles.
  • Added: API method to retrieve internal ticket status that includes the locked status.
  • Added: Auto-hyperlink URLs in KB feedback.
  • Added: Cancel button when editing Community posts.
  • Added: Cancel button when editing KB feedback.
  • Added: Canned Replies can use translatable strings for folder names.
  • Added: Completed Live Chats can be translated.
  • Added: Create new ticket APIs to allow specifying BCC addresses. New APIs are AddMessageToTicketWithBcc, AddMessageToTicketWithBccFromUser, AddMessageToTicketWithDateAndBcc, and AddMessageToTicketWithDateAndBccFromUser.
  • Added: Global ticket setting to set the default Reply button.
  • Added: History log entries for "Add Related Item" and "Remove Related Item".
  • Added: KB Articles can use translatable strings for folder names.
  • Added: Long press opens context menu on mobile devices.
  • Added: New API with the ability to include CC addresses when creating a ticket.
  • Added: New GetTicketMessageAttachments API call to retrieve ticket attachments for a single ticket message.
  • Added: New link permissions settings.
  • Added: Option for admins to resend user verification email from the management interface.
  • Added: Replies to a problem thread can now be marked as the Resolution.
  • Added: Send button added to the embedded chat widget next to the reply text field.
  • Added: Take ticket option to the tickets Actions menu and the context menu.
  • Added: The ability to add a comment to a user while editing the user.
  • Added: Ticket counter for the Follow-up view.
  • Added: Ticket messages can be translated.
  • Added: Ticket subject on portal now displays subject length limit.
  • Added: Ticket visible fields setting now includes standard data fields.
  • Added: UI indicator that there is at least one unread agent-to-agent chat message.
  • Added: Warning when changing the type of a custom field.
  • Added: When clicking on a non-registered email address from tickets, have the ability to create a new user from the user detail page directly.
  • Added: When marking a community thread as sticky, a duration can now be specified.
  • Added: When viewing a user, the completed forms associated with that user are now available.
  • Added: When viewing an organization, the completed forms associated with that organization are now available.
  • Changed: "Change Password" page styling now matches the "Registration" page styling.
  • Changed: Admin accounts are now able to see all tickets.
  • Changed: Agent signature now used when forwarding a ticket message.
  • Changed: Agents now stay in the same section when refreshing the page instead of going back to Tickets.
  • Changed: Assigned agent is displayed in the details for any Active Global chats.
  • Changed: Community profile activity now shows all threads that the user has participated in or subscribed to.
  • Changed: Dragging-and-dropping files into the ticket compose window will now add the file as a ticket attachment rather than inserting an in-line link.
  • Changed: Email Chat Transcript option is hidden if the associated brand has SMTP settings set to "None" and department is set to use brand settings.
  • Changed: Employees are no longer able to make tickets or call logs for brands they are not a part of.
  • Changed: External provider info moved above the scrollable area in chats.
  • Changed: Froala editor is now in place, replacing older CKEditor.
  • Changed: ntext fields are now nvarchar(max) for SQL Server installs.
  • Changed: Portal signatures no longer have a character limit.
  • Changed: Prevent Base64 encoded images from being included in Community posts.
  • Changed: Reply editor is now hidden from banned users.
  • Changed: Survey rating question use drop-down instead of radio buttons.
  • Changed: Tasks no longer have a history, and the header now includes "Last Modified".
  • Changed: The default ValidDocumentExtensions setting has been simplified to only include .*
  • Changed: The delete brand modal only shows items that the brand currently has.
  • Changed: The department setting for "Allow all agents to see contents" has been replaced by the settings "Allow advanced search for all agents to return contents of this department" and "Allow all managers to see the contents of this department".
  • Changed: Upgraded to .NET 4.7.2.
  • Changed: Upgraded to jQuery 3.1.
  • Changed: View News role permission was replaced with a Brand setting.
  • Changed: When a user's Avatar is denied a message shows that it was denied.
  • Changed: When configuring manual chat events, the Idle Minutes condition is no longer required.
  • Changed: When forwarding a ticket, HTML is used instead of the plain text, if it is available.
  • Changed: When triggering a manual event, the modal for selecting the event and the modal for verifying the actions related to the event have been merged.
  • Changed: When using one of the AddMessageToTicket API methods, if the to address is not provided and the ticket is from the customer, name of the department that the ticket is assigned to is used.
  • Efficiency: Perform batch deletions using a background thread to prevent locking the interface.
  • Fixed: AdBlock and AdBlock Plus may hide the News icon in the portal header.
  • Fixed: Adding groups to an employee triggers a SQL error and an oops page.
  • Fixed: After replying to a question thread and editing the answer, the tab title is no longer properly HTML encoded.
  • Fixed: Can't edit a POP account that is associated with a deleted department, preventing the POP account from being assigned to another department.
  • Fixed: Chat survey score stars are not being properly filled.
  • Fixed: Deleted departments/pop accounts are still being processed for new emails.
  • Fixed: Deleting threads as part of deleting a community category can break if there are attachments.
  • Fixed: Draft save toast notification no longer shows multiple times.
  • Fixed: Follow-up modal not presented properly for a ticket opened from a "Related Items" tab.
  • Fixed: For tickets, Add > New Call Log is not showing the Related Item record while creating the call log.
  • Fixed: Get from Queue action is available when looking at advanced search results.
  • Fixed: If a userID is not specified when using the API to add a ticket message, the message is created as if it is from the account used to authenticate the API.
  • Fixed: If stored files need to be archived, and the zip file already exists, the files are deleted without adding them to the zip archive.
  • Fixed: Issues with unneeded redirects for KB articles based on language.
  • Fixed: Manual events don't refresh the History tab for Live Chats.
  • Fixed: Moderation reason sometimes showing in the wrong language.
  • Fixed: Quoted text not correctly formatted.
  • Fixed: Safari and Chrome for Mac not rendering background color properly for the Approve/Deny buttons on the Avatar Approval page.
  • Fixed: Saving call log without agent triggers endless spinner.
  • Fixed: Thread modals can put some web crawlers into tracing loops.
  • Fixed: Threads list doesn't use the full space on mobile.
  • Fixed: Ticket replies sometimes take 15 seconds or more to send.
  • Fixed: Ticket subjects aren't cleaned the same in ticket view and user detail grid.
  • Fixed: Ticket view doesn't update when group is deleted.
  • Fixed: Unsupported file types can no longer be sent in a chat.
  • Fixed: User dashboard sorting by username instead of displayname.
  • Fixed: User experience was greatly improved when using "Select All" in an area with a large number of items (such as completed chats in production).
  • Fixed: Username/email address fields in portal profile are too narrow.
  • Fixed: Using Back to Community Threads doesn't update the thread status.
  • Fixed: Using Select All in a content pane when only one item is shown causes an endless spinner.
  • Fixed: Using Take on an advanced search result item collapses the menu bar.
  • Fixed: When a chat is transferred from an agent, and later back to that agent, the chat does not pop up again.
  • Fixed: When deleting an attachment from a ticket reply, the entire window is refreshed.
  • Fixed: When multiple items are selected, cancelling the delete confirmation deselects the items.
  • Fixed: When opening a page in management interface, all buttons flash before hidden.
  • Removed: Canned Reply history tab.
  • Removed: KB article history tab.
  • Removed: Management interface "Comments" from KB.
  • Removed: News Item history tab.
  • Removed: Tabs that only contain non-editable data have been removed when editing a user or organization.
  • Removed: The "Department Selection Message" brand settings for live chats and tickets.
  • Removed: Unused language strings.

New in SmarterTrack 14.1.6885 (November 8th, 2018)

  • Changed: Hidden grids on the employee edit and preview pages no longer load, speeding up page loads.
  • Fixed: After registering a new account, the page is automatically redirected, preventing the user from seeing the note about account verification.
  • Fixed: Autoresponders break when trying to replace translatable strings.
  • Fixed: Bad link URLs in the German translations of hosted messages.
  • Fixed: Can't embed YouTube videos using privacy-enhanced mode.
  • Fixed: Double clicking an item in the Surveys content pane can cause unrelated questions to be displayed.
  • Fixed: GetTicketsBySearch API call not returning queued tickets when no agent is specified.
  • Fixed: Locked out users can't reset password.
  • Fixed: News and KB navigation buttons are missing from a fresh install.
  • Fixed: Recent News is improperly styled on new installs.
  • Fixed: Single Selection type survey questions must be answered to submit survey, even when they are not marked as required.
  • Fixed: Ticket Purge can fail and hang the purge thread.
  • Fixed: Using Insert Form on a new ticket generates a bad link and prevents the ticket window from auto-closing.
  • Fixed: Variables list incorrectly displaying for the Send Canned Reply event action type.
  • Fixed: When an incoming email has a from address like "John Doe (john.doe@example.com)" <john.doe@example.com>, the email address is not properly parsed.
  • Fixed: When using "Forgot Password" on the portal, the message that the request has been sent fades too quickly.

New in SmarterTrack 14.1.6813 (September 1st, 2018)

  • Fixed: "Clear" button for KB Advanced Search does not work.
  • Fixed: Community Permissions alert does not match Custom Portal colors.
  • Fixed: Event actions and Groups do not delete in IE.
  • Fixed: From the portal ticket submission page, uploading a file that is too large redirects to a 404 error page.
  • Fixed: Portal color option fields are too narrow on Mac browsers.
  • Fixed: User or agent avatars uploaded from the management interface don't save.
  • Fixed: Using the CreateTicketWIthDate API method with sendEmail set to true returns a "Failed to create the ticket" error even though the ticket is created.
  • Fixed: When a conversation is sent from the My Conversations page to an agent, the message field is not cleared.
  • Fixed: When merging tickets from the User Details window, the tickets grid is not refreshed.
  • Fixed: When the navigation tree pane is very narrow (or groups have really long names), there can be issues displaying the counts properly.
  • Fixed: When there are no threads to show, the Mark All as Read control is still visible.
  • Fixed: While configuring a new ticket event, actions cannot be deleted.

New in SmarterTrack 14.1.6795 (August 10th, 2018)

  • Added: Add "Remove Format" button to portal HTML editors.
  • Added: When navigating from the "Create Thread" page before the thread is posted, warn the user they are about to lose data.
  • Changed: Cookie and Privacy policy settings have been moved to a new tab.
  • Changed: For tickets in the content pane, the ticket subject now displays as the first line/header instead of the user name and email.
  • Changed: If a user doesn't have permission to include links in their conversations, an error message is displayed.
  • Changed: Modify then Send Message modal behavior and add a more descriptive toast notification for when a user tries to message another user who has blocked them.
  • Changed: Recent and Recently Transferred will continue to be enabled when a specific brand is selected.
  • Changed: Show the max file size error with the file size in KB or MB, as appropriate.
  • Fixed: Attachments are getting treated as duplicates even if the original attachment no longer exists on disk.
  • Fixed: Call Logs By Agent view is not actually filtering by agent.
  • Fixed: Can't remove a translation from a translatable string.
  • Fixed: Clicking Cancel on the Start Trial modal in the Licensing area makes the menu bar briefly disappear.
  • Fixed: Custom fields are not properly limiting the length of entered text values.
  • Fixed: Delete option in the KB content pane's context menu doesn't work.
  • Fixed: Moderation reason showing up in Russian.
  • Fixed: Recipient email address is not always included in the Ticket History for outbound messages.
  • Fixed: Saving a custom template fails saying there are multiple of the same field even if there are not.
  • Fixed: Saving Email or Management Interface settings triggers endless spinner.
  • Fixed: Status icons for chats in the User Details view are missing.
  • Fixed: User details windows always open in the same window.
  • Fixed: When configuring a Custom Template, the same Custom Field can be added multiple times.
  • Fixed: When sending a Manual Ticket Event, the Manual Events list includes events that have been disabled.
  • Fixed: When using Edge, the User edit popup doesn't close the first time the save button is clicked.
  • Fixed: Who's on filter not editable right after being edited.
  • Translations: Update German language file to correct "Forward" translation.

New in SmarterTrack 14.1.6781 (July 27th, 2018)

  • Added: At Settings > Employees, Administrators can now right-click on an employee to access the Delete option.
  • Added: When an employee successfully changes their password, a toast notification is displayed that their password was successfully changed.
  • Added: When viewing tickets at the Portal, a "Back to Tickets" link is now available to return you to the previous page.
  • Changed: At Settings > Who's On, the Save button is hidden when viewing the Website Integration tab.
  • Changed: At Settings > Who's On, the Website Integration tab is now inactive if Who's On is disabled.
  • Changed: In the Who's On navigation pane, the context menu was simplified to remove the "Actions" submenu header.
  • Changed: Moved list of Custom Reports to a drop down to help separate the reports from "Manage Custom Reports" and "Scheduled Email Reports".
  • Changed: The contrast checker will now verify that the new color is a better contrast before applying it.
  • Fixed: Adding a new or editing an existing knowledge base article caused an Oops! page when viewing the article at the Portal and Management Interface due to the KB Cache removing articles instead of clearing cache.
  • Fixed: Firing a manual task event requires a refresh of the preview pane before updating the task's History tab.
  • Fixed: In Dark theme, the copyright notice on the About SmarterTrack modal is difficult to read.
  • Fixed: In the Knowledge Base content pane, the order of the KB's private/public and reviewed/needs review statuses could vary.
  • Fixed: Logos with a transparent background do not display properly on the Portal.
  • Fixed: No error message shows when trying to save multiple of the same custom field on a Template.
  • Fixed: Saving an edited task causes infinite spinner.
  • Fixed: Saving Who's On settings causes an infinite spinner.
  • Fixed: The 'Drop down list' and 'Drop down list with textbox' custom field types were not properly rendering translatable strings.
  • Fixed: Ticket API "AddMessageToTicket" is not sending email to the inputted CC address.
  • Fixed: When using the Show HTML option on a ticket, link without a set target cause the following text to be truncated.
  • Fixed: When viewing a knowledge base article in the management interface, the count on the Translation tab is only displayed when editing the article.

New in SmarterTrack 14.1.6773 (July 20th, 2018)

  • Added: Ability to add Members to an Organization when creating the Organization.
  • Added: Ability to create a Form field for a website URL.
  • Added: Blacklist setting for free email domains so they cannot be used for Organization Members added using the Domain Member type. (E.g., gmail.com, yahoo.com, etc.)
  • Added: Confirmation modal to Reset Statistics button.
  • Added: New option for Organization Members to allow specific Member types to view all Organization tickets in the portal.
  • Added: Organization Members can be created based on phone number.
  • Added: Show which Members have permission to view Organization tickets in the portal.
  • Added: Start Time to the displayed details in the Merge Tickets modal.
  • Added: Text areas with size limits now have a character counter.
  • Added: Ticket Events can now have a Send Form action.
  • Added: When viewing an individual ticket on the portal, the status of the ticket is shown.
  • Changed: Adding an internal attachment to ticket or deleting an attachment from a ticket will now trigger the ticket content pane to update and either display or remove the attachment icon.
  • Changed: Adjusted behavior for report abuse/moderate abuse involving agents.
  • Changed: Adjusted color of icons in the ticket content pane to be more consistent.
  • Changed: Creating a New Task opens in a new window instead of a modal.
  • Changed: Dates and times for Agent chats will always show the date and time.
  • Changed: If a ticket is reopened when assigned to a deleted agent - or an agent who no longer has access to the group the ticket is in - the ticket is transferred to the queue.
  • Changed: If the customer for a ticket submitted through the portal is not a user, the display name that was submitted is now shown in the ticket details.
  • Changed: In the Events grid, the Status column has been replaced with the Enabled column and a checkmark is displayed when an Event is enabled.
  • Changed: Language strings for the management password reset page updated.
  • Changed: Limit viewing of tickets on the portal to Members of an Organization with specific usernames, or email address and/or domain members who have the verified email Role.
  • Changed: Replaced check-boxes to either be empty or show a check-mark in some grids.
  • Changed: Restyle the Notification Profile modal.
  • Changed: The Members grid for an Organization now lists "Username" instead of "User" in the type column.
  • Changed: The My Conversation send button now uses a drop-down to contain the send, report and block options.
  • Changed: When a Ticket without a customer is viewed in the management interface, it will try to find a matching verified user account based on the first listed email address.
  • Changed: When deleting an employee, only ask about reassigning items that the employee had.
  • Changed: When getting KB articles or news items for a portal user, include any generic language articles for users who have a specific region selected. Example Generic English ("en") included for specific English-US ("en-us").
  • Fixed: Attempting to delete the default brand triggers an endless spinner.
  • Fixed: Auto Close and Auto Delete are ignore tickets in deleted departments.
  • Fixed: Chat system messages are inserting language strings based on sending user's language preference.
  • Fixed: Draft saves no longer show a confirmation when it is successful.
  • Fixed: Google recaptcha not working properly.
  • Fixed: Header elements can overlap when using a narrow window.
  • Fixed: HyperGrids in modals have inconsistent background color.
  • Fixed: If a cache throws an exception while initializing, the IIS app pool must be reset to allow the cache to try initializing again.
  • Fixed: If the Organization at the bottom of the list is deleted, the preview pane is not refreshed.
  • Fixed: If the selected brand is changed while looking at the Ticket Queue, the content pane and preview pane are not properly refreshed.
  • Fixed: If uploading an invalid file type for a user's avatar, an endless spinner is triggered.
  • Fixed: In Group settings, removing a user from a group causes an endless spinner.
  • Fixed: Insert canned reply search is not returning results as expected.
  • Fixed: KB article doesn't properly validate the length of the Summary when saving.
  • Fixed: KnowledgeBase link in a Community thread can lead to a broken KB article causing an error on the page to show where the link should be.
  • Fixed: Management forgot password page shows the Old Password label.
  • Fixed: Manager/Admin chat UI inconsistent when opening a chat from a link.
  • Fixed: Reopening a ticket assigned to a deleted group or department can cause tickets to not show in the content pane.
  • Fixed: Resent ticket message not including attachments.
  • Fixed: Saving a long summary under the character limit for a news item can cause unexpected results.
  • Fixed: Saving a signature with a brand selected causes an oops page.
  • Fixed: Saving Live Chat settings causes endless spinner.
  • Fixed: Some agents unable to view completed forms.
  • Fixed: Sorting Canned Replies by language sorts the languages in an unexpected order.
  • Fixed: Text on "Ban User" confirmation is incorrect font size.
  • Fixed: The Send Message and Report Abuse button does not immediately show the login modal for Portal visitors who are not logged in.
  • Fixed: Ticket counts are out of sync with visible tickets for Admin accounts that are not members of all groups.
  • Fixed: Transferring completed live chat doesn't update the content pane.
  • Fixed: When a brand is using the default SMTP, the Forgot Password link does not show on the portal.
  • Fixed: When a completed live chat is assigned to a deleted agent, the agents name is not displayed in the content pane.
  • Fixed: When a completed live chat is assigned to the queue, it doesn't show "Queue" in the panel grid for the global view.
  • Fixed: When a user's activity is hidden due to pending moderation, the "No items to show" text is missing.
  • Fixed: When deleting an agent, pinned tickets and tickets with drafts are not transferring to the target agent.
  • Fixed: When returning from selecting a form field type in the Add Field modal, the Field Type drop-down loses focus.
  • Fixed: When switching from Gravatar to an uploaded avatar, the new image must be uploaded twice.
  • Fixed: When the ticket content pane is refreshed, the selected ticket may change.
  • Fixed: When tickets are filtered by brand, the count for the Queue is incorrect.
  • Fixed: When trying to delete a ticket template that is associated with a department, the delete fails without showing a failure notification with the reason why.
  • Fixed: When unpinning a ticket, the menu item stays checked.
  • Fixed: When using Firefox, tickets that are changed to active while viewing the Active list do not always load correctly.
  • Fixed: When viewing a reported profile the styling of the Reported tag is incorrect for users without moderation controls.
  • Removed: "Verified" from the Registered users view content pane.

New in SmarterTrack 14.0.6752 (June 28th, 2018)

  • Changed: Reorder context menus so that Delete is not the first item.
  • Fixed: Files with a + in the name don't save or send properly when using "Attach Files" in the reply window.
  • Fixed: KB article translations cannot be unlinked.
  • Fixed: Modifying a user's role does not update the preview pane.
  • Fixed: Modifying the start date/time on Call Logs, Tasks, etc. changes the end date/time, even if it is later then the new start date/time.
  • Fixed: Not all user caches are properly updated when a new user is created, preventing the user/agent from logging in.
  • Fixed: Performing a search on the Tickets > Organizations tab at the Portal switches the view to and returns results for the My Tickets tab.
  • Fixed: Reporting for "Replies Inserted into Tickets" was not preserved for Canned Replies reports.
  • Fixed: Transferring a chat without a comment creates an empty transfer comment.
  • Fixed: Using the Resend option on a ticket duplicates the ticket number in the email subject.

New in SmarterTrack 14.0.6746 (June 23rd, 2018)

  • Changed: Counters in the Alerts menu should use Content Background Color for the text and Text Color for the background.
  • Changed: When editing an existing organization, adding/deleting a comment happens immediately instead of waiting for the organization to save.
  • Efficiency: Removed a small browser memory leak on the management interface.
  • Fixed: Can't send conversation messages from a user's Community profile page when using MySQL.
  • Fixed: Changing a user's username doesn't properly update the UserIdsByNameCache.
  • Fixed: Cookie disclaimer not replacing translatable strings when used.
  • Fixed: DropDown with Text custom fields are missing the DropDown control.
  • Fixed: If the IP blacklist on the security page has never been set, it will display "System.Collections.Generic.HashSet`1[System.String]".
  • Fixed: In Dark Theme, text from Insert Code Snippet button is incorrectly styled when inserting from Canned Reply.
  • Fixed: Portal color settings not correctly mapped when upgrading to version 14.
  • Fixed: Portal Signature and Privacy/Cookie Notification textboxes in the management interface are defaulting to <p> tags instead of <div> tags.
  • Fixed: Some divider lines on the Community Profile page don't use the Brand's Secondary Color setting.
  • Fixed: Some new installs error while trying to build the UpgradeTasks list.
  • Fixed: Text from Insert Code Snippet button gets inserted without line breaks in chats and ticket replies.
  • Fixed: Translatable strings aren't inserting into the Cookie Policy field.
  • Fixed: Trying to delete a brand can trigger an endless spinner.
  • Fixed: Upgrading to SmarterTrack 14 with MySQL 5.5 causes errors.
  • Fixed: Validation message for the CAPTCHA when creating a new Community thread is incorrect.
  • Fixed: When composing a ticket reply while using dark theme, the custom fields tags have insufficient contrast.
  • Fixed: When determining if a user is a member of an Organization that allows members to view all tickets, checking for membership by email is case sensitive.
  • Fixed: When editing a form, closing the "Add Field" modal with the X breaks the "Add Field" button.
  • Fixed: When updating your avatar from the portal interface, if the only options are "Select your own" and "None", the "None" option doesn't work.
  • Fixed: When using Edge, tabs are not fully rendering for Brands, Groups, and when replying to a ticket.
  • Fixed: When viewing a task's History tab, Manual Task Event is showing the unfriendly language string name.

New in SmarterTrack 14.0.6743 (June 19th, 2018)

  • Key Features
  • Customizable Forms can be created for use in chats and tickets.
  • Organizations can now be configured to allow members to see all tickets associated with the organization at the Portal.
  • Release Notes
  • IMPORTANT: Due to the significant changes in SmarterTrack 14.x, you cannot downgrade or restore your installation to previous versions.
  • IMPORTANT: Removed File Manager from Knowledge Base and News Items. Files that were previously inserted in articles or news items have been converted to attachments on that item. Files that are stored in File Manager but not attached to any item will be deleted. Prior to upgrading, preserve any files you wish to save by accessing {SmarterTrack}MRSApp_DataUserResources.
  • Added: A new look to the privacy, cookie and terms of service disclaimer. The previous disclaimer found in the brand's Portal footer, "By using this site, you are accepting cookies to store user state and login information", will no longer be displayed. Instead, Administrators can now add their own text and customize the color of the privacy, cookie and terms, which will appear in a small box on the Portal.
  • Added: Ability to specify a Privacy Policy URL for when a user submits a ticket at the Portal or initiates a chat.
  • Added: An attachment indicator is included in the content pane of the Tickets section and ticket grids.
  • Added: Enhanced Organizations with new fields and functionality, including additional profile details and the ability to add internal comments.
  • Added: For all save processes, a spinner is displayed if the process is slow.
  • Added: New API call for EditTicketNoteHTML, which allows administrators to edit a ticket's comment in HTML rather than plain text.
  • Added: New color options for customizing the look of a brand's Portal.
  • Added: New event types for triggering actions when a form is sent or completed in a ticket or live chat.
  • Added: Portal conversations are now contained in a My Conversations page.
  • Changed: All user profile settings available in the management interface at Users, Employees and My Preferences are now available in the portal at My Settings.
  • Changed: An agent's portal signature is now HTML editable from the management interface.
  • Changed: Departments are sorted alphabetically in the Call Logs navigation pane.
  • Changed: For related items, changed "View" to "Open".
  • Changed: Knowledge Base articles and News Items now handle attachments like Live Chat and Tickets, where the file is attached to the specific article or news item, and deleting the article or news item will delete the associated attachments.
  • Changed: Made styling for search fields consistent on the portal.
  • Changed: Minor adjustments to management interface styling.
  • Changed: Modified Insert Canned Reply to be more mobile friendly.
  • Changed: Modified styling of offered surveys.
  • Changed: Moved the default SMTP account from the Settings.xml file and stored it in the database.
  • Changed: On the Live Chat advanced search page, replaced the "Inactive" status option with "Completed".
  • Changed: Standardized styling for full-width warnings.
  • Changed: Streamlined menu structures by removing unneeded menu levels.
  • Changed: The reset button (X) on the quick search bar is only shown when the quick search bar contains a search value.
  • Changed: Triggering Manual Events uses a modal instead of dynamically generated menu items.
  • Changed: Updated the preview pane at Survey settings to display what the survey will look like for the recipient.
  • Changed: Upgraded MySQL databases to use UTF8MB4 encoding instead of UTF8 for better extended character support.
  • Changed: User profile pages on the Portal have been redesigned.
  • Changed: When a user edits a portal signature from the portal, the Source button is no longer available.
  • Changed: When adding Internal Attachments at Tickets and Call Logs, the file browser is opened directly instead of using an intermediate modal.
  • Changed: When using Send File in live chats, the file browser directly is opened directly instead of using an intermediate modal.
  • Changed: When viewing a user profile on the Portal, the list of threads in which the user has participated uses paging instead of scrolling.
  • Fixed: A company name can now be specified in the account settings for Users and Employees.
  • Fixed: Adding a comment to a user does not update the badge count.
  • Fixed: An agent's Advanced Search option on a user's portal profile doesn't work.
  • Fixed: Changing a ticket's subject does not flag the ticket to be re-indexed.
  • Fixed: Community thread badges and buttons do not line up correctly.
  • Fixed: Community thread control buttons are not consistently sized.
  • Fixed: Dropdown lists on iPhone trigger the auto-zoom behavior.
  • Fixed: Fields marked as invalid are not legible in Dark Theme.
  • Fixed: If the delete button is clicked for Knowledge Base articles, Organizations, or Users when there are no items displayed, the delete confirmation modal is displayed.
  • Fixed: If the New Canned Reply button is clicked while a new KB Article is being created, the new Canned Reply window will load in the new KB Article window.
  • Fixed: In dark theme, modal headers blend into the primary background.
  • Fixed: In grids where the items can be reordered, the move arrows don't adjust color for dark theme.
  • Fixed: In IE11, submenu indicator arrows are displayed incorrectly.
  • Fixed: In MS Edge, sending a ticket reply clears the page and shows a single hashtag (#) instead of closing the reply window.
  • Fixed: In Safari, the thread status tag is a different height than the adjacent controls.
  • Fixed: In some scenarios, submenu indicator arrows will appear on the right, but the submenu will open on the left.
  • Fixed: Inline ticket attachments are not being properly linked when viewing sent messages.
  • Fixed: Insert Canned Reply includes a stray backslash while previewing.
  • Fixed: Insert Canned Reply modal doesn't update after a Canned Reply is edited.
  • Fixed: Inserting a canned reply sometimes only inserts the first paragraph in chats.
  • Fixed: Missing delete confirmation dialogs for Brand Custom Links, Department Holidays, Custom Fields, Custom Field Templates, Custom Field Time Log Categories, Supported Languages, and Translatable Strings.
  • Fixed: Modals are styled and sized inconsistently.
  • Fixed: Multi-line portal signatures display with extra spacing between lines in the community.
  • Fixed: Narrow mobile screens force a horizontal scrollbar when viewing a survey with a Rating question.
  • Fixed: Navigation Tree Add, Edit, and Delete menu options (for folders in KB and Canned Replies) don't work on some mobile devices.
  • Fixed: Once the submenu arrow indicators move to the left of a menu, they won't revert to the right if the window is resized.
  • Fixed: Preview panes don't automatically refresh in Firefox.
  • Fixed: Rating numbers not lining up with the radio buttons on the survey offer.
  • Fixed: Some HTML editors are not using the Brand's Default Font.
  • Fixed: Some non-ASCII characters are not properly converted to ASCII when creating a link for generated content, such as for KB articles or news.
  • Fixed: Some ticket events are not evaluating all of the event conditions.
  • Fixed: Sorting tickets by subject is not working properly.
  • Fixed: Styling of read-only fields is unclear on mobile.
  • Fixed: Surveys aren't showing the thank you message when completed by a user.
  • Fixed: The auto-generated comment indicating that a ticket was created from a Community thread has extra spaces between the quotes and the beginning and end of the thread title.
  • Fixed: The brand selector is visible while creating a new ticket when there is only one brand.
  • Fixed: The external provider details are poorly styled in Dark Theme.
  • Fixed: The Max Tickets field in an employee's settings is requiring a value when the setting is not enabled.
  • Fixed: The moderation page doesn't show the reason for reported users.
  • Fixed: The moderation page shows incorrect reason for reported conversations.
  • Fixed: The tickets tab of User Details is not loading.
  • Fixed: The User Details page occasionally errors and triggers an Oops page.
  • Fixed: The UserCache and UsersInRolesCache are only cleaned up as part of an IIS App Pool reset, resulting in a potential memory leak on the server.
  • Fixed: Transfer modals formatting is not consistent in all areas.
  • Fixed: UI not updated after selecting a moderation option for a private conversation.
  • Fixed: User comments are sorted oldest to newest, while other comment types are sorted newest to oldest.
  • Fixed: Validation is not displaying properly when completing a survey.
  • Fixed: When a ticket message is resent, the From and Reply To addresses in the email header are not set properly.
  • Fixed: When double clicking an item in the Surveys content pane, the survey is popped out in preview mode instead of edit mode.
  • Fixed: When editing a group, the agents tab appears to change position relative to the other tabs.
  • Fixed: When editing a survey, validation feedback doesn't display correctly.
  • Fixed: When saving a survey without Survey Link Text, the survey saves successfully and no validation is displayed that the Link Text is required.
  • Fixed: When using IE or Edge to add a new user, the new user window is not closed, and the content pane is not auto-updated.
  • Removed: Overview section from portal user profiles.
  • Removed: Refresh button from content panes.
  • Removed: User and administrator settings to disable messaging in the Community. Community messaging will be available for any user who has permission to view threads.

New in SmarterTrack 14.0.6740.20249 (June 15th, 2018)

  • Key FeaturesȘ
  • Customizable Forms can be created for use in chats and tickets.
  • Organizations can now be configured to allow members to see all tickets associated with the organization at the Portal.
  • Release NotesȘ
  • IMPORTANT: Due to the significant changes in SmarterTrack 14.x, you cannot downgrade or restore your installation to previous versions.
  • IMPORTANT: Removed File Manager from Knowledge Base and News Items. Files that were previously inserted in articles or news items have been converted to attachments on that item. Files that are stored in File Manager but not attached to any item will be deleted. Prior to upgrading, preserve any files you wish to save by accessing {SmarterTrack}MRSApp_DataUserResources.
  • Added: A new look to the privacy, cookie and terms of service disclaimer. The previous disclaimer found in the brand's Portal footer, "By using this site, you are accepting cookies to store user state and login information", will no longer be displayed. Instead, Administrators can now add their own text and customize the color of the privacy, cookie and terms, which will appear in a small box on the Portal.
  • Added: Ability to specify a Privacy Policy URL for when a user submits a ticket at the Portal or initiates a chat.
  • Added: An attachment indicator is included in the content pane of the Tickets section and ticket grids.
  • Added: Enhanced Organizations with new fields and functionality, including additional profile details and the ability to add internal comments.
  • Added: For all save processes, a spinner is displayed if the process is slow.
  • Added: New API call for EditTicketNoteHTML, which allows administrators to edit a ticket's comment in HTML rather than plain text.
  • Added: New color options for customizing the look of a brand's Portal.
  • Added: New event types for triggering actions when a form is sent or completed in a ticket or live chat.
  • Added: Portal conversations are now contained in a My Conversations page.
  • Changed: All user profile settings available in the management interface at Users, Employees and My Preferences are now available in the portal at My Settings.
  • Changed: An agent's portal signature is now HTML editable from the management interface.
  • Changed: Departments are sorted alphabetically in the Call Logs navigation pane.
  • Changed: For related items, changed "View" to "Open".
  • Changed: Knowledge Base articles and News Items now handle attachments like Live Chat and Tickets, where the file is attached to the specific article or news item, and deleting the article or news item will delete the associated attachments.
  • Changed: Made styling for search fields consistent on the portal.
  • Changed: Minor adjustments to management interface styling.
  • Changed: Modified Insert Canned Reply to be more mobile friendly.
  • Changed: Modified styling of offered surveys.
  • Changed: Moved the default SMTP account from the Settings.xml file and stored it in the database.
  • Changed: On the Live Chat advanced search page, replaced the "Inactive" status option with "Completed".
  • Changed: Standardized styling for full-width warnings.
  • Changed: Streamlined menu structures by removing unneeded menu levels.
  • Changed: The reset button (X) on the quick search bar is only shown when the quick search bar contains a search value.
  • Changed: Triggering Manual Events uses a modal instead of dynamically generated menu items.
  • Changed: Updated the preview pane at Survey settings to display what the survey will look like for the recipient.
  • Changed: Upgraded MySQL databases to use UTF8MB4 encoding instead of UTF8 for better extended character support.
  • Changed: User profile pages on the Portal have been redesigned.
  • Changed: When a user edits a portal signature from the portal, the Source button is no longer available.
  • Changed: When adding Internal Attachments at Tickets and Call Logs, the file browser is opened directly instead of using an intermediate modal.
  • Changed: When using Send File in live chats, the file browser directly is opened directly instead of using an intermediate modal.
  • Changed: When viewing a user profile on the Portal, the list of threads in which the user has participated uses paging instead of scrolling.
  • Fixed: A company name can now be specified in the account settings for Users and Employees.
  • Fixed: Adding a comment to a user does not update the badge count.
  • Fixed: An agent's Advanced Search option on a user's portal profile doesn't work.
  • Fixed: Changing a ticket's subject does not flag the ticket to be re-indexed.
  • Fixed: Community thread badges and buttons do not line up correctly.
  • Fixed: Community thread control buttons are not consistently sized.
  • Fixed: Dropdown lists on iPhone trigger the auto-zoom behavior.
  • Fixed: Fields marked as invalid are not legible in Dark Theme.
  • Fixed: If the delete button is clicked for Knowledge Base articles, Organizations, or Users when there are no items displayed, the delete confirmation modal is displayed.
  • Fixed: If the New Canned Reply button is clicked while a new KB Article is being created, the new Canned Reply window will load in the new KB Article window.
  • Fixed: In dark theme, modal headers blend into the primary background.
  • Fixed: In grids where the items can be reordered, the move arrows don't adjust color for dark theme.
  • Fixed: In IE11, submenu indicator arrows are displayed incorrectly.
  • Fixed: In MS Edge, sending a ticket reply clears the page and shows a single hashtag (#) instead of closing the reply window.
  • Fixed: In Safari, the thread status tag is a different height than the adjacent controls.
  • Fixed: In some scenarios, submenu indicator arrows will appear on the right, but the submenu will open on the left.
  • Fixed: Inline ticket attachments are not being properly linked when viewing sent messages.
  • Fixed: Insert Canned Reply includes a stray backslash while previewing.
  • Fixed: Insert Canned Reply modal doesn't update after a Canned Reply is edited.
  • Fixed: Inserting a canned reply sometimes only inserts the first paragraph in chats.
  • Fixed: Missing delete confirmation dialogs for Brand Custom Links, Department Holidays, Custom Fields, Custom Field Templates, Custom Field Time Log Categories, Supported Languages, and Translatable Strings.
  • Fixed: Modals are styled and sized inconsistently.
  • Fixed: Multi-line portal signatures display with extra spacing between lines in the community.
  • Fixed: Narrow mobile screens force a horizontal scrollbar when viewing a survey with a Rating question.
  • Fixed: Navigation Tree Add, Edit, and Delete menu options (for folders in KB and Canned Replies) don't work on some mobile devices.
  • Fixed: Once the submenu arrow indicators move to the left of a menu, they won't revert to the right if the window is resized.
  • Fixed: Preview panes don't automatically refresh in Firefox.
  • Fixed: Rating numbers not lining up with the radio buttons on the survey offer.
  • Fixed: Some HTML editors are not using the Brand's Default Font.
  • Fixed: Some non-ASCII characters are not properly converted to ASCII when creating a link for generated content, such as for KB articles or news.
  • Fixed: Some ticket events are not evaluating all of the event conditions.
  • Fixed: Sorting tickets by subject is not working properly.
  • Fixed: Styling of read-only fields is unclear on mobile.
  • Fixed: Surveys aren't showing the thank you message when completed by a user.
  • Fixed: The auto-generated comment indicating that a ticket was created from a Community thread has extra spaces between the quotes and the beginning and end of the thread title.
  • Fixed: The brand selector is visible while creating a new ticket when there is only one brand.
  • Fixed: The external provider details are poorly styled in Dark Theme.
  • Fixed: The Max Tickets field in an employee's settings is requiring a value when the setting is not enabled.
  • Fixed: The moderation page doesn't show the reason for reported users.
  • Fixed: The moderation page shows incorrect reason for reported conversations.
  • Fixed: The tickets tab of User Details is not loading.
  • Fixed: The User Details page occasionally errors and triggers an Oops page.
  • Fixed: The UserCache and UsersInRolesCache are only cleaned up as part of an IIS App Pool reset, resulting in a potential memory leak on the server.
  • Fixed: Transfer modals formatting is not consistent in all areas.
  • Fixed: UI not updated after selecting a moderation option for a private conversation.
  • Fixed: User comments are sorted oldest to newest, while other comment types are sorted newest to oldest.
  • Fixed: Validation is not displaying properly when completing a survey.
  • Fixed: When a ticket message is resent, the From and Reply To addresses in the email header are not set properly.
  • Fixed: When double clicking an item in the Surveys content pane, the survey is popped out in preview mode instead of edit mode.
  • Fixed: When editing a group, the agents tab appears to change position relative to the other tabs.
  • Fixed: When editing a survey, validation feedback doesn't display correctly.
  • Fixed: When saving a survey without Survey Link Text, the survey saves successfully and no validation is displayed that the Link Text is required.
  • Fixed: When using IE or Edge to add a new user, the new user window is not closed, and the content pane is not auto-updated.
  • Removed: Overview section from portal user profiles.
  • Removed: Refresh button from content panes.
  • Removed: User and administrator settings to disable messaging in the Community. Community messaging will be available for any user who has permission to view threads.

New in SmarterTrack 13.1.6670 (April 10th, 2018)

  • Changed: In dark theme, border on agent text entry field should match other text fields.
  • Fixed: After a postback on the ticket page while using dark theme, some text might not be legible.
  • Fixed: Apostrophes are not displaying correctly in KB articles.
  • Fixed: Can't delete an event from My Events.
  • Fixed: Can't view related Task items on live chats.
  • Fixed: Chat text box not always clearing after send chat in IMs and Chat Rooms.
  • Fixed: Deleting events doesn't work in IE11.
  • Fixed: Get Older Messages button for IMs and Chat Rooms is not working.
  • Fixed: Grouping a report by Customer returns no results.
  • Fixed: Inserting a canned reply into an empty ticket signature causes the message to be sent with no text.
  • Fixed: KB and Canned Reply folder delete confirmation message is missing a question mark.
  • Fixed: Modals in Settings > Language and Locale are not properly sized.
  • Fixed: Navigation pane menu missing on smaller screens in Edge browser.
  • Fixed: New IM and Chat Room messages are not including timestamp.
  • Fixed: Resend modal for ticket messages has an extra scroll bar.
  • Fixed: Script files not loading in the correct order on IE11.
  • Fixed: The "No Items" icon in completed chats view is using the old tickets icon.
  • Fixed: The buttons on the "You are the only agent ..." alert aren't working in IE11.
  • Fixed: The main KB page is missing the tab/window title.
  • Fixed: Ticket grid not populating correctly when navigating from another section.
  • Fixed: Upload in File Manager not working.
  • Fixed: Using the User Display Name condition in ticket events causes the event to not work for tickets created from the management interface or emails.
  • Fixed: When the Attach Files button is collapsed into the "..." menu while doing a ticket reply, Attach Files doesn't work.
  • Fixed: When transferring a chat, choosing "Select a group" does not trigger an error and causes the chat to be transferred to !Internal / !Internal.
  • Fixed: When viewing a message in HTML, resizing the window hides the scrollbars.

New in SmarterTrack 13.1.6648 (March 17th, 2018)

  • Key Features
  • A Google Maps API key is now required in order to use map functionality.
  • Release Notes
  • Added: A collapsed area will auto expand if a user clicks in a text box or on a label that's visible within that collapsed area.
  • Changed: MySQL databases no longer need to be manually created prior to initial SmarterTrack setup.
  • Changed: The default language for the group is now selected by default when creating new users and employees on the management side.
  • Changed: Users with moderator permissions can now see moderated/reported threads when looking at a user's profile that has a post in the moderation queue.
  • Fixed: "Instructions for obtaining an API Key" link goes to the incorrect page on Google's website.
  • Fixed: Browser not smoothly transitioning content pane back from full-width mode when whole window is resized.
  • Fixed: Chat duration is incorrectly recalculated if connection to the server is lost after the chat ends.
  • Fixed: Clicking a linked ticket number in a chat message opens the ticket in the chat window.
  • Fixed: Creating or deleting a survey does not refresh the content pane.
  • Fixed: Event emails not being created correctly when a hyperlink is immediately before a line break.
  • Fixed: Extensions not filtering properly when adding attachments to a ticket message.
  • Fixed: IE11 not properly sizing Comment modal when window is narrower than the phone cutoff.
  • Fixed: In some cases, attachments are getting linked to ticket message from the management interface but not outgoing email.
  • Fixed: No confirmation is displayed when trying to delete an Organization, and the content pane does not refresh.
  • Fixed: One incorrectly formatted date in an RSS feed will cause additional dates to be set to 1-1-1.
  • Fixed: Organizations with special characters in their name are not displaying correctly in Organizations list.
  • Fixed: Show HTML does not have a scrollbar on Mac.
  • Fixed: Surveys not encoding special characters correctly.
  • Fixed: Using Embedded chat on a site with "LyteBox" could cause an error.
  • Fixed: When an employee selects a preferred language, it has no impact on the UI culture.
  • Fixed: When deleting a grid item using the context menu, the confirmation doesn't close.
  • Fixed: When editing a custom field definition, the Visibility drop down is not being correctly set.
  • Fixed: When editing an event, a new action will disappear if a previously existing action is deleted.

New in SmarterTrack 13.1.6614 (February 10th, 2018)

  • Changed: Added schemaless path for generated scripts.
  • Changed: Improved content pane layout when in mobile view.
  • Changed: Made all collapsed areas automatically expand when window exceeds mobile cutoff size.
  • Changed: Moved the Licensing settings from the Configuration section of the navigation pane to the Manage section.
  • Changed: Remove need for horizontal scroll bar on the Custom Fields settings page when in mobile view.
  • Changed: Updated the "Category" sort option in KB and Canned Replies to "Folder".
  • Changed: When creating a ticket on the portal, using the back button will skip Department selection if there is only one department to choose.
  • Fixed: Chat showing error page when UserID is null.
  • Fixed: Clean up the text area code so that it is 14px off of mobile and 16px when mobile, even for smaller width windows and modals.
  • Fixed: Expand arrows in the navigation tree are not lining up properly in the navigation tree.
  • Fixed: In the Reminders window, there is an extra divider line when there are no reminders to show.
  • Fixed: Mobile browsers not properly displaying pages within visible area.
  • Fixed: New Brand modal needs to be resized.
  • Fixed: New chat sound alert not always playing on Windows.
  • Fixed: Portal Tickets section not showing tickets made by email for some user emails (impacting some MySQL installs).
  • Fixed: Right corners on Alerts button on the portal are not rounded.
  • Fixed: Secondary Brand host headers allow non-URIs.
  • Fixed: The management login screen is improperly formatted in IE11.
  • Fixed: Ticket attachments are not working correctly in IE11.
  • Fixed: Unable to modify tickets properly in IE11.
  • Fixed: When an event sends a reply to a ticket, the signature for plain text is not always in plain text.
  • Fixed: When initially loading or refreshing the management interface, the navigation tree does not properly indicate the selected item.
  • Fixed: When linked from the home screen on iOS, the management interface is displayed in fullscreen mode, blocking some navigation capabilities.
  • Security: Prevent web-bots from crawling portal side client chat forms.
  • Translations: Update Czech language file.

New in SmarterTrack 13.0.6600 (January 27th, 2018)

  • Added: "Include sub-folders" option for Knowledge Base and Canned Replies when using advanced search.
  • Added: A right border to the New menu button in the top navigation bar.
  • Added: Ability to search deleted Knowledge Base articles from advanced search.
  • Added: Navigation tree and content pane are now able to be resized.
  • Added: Tasks now include priority flags in the grid.
  • Added: Tooltips for the top navigation menu in the management interface.
  • Added: Users are now able to edit the Social Settings on their Portal accounts to opt-in or opt-out of receiving email surveys.
  • Changed: Built in reports which do not include charts no longer show the Chart dropdown.
  • Changed: Button for collapsing/expanding the nav-tree always has the same base color as the nav-tree panel.
  • Changed: File upload control now protects against invalid characters in file name.
  • Changed: For dark theme, counters associated with tabs now match styling used for counters on the navigation tree.
  • Changed: Mobile experience for Management Interface improved.
  • Changed: Quick search place holder text now says "Search". (In place of "Search...")
  • Changed: Reduced size of Reminder and Dashboard icons in top navigation bar.
  • Changed: Removed dark separator bar in dark theme below the button bars.
  • Changed: Selected item in dark theme now has white text in the nav tree.
  • Changed: Task icon now matches other icons better.
  • Changed: Timelog related API returns now include an IsDeleted flag for any returned timelogs. Affects GetChatTimeLog, GetChatTimeLogs, GetTicketTimeLog, and GetTicketTimeLogs.
  • Changed: Top navigation icons now show and hide automatically, depending on the available space.
  • Changed: Unselected icons in the top nav bar are now always white.
  • Efficiency: Ticket counter accuracy improved.
  • Fixed: "Connection has been lost" message still displays on a completed chat when there is an interruption to the connection to SmarterTrack.
  • Fixed: Adding a comment not triggering ticket update.
  • Fixed: Adding an inline image to a ticket is not considered as new content causing Save Draft to error.
  • Fixed: Adjusted border radius for avatar image in top nav bar.
  • Fixed: Attachments may be included in the Download All ZIP file multiple times if they were forwarded or resent on the ticket.
  • Fixed: Auto-set group not working in Call Logs the same way it works for Tickets.
  • Fixed: Autosave causes the reply panel to refresh, putting the cursor at the beginning of the message and sometimes causing content to be lost.
  • Fixed: Border around the status indicator over the top navigation bar's avatar image doesn't change with the theme.
  • Fixed: Context menu should not include Undelete.
  • Fixed: Creating a new ticket in a brand other than default when All Brands is selected does not auto-fill the Group.
  • Fixed: Deleting an event from My Events doesn't require confirmation.
  • Fixed: Deleting an inactive live chat breaks and causes a 500 error.
  • Fixed: Email/SMS notifications not getting sent to agents.
  • Fixed: Embedded live chat can throw an error if the website using the embed script also has an in-site even named "message" that passes non-string data.
  • Fixed: Ended chats don't automatically update with survey stars when survey is completed.
  • Fixed: Favicon not updating after being changed.
  • Fixed: For chats, the translated text when using the dark theme does not have sufficient contrast.
  • Fixed: General security fixes put in place. (E.g., HTTPS cookies now flagged as secure, implemented referrer policy, etc.)
  • Fixed: Grid doesn't refresh when news item is saved.
  • Fixed: Grids do not resize when the user details window is resized.
  • Fixed: If multiple email addresses are in the header, clicking on an email address will open the User Details window for the first address in the list.
  • Fixed: Large, empty, gray area on the News navigation page.
  • Fixed: Links in ticket messages sometimes open in the preview pane instead of opening in a new window.
  • Fixed: Low Priority text in ticket header should be the same color as the icon in the content pane.
  • Fixed: On a couple portal pages, some scripts are not being properly loaded.
  • Fixed: Panel-Grid has a scrollbar at the bottom when content is longer then original width.
  • Fixed: Portal user menu overflows to the left on mobile screens.
  • Fixed: Post draft not clearing when post is submitted.
  • Fixed: Right justify the priority icons in the ticket content pane.
  • Fixed: Schedule Follow-up modal doesn't fit on-screen for iPhone.
  • Fixed: Select All action in News Items does nothing.
  • Fixed: Single pixel showing on left side when nav tree is collapsed.
  • Fixed: Survey ratings look to have opposite values in dark theme. (I.e., a 5 rating looks like a 0.)
  • Fixed: Text in yellow banner is off when using the dark theme.
  • Fixed: The event action variables field is not legible when using the dark theme.
  • Fixed: The Getting Started page has incorrect image paths in its CSS.
  • Fixed: The Ticket event log is not updating properly on MySql.
  • Fixed: Ticket content pane doesn't render special characters, instead showing their HTML equivalent.
  • Fixed: Ticket forwarding message window pops up in different size than new/reply.
  • Fixed: Ticket numbers not hyperlinked in live chats.
  • Fixed: Transfer modals not properly flagging agents as active/inactive.
  • Fixed: Trying to delete an item when using the file manager in the news interface does not work.
  • Fixed: User info text is dark in Who's On when using dark theme.
  • Fixed: Using the View button on Survey Results by Survey gives a 404 error page.
  • Fixed: When a ticket reply is added from the Portal, the first doubled line break is lost.
  • Fixed: When chatting with a user who is not signed in, the user cannot open any sent files.
  • Fixed: When customer sends a message flagged as "This ticket can be closed", a comment is inserted in the customer's language instead of the department's default language.
  • Fixed: When deleting a comment on a KB article, the comment is not removed until the page is refreshed.
  • Fixed: When performing a basic search, the preview pane does not get updated.
  • Fixed: When replying to a ticket from the portal interface, adding an attachment jumps the view to the top of the page.
  • Fixed: When resending an attachment on a ticket (such as when forwarding), there is no indication that the new message has an attachment.
  • Fixed: When trying to start a chat in IE11 from an embedded location the chat template is blank.
  • Fixed: Who's On shows "no one available to chat" message on occasion when inviting a visitor to start a live chat.
  • Removed: Basic search is no longer available on the Recent and Recently Transferred ticket views.
  • Removed: Bottom preview pane as an option.
  • Removed: Edit button above the Users content pane.
  • Security: Implement Access-Control-Allowed-Origin headers (CORS).
  • Security: Implement Content Security Policy header.
  • Security: Implement referrer policy.
  • Security: Implement X-Content-Type-Options header.
  • Security: Implement X-XSS-Protection header.
  • Security: While using HTTPS cookies are flagged as secure.
  • Translations: Updated Traditional and Simplified Chinese translations.

New in SmarterTrack 13.0.6564 (December 22nd, 2017)

  • Key Features:
  • 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.
  • 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.
  • 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.

New in SmarterTrack 13.0.6544 (December 3rd, 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.
  • Efficiency: Saving UIDL to Database has been improved to reduce POP download time.
  • Efficiency: SignalR handling of disconnect and reconnect.
  • 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: GetTicketCounts_Global GetChatCounts_Global APIs returning incorrect counts.
  • Fixed: Group headers in grouped dropdowns are hard to read in dark theme when using Firefox for Windows.
  • Fixed: If SignalR is disconnected, active chat list is not always updating properly.
  • Fixed: In tickets (...) > Assistance > Instant Message doesn't work.
  • 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.

New in SmarterTrack 13.0.6534 (November 22nd, 2017)

  • Changed: The navigation tree style has been updated.
  • 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.
  • Removed: New chat highlight on agent side.

New in SmarterTrack 13.0.6526 (November 15th, 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.

New in SmarterTrack 13.0.6521 (November 9th, 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.

New in SmarterTrack 13.0.6514 (November 8th, 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 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: The “Powered by SmarterTrack” message in chat widget has been changed to make it more subtle.
  • 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.
  • 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.
  • 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.
  • 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.

New in SmarterTrack 12.6.6480 (October 4th, 2017)

  • IMPORTANT: Build 12.6.6480 resolves a security vulnerability. It is recommended to update to this version or higher. (Thanks to Mehdi Security for the heads up.)
  • 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.

New in SmarterTrack 12.6.6450 (September 17th, 2017)

  • Resolves an XSS vulnerability. It is recommended to update to this version or higher. (12.6.6450)

New in SmarterTrack 12.6.6347 (June 24th, 2017)

  • Fixed: Resolved an issue where the department tree was showing groups that should not have.
  • Fixed: Resolved an issue with email address parsing.

New in SmarterTrack 12.6.6338 (May 12th, 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.
  • Efficiency: Improvements for companies with large numbers of groups, departments, or brands.
  • Efficiency: Improvements to the way items are cached.
  • 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.

New in SmarterTrack 12.5.6289 (March 31st, 2017)

  • Released on Mar 23, 2017
  • Efficiency: Increased optimization for brand caching.
  • 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.

New in SmarterTrack 12.0.6004 (June 10th, 2016)

  • Changed: Email notifications are no longer sent for comments when unsubscribed from a thread in the Community.
  • Changed: SmarterTrack no longer references ON PRIMARY during database upgrades.
  • Fixed: An issue that prevented RSS Feeds from properly displaying in the Portal.
  • Fixed: An issue that prevented threads reported as abuse to be queried properly in MySQL.
  • Fixed: Date custom fields now display as expected.
  • Fixed: Grid no longer shows in advanced search unless needed.
  • Fixed: In-line attachments no longer duplicate when a draft is automatically saved.
  • Fixed: Live chat now functions when SmarterTrack is configured as a virtual application.
  • Fixed: SMTP Settings now save properly in MySQL.
  • Fixed: Surveys now scroll as expected.
  • Fixed: Translatable strings now display correctly on Dropdown custom fields.

New in SmarterTrack 12.0.5972 (May 23rd, 2016)

  • Changed: Application level logging efficiency changes.
  • Fixed: An issue that prevented MySQL Databases from upgrading to SmarterTrack 12.x.
  • Fixed: An issue that prevented the process of upgrading from a previous version to complete successfully.
  • Fixed: Live Chat now shows browser and operating system information properly.
  • Fixed: When a user disconnects from a live chat, the "Disconnected from User" is now only shown once the chat has ended.

New in SmarterTrack 12.0.5932 (April 2nd, 2016)

  • Added: A warning is now given on the login page and login modals if the browser has cookies disabled.
  • Added: Ability for users to delete their own conversation threads.
  • Added: Ability to ban/unban users in the Community.
  • Added: Ability to print is now available for tablets.
  • Added: Ability to search banned users in the Community.
  • Added: Administrators can upload images for "online" and "offline" statuses for the embedded live chat widget.
  • Added: Administrators now have the ability to customize text, on a per department basis, that can be used for Live Chat Invitations.
  • Added: Agents can now change the subject of the ticket through the management interface.
  • Added: Agents now have the ability to use custom variables when composing a live chat invitation request.
  • Added: An API-driven type of live chat link that can be embedded directly into the Portal or a website and persist across pages while allowing for the chat to be popped out into its own window.
  • Added: Banned tab in the Community that allows administrators and moderators to manage banned users.
  • Added: Email notifications indicating that a private conversation update has been received in the Community.
  • Added: Moderators can now delete Community conversation messages that have been reported for abuse.
  • Added: Portal alert indicating that a private conversation update has been received in the Community.
  • Added: Preview area to review live chat customizations prior to implementation.
  • Added: Private conversations between users and agents in the Community can be enabled/disabled by both users and agents.
  • Added: Private Conversations can now be reported for abuse within the Community.
  • Added: Shortcut within a user’s Community profile for agents to quickly start a ticket, view tickets for the user or view all user details.
  • Added: The first line of a new live chat now indicates to the agent where the live chat originated.
  • Added: Top Contributors and Recent Contributors now show in the Community.
  • Added: User profiles and private conversations that have been reported for abuse will appear on the Moderate tab in the Community, allowing for administrators and moderators to handle reports of abuse.
  • Added: User Profiles in the Community that display Community Activity, Contact Info, and Statistics.
  • Added: Users can now be reported for abuse within the Community.
  • Added: Who's On live chat invitations now use the embedded live chat widget when enabled.
  • Changed: Description of "Blacklist User" to "Ban IP Address".
  • Changed: Instructions to add Tags to Community Threads in the Portal has been clarified for users.
  • Changed: Knowledge Base article breadcrumbs in the Portal are now clickable.
  • Changed: Knowledge Base folders are now clickable in the Portal, allowing only the contents of that folder to be displayed.
  • Changed: Live Chat invitations now clearly identify the recipient as the user who is logged into SmarterTrack, when available.
  • Changed: Live chat transcripts sent by email are now easier to read.
  • Changed: Live chats that were assigned to the queue now show when viewing all active and inactive chats within the management interface.
  • Changed: User Agent definitions updated to include all of the latest browsers when viewing visitor details in Who's On.
  • Changed: When handling a live chat, "Agent is typing..." has been changed to include the agent’s name.
  • Changed: When using Advanced Search in the management interface, 'All Agents' now includes anything assigned to the queue.
  • Changed: When viewing an individual knowledge base article in the Portal, an icon now indicates its status -- whether it be Private or Draft.
  • Changed: When viewing an individual news item in the Portal, an icon now indicates its status -- whether it be Private or Draft.
  • Changed: Who's On Live Chat invitations have been restyled to match the Portal look and feel.
  • Changed: You are no longer able to invite someone to a live chat that is currently in a live chat.
  • Efficiency: A clean-up process has been added to remove orphaned files within SmarterTrack in order to reduce the overall number of files on the server.
  • Efficiency: Avatars are compressed after 30 days of inactivity to reduce disk space and reduce the number of files on the server.
  • Efficiency: Call recordings associated to call logs are compressed after 7 days of inactivity to reduce disk space and reduce the number of files on the server.
  • Efficiency: Idle system events now only look for custom fields that are used, not all custom fields available.
  • Efficiency: Raw contents for tickets are compressed after 1 day of inactivity to reduce disk space and reduce the number of files on the server.
  • Efficiency: Ticket attachments are compressed after 7 days of inactivity to reduce disk space and reduce numbers of files on server.
  • Fixed: An issue where custom reports sorting was not properly saving.
  • Fixed: An issue where if only an image was the only thing included in a Knowledge Base article, the preview would incorrectly say that there was 'no content to display'.
  • Fixed: An issue where in-line images were not properly displayed when a virtual directory was used.
  • Fixed: An issue where survey questions were being cached as you moved between surveys, causing questions to be added incorrectly to surveys.
  • Fixed: Cases where embedded content from Youtube, Vimeo, etc. would be stripped from Community posts.
  • Fixed: Deleted tickets that have not been purged are now marked in the database as "closed and locked".
  • Fixed: Moderators can no longer ban each other within the Portal.
  • Fixed: Print preview for Who's On now works as expected.
  • Fixed: Raw HTML is no longer shown within the chat transcript.
  • Fixed: The setup wizard now properly assigns the SMTP settings for the brand.
  • Fixed: URL's now properly word wrap within the Community.
  • Fixed: Users can re-report a conversation if needed.
  • Fixed: When a "Copy To Address" is set for an agent, the correct link to the ticket is now provided.
  • Fixed: When deleting a brand, you now have the option to reassign the RSS feeds to another brand.
  • Fixed: Who’s On Invitation History now shows the correct information for a user.
  • Fixed: Who’s On live chat invitations now only show departments for which live chat is enabled.
  • Removed: Surveys can no longer be sent through a Who's On system event.
  • Removed: Who's On live chats are now invite based only. The ability to force a user to chat has been removed.

New in SmarterTrack 11.4.5906 (March 5th, 2016)

  • Added: Deleting a brand now asks how to handle RSS feeds associated to the brand being deleted.
  • Changed: Knowledge base article breadcrumbs are now clickable.
  • Changed: Knowledge base folders are now clickable within the Portal, displaying all articles within that folder.
  • Changed: Removing a custom field from a ticket template no longer removes the historical custom field data from tickets.
  • Fixed: A case where email-embedded types were not always imported.
  • Fixed: Adding a custom field to a template no longer requires a reset of IIS.
  • Fixed: An issue where deleting a custom role caused an error.
  • Fixed: An issue where modifying surveys would include incorrect questions.
  • Fixed: An issue where registered users were not being properly linked to their corresponding tickets.
  • Fixed: Ascending and descending sort order now works as expected in custom reports.
  • Fixed: Grids in Live Chat settings now update as expected.
  • Fixed: Images in Canned Replies will now show correctly outside of SmarterTrack.
  • Fixed: Images that are added in-line while editing a message now properly save when using SmarterTrack in a virtual application pool.
  • Fixed: The setup wizard now properly creates the default SMTP account on setup.
  • Fixed: When using a direct URL to a ticket, you're no longer prompted to login if you have already done so.

New in SmarterTrack 11.4.5864 (January 29th, 2016)

  • Fixed: A case where incorrect attachments would show on a ticket.
  • Fixed: A scenario where during the upgrade process, if default chat settings were used, live chats were set to 'nobody'.
  • Fixed: An issue where deleting a department would cause an error due to call log transfer settings.
  • Fixed: An issue where display names that contain { or } would not allow the management interface to load properly when viewing tickets by agent.
  • Fixed: Auto-Responder blacklist now works as expected.
  • Fixed: Custom Links for a specific ticket now work as expected.
  • Fixed: Deleting a Community category now works as expected.
  • Fixed: Knowledge Base articles and News Items now check to see if embedded images are present, before determining if no content is available.
  • Fixed: Portal and Community now check to see if an external login URL is used prior to displaying the Login Modal.
  • Fixed: Queue times now include the full amount of time the chat was in the queue for the life of the chat.
  • Fixed: Report date ranges for 'Last Year' now works as expected.
  • Fixed: Sorting within the Who'sOn Section now works as expected.
  • Fixed: The portal and Community no longer redirect to a blank URL if an external login URL was enabled but no custom url was given. The login Modal will show instead.
  • Fixed: The status of deleted tickets that have not been purged from the database will now have a status of "Closed and Locked".
  • Fixed: User's with XSS symbols in their name can now be edited properly.
  • Fixed: When scanning for broken links, links contained in 'pre' tags are now ignored when prettyprint is used.
  • Fixed: When using MySQL, Email Importing strips 4 byte characters from the email body.

New in SmarterTrack 11.4.5822 (December 11th, 2015)

  • Added: Communicator now supports attended transfers for phone calls.
  • Added: Database Type now shows in Self Diagnostic page.
  • Added: Phone numbers can now be pasted into the Communicator dialer with all special characters ignored, except *, +, and #.
  • Added: Resending a message now adds to the tickets history and adds a comment.
  • Added: SMTP, POP, and Ticket Importing logs are now accessible to Hosted SmarterTrack administrators.
  • Added: the ability to keep, reassign, or remove a call log when deleting a user.
  • Fixed: A case where tickets were being duplicated in user details.
  • Fixed: A scenario where adding fields to a ticket template would not work properly.
  • Fixed: Forwarding Draft Messages is now no longer possible.
  • Fixed: Reassigned tasks would reassign the tasks of the user currently logged into the interface, not the user being deleted.
  • Fixed: Replies were not including previous messages.
  • Fixed: User Details page would fail to load when trying to retrieve data for a user that doesn't exist.
  • Fixed: Who's On map would not pin the location of a visitor correctly if only the Country locations was provided with no regional data

New in SmarterTrack 11.3.5801 (December 11th, 2015)

  • Added: Ticket import logging to better trace the process from importing a ticket via POP to the creation of the ticket.
  • Fixed: Broken link checker incorrectly detected links as broken if they contained the at(@) symbol.
  • Fixed: If a user is created with an apostrophe in their name then they can't log in.
  • Fixed: Links in live chat that did not start with http:// were not opening to the right page.
  • Fixed: Microsoft Exchange Auto Responses are registered as bounces.
  • Fixed: Round-robin distribution of Tickets imported by POP was not alternating correctly between agents, resulting in one agent having more tickets than others.
  • Fixed: Some of the chat messages that show during and after chat do not translate properly.
  • Fixed: Tab delimited exporting of reports does not separate headers with tabs.

New in SmarterTrack 11.3.5766 (December 11th, 2015)

  • Fixed: Department selection for Live Chat did not limit the Departments that could be selected according to the setting for the Live Chat Link.
  • Fixed: Quick Search results were not being shown.
  • Fixed: Sub-menu items could not be activated on some mobile browsers.

New in SmarterTrack 11.2.5752 (October 9th, 2015)

  • Added: Auto-complete for the Email Address field when creating Call Logs.
  • Added: Brand level setting to add custom content to the Portal's footer.
  • Added: Knowledge Base Article API Calls now returns Score and ScoreVotes.
  • Added: Merge tickets popup now shows what agent is assigned to each ticket.
  • Changed: Advanced search results can now be sorted.
  • Changed: Terms used in Advanced Search now use AND logic instead of OR logic meaning all terms searched must be found for the result to be returned.
  • Fixed: Adding a Call Log for a user who has a cell number, but not a home phone number, does not populate the phone field.
  • Fixed: Adding code snippets with editor does not reflect properly on the email that is generated.
  • Fixed: Documentation for API Call SetTicketProperties has been corrected.
  • Fixed: Editing a Task would show the due date as tomorrow's date instead of the actual due date.
  • Fixed: Emails with apostrophes will no longer be parsed or changed.
  • Fixed: Invite To Chat text can overflow the bounds of the window if the message is too long.
  • Fixed: Live Chats were not being disabled during set Holidays.
  • Fixed: Names for External Feeds that contain apostrophes are not rendered correctly on the Portal.
  • Fixed: On the mobile interface, Live Chat transcripts showed the time started in UTC instead of local time.
  • Fixed: Organizations grid can not be sorted.
  • Fixed: Passing 0 as the CategoryID for the GetArtciles API call now returns all articles correctly.
  • Fixed: Pin Ticket To Agent Action is not triggering for Ticket Created Event.
  • Fixed: Pin Ticket To Agent Action is not triggering when the queue assigns a Ticket.
  • Fixed: Quick search for Organizations now returns correct results.
  • Fixed: Quick Search in Call Logs now returns correct results.
  • Fixed: Ticket Watcher thread would show as starting even though it was running.
  • Fixed: Unbroken strings of characters would run outside the bounds of the conversation window within Tickets.
  • Fixed: When save is clicked multiple times on a comment multiple comments will no longer be added.
  • Fixed: Who's On Filters were not being triggered unless they were assigned to a specific brand.

New in SmarterTrack 11.2.5717 (September 4th, 2015)

  • Added: Helpfulness ratings for Knowledge Base articles are now shown in the preview window within the Management Interface.
  • Changed: Knowledge Base article ratings in the portal now show the exact number of votes received when viewed by an employee.
  • Changed: The Groups page now sorts items by department first and then by group by default.
  • Fixed: After merging tickets, "Messages" count column will now be set properly.
  • Fixed: Attachment uploaders in the portal ticket reply form will now show correctly.
  • Fixed: In Users/Organizations, the Organizations tree item is now selected by default to match what is displayed in the grid by default.
  • Fixed: In Users/Organizations, the Users tree node can now be selected.
  • Fixed: Knowledge Base articles will no longer show articles that had been linked as a translation if they have since been deleted.
  • Fixed: Knowledge Base option for "include articles in automatic searches" now functions properly when unchecked.
  • Fixed: News items will no longer show articles that had been linked as a translation if they have since been deleted.
  • Fixed: The Test button on the POP settings popup now functions properly.

New in SmarterTrack 11.2.5703 (August 14th, 2015)

  • Added: "Email me my tickets" page in the portal will now pre-fill user's email address if they are logged in and the email has been verified.
  • Added: A new event action for tickets to Pin Ticket to Agent.
  • Added: A new event is available for when a new user is registered in the portal.
  • Added: End users can now search their own tickets in the portal.
  • Added: More reply scenarios have been added to the reply detection scanner.
  • Added: Tickets can now be merged together.
  • Added: Users can now vote on whether knowledge base articles are helpful or not.
  • Fixed: A possible null reference exception in live chat links was resolved.
  • Fixed: Agent welcome message in live chat will no longer appear if the chat is pushed to the queue.
  • Fixed: An issue preventing knowledge base comments from being available was resolved.
  • Fixed: Atom feeds will now have dates parsed correctly.
  • Fixed: Automatic chat translation will no longer run if the end user chooses the same language that is set as the department preferred language.
  • Fixed: Automatically created Time Log Reports will now show customer data correctly in the reports.
  • Fixed: Brands will now have proper defaults in new installations.
  • Fixed: Call Log quick custom field popup will now no longer show an error page.
  • Fixed: Community Posts and Comments will now display properly even if the owner is deleted.
  • Fixed: Date picker now puts date in correct format when your language is not English.
  • Fixed: Drop down menus and buttons in management interface will now work correctly when you have an embedded video.
  • Fixed: Escape key now closes the Add Comment popup.
  • Fixed: First email for a ticket will no longer be trimmed of reply content.
  • Fixed: If a user does not have permission to start a chat, the live chat link will no longer show in the portal.
  • Fixed: Live Chat Queue times now shows correct time in grid when chat is still in Queue.
  • Fixed: Name and Email address are now indexed in Call Logs.
  • Fixed: New Call Log window from user preview window now fills out name properly.
  • Fixed: Null reference exception has been fixed in who's on filters.
  • Fixed: Recent Tickets and Recently Transferred were incorrectly indicating that they could be sorted.
  • Fixed: Resolved an issue in upgraded installations where the file attachment upload boxes were not appearing in the portal.
  • Fixed: Submitting an invalid date range in advanced search will no longer break.
  • Fixed: The ability to disable a POP account temporarily has been fixed.
  • Fixed: When an agent creates a ticket for another agent, the outgoing message count in reporting will now properly reflect the action.
  • Fixed: When you delete an attachment from a ticket it now disconnects it from the message.
  • Fixed: When you type in an email address and hit enter for call log advanced search, it will now do the search.
  • Fixed: X-auto-response-suppress header in email messages will no longer prevent the new ticket auto-responder from being sent.

New in SmarterTrack 11.1.5668 (July 14th, 2015)

  • Key Features:
  • Frequently, agents may need to access tickets or other information in departments that they don't belong to in order to respond to customer inquiries. SmarterTrack 11.1 adds the ability for departments to be marked as having their contents visible to all agents. Agents can then find those items and see them in a read-only manner, when searching. Managers are allowed to modify any item found this way, while agents are allowed to add comments only.
  • Changes:
  • Added: New Call Log from the user preview window now fills out the phone number.
  • Added: Setting in Email Settings to toggle removal of redundant embedded replies in emails.
  • Added: Tickets button in portal will now automatically redirect user to start a new ticket if "Display option to send ticket list by email in portal", and "Enable login form" options in brand settings are unchecked.
  • Changed: Minor text changes on the portal.
  • Fixed: Brand option "display option to send ticket list by email in portal" now functions properly.
  • Fixed: Comment box now resizes properly after submitting a comment in the community.
  • Fixed: Community Email settings will no longer show in the portal My Settings page if the Community is disabled.
  • Fixed: Searching for employee now works properly.
  • Fixed: Ticket reply window now appears properly on MySQL installations with case sensitive databases.
  • Fixed: Unused community tags will no longer appear in Sitemap file.
  • Fixed: Users with an apostrophe character in their name will no longer see an exception when Who's On is enabled.
  • Fixed: Web service call GetTicketTimeLogs now includes time logs without a category.
  • Fixed: When you add comments or modify a ticket it will now show in recent tickets even if you no longer own it.

New in SmarterTrack 11.0.5661 (July 3rd, 2015)

  • Changed: Web API svcOrganization CreateUser and CreateUser2 functions now automatically add the Everyone and Registered User roles.
  • Fixed: Accepted Chats now shows a value on the Outgoing Live Chat Performance Report.
  • Fixed: Auto-lock tickets will no longer force auto-close unless auto-close option is enabled.
  • Fixed: Create ticket from community thread will no longer pop up the ticket window twice.
  • Fixed: Firefox will no longer show two lines for every language in the portal.
  • Fixed: Live chats will now transfer properly when an event is set to transfer it.
  • Fixed: Logout now expires cookies for custom forms authentication domains properly.
  • Fixed: Reply to ticket window will now close properly in IE11.
  • Fixed: Sizing fixed in some popups.
  • Fixed: Use Browser Language in the management interface login now works correctly.

New in SmarterTrack 11.0.5640 (June 12th, 2015)

  • Efficiency: Database query performance improved for installations with many live chats.
  • Efficiency: Significant performance increase on installations that have large amounts of groups and agents.
  • Fixed: Custom fields of type DateTime will now be saved properly when submitting tickets or editing existing ones.
  • Fixed: Email address field will no longer show twice on Submit Ticket page when a user with a verified email address is logged in and the custom template has another email address field.
  • Fixed: Resolved an issue with users being logged out.
  • Security: Additional authentication measures added to chat communication, transcripts and surveys.

New in SmarterTrack 11.0.5637 (June 9th, 2015)

  • Added: Grids now support multi-selection on Apple Mac browsers by holding down the command key.
  • Changed: Broken link scanner now waits longer for a server response before considering a link broken.
  • Changed: Folder names in knowledge base articles are now more visually distinct from the article contents.
  • Changed: When adding a new brand, default business hours will now be filled in.
  • Fixed: A JavaScript error that could cause custom field values to not appear in the quick bar during chat was resolved.
  • Fixed: Custom live chat links that include departments outside of the brand determined by the host header will now show those departments correctly.
  • Fixed: Display name will no longer become double encoded when changed in the management interface.
  • Fixed: Editing a brand without department selection text will no longer throw a null reference exception.
  • Fixed: Login page now defaults to "Use Browser Language."
  • Fixed: Pager when searching in community now functions properly.
  • Fixed: POP and SMTP forms now properly trim leading and ending white space from fields.
  • Fixed: Roles without permission to modify news items will no longer be able to set the status of news items.
  • Fixed: Scroll bars now appear properly in Organization Members grid.
  • Fixed: System.PlatformNotSupportedException will no longer be thrown on page requests on some machines.
  • Fixed: Ticket and Chat pages will now be resized properly after user information external provider returns.

New in SmarterTrack 11.0.5624 (May 27th, 2015)

  • Added: An option in Security settings for "Allow interface to be embedded in another site (not recommended)".
  • Added: New Action menu option under Tickets for Change Email Address.
  • Fixed: Checkbox settings in Brands > Permissions are now applied correctly.
  • Fixed: Checkbox settings in Brands > Portal Options are now applied correctly.
  • Fixed: Delivery delay notifications will no longer be treated as bounces.
  • Fixed: Department level business hours that inherit from brand settings now function as expected.
  • Fixed: Selecting a specific language when logging in, such as English (United Kingdom), will now apply properly.
  • Fixed: Upgraded installations will now have POP accounts defaulted to allow everyone to start tickets if permissions were not restricted previously.

New in SmarterTrack 11.0.5619 (May 22nd, 2015)

  • Added: Browser detection for Microsoft Edge.
  • Added: Event logging is now optional, and can be controlled through web.config's EnableEventSystemLogging setting.
  • Added: POP3 Log now records server responses.
  • Added: Task Scheduler thread can now be controlled in the Diagnostics settings page.
  • Added: Ticket Created event now has a Body Text condition.
  • Changed: Misconfigured event actions will no longer put large amounts of logs into the Events.log file.
  • Changed: Search indexer now includes words that are 3 characters long.
  • Efficiency: Chat grid is now significantly faster on larger installations.
  • Efficiency: Performance improvement when using external data providers for tickets.
  • Efficiency: Performance increased and queries reduced on community.
  • Efficiency: Reduced queries run for language dropdown in portal, as well as KB and News searching.
  • Efficiency: Reduced queries when checking user permissions.
  • Efficiency: Reduced query cost for ticket comments.
  • Efficiency: Search index updates are significantly faster on Microsoft SQL Server.
  • Fixed: "Last Updated" in chat wait page now operates off of client time instead of server time.
  • Fixed: After a ticket survey, close button will now work properly in Safari.
  • Fixed: An issue preventing Task Scheduler from starting in some cases was resolved.
  • Fixed: Button colors now display correctly in older versions of IE.
  • Fixed: Call Log reports will now show Avg. Session Length properly in MySQL.
  • Fixed: Cost estimate report will no longer show cost as a negative value on MySQL.
  • Fixed: Custom field types that are not available in event actions will no longer cause errant conditions to be added to those events.
  • Fixed: Deleting a KB folder that used to be referenced by a department's auto-responder will now function properly.
  • Fixed: Department can now be properly changed for tickets created from chat.
  • Fixed: Follow-up time for tickets will now properly follow agent's selected time zone.
  • Fixed: If a foreign key already exists, upgrade system will skip creating it.
  • Fixed: Organization buttons 'new' and 'delete' will no longer show if an agent doesn't have permission to see them.
  • Fixed: Organizational custom fields will now be properly hidden in event conditions where they do not apply.
  • Fixed: Replies to tickets from versions before 10.x in which the reply was embedded in the signature block now appear correctly.
  • Fixed: Search definition cache was getting reloaded too frequently.
  • Fixed: Searching the community now filters by categories or thread types, if selected.
  • Fixed: Sorting by Display Name in Chat now functions properly.
  • Fixed: When no one is active for chats and you force invite someone to chat. It will no longer send them to a "sorry we missed you" page.

New in SmarterTrack 11.0.5603 (May 15th, 2015)

  • Key Features:
  • Google reCAPTCHA is now a supported CAPTCHA option.
  • Changes:
  • Added: Ability to automatically moderate Community posts from new users.
  • Added: CAPTCHA setting now affects adding new Community Threads.
  • Added: Ticket Created event now has a Body Text condition.
  • Added: Users can now be banned from posting in the community.
  • Changed: Search indexer now includes words that are 3 characters long.
  • Fixed: "Last Updated" in chat wait page now operates off of client time instead of server time.
  • Fixed: A possible null reference exception when upgrading has been resolved.
  • Fixed: An issue preventing Task Scheduler from starting in some cases was resolved.
  • Fixed: Brand settings for Enable Login Form and Enable New User Registration now function properly.
  • Fixed: If a user is not allowed to create new community threads, the message indicating such now appears in the proper location.
  • Fixed: Tickets page in portal now shows the correct time the ticket was created when user time zone is different from server time.
  • Fixed: User-level comments will no longer be double encoded.

New in SmarterTrack 11.0.5598 (May 15th, 2015)

  • Key Features:
  • New API Documentation Browser.
  • New reports for the community that show how much users and agents are participating.
  • New ticket view for Recent Tickets (any tickets that you have modified).
  • Overall ticket limit can now be set for agents to prevent them from getting too many tickets.
  • Recently Transferred view has been added to the Tickets section that contains all recent tickets that have been transferred away from you.
  • Spam-bot protection measures added to the portal.
  • Users and Organizations section that allows for easy profile and settings management for users and organizations. Shows tickets, live chats, call logs, etc. related to both.
  • Settings area was completely redesigned to simplify the initial setup and day-to-day administration of SmarterTrack. A list of all changes can be found in the KB article "SmarterTrack 11.x Settings Redesign."
  • Significantly reduced memory and CPU usage and increased overall performance of the application.
  • Changes:
  • IMPORTANT: SmarterTrack 11 now requires Microsoft .NET 4.5. Some changes to custom web.config files may be required.
  • Added: A custom login URL can be set in the External Providers area to allow all sign-ons to be done through another site.
  • Added: A variable for Survey HREF was added to survey template, so that users can add their own styled button.
  • Added: Additional profile fields can now be stored for users, including address and phone numbers.
  • Added: An option has been added to Diagnostics for "Email Address to Receive Errors."
  • Added: An option to force HTTPS in the interface (a valid HTTPS certificate and IIS are required).
  • Added: Community Reports - Employee Activity Overview.
  • Added: Community Reports - Employee Activity Trend.
  • Added: Diagnostics > Log Files grid is now sortable.
  • Added: If an agent is marked as away for chat because they have a call log open, the call log page now indicates it.
  • Added: If user does not have an account, a notification will now show at the top of the user details popup.
  • Added: In the community, links will automatically be hyperlinked to their destinations.
  • Added: New event action to subscribe to a community thread when a new one is created.
  • Added: Permissioned employees can now see IP Addresses of community members that post threads and comments, and those IPs can be added to Security > Blacklist to prevent them from posting in the future in case of abuse.
  • Added: RSS Feeds now have an option whether or not to show images.
  • Added: Signatures can now be set for participants in the community.
  • Added: Sort settings for Tickets, Chats, Tasks, and Call Logs are now persisted across browser sessions.
  • Added: Survey result window now shows the agent and a summary of the item it is attached to.
  • Added: Ticket Transferred event now has variables for First Message Body and Last Message Body.
  • Added: Time logs can be automatically calculated and created for call logs, tickets, and live chats when the agent who owns it opens it for at least 1 minute.
  • Added: User details popup now also includes the user details external provider snippet if one is defined.
  • Added: Users can now set their avatars to "None" if they wish to.
  • Added: When deleting a community category, the admin is now asked what should be done with threads that belong to the category.
  • Changed: Deleting a group or an agent will now perform item transfers in the background, in case there are many items to reassign.
  • Changed: If SMTP settings are not established, end users will no longer get alerts about not having verified email addresses.
  • Changed: If user has avatar moderation rights, any avatar they upload will now be automatically approved.
  • Changed: In auto-responder popup, options were moved to a secondary tab.
  • Changed: Log viewer now sorts log files by date descending by default.
  • Changed: Moved user configuration to the new Users and Organizations area. Employee setup remains in settings.
  • Changed: New users may not post hyperlinks in community posts or comments.
  • Changed: Portal pages that require a login to function (because of access restrictions or other reasons) now automatically show the login form.
  • Changed: Surveys will no longer be sent to email addresses in the auto-responder blacklist.
  • Changed: When posting a comment, email notifications are now delayed to allow end users time to edit the comment first.
  • Changed: When ticket results cannot be sorted, column headers no longer show as sortable.
  • Efficiency: Faster startup times when SmarterTrack has many news items.
  • Efficiency: Idle event thread no longer checks for tickets if there are no idle ticket events set up.
  • Efficiency: Reduced memory usage for items loaded from the database.
  • Efficiency: Reduced SQL traffic on many portal and management interface actions.
  • Efficiency: Reduced the frequency of server calls performed by the browser.
  • Efficiency: Updated jquery and other external integrations.
  • Fixed: After registering a new portal user, the interface will properly reflect logged-in status.
  • Fixed: An issue that caused browser stalling in some cases when the section was changed while the interface was being loaded.
  • Fixed: Changing a ticket status from closed to another status will no longer send a survey.
  • Fixed: Chat icon will no longer show up management side in non-activated installs.
  • Fixed: Deleting a post or comment in the community now updates the last activity data properly.
  • Fixed: Duplicate business hours will now be properly ignored.
  • Fixed: If an email address is not a valid format, it will no longer be clickable when viewing tickets and chats.
  • Fixed: IIS reset will no longer cause the page to gray out and the customer to be alerted if the session can be automatically restored.
  • Fixed: Multi-line comments in the community now maintain line breaks.
  • Fixed: NDR messages that do not contain identifying information will now be properly deleted instead of cluttering up the inbound failed spool.
  • Fixed: On session timeout or IIS Reset, tickets and chat grids will no longer lose their filters.
  • Fixed: Popup to Create a Ticket in the community will no longer close after a group is chosen.
  • Fixed: Sizes of textboxes in popups corrected for High DPI monitors.
  • Fixed: Unanswered survey questions that are not required will no longer impact overall survey scores.
  • Fixed: When a chat goes from active to inactive, quick bar custom fields no longer vanish.
  • Fixed: When a group is deleted, the assignment dropdowns will no longer show that group as a potential transfer target.
  • Fixed: When an installation contains multiple brands, the "All Brands" mode in the Tickets area now lists departments correctly sorted.
  • Fixed: When deleting a group or agent, it will no longer ask where to redirect items if there are none in the database of that type.
  • Fixed: When no report data is available, a double border will no longer appear around the report.
  • Fixed: When taking a survey, if a required item is left blank, the error message is now more friendly.
  • Fixed: When you select "incoming ticket" checkbox, the Group selection box now shows properly.
  • Security: Additional security access and XSS checking for call logs, tickets, and live chat.
  • Security: Caching disabled on some pages to prevent local storage.
  • Security: Cookies are now marked as secure if user is using HTTPS.
  • Security: In the My Preferences page, it now asks users for their old password before they can enter a new one.
  • Security: Resolved an issue with caller verification for auto-complete.
  • Security: Resolved an issue with sender verification in live chat.
  • Security: X-Frame-Options header added with value of SAMEORIGIN added to prevent framing. If you wish for your install to allow itself to be embedded in a frame or iframe from your site, you will have to modify the web.config file to allow it.

New in SmarterTrack 10.6.5584 (April 17th, 2015)

  • ADDED: Additional protections against stalled SSL / TLS connections.
  • CHANGED: EULA has been updated to accommodate white labeling.
  • FIXED: Adding or saving a comment will now properly mark a ticket or chat for re-indexing.
  • FIXED: After a ticket is transferred or taken, the view will now be refreshed properly.
  • FIXED: Download All action in Ticket > Attachments tab will now properly ignore deleted attachments.
  • FIXED: Queue time will now correctly record for live chat sessions that include welcome messages.
  • FIXED: Removing agent-group relationships now functions properly on case-sensitive databases.
  • FIXED: Signature will now be properly excluded from saved messages when creating incoming tickets.
  • FIXED: Survey variables embedded within a signature will now work in locales other than English.

New in SmarterTrack 10.6.5563 (March 27th, 2015)

  • ADDED: Portal Settings page now verifies that if new user registration is enabled, user login form is enabled as well.
  • ADDED: Safety checks were added to svcTickets/AddTicketAttachment to ensure that the ticket message passed belongs to the ticket number passed.
  • CHANGED: "Max Uploads for New Tickets" setting in Ticket Settings now works for replying to tickets as well. Field renamed to "Max Uploads" to reflect the change.
  • CHANGED: Custom fields area moved to the top of print preview pages.
  • CHANGED: Deleting groups or departments will no longer trigger events on every single item transferred as a result.
  • CHANGED: Survey links now last for 365 days instead of 30.
  • EFFICIENCY: Deleting a group or a department now transfers tickets, calls, and chats much more efficiently.
  • FIXED: A database exception will no longer be caused when transferring a ticket on case sensitive databases.
  • FIXED: An issue with internationalized dates on follow-up popup.
  • FIXED: Drop down menus will now function properly when a page contains an iframe (like an embedded video).
  • FIXED: In rare circumstances, POP retrieval sessions would stop. This has been resolved.
  • FIXED: Print preview window for tickets, live chat and calls now show custom fields properly.
  • FIXED: Reminders window will now properly add line breaks.
  • FIXED: Resolved an issue where an old survey offered on a ticket could cause a new survey to not be available.
  • FIXED: Styling on Management Interface change password page fixed.
  • FIXED: Who's On script generation will no longer add duplicate quotes when using HTTPS.

New in SmarterTrack 10.6.5550 (March 14th, 2015)

  • FIXED: Attachments can now be properly viewed in Live Chat.
  • FIXED: Required yes/no custom fields with no default value now validate properly.
  • FIXED: Styling corrected for Send File button in live chat popup.

New in SmarterTrack 10.6.5549 (March 13th, 2015)

  • IMPORTANT: A new HTTP Handler was added to the web.config file. Users using custom web.config files will need to add the handler as defined in the web.config file included in the installer. The handler path to copy contains the path HttpHandlers/Management.
  • ADDED: Advanced search pages now allow users to filter their search term to certain locations (e.g. subjects, comments, etc.).
  • CHANGED: GetTicketAttachments Web service now includes ticketMessageId in return.
  • CHANGED: GetTicketConversationPartList now includes IsDraft for each ticket message.
  • CHANGED: On advanced search pages, "Search In" renamed to "Items to Include" and moved down below date range.
  • FIXED: All host headers show in Get Assistance area.
  • FIXED: Certain emails do not appear properly in SmarterTrack.
  • FIXED: Consistency issues with boolean custom fields have been resolved.
  • FIXED: Custom fields defined as drop-down boxes will now show "- Choose One -" properly based on whether or not the field has a default value.
  • FIXED: Custom fields now properly get sent to event actions.
  • FIXED: Email for custom reports will now show the same data as when it is viewed in the management interface.
  • FIXED: Languages that are attached as the default for a department will now indicate that the department must be changed before they can be deleted.
  • FIXED: Recent News RSS Feed now passes W3C Validation.
  • FIXED: RSS feeds downloaded from websites that are not entirely compliant with HTTP will now download properly.
  • FIXED: Search box now properly sets the focus when advanced search pages are entered.
  • FIXED: Upgrades for MySQL will now be more tolerant of tables or indexes that already exist.
  • FIXED: When a language is deleted, it will automatically set any linked KB Articles, Canned Replies and News Items to All Languages.
  • SECURITY: Resolved a permissions issue with call logs and tickets.

New in SmarterTrack 10.5.5515 (February 10th, 2015)

  • ADDED: Custom fields setting page now shows the default value in the grid.
  • ADDED: New web service added to accommodate WHMCS module version 2.0.
  • EFFICIENCY: Background processes will now use fewer database calls.
  • EFFICIENCY: Thread statuses are no longer stored and repeatedly updated in the database.
  • EFFICIENCY: Ticket idle events will no longer process if an action is not configured for the event.
  • FIXED: A potential app crash for issues connecting to external providers.
  • FIXED: Agent selection dropdown box in call logs will no longer be filled with duplicate entries.
  • FIXED: Changing groups in call logs will keep the same agent selected if the agent exists in both groups.
  • FIXED: Custom field dialog in settings will now show the correct default options when editing an existing field.
  • FIXED: Custom fields will now be properly filled out after postbacks.
  • FIXED: Display of RSS feeds with images is more consistent.
  • FIXED: Inbound spool will no longer stall if an exception happens while importing.
  • FIXED: National characters from various locales now get properly converted to their ASCII equivalent in Knowledge Base and News URLs.
  • FIXED: On session timeout or IIS Reset, tickets and chat grids will no longer lose their filters.
  • FIXED: RSS feed temporary files will now be stored in the proper folder, allowing for correct caching.
  • FIXED: Spool will now operate properly on Turkish installs of Windows.
  • FIXED: Ticket searches will now search in the ticket comments.
  • FIXED: When a POP account is set up through SSL, a slow connection will no longer cause high CPU usage on the application pool.

New in SmarterTrack 10.4.5451 (December 5th, 2014)

  • FIXED: An error will no longer occur for live chat advanced searches when the end date in the Date Range is left empty.
  • FIXED: Custom fields will no longer disappear on call logs after save or after changing departments.
  • FIXED: Editor resize issues when switching tabs have been resolved.
  • FIXED: Indexing will now execute more efficiently on databases that are under heavy load.
  • SECURITY: Fixed an XSS issue related to live chat.

New in SmarterTrack 10.4.5442 (November 26th, 2014)

  • ADDED: AddMessageToTicketFromUser Web service to svcTickets.asmx that performs the same function as AddMessageToTicket but allows a user to be specified.
  • ADDED: Custom Fields Default Values can now use Translatable strings.
  • ADDED: SEO friendly URLs now support more international character conversions.
  • ADDED: Template Field Display Names can now use Translatable strings.
  • EFFICIENCY: Performance of Searching in MySQL greatly increased.
  • FIXED: Button to transfer a ticket will now work properly when the ticket interface was opened from a direct link.
  • FIXED: Calls to SetTicketCustomFields Web service for date/time fields will now function properly.
  • FIXED: Changing custom fields in call logs will no longer fail to load if the 'Block chats while composing call logs' setting is enabled.
  • FIXED: Custom Fields bar now properly shows display names.
  • FIXED: Date picker will now properly handle formats from various locales.
  • FIXED: Events with an action of ‘Send Canned Reply’ will now be sent correctly.
  • FIXED: Forgot password email will now be sent from the proper brand.
  • FIXED: Forwarded messages will now be sent from proper department email.
  • FIXED: HTML Editor now resizes properly on fast vertical resizes.
  • FIXED: Licensing page's Buy Now link now goes to proper location.
  • FIXED: Plain text emails sent by CreateTicket Web service will now appear properly.
  • FIXED: Resend Email functionality will now function properly.
  • FIXED: The database upgrade process will no longer stall on certain installations.
  • FIXED: The dropdown for departments in Call Logs will now only load departments for the set brand.
  • FIXED: Ticket messages composed in Right-to-Left languages will now get stored and emailed as such.
  • FIXED: User Details page will no longer show duplicate tickets.
  • FIXED: Who's On chat invitation now correctly translates the Name and Email field names when a better suited language pack is available for a visitor.
  • SECURITY: Resolved a security issue related to the community.

New in SmarterTrack 10.4.5423 (November 10th, 2014)

  • FIXED: 'New' button in tickets works as expected in Safari.
  • FIXED: Email reports now send properly.
  • FIXED: Uploading attachments now works as expected.
  • FIXED: Users can now be deleted if the database collation was setup as case sensitive.
  • SECURITY: A vulnerability related to file creation was resolved.

New in SmarterTrack 10.3.5416 (October 31st, 2014)

  • EFFICIENCY: Fewer files are loaded on application startup.
  • FIXED: A bug that would prevent certain users from seeing search results has been resolved.
  • FIXED: CreateTicket API now properly sends emails in plain text.
  • FIXED: Drop down list items in custom fields with the same information are now ignored.
  • FIXED: Hourly reports now show for when a single date is selected.
  • FIXED: Upgrade process will now properly ignore tables that can't be dropped.

New in SmarterTrack 10.3.5410 (October 25th, 2014)

  • EFFICIENCY: Minor performance improvements.
  • FIXED: Attachments now send properly for both newly created tickets as well as forwarding a ticket with existing attachments.

New in SmarterTrack 10.3.5409 (October 24th, 2014)

  • ADDED: Agent Display Name now shows as a variable for survey events.
  • ADDED: Avatar URL is now returned in GetUserProperties web service call.
  • CHANGED: Advanced Search page no longer has a ‘Subject’ field, since the ‘Search String’ field also searches in the subject.
  • CHANGED: History tab for Tickets, Call Logs, Chat and Tasks rearranged for easier viewing.
  • CHANGED: Search index tables for comments were combined into primary search index tables.
  • CHANGED: Search indexing now starts after a short delay, in order to avoid the initial CPU pop right after IISReset.
  • CHANGED: When downloading all ticket attachments, the .zip file is now stored in the Temp folder so that it will be automatically deleted during the cleanup process.
  • EFFICIENCY: New indexes were added that increase performance for some installations.
  • EFFICIENCY: Search indexing is now faster and uses less network bandwidth overall.
  • EFFICIENCY: Search results will no longer auto-refresh every 30 seconds.
  • EFFICIENCY: Searching is substantially faster in some cases.
  • FIXED: Advanced Search has been improved to better locate items that have a mix of letters and numbers, such as “xxx111” or similar format. In order to accomplish this, the indexes for each section will start to be automatically recalculated in a background thread after upgrading to this version. The results of which may take some time depending on the size of the database.
  • FIXED: An issue that required clicking 'Post Comment' twice in Firefox.
  • FIXED: An issue where an extra period could be inserted into links within emails during the sending process.
  • FIXED: Auto-responders now send as expected.
  • FIXED: Capitalization in some queries was causing them to not work on databases with case sensitive collation.
  • FIXED: Carriage returns in custom fields within signatures would break the editor when replying to a ticket.
  • FIXED: Custom Fields now properly scroll in call logs.
  • FIXED: Emails sent to a department address would remove the address resulting in an email with no ‘To’ address that sits in the spool without being sent.
  • FIXED: Forwarding a ticket now properly includes attachments.
  • FIXED: Generating Who's On scripts in the Settings section was including extra quotes around the source URL.
  • FIXED: Image placeholders no longer show incorrectly when images not present.
  • FIXED: In Internet Explorer, multiline comments now display correctly when editing them.
  • FIXED: In Safari browsers, the cursor within the HTML editor could relocate to the top, left corner when pressing Return.
  • FIXED: KB and News articles that contain embedded images served from SmarterTrack will be automatically converted to their secure version.
  • FIXED: Search indexing now takes into account participants.
  • FIXED: Search indexing will no longer stall on orphaned tickets that do not contain ticket messages.
  • FIXED: Searching now takes into account weights for subjects.
  • FIXED: Survey Link Text now displays as expected.
  • FIXED: Surveys are now also sent when a ticket status is changed to Closed and Locked.
  • FIXED: The editor no longer breaks when attempting to reply to a thread without any content.
  • FIXED: The maximum frequency setting for an event's action could cause the event to not fire every time it was supposed to.
  • FIXED: The order in which Advanced Search results were displayed was being overridden by the sorting order applied to the grid. Results are now displayed in order of the best result listed first.

New in SmarterTrack 10.2.5374 (September 20th, 2014)

  • ADDED: Entering a number while searching in the Knowledge Base section of the Portal will now redirect the user directly to a Knowledge Base article if the number searched matches an article's ID.
  • ADDED: The Send Email action on survey events now includes two new variables for including the agent's email address and the results of the survey.
  • ADDED: The text area for Comments within the Community will now dynamically resize as a user types within them.
  • ADDED: Users who are linked to the My Settings section of the Portal will be prompted with the login modal if they are not already logged in.
  • CHANGED: Changing a Community thread's status now requires the user to have the Community role permission 'Change Status.'
  • CHANGED: Changing a Community thread's type requires the user to be the creator or have the Community role permission 'Edit.'
  • CHANGED: Marking a Community thread's reply as the answer now requires the user to be the creator or have the Community role permission 'Moderate.'
  • FIXED: An issue that could cause the Communicator to stop working on load or reload.
  • FIXED: An issue that could cause the User Detail's ticket tab to show duplicate tickets.
  • FIXED: Call logs were not converting time to local time within the header.
  • FIXED: Editing a Community comment in Firefox could cause the comment's line breaks to disappear.
  • FIXED: Editing a reply in the Community would cause some links and buttons to stop functioning.
  • FIXED: Embedded videos from YouTube, Metacafe, and Vimeo will no longer be removed when posting in the Community.
  • FIXED: New Comment notifications will no longer double encode the subject.
  • FIXED: Survey questions with multiple answers were only saving the last answer marked.
  • FIXED: The Answer label and Mark As Answer links were not showing for Question type threads in the Community.
  • FIXED: The dropbox associated with the Time of Day condition in events was not displaying its saved value correctly when the event was re-opened for editing.
  • FIXED: The right-click context menu was missing from the Categories grid in Brand settings.
  • FIXED: The Subscribe button will now show a login modal if clicked while not logged in.
  • FIXED: Ticket signatures were not being removed from the editor when the ticket was marked as incoming.

New in SmarterTrack 10.2.5364 (September 9th, 2014)

  • ADDED: A Ticket Duration event type has been added for tickets.
  • ADDED: A Total Duration event has been added for tickets.
  • ADDED: Ability to mark all Community threads as read.
  • ADDED: Ability to reset email templates to their default state.
  • ADDED: Back to Community Threads link now appears on threads.
  • ADDED: Comments on a Community post will now generate an email informing the poster about the comment.
  • ADDED: Community activity digest for subscribed posts, with a customizable template.
  • ADDED: Community Categories may now be limited to a specific role. The Category and threads within will only be visible to users who have the assigned role.
  • ADDED: Email Templates now operate off of a Master Template that can be set to control the outer HTML appearance of emails sent from SmarterTrack.
  • ADDED: Emails generated from Community thread subscriptions will now be sent as an hourly digest that informs the user of changes to all threads they are subscribed to.
  • ADDED: Events may now be enabled/disabled on a per event basis.
  • ADDED: Events may now be enabled/disabled.
  • ADDED: New email template for Community Comment Notification.
  • ADDED: Registration can now be set to use an external registration provider.
  • ADDED: Revisiting a Community thread will now highlight and bold the posts and comments that are new since the thread was last viewed.
  • ADDED: Setting under 'My Settings' in the Portal to enable or disable email notifications from the Community.
  • ADDED: Subscriber count now shown at the top of each thread.
  • ADDED: The ability to resend an email from the ticket conversation view.
  • ADDED: The alerts section of the Portal will now have an alert for users who have not uploaded or selected an avatar.
  • ADDED: The login popup now includes a button to register a new account.
  • ADDED: Unread and Subscribed view in Community.
  • ADDED: Unread item indicators on Community threads.
  • ADDED: Users who have not verified their email will now see an alert in the alerts section of the Portal.
  • ADDED: Users who participate in a Community thread will now automatically be subscribed to the thread.
  • CHANGED: A display name is now required in the 'My Settings' area.
  • CHANGED: All default email templates have been refined to be clearer.
  • CHANGED: Avatar approval now starts off approved. The Approve All button has been removed.
  • CHANGED: Categories are now presented as radio buttons when creating or editing a Community thread. Only one Category may be assigned to a thread.
  • CHANGED: Category tags will now appear in gray; normal tags will still be shown in blue.
  • CHANGED: Cloning an agent will now also copy agent-in-group settings.
  • CHANGED: Community now remembers your last search parameters for a short while and starts there when you navigate back to the Community.
  • CHANGED: Display of Community page restyled for better legibility.
  • CHANGED: Display of last replies in the Community thread list adjusted to give more information.
  • CHANGED: Font sizing changed in the header of the Community to make it easier to read.
  • CHANGED: For Community moderators, the Post Reply button now includes the ability to change a thread's status when replying.
  • CHANGED: If Categories are available, the user will be required to select a Category before creating a Community thread.
  • CHANGED: More/Less button in editor now saves state in the browser.
  • CHANGED: New community threads will now be given an automatic vote by the creator.
  • CHANGED: Non-employee users will always have the ability to change their display name in the user settings section of the Portal.
  • CHANGED: Recurring tasks are now editable.
  • CHANGED: Replies to a thread are now shown in chronological order instead of sorting by number of votes.
  • CHANGED: Several elements of the Portal and Community have had their styling improved.
  • CHANGED: Styling has been improved on the Community's search results page and now includes more results per page.
  • CHANGED: Surveys will only be sent for closed tickets if at least one incoming message is present.
  • CHANGED: The comment portion of a Community thread no longer requires clicking a link to open the text area.
  • CHANGED: The Feedback Moderation page has been adjusted slightly for simplicity and efficiency.
  • CHANGED: The initial Status of Community threads with the Problem type has been changed from Reported to Submitted.
  • CHANGED: The tag signifying a post was reported for moderation has been changed from 'Moderate' to 'Reported'.
  • CHANGED: Viewing a survey in the portal now shows in a modal window.
  • CHANGED: Voting for Replies on a Community thread has been changed to be a 'thumbs-up' or not, rather than voting up, down or not at all.
  • EFFICIENCY: Additional caching and indexing has been added to increase overall efficiency.
  • EFFICIENCY: The deletion process for departments is now done on a background thread so that it will no longer timeout for large departments.
  • FIXED: Attempting to take actions that require a user to be logged in will show the login modal.
  • FIXED: Auto-login on the Portal was not logging in correctly.
  • FIXED: Better error validation when creating and editing threads.
  • FIXED: Canned replies that include images now get linked properly in ticket replies sent through email.
  • FIXED: Community posts can now be opened in new tabs and treated like any other link.
  • FIXED: Deleting a brand would fail if Community Tags were set up for that brand.
  • FIXED: Editing a survey in the Management Interface was not always opening the correct survey.
  • FIXED: Error messages returned by the registration external provider will now be passed back to the user.
  • FIXED: Having the Current Referrer column visible in Who's On would cause the grid to fail to load.
  • FIXED: HTML Title being set properly on Community Posts.
  • FIXED: Incorrect encoding type in an email's header will no longer cause the email to fail to import.
  • FIXED: Large strings of characters could overlap into the right pane area of the Community.
  • FIXED: Logging out after replying to a thread in the Community could appear to not log the user out.
  • FIXED: Registering with an already registered email will now display a proper error message.
  • FIXED: Reminder for tasks that are attached to a related item will now trigger for the owner of the item.
  • FIXED: Selecting an item from the Community Moderation results list will now automatically scroll the page to the reported item.
  • FIXED: Send Verification Email button corrected on the My Settings page of the portal.
  • FIXED: The #body# variable for Ticket Created events was not being filled out properly for tickets that were created through the Portal.
  • FIXED: The comment area in the Management Interface now properly wraps text in IE 11.
  • FIXED: The link for the mobile interface no longer appears for non-Enterprise licenses.
  • FIXED: The live chat script generator did generate the link correctly for additional brands.
  • FIXED: The News section's pager would not show an index for pages with less than ten items.
  • FIXED: The popup to resend a message on a ticket could fail to close after sending the message.
  • FIXED: The Votes tab on the Community search results page now sub-sorts by date.
  • FIXED: Ticket Message Received events that use the Acting Agent as a condition would not trigger.
  • FIXED: Trend reports grouped by day or month were not being displayed in chronological order.
  • FIXED: User display names may no longer contain an @ sign. Any that are already set up that way will stop displaying at the @ sign to prevent revealing email addresses.
  • FIXED: User spellcheck dictionaries now properly save and persist after upgrade.
  • FIXED: When attempting to create a new thread, an error message for a missing required field will no longer cause the Category and Tags to be lost.
  • FIXED: When connected to an external provider for registration, SmarterTrack will still require email verification, even if the login provider is set to treat existing users as verified.
  • FIXED: While submitting a ticket in the Portal, using a browser's forward and backward functionality no longer causes custom fields to disappear.
  • FIXED: Who's On script generator altered to allow invites to work in Google Chrome.

New in SmarterTrack 10.1.5318 (July 28th, 2014)

  • ADDED: Brands may now set the default Portal's Chat Link to the style and behavior defined in the Chat Links settings area.
  • CHANGED: Surveys will now attempt to use the Survey Link Text setting for survey links in emails as well as signatures. If not set, the link text will use the global string for survey links.
  • FIXED: An issue where an SMTP connection could not be made to GMail's servers.
  • FIXED: Chat Links will load the departments specified regardless of which Brand's domain they connect with.
  • FIXED: Forwarding a ticket message would duplicate attachments.
  • FIXED: Pop-up windows would shrink and refuse to resize in Firefox version 31.0.
  • FIXED: Retrying a message in the Spool would not work if the message was in the failed status.
  • FIXED: The live chat pop-up was not focusing on the first field correctly.

New in SmarterTrack 10.1.5308 (July 15th, 2014)

  • FIXED: Admins were unable to make agents inactive if they were the last active agent for live chat and had the warning notification enabled.
  • FIXED: Advanced search would not complete for installs that used the 'Dropdown list with Textbox' custom field.
  • FIXED: Communicator calls will now no longer record if disabled in Brand settings.
  • FIXED: Departments could show an error that prevented saving when the POP email address was blank.
  • FIXED: Emails in the Outgoing Spool that failed to send because of a failed connection to the SMTP server may now be resent at any time through the Management Interface.
  • FIXED: For installs using a single Brand, the ticket window would break when adding a ticket to an existing item.
  • FIXED: Forwarding a message would result in duplicating the message.
  • FIXED: In the event that a linked page is no longer available the user will be redirected to the homepage with an error message informing them that the page is no longer available.
  • FIXED: Removed the back button on the pre-chat page that would show when a department was automatically selected because it was the only one available.
  • FIXED: The #body# variable now works for Ticket Comment Added event types.
  • FIXED: The custom field 'Dropdown with Textbox' now follows required field rules for agents and customers.
  • FIXED: The custom field 'Dropdown with Textbox' now shows the dropdown portion for chats.
  • FIXED: The log files for SMTP now make a clearer association between the .eml file and the session ID.
  • FIXED: The notification for setting the last active agent in live chat to inactive has been made clearer for administrators performing the action.
  • FIXED: The role and user settings pages will no longer fail to load if the description field for a role is null.
  • FIXED: User Dashboard would report an agent as active in a chat group when the group's department had chat disabled.

New in SmarterTrack 10.1.5283 (June 20th, 2014)

  • FIXED: An issue where Follow-ups set to be automatically assigned were staying with the agent who created the follow-up even when they were set to not have tickets automatically distributed to them.
  • FIXED: The #body# variable was not being filled out for ticket messages imported via POP.
  • FIXED: Web interface will no longer fail to switch tabs on Internet Explorer 9.

New in SmarterTrack 10.1.5276 (June 13th, 2014)

  • ADDED: Creating a ticket from a Community post now pops up the ticket in a new window.
  • ADDED: Ticket creation events may now use the #body# variable to insert the body of a ticket.
  • EFFICIENCY: The surveys page now loads results faster, especially for installs with a large amount of surveys.
  • FIXED: An issue with calculating Live Chat timing reports has been corrected.
  • FIXED: An issue with calculating ticket timings according to business hours has been fixed.
  • FIXED: Attaching a file with a comma in the file name will no longer fail to upload.
  • FIXED: Cases where POP importing could fail for mailboxes with a large number of emails.
  • FIXED: Cases where SMTP would stop working if a message was deleted from the outgoing spool.
  • FIXED: Cases where the Transfer Ticket window would error if Ticket Settings were set for multiple servers and only one was in use.
  • FIXED: Community subscription emails will now correctly quote the subject of the Community post in the email.
  • FIXED: Creating a ticket from a Community post now correctly adds that message to the ticket's message count.
  • FIXED: Forwarding or quoting a message included the message twice.
  • FIXED: New tickets created as incoming will now show the signature in the editor.
  • FIXED: Social Network links will no longer include 'www.smartertools.com' in the query string to the network provider.
  • FIXED: Spell check now functions properly in Internet Explorer 8.
  • FIXED: The custom field 'Dropdown with a text box' now includes the dropdown portion. Was previously only including the text box.
  • FIXED: The email address for administrator notifications may no longer be set to a department's email address.
  • FIXED: The formatting for the From address on Community subscription email has been corrected.
  • FIXED: The Live Chat tab on the Portal will no longer show if none of the brand's departments have Live Chat enabled.
  • FIXED: The Live Chat tab will no longer appear on the Portal if Live Chat has been disabled.
  • FIXED: The Master Category Tag list will now immediately show new tags that have been added for items that use them.

New in SmarterTrack 10.1.5241 (May 9th, 2014)

  • ADDED: The department name for a ticket will now be displayed in the heading when viewing a ticket in the Portal.
  • EFFICIENCY: Loading time for the ticket page in the Portal has been significantly reduced.
  • FIXED: A rare issue where malformed HTML in an incoming ticket message would cause the action buttons on the page to no longer function.
  • FIXED: A rare issue where malformed HTML in an incoming ticket would cause the Portal's ticket page to lose formatting.
  • FIXED: An issue where a customer could end a chat after it was already ended and cause the duration to be reported incorrectly.
  • FIXED: Inactive chats were not loading agent names in the transcript if the chat was transferred to another agent.
  • FIXED: The quick search bar for tickets in the Management Interface could fail to perform the search.

New in SmarterTrack 10.1.5227 (May 5th, 2014)

  • ADDED: A page informing the user that Live Chat is closed on the final step of starting a live chat if they started the process when it was available but clicked the final submit when chat was unavailable.
  • ADDED: Agents may now forward a message from tickets of which they do not have ownership.
  • EFFICIENCY: Ticket searches by email are now performed significantly faster.
  • FIXED: A missing language string on the ticket settings page.
  • FIXED: An issue that could prevent a Community thread from loading.
  • FIXED: An issue that could prevent accounts from loading in the Communicator.
  • FIXED: Call logs would refuse to save when custom field values are missing even though they should not have been required.
  • FIXED: Choosing not to display the login form in the portal will no longer hide the register button.
  • FIXED: Creating a followup no longer requires the agent to have permission to transfer the ticket.
  • FIXED: File attachments submitted with tickets through email will now adhere to the allowed extensions setting for tickets.
  • FIXED: In the send email action for events, a department's email may once again be set as the from address.
  • FIXED: Inserting Canned Replies into chats would cause extra spaces to appear.
  • FIXED: Live chat links showing available for all brands when only one brand is available.
  • FIXED: Live chat system will no longer assign chats to unavailable agents in rare cases.
  • FIXED: Mobile interface was not correctly validating users when logging in with an external provider.
  • FIXED: Signatures would not get generate when the group is preselected.
  • FIXED: Surveys using yes/no questions will no longer break when used in non-English languages.
  • FIXED: The department selection list for Live Chat could get stuck on a department in certain situations.
  • FIXED: Tickets are no longer able to be pinned to the queue.
  • FIXED: Time log overview report now adheres to the dates set in the report.
  • FIXED: Transcripts contained '@@Spacer'
  • FIXED: User that did not have permission to view a Community Thread could view it if they navigated to the page through an outside link.
  • FIXED: Users without permission to view Community Threads could still search for them in the Portal.
  • FIXED: When using 'Reply with Copy' it could have tried to add attachments from other messages.
  • REMOVED: The option to push a page to a user through Who's On (URLs that agents type will be automatically clickable for end users).

New in SmarterTrack 10.0.5192 (March 28th, 2014)

  • ADDED: Two new key-value pairs for the setUserProperties web service call, authenticationtype and avatarsource.
  • ADDED: User's OS and Browser information has been added to the agent's live chat header for chats less than 24 hours old.
  • CHANGED: If a user attempts to initiate a live chat when live chats are set to agent-only it now redirects them to the offline link if set or to the ticket page if they have permission to submit a ticket. Previously it redirected to the Portal's homepage.
  • CHANGED: The date picker now defaults to Monday instead of Sunday for English speaking locales.
  • CHANGED: The Management Interface button at the bottom of the Portal will be hidden if login is enabled.
  • CHANGED: Users may now register with a username containing the @ symbol and dashes, allowing them to use their email address as their username.
  • FIXED: A rare exception that could happen during the auto-logout process.
  • FIXED: Added a message that informs a user if they lack permission to post feedback on a knowledge base article.
  • FIXED: An issue preventing agents from sending attachments through live chat.
  • FIXED: An issue that could prevent the list of threads from showing in the Community if a user who created one of the threads had been deleted.
  • FIXED: An issue with the Visible Fields popup that could cause it to not function correctly for some agents.
  • FIXED: Choosing 'Blank' for offline live chat links will no longer render a blank space; it will now be entirely hidden.
  • FIXED: createTicketWithDate Web service call will now include line breaks for plain text.
  • FIXED: Custom colors will no longer cause white text on a light background in the widget menus.
  • FIXED: Google Analytics tracking code is now properly embedded in the Portal.
  • FIXED: Items that are stale for a large number of days will no longer cause an exception in the Stale Check thread.
  • FIXED: Knowledge Base articles that are linked as the translation of another article will no longer fail to load in the Portal.
  • FIXED: Live chat map wasn't showing the pin for a user's location.
  • FIXED: Manual Ticket Events for Send Canned Reply now correctly formats the Canned Reply and will no longer cause two signatures to be written.
  • FIXED: Quoting a message will no longer initiate using the sender's email instead of the agent's.
  • FIXED: Registration on the Portal and new user creation in the Management Interface will both now check for password strength rules.
  • FIXED: Some users were being denied the ability to leave Feedback on Knowledge Base articles when they had permission to do so.
  • FIXED: The date picker now allows today's date to be picked as the end date when creating a task.
  • FIXED: The outgoing spool now includes the department name, if applicable.
  • FIXED: Using the brand dropdown to change brands will no longer cause an error for sites hosted under a virtual directory.

New in SmarterTrack 10.0.5182 (March 28th, 2014)

  • ADDED: Management Interface button added to the bottom of the portal home page.
  • ADDED: The ability to forward an incoming ticket message to another email address.
  • FIXED: An error that could occur when editing a community post that prevents any further action on the page has been resolved.
  • FIXED: Attachments that were uploaded while composing a ticket will no longer show as expired before the message can be sent.
  • FIXED: Certain permission combinations would cause suggested Knowledge Base articles to not show for tickets and auto-responders.
  • FIXED: Custom fields will no longer be required to be filled out when deleting a ticket.
  • FIXED: Databases set to be case sensitive will no longer experience an error when loading the Knowledge Base section of the Management Interface.
  • FIXED: Editing the main post on a Community thread will no longer reset the last post date to the thread's creation date.
  • FIXED: Event log entries now get written to an events.log file instead of errors.log.
  • FIXED: In the user's settings section of the Portal, users may no longer change their email address to an email address that is already being used.
  • FIXED: Initial creation of sitemap will no longer fail.
  • FIXED: Removing the 'Registered user with verified email address' role from a user now takes effect properly.
  • FIXED: Sites set up under virtual directories were experiencing errors with several elements of the Portal.
  • FIXED: Some configurations of IIS were preventing navigation from working correctly in the Portal.
  • FIXED: Submitting some types of messages through the chat interface will no longer cause an error.
  • FIXED: The advanced search for Chat went missing; It has been found and is now back where it should be.
  • FIXED: The custom fields and history tabs in the Management Interface will no longer fail to load.
  • FIXED: The main search bar on the Portal will no longer be shown if both the Knowledge Base and Community features are disabled.
  • FIXED: The survey drop down will no longer break if multiple surveys have the same name.
  • FIXED: Users will no longer see duplicates of their tickets in the Tickets section of the Portal.
  • FIXED: When a user is redirected to change password when logging in due to a weak password, a notification will appear.

New in SmarterTrack 10.0.5172 (March 28th, 2014)

  • ADDED: A 'Hidden' tag will be added to posts or comments that are hidden from users while awaiting moderation.
  • ADDED: A Portal setting to disable social network links in the Portal.
  • ADDED: Descriptive CSS class names have been added to several elements of the portal to allow for more modifications with Custom CSS.
  • ADDED: The label indicating that a thread, post, or comment needs moderation now includes dropdown options for approve and delete.
  • FIXED: A rare issue that could cause the POP import thread to get stuck on one mailbox when an email it was processing was deleted.
  • FIXED: Agents are no longer able to load the survey page intended for customers.
  • FIXED: Agents without the administrator role may now open their alert pages.
  • FIXED: An issue that would allow users to post anonymously if they had logged out on one open tab and posted on another.
  • FIXED: An issue where if a ticket contained malformed HTML it would cause other tabs on the ticket window to not load correctly.
  • FIXED: An issue where random translations could appear in chats if the user did not choose a translation option.
  • FIXED: An issue with redirecting URLs when hosted under a virtual directory.
  • FIXED: An issue with translations on the Community tabs.
  • FIXED: Articles with broken links should only have a single alert for the article.
  • FIXED: Custom links in a MySQL environment were not saving correctly.
  • FIXED: Custom links on the Portal homepage were showing translation strings instead of the actual translations.
  • FIXED: Deleting a KB article with broken links did not remove the alert for it.
  • FIXED: Disabling the 'Avatar is approved for public display' option would not save in some scenarios.
  • FIXED: Forwarding a response inside of a ticket will now include any available attachments linked to that response.
  • FIXED: Plain text emails were ignoring line breaks.
  • FIXED: Replies that are hidden due to needing moderation were still being added to the reply count.
  • FIXED: Statistics will now load correctly in the user details log.
  • FIXED: Styling was incorrect for the forgot password page.
  • FIXED: Submitting surveys in MySQL no longer cause an error page to show.
  • FIXED: The 'Approve all' button in Avatar approval now works correctly even if the deny button was selected first.
  • FIXED: The 'Post Reply' button could cease to function after a user edited a comment.
  • FIXED: The change password page will no longer require you to enter your old password if you navigate there via the reset password email link.
  • FIXED: The forgot password link in the management interface was not working in some scenarios.
  • FIXED: The grid was not refreshing automatically after a draft was auto-saved.
  • FIXED: The location of the chat link icon was off when viewed in a right-to-left language format.
  • FIXED: Users without permission to moderate the Community will no longer see moderation alerts.
  • FIXED: Verified users will now see all of their tickets in the Portal, even those created before the user account.
  • FIXED: When replying to a ticket the editor was not being focused as it should.
  • FIXED: When using Internet Explorer the ticket window could steal focus if left open.

New in SmarterTrack 10.0.5157 (March 28th, 2014)

  • IMPORTANT: Due to the new portal design, colors will revert to defaults and must be reset and any additional customizations may need to be re-configured.
  • IMPORTANT: External scripts to embed Live Chat Links and Who's On have changed and will require re-generation for inclusion on any sites using those links.
  • IMPORTANT: Management Interface button on portal has been moved into the user dropdown at the top right of the portal, and will only show for logged in agents.
  • ADDED: A 'Download All' button has been added to the attachments tab allowing the agent to download all attachments at once as a zip file.
  • ADDED: A column for average survey rating has been added to the ticket and chat grids.
  • ADDED: A completely redesigned portal interface, with a fluid layout that is optimized for mobile devices.
  • ADDED: A field for 'Survey Link Text' has been added to surveys so that users can customize the text that appears when adding a survey link signatures.
  • ADDED: A new SMTP event for 'Final Delivery Failed' has been added that will trigger when an email is moved from the spool into the failed folder after retrying several times over a 24 hour period.
  • ADDED: A role setting has been added to determine whether or not a user may view the results of a survey in summary, detail, or at all.
  • ADDED: A Surveys tab has been added to tickets that will display the surveys taken for that ticket.
  • ADDED: A variable has been added to signatures allowing surveys to be linked in the signature.
  • ADDED: A Web service, AddRelatedItem, has been added to svcTickets that will add a related ticket, chat, or call log to an existing ticket.
  • ADDED: A Web service, GetAvailableChatAgentsForGroup, has been added to svcOrganization that will return the agents that are active for chats, excluding those that are AFK.
  • ADDED: Administrators may now view Chat Rooms from the Live Chat tab even if they are not an agent.
  • ADDED: Avatars appear on the density map for Who's On users that are logged into SmarterTrack.
  • ADDED: Chat auto hand-offs now let the agent know why hand-off occurred.
  • ADDED: Extensible Schema tags added to portal content, allowing for better search indexing and SEO. (See http://schema.org/)
  • ADDED: External RSS Feed preview items can now be embedded in the portal.
  • ADDED: External RSS Feeds can now be restricted by brand.
  • ADDED: More friendly error pages appear in the case where 404 or 500 errors occur.
  • ADDED: New Community area of Portal.
  • ADDED: Portal Settings now has an option for "Enable live chat from portal" which shows/hides the live chat tab.
  • ADDED: Social networks updated with Google+, LinkedIn, Tumblr and others.
  • ADDED: Surveys tab has been added to tickets, live chats, and the user popup.
  • ADDED: The average survey rating for a Ticket, Chat, and KB article has been added to their headers.
  • ADDED: The average survey rating received by an employee or given by a user will now be displayed in the user details header.
  • ADDED: Ticket messages can now be forwarded with attachments using the gear menu dropdown.
  • ADDED: When deleting KB articles, forwarding can now be set up so that people or search engines that go to the old link can be redirected to other articles.
  • CHANGED: "Enable Feedback Moderation" is now "New comments start out moderated."
  • CHANGED: Allow custom link order to be set using move up / move down links or buttons (follow other reordering areas).
  • CHANGED: Broken Link Scanner skips over links that contain :// but don't start with http or https.
  • CHANGED: Buttons that allow the user to request items by email will be hidden if the Brand does not have SMTP settings filled out.
  • CHANGED: Call logs now show HTML in preview pane.
  • CHANGED: Department's will now use their Brand's SMTP settings if their SMTP settings are left blank.
  • CHANGED: Easier live chat link embedding system.
  • CHANGED: If a ticket fails to send the spool will automatically retry to send it on. After repeated failed attempts over a 24 hour span, the ticket will be re-opened with a comment added explaining that the last message failed to send.
  • CHANGED: If an agent is typing, auto hand-off timeouts will reset.
  • CHANGED: In portal, Knowledge Base "User comments" have been renamed to "Feedback."
  • CHANGED: Knowledge Base Comment moderation is now performed in the portal.
  • CHANGED: Knowledge Base Feedback has been changed to work more like Community Threads, granting new functionality like reporting abusive posts, etc. It has been renamed "comments" for consistency.
  • CHANGED: Knowledge Base Settings page cleaned up.
  • CHANGED: Map providers simplified and updated to use new map formats.
  • CHANGED: Most External RSS feed options were removed for simplification and replaced with better defaults.
  • CHANGED: Multi-language Live Chat Links now require a customized javascript to use.
  • CHANGED: News item summaries now always show a snippet of the body.
  • CHANGED: Printing a ticket will now include all replies even if they are hidden in the ticket preview window.
  • CHANGED: Related URLs are no longer necessary in Who's On because brand is now determined by where you call the script.
  • CHANGED: Search indexing now includes small words in subjects of items.
  • CHANGED: SEO friendly URL generation now handles some characters better.
  • CHANGED: Signatures can no longer be altered in the editor to better enforce signature policies set by the administrator.
  • CHANGED: Sitemap features are now automatic through robots.txt, so pages in the interface related to them have been removed.
  • CHANGED: Social network options have been replaced with a single "Enable Social Sharing" option for the portal.
  • CHANGED: Some language strings were changed for consistency.
  • CHANGED: Sticky user comments are now optionally shown in the chat transcript area.
  • CHANGED: The HTML editor has been replaced with a new more efficient, more accurate, and better looking editor. Additionally, some plain text boxes have been replaced with full HTML editors where appropriate.
  • CHANGED: The success message now stays on the screen for a longer duration.
  • CHANGED: Translation drop down in pre-chat is now friendlier.
  • EFFICIENCY: A cleaner has been added to remove unused survey invites from the system.
  • EFFICIENCY: Greatly improved performance on ticket grids when the Duration column is visible.
  • EFFICIENCY: Greatly increased the speed for the initial display of chat contents in chat window.
  • EFFICIENCY: Live chat now accesses the database much less frequently, allowing for higher numbers of concurrent chat sessions with greatly reduced CPU requirements.
  • EFFICIENCY: Optimized usage of Large Object Heap to reduce memory footprint.
  • EFFICIENCY: Portal optimized for greater throughput and user volume.
  • EFFICIENCY: Processing of HTML emails is now much faster.
  • EFFICIENCY: Several optimizations to code structure allowing for faster startup and reduced resource usage.
  • EFFICIENCY: Significant memory reduction in most installations.
  • EFFICIENCY: Sitemaps are now generated and cached at most once per hour.
  • EFFICIENCY: User agent information will no longer use up a lot of memory and will not slow down start up times.
  • EFFICIENCY: Who's On will no longer store data in the database, resulting in much more efficient use of CPU and memory.
  • FIXED: Agents can now see draft KB Articles in the portal.
  • FIXED: Broken link scanner now can detect relative links for knowledge base and news items.
  • FIXED: Broken Link Scanner will no longer identify links beginning with a hash mark (#) as broken.
  • FIXED: Buttons that are partially covered by an error or success message may now be clicked.
  • FIXED: Changing event action types will no longer cause the email field to lose information.
  • FIXED: Custom Reports will now sort by the correct sort order.
  • FIXED: Custom text that appears at the end of a chat will now show on the transcript page if the chat automatically redirects there.
  • FIXED: Deleted departments are no longer included when checking to see if an email is a department email.
  • FIXED: Events pages are now sorted correctly.
  • FIXED: For reports, the quick date dropdown value for 'Today' will now correctly enter the current date.
  • FIXED: If the brand does not have SMTP settings then messages informing the user an email was sent to them have been hidden.
  • FIXED: In the reports section, News Items Modified was incorrectly listed as News Items Created.
  • FIXED: Including more than one live chat link on a page will no longer cause the statuses to update irregularly.
  • FIXED: Live Chat and Who's On links will no longer stall if SmarterTrack is not available, since deferred scripts are always generated.
  • FIXED: Live chat links will no longer use the incorrect URLs when a brand uses multiple host headers.
  • FIXED: Pasting and drag/drop of images now works in the HTML editor in Tickets and Call Logs for browsers that support it.
  • FIXED: Registering with a reserved email address will now post a message informing the user that the email address is reserved.
  • FIXED: Roles are now displayed correctly in the user drop down in the Management Interface.
  • FIXED: Scheduling a custom report to be emailed now properly requires the 'To' field to be filled out.
  • FIXED: Scripts will now embed properly in IIS 6.
  • FIXED: Sitemaps now properly split when there are more than 50000 items.
  • FIXED: Success and error bars will now reshow themselves if the same input is resubmitted.
  • FIXED: Surveys after live chat will now appear properly if ended by the user.
  • FIXED: The datetime parser for scheduled email reports did not work correctly for languages that do not use the Gregorian calendar.
  • FIXED: The management interface will now enforce password rules when a user changes their password on their My Settings page.
  • FIXED: The menu option to open an attachment that is unavailable has been removed.
  • FIXED: Various issues with IE11 compatibility.
  • FIXED: Video embedding in the editor now works properly with YouTube.
  • REMOVED: A setting in Who's On to display the name of the agent inviting the customer to chat.
  • REMOVED: Automatic translation services in the portal have been removed in favor of customers simply using any available browser plugins for language translation.
  • REMOVED: Brand override to enable Who's On at the portal level.
  • REMOVED: Broadcast messages from Who's On.
  • REMOVED: ChatParticipant table deleted from back end, as it is all stored in memory now.
  • REMOVED: Display Live Chat Link setting removed from Portal Settings in favor of Live Chat Settings -> Live Chat Requires.
  • REMOVED: KB Ratings.
  • REMOVED: Some unused settings in Who's On.
  • REMOVED: Unused Knowledge Base settings related to auto-translation.

New in SmarterTrack 9.5.5154.21764 (February 11th, 2014)

  • FIXED: Replying to a ticket in the portal would return the user to the ticket page.
  • FIXED: Testing SMTP settings with TLS will no longer fail when it should pass.

New in SmarterTrack 9.5.5091.28985 (December 11th, 2013)

  • FIXED: An exception that could occur if the Database collation setting was set to Case Sensitive.
  • FIXED: An issue causing the active agent count to be displayed incorrectly in MySQL.
  • FIXED: An issue that could cause surveys to not be offered when a customer ends their chat session.
  • FIXED: Emailing custom reports with the same data but different group-by settings would show all graphs with the same group-by.
  • FIXED: Redirects to look up a ticket asks for the email address even when it was previously provided.
  • FIXED: Some compatibility issues fixed for editor and web interface when using IE.

New in SmarterTrack 9.5.5066.24219 (November 19th, 2013)

  • FIXED: A login issue using Internet Explorer 11.
  • FIXED: An issue that could cause the Ticket Response Time report to be missing data if the server was set to a different timezone than the user.
  • FIXED: Call Logs will no longer save without first filling in required custom fields.
  • FIXED: Custom field dropdown lists will now ignore duplicate entries.
  • FIXED: Selecting the "Today" field in the date picker control will now properly choose the current date.
  • FIXED: The Who's On filter for IP address now functions correctly.
  • FIXED: Ticket response trend report no longer loses accuracy when server time zone is different from user timezone.
  • FIXED: Tickets that require custom field values will now save if those values are filled out in either the custom field bar or in the custom field tab.
  • FIXED: Who's On events for chat invites now work properly.
  • FIXED: Who's On idle event to force live chat now works properly.

New in SmarterTrack 9.4.5017.19991 (October 3rd, 2013)

  • ADDED: Internet Explorer 11 support.

New in SmarterTrack 9.4.5010.29031 (September 23rd, 2013)

  • ADDED: Email reports now provide you with an option to choose what locale to use.
  • CHANGED: Because departments are vital to the functionality of SmarterTrack, it is no longer possible to delete a department if it is the last one.
  • EFFICIENCY: Several optimizations to connection state management when using MySQL.
  • FIXED: An issue causing syntax errors to show in the error log and missing report data while viewing reports on a MySQL database.
  • FIXED: An issue with the Broken Link Checker not running correctly on MySQL databases.
  • FIXED: An issue with the Ticket Response Time report not showing data.
  • FIXED: An issue with verification emails.
  • FIXED: Comments can now be edited by the agent who created the comment and can be deleted by the creator, a manager or system administrator.
  • FIXED: Emails with two different types of encoding in the same message will now successfully import.
  • FIXED: Event condition for Less/Greater-Than will now properly exclude Equals matches.
  • FIXED: The SetUsersProperties will no longer allow a user to be assigned an email address already in use by another user.
  • FIXED: Thread tab under Optimizations no longer show the Agent Activity thread as it has been removed.

New in SmarterTrack 9.3.4975.29302 (August 16th, 2013)

  • ADDED: The live chat transcript page now has buttons to print or email the transcript.
  • CHANGED: Follow-ups will no longer be removed from a ticket when an incoming reply reactivates the ticket.
  • CHANGED: The queue will no longer display tickets for groups an agent does not belong to within a department that they do belong to unless they have the manager role.
  • CHANGED: When cloning an employee, the new employee will now be a part of all the same groups as the cloned employee.
  • EFFICIENCY: The event system now has a much smaller memory footprint.
  • FIXED: Adding a task to a ticket without a description will no longer cause the related items grid to not load correctly.
  • FIXED: Attachments with commas in their name will no longer fail to upload.
  • FIXED: Custom Fields load correctly for new tickets when the group is preselected.
  • FIXED: Dates and times in the mobile interface will now show in local time instead of UTC.
  • FIXED: Internal Web server now properly persists its startup mode for future reinstalls of the product.
  • FIXED: Links relying on virtual app paths now work correctly for systems using virtual space.
  • FIXED: POP importing with SSL enabled now works as expected.
  • FIXED: Several German translation strings have been corrected.
  • FIXED: The chat link now opens the custom redirect link instead of always using the default link.
  • FIXED: The date picker should now show the correct format for the currently selected culture.
  • FIXED: The deferred chat script no longer produces Javascript errors on the page.
  • FIXED: The deferred chat script now opens online chat links in a popup window.
  • FIXED: The deferred chat script will now toggle between offline and online statuses correctly.
  • FIXED: The department label on live chats is no longer blank when there is only one department available.
  • FIXED: Tickets created through incoming email will now be displayed correctly for members with registered email addresses that view their tickets in the portal.
  • FIXED: Tickets no longer get reimported when POP settings are set to leave a copy of the email on the server.
  • FIXED: Upgrade protection reminders will now only occur once within 45 days till expiration and again within 14 days till expiration.

New in SmarterTrack 9.2.4926.30006 (June 28th, 2013)

  • ADDED: Offline chat links now have an option to be saved as blank so that no link is displayed when chat is offline.
  • CHANGED: The "user" label has been changed to "employee" in report's Group By option to more accurately describe the data.
  • CHANGED: The auto-close feature for tickets will no longer automatically close tickets that have a follow-up scheduled.
  • CHANGED: Trying to transfer or take a ticket that contains a draft will now prompt the agent if they wish to delete the draft before transferring the item instead of denying them the ability to transfer it due to the draft message.
  • FIXED: Attachments added to new call logs are no longer lost when saved.
  • FIXED: Canned Reply popularity reports now correctly display all relevant data.
  • FIXED: Corrected SQL query in MySQL that imported KB view logs from previous versions on upgrade.
  • FIXED: Dropdown menus with static light backgrounds will no longer inherit light colored text through custom colors.
  • FIXED: Follow-ups set to auto-assign will now re-enter the queue when the follow-up becomes due.
  • FIXED: GetTicketsBySearch web service call will now correctly limit the results by the Max Results value if specified.
  • FIXED: Taking a task will now refresh the preview window so that the Take button disappears.
  • FIXED: The link to browse KB Articles will no longer fail to show in the Portal when viewable articles are all specific to a brand.
  • FIXED: The task grid now refreshes after the transfer window is closed, not when it is opened.
  • FIXED: Track will no longer send emails to accounts that are used for SMTP. Previously it would filter out POP accounts, now SMTP accounts are filtered out as well.
  • FIXED: Weekly trend reports now correctly create a report based off the custom report's time frame instead of showing the previous week's worth of data.

New in SmarterTrack 9.2.4898.19445 (May 31st, 2013)

  • EFFICIENCY: Improved overall load times for tickets.
  • FIXED: Clickable emails once again show in the Ticket history pane.
  • FIXED: Clickable emails within the interface will once again display their menu options.
  • FIXED: Customers who do not enter a name for live chat will be referred to as Guest in the chat window and transcript.
  • FIXED: Email templates will no longer insert break tags when edited.
  • FIXED: Saving a department with POP disabled will no longer prompt you to fill out the POP information fields.
  • FIXED: Scrolling once again works for client side live chat transcripts.
  • FIXED: The editor for Call Logs will now size correctly.
  • FIXED: The survey question window will now size appropriately to accommodate multiple questions.

New in SmarterTrack 9.1.4870.25154 (May 3rd, 2013)

  • ADDED: [#SUBJECT#] to Auto Responder variables list and will now correctly replace for auto responders using it.
  • ADDED: A Web service that returns daily counts per user for tickets, chats, call logs, and average response time. Returns either all agents or a single agent.
  • ADDED: Scheduling a follow-up now includes the option to change priority.
  • ADDED: Web service documentation now allows you to expand or contract all items.
  • FIXED: Allowed extensions for uploads are no longer case sensitive.
  • FIXED: An error preventing upgrades or fresh installs to finish for MySql databases.
  • FIXED: Auto Responders no longer send an error message in place of the original text for very long emails. A truncated plain text copy of the email will be shown instead.
  • FIXED: Custom icons for the portal will now upload correctly.
  • FIXED: Default POP SSL port is now 995.
  • FIXED: Department settings now disables the "Require verified email address to start tickets" field if the "Portal Submission Requires" field is set to "Anonymous Users".
  • FIXED: Department's grid no longer shows POP name when POP is disabled.
  • FIXED: Maps in Brands no longer shows an error.
  • FIXED: The Date/Time picker in tasks now displays correctly.
  • FIXED: The File Manager now correctly shows a confirmation dialogue before deleting an item.
  • FIXED: The File Manager once again notifies a user if a file fails to upload due to being larger than the maximum allowed size.

New in SmarterTrack 9.0.4822.24783 (April 26th, 2013)

  • CHANGED: Long file names uploaded in the web interface are now truncated instead of wrapping.
  • CHANGED: The HTML editor no longer double spaces when pressing enter using Internet Explorer.
  • CHANGED: The title for the Management Interface's login screen now displays the brand name.
  • CHANGED: Viewing the Web interface in compatibility mode is now prevented when using Internet Explorer.
  • EFFICIENCY: Caching timeframes adjusted to significantly increase performance.
  • EFFICIENCY: KB View counts will now be cached properly to avoid unnecessary database calls, and will immediately update in real-time.
  • EFFICIENCY: Number of database calls on average workloads reduced by 75%.
  • EFFICIENCY: Reduced writes to SmarterTrack Database.
  • EFFICIENCY: Top KB Articles are now cached for 5 minutes.
  • FIXED: An issue causing the editor to not show correctly if the option for plain text mode had been enabled from a previous version.
  • FIXED: An issue that could cause the interface to freeze and/or populate the grid with incorrect data when the session expires.
  • FIXED: An issue where pasting into the HTML editor on an iOS device using Safari could paste into a different field on the page.
  • FIXED: Better recovery of lost connections in live chat.
  • FIXED: Canned replies are now inserted correctly in Internet Explorer.
  • FIXED: Creating a list in the HTML editor that includes a hyperlinked item will no longer change the font for following text.
  • FIXED: Day of week option for events now accounts for rollover properly.
  • FIXED: Delete folder modal window now wraps text neatly.
  • FIXED: Deleting files in the file manager now works correctly.
  • FIXED: Editing standard users will no longer show employee options.
  • FIXED: Error messages are now scrollable allowing long error messages to be viewed.
  • FIXED: Fields on the edit department page now display in the correct order.
  • FIXED: Group dropdown for followups no longer loses group listings after selecting a value.
  • FIXED: Inserting a long canned reply no longer causes the scroll bar to appear incorrectly.
  • FIXED: Internet Explorer no longer shows a message asking if user wants to leave the page when they try to send a chat message.
  • FIXED: Inviting a customer to live chat and forcing a customer to live chat now works for multiple invitations.
  • FIXED: Live chat icon once again blinks when there is a pending chat.
  • FIXED: Ordered and Unordered lists are now indented correctly when included in canned replies.
  • FIXED: RSS feeds on right side of portal now display correctly.
  • FIXED: Sort order for grids now persists through advanced searches.
  • FIXED: The actions menu for chats is now visible in all editions.
  • FIXED: The DateTime picker now functions correctly when the browser has Australian selected for the language.
  • FIXED: Various display issues in Internet Explorer have been corrected.

New in SmarterTrack 9.0.4821 (April 4th, 2013)

  • ADDED: Close button added to call logs when popped up from within the SmarterTrack Communicator.
  • ADDED: HTML Editor now includes a Paste as Plain Text button.
  • ADDED: The Knowledge Base web service now includes additional attributes for articles, including IsDeleted, IsDraft, IsPrivate, DateCreatedUTC, DateLastReviewedUTC, KBCategoryID, and IsFlaggedForReview.
  • FIXED: An error upgrading some MySQL installations to version 8 has been resolved.
  • FIXED: Assistance popup will now show resolution matches properly.
  • FIXED: Auto-complete for ticket email addresses will no longer contain duplicates or deleted users.
  • FIXED: Brand logo images may once again be saved in brand settings.
  • FIXED: Column sorting now persists properly across sessions.
  • FIXED: Coverage time audit report results will no longer include old or deleted employees.
  • FIXED: Knowledge base categories in the portal will now update properly when folders are added, deleted, or changed.
  • FIXED: Modal windows on the ticket page will no longer lose focus.
  • FIXED: Replying with a saved draft will now properly include previous message history from the reply.
  • FIXED: Some general interface issues were resolved involving styling and resizing.
  • FIXED: Some general right-to-left language display issues were resolved.
  • FIXED: Spell Check now works correctly in Internet Explorer.
  • FIXED: Surveys in other languages will no longer disappear when switching languages in the portal.
  • FIXED: The formatting of the Management Interface's login page has been changed to correct display issues with zooming on some Android devices.
  • FIXED: Ticket Handling report data has been corrected.
  • FIXED: Ticket lists on portal side now have more accurate search results.
  • FIXED: Ticket, Chat, and Call Log numbers can now be properly searched.
  • FIXED: TLS in SMTP is now permissive of self-signed certificates and multi-homed SMTP targets.

New in SmarterTrack 9.0.4807 (April 4th, 2013)

  • IMPORTANT: Consolidated the Service Oriented and Round Robin distribution methods which simplifies the ticket distribution process and also adds a layer of flexibility that previous versions of SmarterTrack lacked.
  • IMPORTANT: Major versions contain architecture changes that prevent downgrading to previous major versions. Prior to upgrades, have a full backup if you may intend to rollback to a previous major version.
  • ADDED: 17 spell-check dictionaries are now included with SmarterTrack by default.
  • ADDED: Agents can now filter department and group listings by brand, making it easier to organize replies, transfers and other customer communication.
  • ADDED: Agents can now spell check their live chats prior to sending them to an end user.
  • ADDED: Back end changes and improvements to support the latest generations of browsers.
  • ADDED: Canned replies are now inserted into a ticket or chat wherever the cursor is located.
  • ADDED: Chats can now be searched by email address.
  • ADDED: Cookies Notification added on all login areas to comply with EU Cookie Laws.
  • ADDED: Duration has been added to the Ticket grid so that agents and managers can see the total time a ticket has been worked on.
  • ADDED: Html editor is now tablet-friendly, allowing users to create KB articles, reply to tickets and more, using any tablet.
  • ADDED: Improved spell checking with better accuracy and support for grammar checking.
  • ADDED: Incoming or outgoing tickets created by agents can now be pinned to that agent, or another, when they are created.
  • ADDED: Interface colors and style sheets can be overridden from within the Web interface.
  • ADDED: Live chat links can now be created automatically for help desks using various host headers for different brands.
  • ADDED: Live chat process is now streamlined to better offer self-help options for issues prior to starting the chat.
  • ADDED: Phone number now carries over from login / user creation external provider.
  • ADDED: Portal ticket submission process is now streamlined to better offer self-help options for issues prior to submitting a ticket.
  • ADDED: Spell checking that ignores email addresses and URLs.
  • ADDED: Status messages and tip text now drops down from the top of the page and no longer disrupts the page flow.
  • ADDED: Suggested KB Articles now appear on their own page when starting a live chat making them more apparent and, therefore, easier to use.
  • ADDED: Suggested KB Articles now appear on their own page when starting a ticket from the portal, making them more apparent and, therefore, easier to use.
  • ADDED: The web interface now supports right to left languages to better accommodate countries with non-Western character sets.
  • ADDED: User level setting under the Web interface tab for Spell Check Dictionary, which means that customers working in languages other than English can now select a dictionary in their own language.
  • ADDED: VOIP: Agents can now designate accepted or dialed calls as Personal in order to prevent an automated call log from generating.
  • CHANGED: Adding or editing a user in a group now pops up a rad window instead of redirecting the page.
  • CHANGED: All default system emails have been rewritten to make them easier to understand.
  • CHANGED: Auto-generated API documentation now allows details to be hidden or shown.
  • CHANGED: Buttons that save or commit changes in modal windows have been moved to the right to be consistent with user interface standards.
  • CHANGED: Department / Group dropdowns are now sorted.
  • CHANGED: Fixed sizing of many dialog boxes and input fields to make them easier to use.
  • CHANGED: Language strings have been simplified so that they are easier to translate.
  • CHANGED: Live Chat distribution dropdown has been replaced with check boxes to simplify distribution methods.
  • CHANGED: New items created in the Management Interface will initialize starting values based upon which node is selected in the corresponding section's navigation tree.
  • CHANGED: Related item links are now bi-directional.
  • CHANGED: Relating an item will no longer close the related item or merge custom fields.
  • CHANGED: The help link now defaults to "help for this page".
  • CHANGED: The help popup has been moved to a drop down selection list in the top right of the interface to make it easier to navigate to the help documentation.
  • CHANGED: The interface now notifies users when their session times out.
  • CHANGED: The option to enable/disable KB suggestions are now Department settings availabe under both ticket and live chat settings.
  • CHANGED: Ticket and Chat numbers in summary report emails are now clickable links.
  • EFFICIENCY: Cookies Notification on all login areas to comply with EU Cookie Laws.
  • EFFICIENCY: Increased performance and reduced memory requirements for loading sections of the web interface.
  • EFFICIENCY: Performance of broken link checker greatly improved.
  • EFFICIENCY: Reduced SQL statment sizes in ticket views which will increase performance.
  • EFFICIENCY: Re-factored and completely re-wrote many areas of the web interface to reduce the amount of JavaScript code, CSS and HTML, making the entire web interface much faster, much more responsive and much lighter weight.
  • EFFICIENCY: The button bars were re-factored to be lighter weight controls.
  • EFFICIENCY: The context menus were re-factored to be lighter weight controls.
  • EFFICIENCY: The date pickers were re-factored to be lighter weight controls.
  • EFFICIENCY: The tree view controls were re-factored to be lighter weight controls.
  • EFFICIENCY: VOIP: Performance increased when adding new call log entries.
  • FIXED: Agent Chat will no longer show default actions in the action menu once the chat ends.
  • FIXED: An issue that could cause the ticket grid items to display a count even when there are no items to view.
  • FIXED: Brand dropdowns are now sorted correctly throughout the interface.
  • FIXED: Call logs will now be handled correctly when deleting a user.
  • FIXED: Categories for time log entries can now be selected from the mobile interface.
  • FIXED: Chat Channels grid now sorts correctly, showing the most recent items first.
  • FIXED: Chat Channels will now function properly when they have been used for some time.
  • FIXED: Custom fields are no longer getting properly filled out from the start ticket external provider.
  • FIXED: Default Visible Fields values for Chat Channels have been corrected.
  • FIXED: Deleting surveys and associated data now works as expected
  • FIXED: Drafts that contain nothing more than an agent's signature will no longer be saved.
  • FIXED: Entering a full ticket number into the search bar will now only return an exact match, if any.
  • FIXED: Follow-ups and Replies do not follow Max Tickets and attempt to go to the previously assigned Agent.
  • FIXED: Group dropdown list will no longer include incorrect departments for the selected brand.
  • FIXED: KB articles and News items now get detached from a brand properly when it is deleted.
  • FIXED: Outbound HTTP requests from server will no longer consume all HTTP connections.
  • FIXED: Queue will now properly show tickets created by agents as incoming tickets.
  • FIXED: Reports and Settings sections will now highlight the correct tree node when the section loads.
  • FIXED: Round Robin will now only count new ticket assignments and transfers from different agent (no follow up or reply).
  • FIXED: The Email Report modal has corrected styling and will no longer blink when changing from plain text to html compose modes.
  • FIXED: The scan in progress notification for KB and News section now shows and hides itself properly.
  • FIXED: The time pickers in business hours popup is now displayed properly.
  • FIXED: Transfer ticket window now loads the correct default brand.
  • FIXED: VOIP: Will no longer crash when the computer comes out of sleep mode.
  • FIXED: VOIP: Will no longer lose account information after the computer enters sleep mode.
  • FIXED: When custom fields are filled out by an external provider, a database exception is getting thrown and the ticket is not created.
  • REMOVED: Ability for agents to override skin has been removed.
  • REMOVED: Global setting for spell-check dictionary.
  • REMOVED: Javascript resources will now load from local directories instead of a CDN.
  • REMOVED: Plain text email settings have been removed, due to the full integration of the Html Editor.
  • REMOVED: The ability for agents to create custom footers and signatures. Instead, custom signatures with custom fields should be used by each Department as needed.

New in SmarterTrack 8.6.4786 (February 8th, 2013)

  • EFFICIENCY: VOIP: SmarterTrack Communicator performance enhanced by reducing number of necessary calls to SmarterTrack.
  • FIXED: Deleting feedback from Knowledge Base articles now functions properly.
  • FIXED: Event conditions for departments, groups, and agents will no longer show range and above/below options.
  • FIXED: History will now be added for ticket messages created through web services.
  • FIXED: Knowledge base articles which contain a feedback item that isn't associated to a user account will no longer cause an error in the management interface.
  • FIXED: The AddMessageToTicket web service now returns a proper error message if SMTP information is missing and option was sent to send email.
  • FIXED: The views column will no longer appear outside of the popular articles area in the portal.
  • FIXED: Tickets, Chats, and Call Logs can now be searched by their numbers without having to include dashes.
  • FIXED: Users who verify their email address and then change it will now be required to verify their new email address.

New in SmarterTrack 8.5.4703 (November 21st, 2012)

  • ADDED: An open-source module for integrating SmarterTrack with WHMCS is now available.
  • EFFICIENCY: Events based on ticket idle time will now use less CPU and memory.
  • EFFICIENCY: Increased the responsiveness of the management interface when switching between sections.
  • FIXED: A live chat invitation offered through a system level Who's On event will no longer reappear after a user has rejected it.
  • FIXED: An error will no longer occur when using MySQL and displaying views in the management interface.
  • FIXED: SmarterTrack Communicator: Call logs deleted because the call duration was less than the minimum time specified in SmarterTrack's VOIP settings will now show a message bar at the top of the call log informing the agent that the call log was deleted.
  • FIXED: SmarterTrack Communicator: Fixed an issue that could cause the Communicator to stop working after the computer wakes from being in sleep mode.
  • FIXED: SmarterTrack Communicator: The Communicator will now attempt to reconnect to the VOIP server if the connection is lost.
  • FIXED: The last item in grid views throughout the management interface will no longer randomly appear twice.

New in SmarterTrack 8.4.4695 (November 9th, 2012)

  • CHANGED: Both username and password fields must be completed before pressing enter to log into the management interface.
  • FIXED: Color schemes will now be properly applied to the portal and management interface.
  • FIXED: Configuring the Included Web Server to listen on All IP Addresses will now function correctly.
  • FIXED: Deleting all news items from the system will no longer cause an error to be shown in the management interface.
  • FIXED: Email addresses and phone numbers will now be clickable in the ticket communication view.
  • FIXED: Failed SMTP connections due to authentication will now be reattempted instead of deleted.
  • FIXED: Internet Explorer will no longer lock up while using the management interface for several hours.
  • FIXED: System event actions based on ticket messages will now use custom fields correctly.
  • FIXED: The date and time on ticket communication in the portal will now be correctly based on the user's selected time zone.
  • FIXED: The spool will now sort correctly when there are more than 75 items.

New in SmarterTrack 8.4.4682 (October 29th, 2012)

  • ADDED: Ticket setting to prevent more than 3 duplicate emails in 30 minutes from the same email address.
  • ADDED: When a manual event occurs a new historical event entry will now be recorded in a ticket, chat, call log, and task's history tab.
  • CHANGED: Attachment views in the ticket, live chat, and call log sections will now be sorted by the date they were created in descending order.
  • CHANGED: The agent's user name will now be used for the #agent# variable in knowledge base article type event actions.
  • EFFICIENCY: CPU will now remain at normal levels if an SMTP server is available for connections but cannot receive data over SSL or TLS.
  • EFFICIENCY: The management interface will now function significantly faster in Internet Explorer.
  • FIXED: A message separator in an agent's signature will no longer break the ticket communication view.
  • FIXED: Clicking on by agent tree view items will now only show items that are On Hold, In Progress, or In Review.
  • FIXED: Installer now functions properly on Windows Server 2012 and Windows 8.
  • FIXED: Internet Explorer will no longer require using compatibility mode when accessing SmarterTrack.
  • FIXED: Knowledge base article comments can now be deleted properly.
  • FIXED: Live chats can now be viewed properly in the mobile interface.
  • FIXED: More than one chat will now appear in the inactive instant message grid view.
  • FIXED: Saving a draft ticket message will no longer potentially fire ticket message sent events.
  • FIXED: Scrolling arrows will now appear properly on canned reply folders.
  • FIXED: SmarterTrack Communicator: The application will no longer crash from time to time after completing a call.
  • FIXED: Status images will now appear correctly in the ticket and live chat grid view in IE 7 and IE 8.
  • FIXED: Survey questions can now be edited when SmarterTrack is using a State Server or SQL Server for Session State data.
  • FIXED: The edit menu for ticket communication items will no longer appear underneath other buttons when using Chrome.
  • FIXED: The GetTasksByUser web service method in svcTasks.asmx now functions as expected.
  • FIXED: The number of tickets and chats shown in the mobile interface is now accurate.
  • FIXED: Tickets are now sorted correctly when changing between pages on the portal.
  • FIXED: Using single or double quotations in a follow-up or transfer comment will no longer cause the item to fail to save.

New in SmarterTrack 8.3.4653 (October 1st, 2012)

  • ADDED: SmarterTrack Communicator: A splash screen will now be displayed to show progress when launching the Communicator or adding accounts.
  • ADDED: SmarterTrack Communicator: The Communicator will now connect to servers that require SSL connections.
  • EFFICIENCY: Reduced the amount of cookie data necessary to load the management interface.
  • EFFICIENCY: The management interface will now load faster when there are a lot of departments, groups, and brands configured.
  • FIXED: Advanced searches that contain special characters will no longer occasionally reset the grid's content.
  • FIXED: Agent tree nodes have been corrected to only load items relative to the parent tree node the agent node is nested under.
  • FIXED: An error message will now be shown if you try to send a ticket message while an attachment is uploading.
  • FIXED: Associated signatures will now be automatically deleted when a brand, department, or group is deleted.
  • FIXED: Attachments can no longer get sent with other ticket messages if the attachment was saved as a draft or the upload did not complete properly.
  • FIXED: Call logs can now be transferred properly when deleting departments and groups.
  • FIXED: Custom reports now show the correct time frame in the management interface.
  • FIXED: Custom user email footers are now usable when a global signature has not been defined.
  • FIXED: If live chat hand-off settings are configured and cherry picking is set as the distribution method agents will no longer be randomly marked as unavailable.
  • FIXED: Managers can now view survey answers as expected.
  • FIXED: POP importing will no longer prevent multiple messages from the same address from submitting tickets.
  • FIXED: Related tickets can now be detached properly from live chats
  • FIXED: SmarterTrack Communicator: An error will no longer randomly occur when adding additional accounts to the Communicator.
  • FIXED: SmarterTrack Communicator: Removing an account that is currently selected will no longer cause the Communicator to stop working.
  • FIXED: SmarterTrack Communicator: The call selection window opened by clicking on a phone number inside of SmarterTrack's management interface now loads correctly.
  • FIXED: SmarterTrack Communicator: The Communicator will no longer fail to load if a user's hard drive is too full.
  • FIXED: SmarterTrack Communicator: The Communicator will no longer stop working if all accounts are removed and the program is restarted.
  • FIXED: SmarterTrack Communicator: The incoming ringer sound now functions as expected and will no longer randomly cut out.
  • FIXED: Special characters will now be encoded properly when used in the To, CC, and BCC fields of ticket messages.
  • FIXED: The call confirmation window in the management interface no longer shows buttons on two lines.
  • FIXED: The live chat link settings page now generates the correct deferred chat scripts.
  • FIXED: The mobile interface will now encode ticket messages correctly.
  • FIXED: The send response to ticket event action will now properly utilize the Use Signature setting.
  • FIXED: The share button in the portal's knowledge base will no longer appear if no social networks have been configured.
  • FIXED: The Views column in the News section will now correctly show the number of times that news item has been viewed.
  • FIXED: There is now more spacing between paragraphs in the communication view of tickets.
  • FIXED: Tickets will no longer be automatically assigned to agents when cherry picking is the selected distribution method and an agent's receiving status is changed.
  • FIXED: Time zone information has been updated for daylight savings time

New in SmarterTrack 8.2.4632 (October 1st, 2012)

  • ADDED: Add menu on tickets now contains an option for Resolution.
  • CHANGED: Additional extensions will now be allowed for agent and user file uploads by default.
  • CHANGED: Additional root level headings in the tickets, chats, and call logs tree view are now clickable
  • CHANGED: Chat idle events will now run for chats currently in the queue.
  • CHANGED: Column prefix text has been removed from the Insert Canned Reply popup.
  • CHANGED: Counts are now showed next to department, group, and user level headings in the tree view of tickets, chats, and call logs
  • CHANGED: Deleted tickets, chats, call logs, and tasks can now be searched for from the advanced search page and undeleted.
  • CHANGED: Department selection text now supports HTML.
  • CHANGED: SmarterTrack Communicator: The file names for recorded phone conversations will now include the call log number.
  • CHANGED: SmarterTrack Communicator: The time for call logs is now displayed in local time rather than UTC.
  • CHANGED: When selecting the start date in a task, the due date will now be adjusted to an hour after the time selected for the start date.
  • EFFICIENCY: All sections will no longer be preloaded on initial load, resulting in a faster loading time.
  • EFFICIENCY: Significantly improved CPU usage and performance of web interface when many brands and/or departments existed in a SmarterTrack installation.
  • EFFICIENCY: SmarterTrack Communicator: Call recordings will now upload as a single audio file with the periods a customer is on hold edited out.
  • EFFICIENCY: SmarterTrack Communicator: Recorded call audio files will now upload faster on most systems.
  • EFFICIENCY: SmarterTrack Communicator: The client now uses less CPU and memory.
  • FIXED: A ticket's HTML view will now strip all potentially dangerous scripts.
  • FIXED: After scrolling, dropdown menus in the portal will now appear correctly.
  • FIXED: Agent status window will now function properly if you have a user in the same VOIP account group more than once.
  • FIXED: An issue, affecting some installs of Internet Explorer, that would cause live chats to be disconnected immediately upon creation has been fixed.
  • FIXED: Clicking "All Visitors" in Who's On now clears your previously selected filter.
  • FIXED: Closing a ticket that has a followup now removes the followup.
  • FIXED: Closing the window of an active live chat now prompts to ensure that the agent wants to close it.
  • FIXED: Custom fields can now be edited from the Compose tab of call logs as expected.
  • FIXED: Custom fields of the data type Date, DateTime, and Time, now show the correct value after editing one from the custom fields widget.
  • FIXED: Custom fields with the datatype of date, datetime, or time, now fill the current date and time when loading.
  • FIXED: Doing an advanced search for ticket, chat, or call log number no longer requires the dashes in the number.
  • FIXED: Group and Department Dashboards, as well as the Active Groups popup, are now ordered by Department then Group
  • FIXED: HTML line breaks are now properly preserved in emails.
  • FIXED: International characters in a subject of an email will no longer cause encoding errors on ticket forwarding.
  • FIXED: Links that do not contain a root or base url that start with "/" now will be checked via the broken link scanner with the base url appended to the beginning.
  • FIXED: New tickets can no longer be created through POP when users are configured without the Registered User role and the account does not accept new tickets.
  • FIXED: Queue and global ticket and chat counts in the tree view are now accurate.
  • FIXED: Replying to a ticket will no longer include the department's email address.
  • FIXED: Show HTML option when viewing a ticket now functions as expected.
  • FIXED: Signatures with horizontal rules will no longer break the tickets view.
  • FIXED: SmarterTrack Communicator will now start and stop recording properly.
  • FIXED: SmarterTrack Communicator: An issue causing the Communicator to not record the entire call conversation has been fixed.
  • FIXED: SmarterTrack Communicator: An issue that could cause multiple call recordings to be attached to a call log that they were not associated to has been fixed.
  • FIXED: SmarterTrack Communicator: An issue that could cause the hold button to stop functioning has been fixed.
  • FIXED: SmarterTrack Communicator: If a call ends while on hold the hold button will now properly reset itself.
  • FIXED: SmarterTrack Communicator: The line selection drop down list will no longer blink or reset the selected item while opened.
  • FIXED: The all visitors tree option in Who's On now shows visitors based on the brand selected
  • FIXED: The attach files button now functions as expected when replying to a ticket.
  • FIXED: The body of the ticket is now passed to the ticket external provider.
  • FIXED: The call overview report now displays data correctly when grouped by a custom field value
  • FIXED: The dropdown list for group selection in VOIP settings will now only display the groups the selected agent belongs to.
  • FIXED: The file manager for kb articles correctly uploads files.
  • FIXED: The management interface's forgot password link will now send an email with the password variable properly filled out.
  • FIXED: The ModifyCallLog web service call will no longer change the call log number of the call log being modified.
  • FIXED: The sidebar link for News in the Portal will now be hidden when the display news items setting is disabled.
  • FIXED: There is no longer a javascript error occuring when an attachment upload fails.
  • FIXED: Tree node counts are now updated on time and correctly.
  • FIXED: When adding a ticket to a new call log, the signature for the ticket is now filled out correctly on load.
  • FIXED: When creating new tickets, custom field values in the custom field widget will no longer have incorrect default values.
  • FIXED: When following a link to view a ticket on the portal and you are not logged in you will get an appropriate error message as well as be redirected to the ticket upon login.
  • FIXED: While editing a KB folder, the drop down list of parent folders is now ordered in alphabetical order.
  • REMOVED: The ability to view previously attached files and add new files when composing a new ticket message.

New in SmarterTrack 8.1.4597 (October 1st, 2012)

  • ADDED: Custom fields can now be edited on the compose tab of call logs.
  • ADDED: SmarterTicket can now be updated to the latest version of SmarterTrack using the SmarterTrack Converter.
  • ADDED: The ability to clone a department.
  • ADDED: The ability to clone an employee account.
  • ADDED: The content of a ticket message is now passed with the ticket external provider
  • ADDED: Web service calls for KB articles now returns the article's language.
  • CHANGED: Unnecessary buttons and menu options on the ticket compose window have been removed for simplicity.
  • EFFICIENCY: Error messages relating to file attachments now match their respective errors more effectively.
  • FIXED: Adding a related ticket to a new call log now functions as expected.
  • FIXED: Adding a ticket from a call log now correctly loads the custom field template for the ticket.
  • FIXED: Adding a ticket from a live chat now correctly loads the custom field template for the ticket.
  • FIXED: An error will no longer occur when saving a role when SmarterTrack is using a MySQL database.
  • FIXED: An issue preventing custom fields to correctly restrain to minimum and maximum width values has been fixed.
  • FIXED: An issue that prevented some events from firing has been fixed.
  • FIXED: Attachments now follow extension rules specified in general settings as well as provide a more accurate error message on failure.
  • FIXED: Creating a new call log will now refresh the grid as expected.
  • FIXED: Departments and groups that don't have live chat enabled will no longer appear in the live chat tree view.
  • FIXED: Fixed an issue where grids in the KB Article window would lose data when linking a translation article.
  • FIXED: Host headers for brands are no longer case sensitive.
  • FIXED: Improved the validation of email addresses when saving a user
  • FIXED: Inserting images into a knowledge base article now functions as expected.
  • FIXED: Manual event actions are no longer available when creating new tickets, call logs, tasks, or knowledge base articles.
  • FIXED: News item content is now encoded properly for special characters.
  • FIXED: Saving a custom field on a ticket that was created from a chat or call log will no longer revert the custom field template to the department that is selected on the chat or call log if a different department had been selected on the ticket.
  • FIXED: Selecting send and transfer when sending a reply to a ticket now functions as expected when auto-assign is selected for the agent.
  • FIXED: Sending a canned reply through a system event now properly displays the sent message in the associated ticket's communication section.
  • FIXED: Systems events that fire when a task is due now function as expected.
  • FIXED: Testing SMTP settings while navigating through the setup wizard now functions as expected.
  • FIXED: The assistance menu is now visible when using professional edition.
  • FIXED: The language menu will now appear correctly when viewing the portal in a right-to-left language.
  • FIXED: Upgrading SmarterTrack while using MySQL version 5.5.25a will now function as expected.
  • FIXED: When adding a ticket to a call log or chat, the group and agent selections will now match the item you are adding the ticket to.

New in SmarterTrack 8.0.4576 (October 1st, 2012)

  • ADDED: A Group column has been added to the VOIP Accounts settings page.
  • ADDED: The Queue is now available in the user dashboard.
  • CHANGED: Disabling POP for a department will now completely remove all POP settings.
  • FIXED: A user's display name, email address and username will no longer include trailing or leading white space when being saved.
  • FIXED: Administrators can now delete a Department if its the only department in the system.
  • FIXED: Agents can now immediately create, then close, a ticket when the 'require resolution before closing' option is checked and a resolution is provided and saved.
  • FIXED: All appropriate Departments and Groups will now be shown in drop down menus throughout the management interface.
  • FIXED: An "expired" error message will no longer appear for attachments that have just been uploaded.
  • FIXED: Clicking department tree view items in the ticket section will no longer occasionally load other sections.
  • FIXED: Confirmation modal windows will now close when deleting multiple items in the content pane.
  • FIXED: Custom fields shown on the compose tab can now be set properly when creating a new ticket.
  • FIXED: Custom links for the portal can now be saved as expected.
  • FIXED: Logging out when there are no groups to transfer active tickets to will no longer show an error message.
  • FIXED: Removing an Agent from a Group now functions as expected.
  • FIXED: Switching sections when you're not an agent now functions as expected.
  • FIXED: The AddTicketFromCustomer web service now uses the agent ID to assign the ticket to the proper agent.
  • FIXED: The Agent role can now be removed from the last agent in the system.
  • FIXED: The contents of the ticket compose window will now appear correctly in all browsers.
  • FIXED: The correct tree view node will now be selected when switching between sections of the management interface.
  • FIXED: The dashboards can now be opened properly when using Internet Explorer.
  • FIXED: The initial width and height of the dashboards in the management interface have been resized to accommodate smaller resolutions.
  • FIXED: The last item in the grid view will no longer be cut off if there is a horizontal scroll bar
  • FIXED: The live chat window will now re-size appropriately after the chat has ended.
  • FIXED: The Users Setting page is now accessible in all installations using MySQL.
  • FIXED: The Who's On thread will no longer appear as an available thread on the Optimization settings page if Who's On is disabled.
  • FIXED: Transferring a ticket and selecting Pin Ticket will now properly pin the ticket to the selected agent.

New in SmarterTrack 8.0.4563 (October 1st, 2012)

  • IMPORTANT: Managers now only have access to tickets, live chats and call logs for the departments of which they are a member.
  • IMPORTANT: Search definitions can no longer be configured. External providers should be used instead.
  • IMPORTANT: Who's On is now disabled by default. This functionality can be re-enabled by an administrator via the Who's On settings page.
  • ADDED: A column for date in the news content pane.
  • ADDED: A link has been added to the mobile interface for easily navigating back to the management interface.
  • ADDED: A new brand selector that allows agents to easily view work items for the desired brand.
  • ADDED: A new column is available in the ticket workload and summary reports for number of tickets closed by customers
  • ADDED: A new column to the ticket status report to show the total amount of tickets closed by customers.
  • ADDED: A new event condition for the day of week.
  • ADDED: A new event for when tickets are closed by end users.
  • ADDED: A new user and department dashboard has been added and is accessible next to the global availability menu.
  • ADDED: A system-level event action for calling a web page.
  • ADDED: A task scheduler that automatically creates tasks at a future date.
  • ADDED: A warning message can be configured to display to the last agent to log out of live chats or go unavailable.
  • ADDED: Administrators can now manage employee events.
  • ADDED: Agents can change a customer's email address from within a ticket.
  • ADDED: Agents can now add internal comments on knowledge base articles.
  • ADDED: Agents can now add internal comments on the user details page.
  • ADDED: Agents can now preview a canned reply before inserting it into a ticket or live chat.
  • ADDED: Agents can perform an advanced search for the customer's username.
  • ADDED: An option to disable the system from automatically marking knowledge base articles as stale.
  • ADDED: An option to hide the recent news box on the portal.
  • ADDED: An option to restrict the data on response time reports for tickets based on business hours.
  • ADDED: An optional column for the date the task was completed in the tasks content pane.
  • ADDED: An optional column for the date the task was completed in the tasks content pane.
  • ADDED: Knowledge base articles and news items can now be scanned for broken hyperlinks.
  • ADDED: Knowledge base articles display which articles visitors viewed prior to the current article.
  • ADDED: Master categories can be configured and assigned to tasks for organizational purposes.
  • ADDED: Priority is now an available visible field in the tasks content pane.
  • ADDED: SmarterTrack Communicator, a SIP-compliant VoIP softphone.
  • ADDED: SMTP and POP connections throughout the system support TLS.
  • ADDED: System administrators can now disable an end user's ability to close tickets from the portal
  • ADDED: System administrators can test settings for external providers.
  • ADDED: System administrators can test SMTP settings when completing the database wizard.
  • ADDED: The ability to add custom fields as columns in the ticket, live chat, and call log sections of the management interface.
  • ADDED: The ability to assign knowledge base articles to agents.
  • ADDED: The ability to attach files to call logs.
  • ADDED: The ability to change column widths. As a result all columns will be reset to their initial view on upgrade.
  • ADDED: The ability to change the subject of a ticket without having to reply first.
  • ADDED: The ability to configure phone numbers for users.
  • ADDED: The ability to create manual events with specific criteria and actions that can be executed by an agent on a ticket, live chat, call log, task or knowledge base article.
  • ADDED: The ability to display agent avatars on tickets.
  • ADDED: The ability to display RSS feeds in the portal.
  • ADDED: The ability to edit custom fields in the Communication tab of tickets and live chats.
  • ADDED: The ability to exclude departments from the live chat submission form in the portal.
  • ADDED: The ability to leave emails on the mail server when importing new tickets via POP.
  • ADDED: The ability to override CSS styles and customize the portal or management interface without making changes to configuration files or changing skins.
  • ADDED: The ability to re-send a ticket reply to a customer quickly.
  • ADDED: The ability to restrict users from changing their phone number.
  • ADDED: The ability to sort items listed in the content pane by clicking on the column heading.
  • ADDED: The ability to use your agent's signature when using the event system to send replies to customers.
  • ADDED: The ability to view user details by clicking an email address.
  • ADDED: The Active Groups popup now has the ability to see whether an agent is available in the SmarterTrack Communicator.
  • ADDED: The custom fields control now appears on the Compose tab when writing a new ticket message.
  • ADDED: The option to disable end users from changing their phone number via the portal.
  • ADDED: The Survey Results grid now has a column showing which item the survey is related to.
  • ADDED: Ticket messages can now be saved as draft.
  • ADDED: To improve usability, some tabs in the management interface indicate the number of items.
  • ADDED: User comments that are displayed across tickets, live chats and call logs to help agents better assist customers.
  • ADDED: User information retrieved from an external provider is now displayed in live chats.
  • ADDED: Web services documentation is now available to system administrators from the settings section of the management interface.
  • ADDED: You can now quickly cycle between Communication items in a ticket by using arrow buttons next to the Actions menu.
  • CHANGED: A cancel button is now available for knowledge base article feedback in the portal.
  • CHANGED: Agent status and AFK have been moved to the Availability menu at the top of the management interface. In addition, AFK has been renamed as "available" or "unavailable."
  • CHANGED: Agents can now view auto-suggested knowledge base articles and resolutions from the Assistance menu of tickets, live chats and call logs. Agents can request help from other agents from the Assistance menu of tickets, live chats and call logs.
  • CHANGED: All deletions performed in the management interface now ask for confirmation first.
  • CHANGED: All icons have been removed from all tree menus.
  • CHANGED: All pre-existing draft messages must now be sent or removed before a ticket can be transferred to another agent.
  • CHANGED: Attachments to tickets can now be added via a button on the toolbar.
  • CHANGED: Comments may now only be edited by the agent who created the comment and may only be deleted by the creator, a manager or system administrator.
  • CHANGED: Comments now refer to internal comments made by agents on tickets, live chats, call logs, knowledge base article and user accounts. The ability to make a public post on a knowledge base article is now called feedback.
  • CHANGED: Comments, attachments and time logs now have separate tabs within a ticket or live chat.
  • CHANGED: Creating a new task now defaults to today's date.
  • CHANGED: Draft messages will now be used by default when loading a new reply to an existing ticket.
  • CHANGED: Follow Up is no longer an available tree view option in the ticket section.
  • CHANGED: Google Analytics tracking on the portal now records traffic to the live chat submission page.
  • CHANGED: Grid views throughout the management interface no longer have a Refresh button as the grids now update automatically.
  • CHANGED: Headers in the management interface now include more information about the item the agent is viewing.
  • CHANGED: It is now easier to reply or close tickets from the portal.
  • CHANGED: Items within grid views throughout the management interface will no longer be bold if the item is unread.
  • CHANGED: Minimum and maximum widths have been set for each configurable column in the management interface.
  • CHANGED: Misc. interface items have been changed for consistency.
  • CHANGED: Miscellaneous interface changes for efficiency and consistency.
  • CHANGED: Modal windows throughout the management interface have been redesigned.
  • CHANGED: New tickets can now be sent with a follow up.
  • CHANGED: Performed miscellaneous changes to the knowledge base section to improve usability.
  • CHANGED: Platform definitions have been updated to support many new devices, such as the iPad, iPhone and Android. They also detect existing platforms better and provide more information, such as specific models of BlackBerry devices. Browser detection is also more complete.
  • CHANGED: Redesigned the Communication tab of tickets to improve usability.
  • CHANGED: Removing the agent role from a user now transfers the agents tasks to another agent.
  • CHANGED: Status columns throughout the management interface are now represented via icons in this order: Status, Follow-up, Priority and Pin.
  • CHANGED: Survey results can no longer be deleted.
  • CHANGED: Taking a ticket now opens the ticket in a new window.
  • CHANGED: The availability menu at the top right hand corner of the management interface now changes colors to represent your current status.
  • CHANGED: The by agent tree node in the ticket and live chat sections now only displays agents that can be managed by the current user.
  • CHANGED: The chat welcome message is now configurable at the department level.
  • CHANGED: The default encryption method setting for SMTP and POP accounts has been changed to "none."
  • CHANGED: The Details tab in tickets, live chats and call log sections has been renamed to History.
  • CHANGED: The favorite report functionality has been removed in favor of custom reports. Existing favorite reports will be automatically converted to Custom Reports.
  • CHANGED: The history tab of tickets, chats and call logs no longer show a description of the item you are viewing.
  • CHANGED: The management interface has been overhauled for usability and efficiency.
  • CHANGED: The preview pane for tasks now functions more like other sections.
  • CHANGED: The preview pane is now located at the bottom of the management interface.
  • CHANGED: The Push Page feature for chat is now enabled by default.
  • CHANGED: The Queue is now the first option in the tree view of ticket and live chat sections.
  • CHANGED: The Send File feature for chat is now enabled by default.
  • CHANGED: The task system has been redesigned to increase functionality and improve usability.
  • CHANGED: The user details page now shows call logs that pertain to the user's phone number and / or email address.
  • CHANGED: Time log categories have been incorporated into master categories.
  • CHANGED: To improve efficiency, the default sort on various grid views were changed.
  • CHANGED: Today's date will now be selected by default when scheduling a follow up for a ticket.
  • CHANGED: Tree views in various sections have been rearranged for ease of use.
  • CHANGED: When the management interface loads all sections will now be immediately available.
  • CHANGED: When you add more agents than your license allows an error message will now be shown on the user settings page indicating your license limit.
  • EFFICIENCY: Certain scripts load from a CDN. This behavior can now be changed from the web.config file.
  • EFFICIENCY: Grid views throughout the interface now interact with the database less often and load faster.
  • EFFICIENCY: Optimized queries related to auto locking to reduce processes on larger environments.
  • EFFICIENCY: Overall javascript size has been reduced and minified for faster page loading.
  • EFFICIENCY: Performed miscellaneous changes to improve overall CPU and memory utilization.
  • EFFICIENCY: Reduced database requirements for storing and calculating statistics.
  • EFFICIENCY: Reduced the number of database queries necessary for processing statistics for reports and counts in the tree view.
  • EFFICIENCY: Resources on pages throughout the management interface have been optimized for quicker loading time and efficiency.
  • FIXED: An agent's signature and custom field values will now load correctly when adding a ticket from a chat or call log.
  • FIXED: An error message now displays when an invalid date range is entered for reports.
  • FIXED: Clicking cancel at the end of the submit ticket process will no longer occasionally show an internal department error.
  • FIXED: Disabling ratings will now remove the ratings column from the knowledge base area of the portal.
  • FIXED: Foreign characters in knowledge base article URLs now display correctly.
  • FIXED: Grid views on the user details popup can now be sorted by clicking on the column's title.
  • FIXED: Grids indicate which column data is being sorted by upon initial load of the section.
  • FIXED: Horizontal position in a grid is now remembered when the grid view is updated.
  • FIXED: If SmarterTrack's system settings file cannot be found and a custom app data path has been provided an error message will now be shown as expected.
  • FIXED: Knowledge base articles can now be searched for the word IP.
  • FIXED: Live chat link scripts no longer cause pages to run slowly when the SmarterTrack server is unavailable.
  • FIXED: Reports now display the correct edition and version when emailed.
  • FIXED: Signatures and custom fields will now be loaded correctly when attaching a ticket to a chat or call log.
  • FIXED: Sort order and field are now remembered between different pages of the management interface.
  • FIXED: Starting a ticket from a chat will now auto populate relevant data from the chat into the ticket.
  • FIXED: The CAPTCHA text when submitting a ticket will now change if there is an error during submission.
  • FIXED: The end user's chat window will no longer scroll down automatically when the agent is not typing.
  • FIXED: The management interface now functions better in Internet Explorer 7.
  • FIXED: The max results option in advanced search now functions as expected.
  • FIXED: The portal is now able to function within an iframe.
  • FIXED: The send and transfer option for tickets now sends the ticket before transferring it to the designated agent.
  • FIXED: The subject in tasks is now encoded properly.
  • FIXED: Tree view item selections are now remembered when navigating between sections in the management interface.
  • FIXED: When a database upgrade task fails, the upgrade process no longer continues.
  • FIXED: When accessing SmarterTrack via HTTPS certain resources are now loaded as expected.
  • REMOVED: Active Chat Groups has been removed from the tree view in the live chat section.
  • REMOVED: Active Ticket Groups has been removed from the tree view in the ticket section.
  • REMOVED: Deleted items and spam can no longer be viewed in any section in the management interface. Automated cleaner processes will remove older deleted tickets.
  • REMOVED: Organizational custom fields are no longer available in Brand, Department, and Group settings pages.
  • REMOVED: The default invitation message has been removed from the user settings page.
  • REMOVED: The option to disable ticket and live chat viewing for employees that are not members of a specific department has been removed. Users may no longer view items for departments they are not a member of.
  • REMOVED: The review/stale functionality has been removed from canned replies.
  • REMOVED: The time on page label shown in the footer of tickets, chats, and call logs no longer appears.
  • SECURITY: Accessing a ticket through a link now requires you to be logged in or to input the email address of the ticket owner.
  • SECURITY: The ability to configure password requirements for agent and administrator logins to the management interface.
  • SECURITY: The ability to detect and stop brute force login attempts to the management interface and portal.

New in SmarterTrack 4.9.3744 (April 10th, 2010)

  • CHANGED: The text box for editing or creating a plain text auto-responder is now bigger to improve usability.
  • FIXED: Agents can now change their ticket and Live Chat status for a group simultaneously.
  • FIXED: Auto-responders for tickets submitted via the default brand now display a link to view the ticket online.
  • FIXED: Auto-responders for tickets submitted via the default brand now display valid links to view suggested Knowledge Base articles.
  • FIXED: Custom fields now display in the correct order when portal visitors submit tickets or Live Chats.

New in SmarterTrack 4.8.3705 (February 23rd, 2010)

  • FIXED: Agents and administrators can now perform advanced searches for canned replies by pressing the Enter key from any field on the search page.
  • FIXED: Agents and administrators can now perform advanced searches for Knowledge Base articles by pressing the Enter key from any field on the search page.
  • FIXED: Agents and administrators can now perform advanced searches for news items by pressing the Enter key from any field on the search page.
  • FIXED: The Knowledge Base now functions as expected when performing an advanced search or viewing items by status from the tree view.
  • FIXED: The users settings page will now load as expected.

New in SmarterTrack 4.8.3701 (February 19th, 2010)

  • CHANGED: Results in a Ticket's Resolutions tab are now truncated to the first 256 characters per item.
  • CHANGED: The correct icon now displays in the tree view when viewing survey results by agents.
  • FIXED: Canned replies now insert into Tickets and Live Chats as expected in the Firefox and Internet Explorer browsers.
  • FIXED: Closing a popup window in the Safari and Chrome browsers now functions as expected.
  • FIXED: Live Chats now end automatically when the browser is closed.
  • FIXED: SmarterTrack's default Web server can now be installed on Windows 7 environments.
  • FIXED: The advanced search feature now functions as expected when specifying multiple custom field parameters to search for Live Chats.
  • FIXED: The advanced search feature now functions as expected when specifying multiple custom field parameters to search for Tickets.
  • FIXED: The correct department selection text now displays on the Ticket submission page in the portal.
  • FIXED: The hyperlink manager now functions as expected.
  • FIXED: The KB tab for Tickets and Live Chats now displays more relevant results.
  • FIXED: The Knowledge Base now functions as expected when the SQL server is set up in Turkish.

New in SmarterTrack 4.7.3674 (February 19th, 2010)

  • FIXED: Live Chats now function as expected with all types of session state servers.

New in SmarterTrack 4.7.3673 (January 22nd, 2010)

  • ADDED: Primary administrators can now be assigned the agent role.
  • FIXED: Agents and administators can now use the keyboard to select and open items in grids when using the Chrome or Safari browsers.
  • FIXED: Custom fields now display as expected when submitting a Ticket via the Portal.
  • FIXED: Custom fields with drop-down menus can no longer have two options with the same value.
  • FIXED: SmarterTrack now checks brands for empty host headers that would prevent the brand from working properly.
  • FIXED: SmarterTrack now checks each brand's host header value for "http://" and removes this prefix.

New in SmarterTrack 4.7.3666 (January 15th, 2010)

  • FIXED: Agents can only specify their status for Live Chat groups in which they belong
  • FIXED: Email reports will now send as expected.
  • FIXED: The login page no longer displays automatically after setting up the database.
  • FIXED: Ticket and Live Chat submission now function as expected when a state server is used for session objects.
  • FIXED: WhosOn now functions as expected when a state server is used for session objects.

New in SmarterTrack 4.7.3636 (December 19th, 2009)

  • EFFICIENCY: Redundant queries no longer occur when logged in as the primary administrator.
  • EFFICIENCY: Roles and permissions now require less database interaction.
  • FIXED: Agents can now modify their own custom email footer.
  • FIXED: Canned replies assigned to Everyone can now be edited by agents.
  • FIXED: Regenerating a summary report now groups data as expected.