SmarterTools

SmarterTrack

4.5 / 5 2 reviews


Average Ratings

2 Reviews
  • 4.5 / 5
    Overall
  • 4.5 / 5
    Ease of Use
  • 4 / 5
    Customer Service

Product Details

  • Starting Price
    $199.00/one-time
  • Free Version
    Yes
  • Deployment
    Cloud, SaaS, Web
    Installed - Windows
  • Training
    Documentation
    Webinars
    Live Online
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • SmarterTools
  • www.smartertools.com

About SmarterTrack

SmarterTrack is the only help desk software you'll ever need, allowing you to better utilize employees while lowering the total cost of overall customer support! Deliver unparalleled customer service by offering multiple communication channels: email ticketing, live chat and VoIP integration, and self-service resources like a knowledge base and customer support community. Manage communications at distributed locations around the world from a Web browser using a desktop, tablet or mobile device.


SmarterTrack Features

  • Alerts / Escalation
  • Automated Routing
  • Customizable Branding
  • Document Storage
  • Email integration
  • Interaction Tracking
  • IT Asset Management
  • Knowledge Base Management
  • Multi-Channel Communication
  • Network Monitoring
  • Real-time Chat
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Ticket/Issue Tracking

SmarterTrack Reviews Recently Reviewed!


SmarterTrack is a good cost effective tool for handling support tickets coming from outside your org

Mar 13, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: SmarterTrack is a good cost effective tool for handling support tickets coming from outside your org. I like the way tickets can be assigned to people or teams and the ease of use (canned replies, etc.). It also has good reporting and data if utilized.

Cons: It is fairly rigid and things like tags or task types are more difficult to use. It doesn't connect with outside email so notifications are limited. While tickets can be transferred to different people or teams, there isn't a good way to keep visibility into those items.

Excellent Support Ticket Tool!!!

Jul 31, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Extremely
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Pros: Great Support Ticket tool, with knowledge base, chat, user/agent support, queue, reminders, auto-responses, you name it. Very reasonably priced, have used this for many years.

Cons: I used to have some difficulty with configuring auto-response emails, but there have been a ton of improvements - SmarterTools has done a great job!