SmarterTrack Changelog

What's new in SmarterTrack 14.1.8853

Apr 24, 2024

Added: Support for international domains across various areas, include POP and SMTP.
Fixed: Attempting to open a live chat from the User Details window results in an "Oops!" page.

New in SmarterTrack 14.1.8572 (Jun 22, 2023)

New in SmarterTrack 14.1.8545 (Jun 6, 2023)

New in SmarterTrack 14.1.8524 (May 5, 2023)

New in SmarterTrack 14.1.8453 (Feb 24, 2023)

Added: Added an option for managers to "Hand-off Active Tickets" on an agent's behalf in the Active Agents area.
Changed: In Active Agents > By Agent, "Agent is Available" moved to the Active Agents area so it can be used on multiple agents.
Changed: The Insert Canned Reply modal folder/language buttons styling to make it better match other buttons and to be more apparent that they are buttons.
Changed: The last active agent for live chat warning now shows in more areas.
Changed: When a follow up ticket becomes active because the follow up is due, redistribute the ticket according to the group's distribution rules.
Efficiency: Reduced the time it takes for SmarterTrack to recognize an active live chat is ongoing when a new browser window is used to navigate to the same site/portal.
Fixed: "Another Agent is Viewing" functionality shows as blank in some cases.
Fixed: A styling issue with the error messages shown to users in relation to live chat upload errors.
Fixed: Advanced Search>Custom Fields now uses a strict search criteria when searching for drop-down field type.
Fixed: An alignment issue with the Post Reply button in Community button list.
Fixed: An issue that could cause some deleted KB articles to error when pop-out window opens post-restart of IIS.
Fixed: An issue that could cause the ticket attachments list in the filename area to visually duplicate when checking or unchecking "Incoming Ticket" in the compose window of a new ticket.
Fixed: An issue that displayed some fields as editable when there were not when viewing a user in Users/Organizations or on their User Details page.
Fixed: An issue where selecting a person in Who's On jumped the screen around.
Fixed: An issue where the default Brand data is used when you have multiple BRANDS set up and use the Brand Name [%COMPANY%] or Post URL [%PORTALURL%] variables in email templates.
Fixed: Canned Replies no longer have some images break due to improper link format.
Fixed: Chat Advanced Search list no longer keeps chats in the list when they no longer meet the search criteria.
Fixed: Community posts now align properly on mobile browsers.
Fixed: Consistency issue for the Back and primary/action buttons when using the live chat link on the portal.
Fixed: Editor icons and Call Log date picker are now aligned properly.
Fixed: Files attached to Canned Replies no longer fail to download due to missing hostname.
Fixed: In the Audits Reports - Coverage Time report, the Tickets Coverage Time and Live Chat Coverage Time now have matching units of measurement once the value exceeds 24 hours.
Fixed: Live chat widget now persists across tabs of a site/portal.
Fixed: Newly added Holidays now display properly in Brand settings.
Fixed: Sending Canned Replies with images in them via Live Chats no longer sends a broken image.
Fixed: Tab order issue when editing a Community thread and clicking on the Up Arrow Key.
Fixed: The 'Deleted' tag on tickets, tasks, chats and call logs is now displayed consistently.
Fixed: The actions menu for undeleting tickets and call logs now works properly for Advanced Search results.
Fixed: The Send button is no longer hidden when trying to transfer tickets on mobile browsers.
Fixed: Transparent favicons are no longer given solid white background when saved in the Brand settings.
Fixed: Upload File button in the editor no longer creates malformed links in sent messages.
Fixed: When you pop out a deleted call log into its own window and undelete it, the window auto closes properly.
Removed: The "Assigned Agent" event condition from the "Ticket Created" event since it does not work with the "Ticket Created" event.

New in SmarterTrack 14.1.8367 (Dec 1, 2022)

New in SmarterTrack 14.1.8334 (Oct 26, 2022)

New in SmarterTrack 14.1.8312 (Oct 5, 2022)

New in SmarterTrack 14.1.8290 (Sep 14, 2022)

Added: Portal colors can now be easily modified on a Brand's Portal tab.
Added: Sorting button for advanced search results when not searching by a "Search String".
Added: [%TICKETNUMBER%] variable can now be included in the message shown after a ticket is submitted via the Portal.
Changed: "SmarterTrack Mobile App" in the avatar menu updated to "SmarterTrack Mobile".
Changed: Buttons that "save" or "add" settings now named consistently across the Management Interface.
Changed: Community post titles can now be up to 150 characters.
Changed: Custom messages now display default text, which can be changed as needed.
Changed: Light and Dark mode setting is now stored completely on the browser, and switching between them is significantly faster.
Changed: Miscellaneous dark theme changes to improve usability.
Changed: Multiline translatable text areas are now styled more consistently with HTML editors.
Changed: Renamed several tabs across the Management Interface to be more descriptive.
Changed: Reports section now default to a blank placeholder page on initial navigation, similar to other sections.
Changed: SMTP and POP Test buttons now notify a user that a test is being performed.
Changed: Tab-dependent buttons were moved to the ends of button lists, making them easier to identify.
Changed: The size of several content popups was increased to fit better when using Safari.
Fixed: "Agent is typing" message does not appear properly on command-line live chat link style.
Fixed: Administrator-only users currently see a global New menu without elements.
Fixed: An Event for when a ticket is transferred doesn't trigger if the transfer was initiated by a Ticket Created Event.
Fixed: Conversation tab popup for editing custom field values is not formatted properly.
Fixed: Deleting an agent completes successfully, but the modal does not close.
Fixed: Enabling Detailed Logs causes the logs tab to lose contents until the page is refreshed.
Fixed: In Groups, the first user in the list can not be edited.
Fixed: In Who's On events, Conditions and Action variables related to live chat invites were still showing, even though that functionality has been removed.
Fixed: Issue where it's not possible to un-delete chats.
Fixed: Marking a community comment as a resolution is failing.
Fixed: Mobile link images should not be user-selectable.
Fixed: Modals for related surveys and time logs were not always showing.
Fixed: New Live Chat Links were not setting default colors properly.
Fixed: New Live Chat Links were selecting the wrong default images.
Fixed: News item does not enforce a subject being required in order to be created.
Fixed: No message appears if a department disallows tickets submitted via the portal when live chat is in offline mode.
Fixed: Saving a new custom Role without a name shows a persistent spinner.
Fixed: SMTP/POP modal buttons flicker when the modals load.
Fixed: Some live chat link styles do not show up as the hyperlink colors when sent through chat.
Fixed: Some setting and search controls were showing misaligned in Safari.
Fixed: Subject is being changed/truncated when "re:" is in the subject.
Fixed: Survey and Form pages have extra margins around their settings.
Fixed: Tags will not save for Community posts when using MySQL Server 8.0.30.
Fixed: The Custom Field > Template setting for "Required for Agents to close tickets" is being enforced when deleting tickets.
Fixed: Ticket numbers sent through chat are not hyperlinked properly.
Fixed: When a chat in Queue is ended because the last available agent goes Unavailable, the chat can only be found in the management interface when using Advanced Search by Queue.
Fixed: When clicking on the Chat in Queue menu bar alert, the live chat shows in the list and preview panes, but the nav pane shows "My Active" selected, not the "Queue".
Fixed: When selecting a specific brand when adding a Knowledge Base article, it will now save properly.
Fixed: When sending a ticket reply, embedded videos do not show in HTML view or in the ticket reply, even though it does get sent.
Fixed: When you change the POP > Encryption setting to TLS and click on Test, it takes too long time to return the result.
Fixed: Who’s On button bar was improperly resizing when switching tabs.

New in SmarterTrack 14.1.8277 (Aug 31, 2022)

New in SmarterTrack 14.1.8271 (Aug 25, 2022)

IMPORTANT: Feature icons in the management interface consolidated into a dropdown menu for easier identification.
IMPORTANT: Introducing the SmarterTrack Mobile app, available for iOS and Android devices.
IMPORTANT: Management interface better adapts to small monitors.
IMPORTANT: Management interface refreshed and more modern.
IMPORTANT: OAuth 2 support for POP and SMTP.
Added: Live chat links now offer customizable colors.
Added: Pop out icons to areas that did not already have them.
Added: Refresh button for the Spool settings page.
Changed: "Forward to" is now "Copy To" when configuring agents for Quality Control.
Changed: Active Groups renamed to My Groups.
Changed: Adjusted the order of the role options to be more consistent between agent and user roles.
Changed: Advanced Search moved back under the various My sections. (I.e., My Tickets, My Tasks)
Changed: Arrow navigation replaced with a keyboard shortcut (ctrl + up/down arrows).
Changed: Attachments for live chat stored as attachments, not hyperlinks.
Changed: Built-in Custom Fields are now indicated on the custom fields page.
Changed: Business hours modal now shows the day of the week in the title.
Changed: Button styling on the Portal updated to be more consistent with the rest of the new interface.
Changed: Dashboards renamed to Active Agents.
Changed: Date/time picker icons updated to be more modern.
Changed: Default text edited for consistency and conciseness.
Changed: Google Analytics Site ID updated to accept either GA3 or GA4 tracking code.
Changed: Groups for Agents/Administrators are now sorted in order by Brand/Department/Group.
Changed: Live chat end user interface updated to use modern standards with expanded user functionality.
Changed: Moved filters (e.g., Active, Waiting, Closed) to top of the ticket/call log/task lists.
Changed: Moved the pop out button to the menu bar in tickets, chats, call logs, and tasks.
Changed: Pulse effect was removed for warning boxes.
Changed: Required fields now prevent the setup wizard from finishing if they are left blank.
Changed: Settings pages now utilize wide grids, not side-by-sides.
Changed: Setup wizard help links now point to more relevant areas of the help documentation.
Changed: Tabs only render when there are items associated with them, where possible.
Changed: The "Also viewing" icon now matches the rest of the product.
Changed: The "Preview" tab was moved to the end for Forms and Surveys.
Changed: The color picker was updated to use the native browser color picker.
Changed: The tab dropdown now matches the Actions drop down on a ticket.
Changed: The text for pages with no items was updated to "No items to show" or "No items to show for this view".
Changed: Updated the embedded live chat to be much more efficient.
Changed: User's role moved underneath their name in the management interface avatar menu.
Changed: Waiting in queue custom message is now independent of the position in queue message for chat, allowing for more user friendly messages.
Changed: When editing Roles, feature tabs are now hidden unless the permission is set to "Custom".
Efficiency: Updated how the ticket and live chat timers work resulting in far less CPU usage.
Fixed: "No Items To Show For This View" watermark should not be selectable.
Fixed: A scrollbar appears when attempting to email a transcript of a completed chat.
Fixed: Adding internal attachments to tickets doesn't work.
Fixed: Advanced Search for Knowledge Base is not displayed in the correct spot.
Fixed: After an upgrade, the CSP isn't adding Google Tag Manager until the Security tab is loaded and saved.
Fixed: Agents with read-only permissions for Users/Organizations can still add Organizations.
Fixed: An "Invalid Cast" exception when auto-purging tickets from the database.
Fixed: An agent is unable to change their password when using the “Change Password” button in My Preferences.
Fixed: An issue that can cause the auto-responder images to be broken on delivery.
Fixed: An issue that caused too much space to be shown at the bottom of a ticket messages.
Fixed: An issue that could list "bad file extension" as the cause for a ticket failing to deliver.
Fixed: An issue where chats are duplicated to other instances.
Fixed: Attempting to add another event action, after other event actions have been added and saved, results in a permanent spinner.
Fixed: Attempting to create a new task from a call log results in a spinning "Oops!" page in the modal.
Fixed: Attempting to save a KB article containing inline images causes errors.
Fixed: Call log times are not being shown correctly when editing a log.
Fixed: Chats show users they are next in line when, in fact, they are not.
Fixed: Clicking on the left of an arrow in the navigation tree isn't navigating to that section.
Fixed: Dark theme for live chat updated so some items are easier to read.
Fixed: Diagnostics page does not show scrollbars appropriately.
Fixed: Disabling “Allow end users to send attachments” fails to prevent users from sending attachments until the page is refreshed.
Fixed: Events for knowledge base articles are not working.
Fixed: Global font setting is not being applied properly.
Fixed: Grids in popup modals don't follow the background color of the modal.
Fixed: Help text that is connected to a grid wraps.
Fixed: Highlighting text in the compose area scrolls the window to the top of the composed message.
Fixed: If a ticket contains a draft, the "Transfer Draft with Ticket" option causes the transfer and follow-up modals to contain a scrollbar.
Fixed: If a tree item has children and no navigation, it should collapse/expand on click.
Fixed: In Chrome for Mac, dropdown navigation isn't centered vertically.
Fixed: In light mode you can't see the month-change arrows for the date picker.
Fixed: In the Autoresponder > Departments tab, departments are listed in the order of creation rather than alphabetically.
Fixed: Issue that could cause the priority values of a ticket to not match the selected priority.
Fixed: It's not possible to add multiple related items to a ticket, chat, etc.
Fixed: It's possible to save a comment with no body text.
Fixed: Long ticket subject and narrower resolution causes "active" and "duration" labels to wrap around.
Fixed: Message compose text should not be remembered between live chat sessions.
Fixed: Modal popup windows have been sized to fit their contents better.
Fixed: Multi-line custom fields on the advanced search page are rendering as multiple lines.
Fixed: Navigation to some sections are not highlighting the correct views on the initial navigation.
Fixed: New User popup doesn't scroll properly on first load.
Fixed: Opening a Call Log window from the User Details page shows an empty Call Log page.
Fixed: Organization ticket counts displayed on the portal don't match the number of tickets displayed on the management interface.
Fixed: Overdue followup text isn't apparent enough.
Fixed: Pop out button still shows in a popped out window for Users/Organizations pages.
Fixed: Portal user summary is formatted incorrectly on narrow mode.
Fixed: Refreshing the page when in the chat queue restarts the whole chat creation process.
Fixed: Report selection label on Scheduled Email Reports is incorrect.
Fixed: Scheduled email reports don't show an error when saving without require fields filled out.
Fixed: Some messages with encoded file names fail to import properly.
Fixed: Some of the links/Urls in the site do not handle subwebs properly.
Fixed: The "Add" button isn't working when creating a ticket.
Fixed: The "Agent-Group Relationship" modal Options header is always visible even when the selected agent is not a member of the group.
Fixed: The "Clear" button in Advanced Search for Tasks does not work.
Fixed: The agent side of the Live Chat is encoding the username incorrectly.
Fixed: The Details tab for a User is not consistent with My Preferences.
Fixed: The icons on the portal homepage break when the screen width is at exactly 767 pixels.
Fixed: The organization list is not updating when a new organization is created.
Fixed: The primary color is not being applied in the live chat link preview when entering the color.
Fixed: The sizing of the interface is broken when zooming in, then zooming back out.
Fixed: The top tabs sometimes display double their counts until the page is refreshed.
Fixed: Time picker is showing the minutes under the hour instead of next to it.
Fixed: Timing on the database setup wizard sometimes causes an error on database creation.
Fixed: Uploading an attachment to a ticket reply or on a new ticket can fail its upload and is lost when the ticket is sent.
Fixed: User details page breaks if there are too many tickets.
Fixed: Users count when looking at Roles is not excluding deleted users.
Fixed: Various reports were not aligned properly.
Fixed: When a user closes their window with the live chat on it, the live chat does not show as disconnected.
Fixed: When agents chat with themselves, the chat bubbles are no longer the same color.
Fixed: When editing a live chat link on a nested directory the image becomes broken.
Fixed: When on the KB page of the live chat, refreshing takes you to a blank page.
Fixed: When setting a followup to Waiting, the followup counter on the left doesn't change.
Fixed: When you close a ticket and send the survey the "OOPS!" page appears when you click the link.
Fixed: When you edit a Task that's related to a Call Log, and use the Agent dropdown to select an agent, saving the task results in an endless spinner in the pop out window.
Fixed: When you open a task from the Related Items tab of a Ticket, Call Log, or Live Chat, the modal shows the Related Items field as an editable field.
Removed: flashing line on Alert/Reminder popups.
Removed: Invite to Chat for Who's On.
Removed: Queue as an Active Agent, to avoid confusion.
Security: Fixed potential vulnerabilities. It is recommended to update to this version or higher.
Translations: Updated the German translations file.

New in SmarterTrack 14.1.8158 (May 4, 2022)

New in SmarterTrack 14.1.8146 (Apr 22, 2022)

New in SmarterTrack 14.1.8125 (Apr 1, 2022)

New in SmarterTrack 14.1.8102 (Mar 8, 2022)

New in SmarterTrack 14.1.8097 (Mar 4, 2022)

New in SmarterTrack 14.1.8075 (Feb 10, 2022)

New in SmarterTrack 14.1.8019 (Dec 15, 2021)

New in SmarterTrack 14.1.8004 (Dec 1, 2021)

New in SmarterTrack 14.1.7922 (Sep 10, 2021)

Added: A setting on the Departments > Options page that allows administrators to set "Mark as Billable" as the default for time logs.
Added: In Autoresponders, added a #priority# variable for referencing the ticket's priority.
Added: The ability to get a ticket's FollowUpDateUTC from all API calls that return TicketInfo. (E.g., CreateIncomingTicket.)
Added: The ability to use Translatable Strings in the Brands > Custom Messages area.
Added: Validation of the items on the reply compose page when sending a ticket message and choosing 'Send and Schedule Follow-up' or 'Send and Transfer'.
Changed: Community Employee Activity Overview report to show the Employee's Display Name instead of Username.
Changed: Default Follow-up time to one day versus one hour.
Changed: In the Live Chat Link > Live Chat Online/Offline tabs, Anchor Title is now the Anchor Title as well as the Alt Tag.
Changed: The process of checking the bounce message for the ticket number will now check the embedded email, if it exists, in the bounce message to find the ticket number.
Fixed: Custom Reports do not respect the row count setting.
Fixed: If you use the "Reply with Copy" option on a ticket, and a draft is saved, the draft will stay on the ticket even after the email is sent.
Fixed: In the SmarterTrack API documentation, "number" is incorrectly spelled "numer" in various locations.
Fixed: Issue that could cause the embedded chat to break after sending an email transcript of the chat.
Fixed: The Canned Replies Contribution report shows no data.
Fixed: The Canned Replies Popularity report is ignoring the filters.
Fixed: The cookie disclaimer on the management login modal is not recognizing translatable strings.
Fixed: The News Contribution reports shows no data.
Fixed: The setting to block chats while a call log is open can fail in certain instances.
Fixed: Unable to thumbs up a recently edited comment in the Community.
Fixed: Uploading an image or file through the editor on the portal fails if you are not an agent.
Fixed: When using the API calls, GetTicketCounts_Agent and GetTicketCounts_Global, to return ticket counts, FollowUpTicketCount always returns -1 instead of the accurate follow-up count.
Translations: The Spanish translation for "Home" was changed from "Particular" to "Inicio".

New in SmarterTrack 14.1.7859 (Jul 9, 2021)

New in SmarterTrack 14.1.7845 (Jun 25, 2021)

New in SmarterTrack 14.1.7803 (May 14, 2021)

New in SmarterTrack 14.1.7789 (May 1, 2021)

New in SmarterTrack 14.1.7775 (Apr 16, 2021)

Added: Better caching of active directory login attempt results, to help prevent account locking due to cached credentials.
Added: Login attempts against active directory are now logged in the Administrative log file.
Changed: Agents/Administrators who are logged into the Portal now have a Code View button in the html editor. Users do not.
Changed: Email Transcripts for live chats now only allow one email address to be entered and the transcript is delivered once per chat.
Changed: Logging improved significantly for SMTP delivery.
Changed: Updated translation strings for German translation file.
Fixed: A custom report sent from Scheduled Email Reports does not follow the same sort option as the Custom Reports.
Fixed: Added an exclusion for an exception appearing in the logs that actually is an expected behavior.
Fixed: After testing an SMTP or POP connection, the modal shows "disabled=false" at the top of the modal.
Fixed: Display issue showing duplicate attachments in the compose window when deleting one of two attachments on a ticket reply.
Fixed: Event action to send a ticket reply is attempting to send an email when no email address exists in the ticket.
Fixed: Hover styling on Survey and Form dropdown lists is incorrect in Firefox.
Fixed: Html editor file upload shows all file types, not just allowed file extensions.
Fixed: Issues deleting ticket drafts.
Fixed: Modified Scheduled Email Reports so that the delivery will not continually retry in the event that the resend time cannot be reset.
Fixed: SMTP delivery thread is now resistant to application pool stops and starts.
Fixed: The "Block chat while composing call logs" setting does not prevent live chats from being assigned while composing a Call Log.
Fixed: The default value set on custom fields does not always display in all locations.
Fixed: The tags and buttons throughout the Portal are inconsistently sized.
Fixed: Users and Organizations tickets page is not properly limiting the tickets shown for agents and managers.
Fixed: When an agent attempts to attach an unsupported filetype, a green success toast is shown despite the upload failing.
Fixed: When editing a live chat link, the Image dropdown can get stuck not allowing the image dropdown to work.
Fixed: When scheduling a follow-up and switching to a Group that the agent is part of, the agent assignment should not be changed.
Fixed: When taking/transferring tickets for a specific brand, the global Active and Waiting counts do not update without a refresh.

New in SmarterTrack 14.1.7747 (Mar 19, 2021)

Added: Confirmation modal for KB Article Feedback "Report" and "Delete" buttons.
Added: Dark mode for composing messages and other content in the Management Interface.
Changed: Delete option moved to the bottom the Actions dropdown.
Changed: Drop down boxes are now styled consistently.
Changed: Google Analytics integration updated to most recent version.
Changed: Minor display modifications to providing KB feedback in the portal.
Changed: Removed the port number from the URL for the default Live Chat website integration.
Changed: Restyled the the actions for KB article feedback on mobile.
Changed: Restyled threads in the Community for mobile.
Changed: Statistics (All Time, Last 30 Days) on a user's My Profile page restyled for mobile.
Changed: When a ticket message is forwarded, message content is now displayed in the interface and Show HTML option.
Changed: When taking or transferring a ticket with a draft, agents can now opt to assign the draft to the new agent or delete it.
Fixed: Agents are able to transfer chats to departments that have no available agents.
Fixed: Chat event is missing the #adminhyperlink# variable that links directly to the live chat.
Fixed: Checkboxes are now sized properly in tables, and display appropriately on Safari.
Fixed: Content Security Policy needs to filter for http:// and https:// for URLs.
Fixed: Context menu in grids was not properly setting the selected index of the grid causing random jumping to occur.
Fixed: Font size of the Portal header restyled for mobile.
Fixed: Group By dropdown in reporting area is not translated correctly.
Fixed: Left tree is not sizing properly in Chrome on Android.
Fixed: Occasions where live chat users are in the queue, but there are no agents available to take the chat, now handled more gracefully.
Fixed: On Android tablets, Compose Ticket page cuts off content at the end of most tabs.
Fixed: Reactivating a purchased license shows a toast but doesn't refresh the details of the license page.
Fixed: Selected section showing up incorrectly on portal when in mobile mode.
Fixed: Some upload areas are not limiting the file browser to only supported file extensions.
Fixed: Specific instance where an application error occurs when a time log is added to a ticket.
Fixed: Specific types of emails break the width of the reply panel.
Fixed: The Maintenance and Support Expired notification will no longer show up multiple times.
Fixed: The warning that's displayed in live chat when a user attempts to upload a very large file shows HTML tags.
Fixed: Translatable Strings modal not working on Mobile.
Fixed: When a custom report contains two of the same Report Item, but with different Group By selections, the report cannot be emailed.
Removed: "Display folder in portal search menus" KB Setting

New in SmarterTrack 14.1.7719 (Feb 19, 2021)

New in SmarterTrack 14.1.7705 (Feb 5, 2021)

New in SmarterTrack 14.1.7961 (Jan 22, 2021)

Changed: API documentation to reference which calls require Communicator licensing.
Changed: German translation file (de.xml)
Changed: Moved the Privacy Policy URL from the new Cookie Disclaimer tab to the Portal tab in Brands.
Changed: Privacy Policy Options tab renamed to Cookie Disclaimer.
Changed: The Autoresponder Blacklist now applies to all automated email deliveries.
Efficiency: Performance of the Users and Organizations pages significantly increased.
Efficiency: Unused language strings were removed from the application to simplify translation efforts.
Fixed: If a Quality Control rule is already in place for an agent, the agent is not removed from the Agent dropdown list that appears for new rules.
Fixed: Language string correction for Spanish translation file.
Fixed: The blue highlight on the nav pane becomes vertically misaligned when the Brand selector is modified.
Fixed: The built-in event "Upgrade Protection Reminder" is still referencing Upgrade Protection, not Maintenance and Support.
Fixed: The calendar in the Holiday modal is not vertically centered for months that span 6 weeks/rows.
Fixed: The Knowledge Base > By Agent dropdown arrow appears even when there are no KBs assigned to agents.
Fixed: The tab order for the admin/company setup page in the Setup Wizard.
Fixed: Transfer action doesn't work for tasks that are assigned to tickets.
Fixed: Unable to apply new avatar for an Employee or User in the management interface.
Fixed: User/employee pages do not account for the Froala editor changes for the leave page warning.
Fixed: When creating a new user in the management interface, an endless spinner appears after the validation error informs the agent that the username is already in use.
Fixed: When navigating to Reports, the Agent-Group Activity report is displayed by default. However, when you expand the Audit Reports folder, Abandoned Live Chats is highlighted.
Fixed: When submitting a new ticket at the Portal, KB suggestions are no longer being generated based on the message body content.
Fixed: When using the "Copy To Address" feature, the agent reply from appears on the ticket even if the agent who is responding no longer has access to the ticket.
Fixed: When using the Add button to add a New Call Log to an existing live chat, the new call log does not properly auto-fill the header details.

New in SmarterTrack 14.1.7656 (Dec 18, 2020)

New in SmarterTrack 14.1.7642 (Dec 4, 2020)

New in SmarterTrack 14.1.7619 (Nov 10, 2020)

New in SmarterTrack 14.1.7607 (Oct 30, 2020)

New in SmarterTrack 14.1.7579 (Oct 2, 2020)

Added: The ability to merge tickets for an Organization from their Tickets tab.
Changed: Adjust the about page to be more consistent with our other products.
Changed: Communicator timeout from 3600 to 180 seconds.
Changed: Dark theme adjusted to provide greater contrast and make it easier to use.
Changed: Minor styling changes within the Management interface.
Changed: Settings pages with a preview pane will now ignore the setting hiding them.
Changed: The Navigation Pane headings have been replaced with separators.
Changed: Translatable string button images are now more consistent with other icons.
Changed: Waiting tickets, whether waiting on an Agent or the customer now show as simply "Waiting" on the portal.
Changed: When transferring tickets in bulk, tickets with pending Drafts will be skipped and not transferred.
Fixed: Clicking the Translate button multiple times while it tries to translate causes an error.
Fixed: Entering a period after a hyperlink has been inserted can cause two periods to appear automatically.
Fixed: Issue that can cause duplicates of a language to be added to supported languages.
Fixed: Issue that could cause the blocked chat warning message from showing while in Call Log window.
Fixed: KB folders show in the Navigation Pane for an agent even if that agent does not have access to those folders.
Fixed: Part of a button appears above the Search bar in a News item.
Fixed: Removing an Agent from a Group using the Employees > Groups tab does not properly redistribute their Active and Waiting tickets.
Fixed: Spacing issue with the Navigation Pane in Safari.
Fixed: The "Duration" field is missing in the ticket list for tickets that have a duration of 0h 0m.
Fixed: The timer for auto-saving Drafts doesn't start until the user stops typing for the specified time.
Fixed: Ticket custom field auto-save happens too fast, removing focus from that custom field.
Fixed: Ticket query for getting tickets to auto-delete breaks on MySQL.
Removed: Video on the Getting Started page.

New in SmarterTrack 14.1.7551 (Sep 3, 2020)

New in SmarterTrack 14.1.7524 (Aug 7, 2020)

Added: Ability to create new call logs from the Add menu on a live chat.
Added: Copy to Clipboard functionality for Ticket, Live Chat and Call Log numbers in headers.
Changed: "Administrate this ticket online" language string changed to "Manage this ticket online".
Changed: IMPORTANT: This release makes changes to the web.config file. If you have a custom web.config file, you will need to adjust it while upgrading.
Changed: MaxMind location package updated to most current database.
Changed: Report charts now appear more clear on high DPI monitors.
Changed: Updated jquery to 3.5.1.
Changed: Updated SignalR for Live Chat.
Changed: Updated the Froala editor to 3.1.1.
Efficiency: Reporting system now initializes faster.
Fixed: An endless spinner will no longer occur if you attempt to save a custom report that has report items but no title.
Fixed: Brand's "Privacy Policy Options" notice appears persistently on Portal even after accepting terms.
Fixed: Brands > Autoresponders is now properly sorted by display name.
Fixed: Clicking insert on canned reply popup without an item selected will now indicate the issue instead of silently failing.
Fixed: Community posts will now prevent duplicate clicks to the Send button.
Fixed: Email addresses with an apostrophe ( ' ) could cause issues.
Fixed: Error message not showing properly on forgot password page.
Fixed: Host Header validation is broken on new brand creation.
Fixed: Images uploaded to various areas of SmarterTrack via Insert Image toolbar button (with a src of "TempResourceHandler.ashx") disappear after some time.
Fixed: In Call Logs, basic search results don't match search results of Adv Search > Search String.
Fixed: In Firefox, a live chat's Related Items modal was showing a scrollbar.
Fixed: In the live chat widget, dropdown list custom fields that use translation strings do not immediately translate when the Portal's language is changed.
Fixed: Live Chat input area shows after attempting to add comment to newly added ticket associated with live chat.
Fixed: More friendly error appears when attempting to Resend a ticket message when no SMTP account is available.
Fixed: On the Portal's KB folder view, added the lock icon next to the title of KBs that are marked as private.
Fixed: Plain Text content will now properly paste from clipboard into editor.
Fixed: Resolved an issue if ConnectionString property is set incorrectly and user is logged in and have remember me marked.
Fixed: Resolved an issue with sitemap being generated incorrectly in some locales.
Fixed: The Create Account button on the User Details page does not appear for agents who have role permission to 'Create a user's profile'.
Fixed: Ticket Advanced Search is not returning results when certain Custom Fields are used.
Fixed: Translatable Strings used in Department and Group names are not properly translating in a variety of areas.
Fixed: User activity overview report header now shows correct title.
Fixed: When a new Supported Language is added, the Translatable Strings tab doesn't immediately update the translated status.
Fixed: When creating an organization, modals generated from the Add Members or Add Comment options span the width of the popout modal.
Fixed: Yes/No custom fields do not default to correct value on the portal side of web interface.
Removed: Image indicator from the ticket message body.
Security: Added noopener and noreferrer to exterior links with target="_blank".
Security: Chat ticket submission process is now rate limited per IP.

New in SmarterTrack 14.1.7479 (Jun 25, 2020)

New in SmarterTrack 14.1.7422 (Apr 28, 2020)

New in SmarterTrack 14.1.7348 (Feb 14, 2020)

Added: Ability to search by phone number in all areas that accept a phone number entry.
Added: Cursor auto-focus to Reports Filter and Group By search input when these modals are opened.
Changed: Added more flexibility for sorting in Tickets, Live Chat, Call Logs, Tasks, Knowledge Base, Canned Replies and News sections, where the sort of most nav pane views are preserved.
Changed: Added the ability to create tickets at the Portal using multiple email addresses.
Changed: MySQL connection string to work with the new MySQL Authentication type.
Changed: On a forwarded ticket message, show the recipient of the forwarded message.
Changed: Ticket search query to improve CPU usage.
Changed: Updated Brazil regional data to reflect the changes related to Daylight Savings Time.
Changed: Updated Cookie creation to include SameSite settings for cookies to work with Chrome update.
Fixed: An ampersand is not properly encoded when displayed in the live chat widget.
Fixed: An issue where ticket reply text area overlaps the attachment area.
Fixed: Closed ticket duration and idle times are not correct.
Fixed: HTTPS site shows images being loaded from http://www.w3.org.
Fixed: The Live Chat Link and Live Chat Online/Offline tabs show shifting text when switching the Image dropdown list to or from the Upload option.
Fixed: The Live Chat widget does not translate translatable string tokens when the token is used in the custom field 'Drop down list'.
Fixed: Using multiple of the same translation string in Department or Group name shows an Oops page instead of loading the Department or Group data.
Fixed: When composing a ticket (either creating a new one or replying to one), modifying the header options causes the attachment handler to disappear.
Fixed: When using Safari, the drop shadow on built-in live chat images appears incorrectly until a refresh.
Fixed: When using Send and Schedule Follow-up on a new ticket, in an installation with only one brand, a broken Brand dropdown appears.
Removed: Button type for Live Chat Links.

New in SmarterTrack 14.1.7265 (Nov 22, 2019)

New in SmarterTrack 14.1.7074 (May 16, 2019)

New in SmarterTrack 14.1.7067 (May 9, 2019)

Added: Events permission for "Trigger system-level manual events" that give agents the ability to trigger just system-level manual events.
Added: Live Chats > Departments > Auto-Delete settings so that administrators can configure when to automatically delete and purge old live chats and conserve disk space usage.
Added: The title of the outbound RSS feed now includes the brand name.
Changed: Call Logs > Auto-Delete is now enabled by default for new departments.
Changed: Custom role permissions for Knowledge Base Comments, News, Tasks, and Call Logs always grant the appropriate View permission. (Previously View was its own permission.)
Changed: For Survey reports, By Brand, By Agent and By Survey navigation items should depend on the Survey > View Summary permission.
Changed: Link related permissions.
Changed: Merged the "Create and Edit organization users" permission into the "Create and Edit organizations" permission.
Changed: Move Distribution > View Queue to Live Chats > View Queue and Tickets > View Queue permissions.
Changed: Tickets > Auto-Delete is now enabled by default for new departments.
Fixed: "Create and Edit organizations" permission is not properly enforced.
Fixed: Administrators can't see threads needing moderation if they are in a category that requires a role the administrator doesn't have.
Fixed: Agents with custom News permissions cannot see the news icon in the management interface.
Fixed: Banned users are not being properly handled when submitting new tickets or adding Knowledge Base feedback.
Fixed: Community categories exclude administrators when trying to access a thread in that category.
Fixed: Custom Fields with default values may not be saved properly.
Fixed: Distribution role set to none still allows transfer in certain areas.
Fixed: Editing a community post can cause the default font to be misconfigured for that post.
Fixed: Embedded inline images are not properly displaying in emails when viewed with Thunderbird.
Fixed: Follow Up availability is inconsistent for agents without transfer permissions.
Fixed: Groups in the ticket navigation tree not sorting properly.
Fixed: If an employee role is deleted, agents who had that role get an Oops! page when they try to navigate or refresh the Management Interface.
Fixed: Live Chats > Advanced Search only returns chats that the agent is a member of.
Fixed: Managers can view items they shouldn't be able to see by popping them out from a related task.
Fixed: On upgrade, it is possible for Knowledge Base Articles to not be visible on the portal if the article is not associated with any languages.
Fixed: Saving a News Item without a selected language can cause an endless spinner.
Fixed: Sending a ticket message may hang when business hours are set to end at midnight.
Fixed: Some actions on the Knowledge Base Articles content pane are not properly restricted based on the agent's permissions.
Fixed: Survey > View Details permission is not enforced properly.
Fixed: Tasks > Custom permissions are not being properly enforced.
Fixed: The Clear Helpfulness Votes function is not properly controlled by the Knowledge Base Articles > Modify permission.
Fixed: The News > Delete and News > Review permissions are not enforced properly.
Fixed: Ticket counts are off for administrators who are not members of all groups.
Fixed: When a dropdown custom field without a default value is left blank in chat submission, it is shown on the chat conversation tab with the field name as the value.
Fixed: When a user only has None or Read Only permissions for Knowledge Base Articles, they can still flag Knowledge Base Articles for review.
Fixed: When editing a block of text, the source code view is not formatted in a friendly manner.
Fixed: When editing a signature, the Insert Link popup is partially obscured.
Fixed: When editing the active agents for a group in the Group Dashboard, the agents are listed in a random order.
Fixed: When Max Messages is set to 0, forwarding a message doesn't include the forwarded message.
Removed: IP Address on initial community thread posts.
Removed: The View role permission from Knowledge Base Comments, News, Tasks, and Call Logs.

New in SmarterTrack 14.1.7054 (Apr 26, 2019)

IMPORTANT: Allow managers to see everything in the departments to which they belong as long as they're part of at least one Group within that Department.
IMPORTANT: Existing Agent roles with Reports permissions set to "Full Control" will be set to "None" with this upgrade.
Added: "Mark As Reviewed" and "Review" to the "..." menu on the KB Article preview page.
Added: New employee-type role permissions for Live Chats: "Participate in Instant Messages", "Participate in Chat Rooms", and "Create and Edit Chat Rooms".
Added: New employee-type role permissions for Users/Organizations: "Create user profiles" and "Delete user profiles".
Changed: Agents without the Manager and Administrator roles cannot see Tasks assigned to other agents.
Changed: Allow Administrators to filter reports by any group/department, regardless of their group membership.
Changed: Brand > Links in KB Feedback setting now grants permission based on the minimum required role. If your setting was previously assigned to a custom User role, it will be reassigned to Registered User. If your setting was previously assigned to a custom Employee role, it will be reassigned to Agent.
Changed: For the Agent role, None is now the default permission for Reports.
Changed: For user-type roles, remove all KB article permissions except View.
Changed: In Roles > employee role > Events tab, changed the language string from "Access the events system" to "Create and Edit My Events" for better accuracy.
Changed: Modify the "Allow managers outside of this Department to view its contents" department setting to only apply to managers assigned to a group in the same brand.
Changed: Upgrade Azure translation API to use version 3.0.
Changed: When a user is deleted, any canned replies assigned to them are also deleted.
Changed: When editing a role, the role name and role type are now displayed in the role header.
Changed: When viewing the settings for an Administrator employee who doesn't have the agent role, the Tickets and Live Chat tabs are disabled.
Fixed: Active chats don't account for daylight savings when calculating times to be displayed.
Fixed: Administrators can't see all categories in the community.
Fixed: Administrators without the agent role can see the brand selector in the chats nav tree.
Fixed: Agents without KB Article > Delete permissions can still delete a KB Article from the edit page.
Fixed: Agents without KB Articles > Modify permissions can still transfer KB Articles.
Fixed: Agents without the Call Logs > Delete permission can still delete call logs using the context (right click) menu.
Fixed: Agents without the Manager and Administrator roles can't perform an advanced search for chats.
Fixed: Canned Replies assigned to a deleted agent or department are shown in the content pane and on the Insert Canned Reply modal.
Fixed: Canned replies assigned to Everyone are not showing up in searches on the Canned Replies page.
Fixed: Editing a task from the preview causes it to open in a very large window.
Fixed: In-line images are not being properly embedded in outbound emails.
Fixed: KB Comments role permissions are never checked.
Fixed: Maintenance and Support expiration warning is incorrectly shown on installations running under a leased license.
Fixed: Replies to a thread sometimes don't update the thread's last reply date.
Fixed: Setting an employee role's Event permissions to None does not hide "My Events" in the settings area.
Fixed: Ticket Assignment and Error logs aren't properly rolling over after exceeding the max log size.
Fixed: Ticket created event with Send Email action is not properly replacing the #body# variable when a ticket is created by API.
Fixed: Ticket global views show tickets to managers that they should not be able to see.
Fixed: View and Read Only permissions for Call Logs do not work properly.
Fixed: When an agent doesn't have permissions for a specific report, it still shows in the Reports navigation tree.
Fixed: When an agent only has Read Only permission for News Items, the New button is still visible.
Fixed: When an agent tries to take a ticket in a group that they aren't a member of, the error message is improperly formatted.
Fixed: When creating an action for Ticket Created events, the Body Text variable is listed twice.
Fixed: When Distribution > "Manage Agent Status" is disabled , attempting to manage an agent's status loads the full Management Interface in a modal.
Fixed: When the KB Articles permissions are set to Read Only, the New button is still visible for KB Articles.
Removed: Ability to search canned replies by assigned agent.
Removed: All Purge permissions.
Removed: In the everyone role, removed all permissions that require login or are handled by Brand settings.
Removed: News permissions for User type roles.
Removed: Permission for KB Comments > Report Abuse. No permissions are required to report abuse in KB feedback comments.

New in SmarterTrack 14.1.7053 (Apr 25, 2019)

IMPORTANT: Allow managers to see everything in the departments to which they belong as long as they're part of at least one Group within that Department.
IMPORTANT: Existing Agent roles with Reports permissions set to "Full Control" will be set to "None" with this upgrade.
Added: "Mark As Reviewed" and "Review" to the "..." menu on the KB Article preview page.
Added: New employee-type role permissions for Live Chats: "Participate in Instant Messages", "Participate in Chat Rooms", and "Create and Edit Chat Rooms".
Added: New employee-type role permissions for Users/Organizations: "Create user profiles" and "Delete user profiles".
Changed: Agents without the Manager and Administrator roles cannot see Tasks assigned to other agents.
Changed: Allow Administrators to filter reports by any group/department, regardless of their group membership.
Changed: Brand > Links in KB Feedback setting now grants permission based on the minimum required role. If your setting was previously assigned to a custom User role, it will be reassigned to Registered User. If your setting was previously assigned to a custom Employee role, it will be reassigned to Agent.
Changed: For the Agent role, None is now the default permission for Reports.
Changed: For user-type roles, remove all KB article permissions except View.
Changed: In Roles > employee role > Events tab, changed the language string from "Access the events system" to "Create and Edit My Events" for better accuracy.
Changed: Modify the "Allow managers outside of this Department to view its contents" department setting to only apply to managers assigned to a group in the same brand.
Changed: Upgrade Azure translation API to use version 3.0.
Changed: When a user is deleted, any canned replies assigned to them are also deleted.
Changed: When editing a role, the role name and role type are now displayed in the role header.
Changed: When viewing the settings for an Administrator employee who doesn't have the agent role, the Tickets and Live Chat tabs are disabled.
Fixed: Active chats don't account for daylight savings when calculating times to be displayed.
Fixed: Administrators can't see all categories in the community.
Fixed: Administrators without the agent role can see the brand selector in the chats nav tree.
Fixed: Agents without KB Article > Delete permissions can still delete a KB Article from the edit page.
Fixed: Agents without KB Articles > Modify permissions can still transfer KB Articles.
Fixed: Agents without the Call Logs > Delete permission can still delete call logs using the context (right click) menu.
Fixed: Agents without the Manager and Administrator roles can't perform an advanced search for chats.
Fixed: Canned Replies assigned to a deleted agent or department are shown in the content pane and on the Insert Canned Reply modal.
Fixed: Canned replies assigned to Everyone are not showing up in searches on the Canned Replies page.
Fixed: Editing a task from the preview causes it to open in a very large window.
Fixed: In-line images are not being properly embedded in outbound emails.
Fixed: KB Comments role permissions are never checked.
Fixed: Maintenance and Support expiration warning is incorrectly shown on installations running under a leased license.
Fixed: Replies to a thread sometimes don't update the thread's last reply date.
Fixed: Setting an employee role's Event permissions to None does not hide "My Events" in the settings area.
Fixed: Ticket Assignment and Error logs aren't properly rolling over after exceeding the max log size.
Fixed: Ticket created event with Send Email action is not properly replacing the #body# variable when a ticket is created by API.
Fixed: Ticket global views show tickets to managers that they should not be able to see.
Fixed: View and Read Only permissions for Call Logs do not work properly.
Fixed: When an agent doesn't have permissions for a specific report, it still shows in the Reports navigation tree.
Fixed: When an agent only has Read Only permission for News Items, the New button is still visible.
Fixed: When an agent tries to take a ticket in a group that they aren't a member of, the error message is improperly formatted.
Fixed: When creating an action for Ticket Created events, the Body Text variable is listed twice.
Fixed: When Distribution > "Manage Agent Status" is disabled , attempting to manage an agent's status loads the full Management Interface in a modal.
Fixed: When the KB Articles permissions are set to Read Only, the New button is still visible for KB Articles.
Removed: Ability to search canned replies by assigned agent.
Removed: All Purge permissions.
Removed: In the everyone role, removed all permissions that require login or are handled by Brand settings.
Removed: News permissions for User type roles.
Removed: Permission for KB Comments > Report Abuse. No permissions are required to report abuse in KB feedback comments.

New in SmarterTrack 14.1.7034 (Apr 5, 2019)

New in SmarterTrack 14.1.7026 (Mar 28, 2019)

Added: Ability to include pictures & attachments in portal conversations.
Added: New Ticket Aging dashboard.
Added: When saving a call log with matching start and end dates, trigger a save confirmation as the log as no duration.
Changed: Allow embedded videos from fleeq.io.
Changed: Browser notifications now use the same icons as the area they are originating from.
Changed: Display the warning about exceeding the agent limit for a license or hosted plan when clicking the new button instead of the save button.
Changed: Log files will max out at about 100MB. Once a log file exceeds that limit, a new log file is started.
Changed: Make the ticket subject the main header item on the portal.
Changed: Sort event agent dropdowns alphabetically.
Changed: When composing a ticket reply, conversation history is appended on message send to avoid browsers from combining code that can cause message formatting issues.
Changed: When relating tickets, comments will stay with their respective ticket versus all being added to the primary ticket.
Changed: When the Insert Canned Reply modal is opened, the search bar is now automatically focused.
Fixed: Back to Community Threads link always goes to page 1.
Fixed: Backslashes are removed from canned replies when they are inserted if the canned reply also includes a single quote character (').
Fixed: Brand default font not being applied to previews on the portal News page.
Fixed: Bulk delete actions always record the acting user as Internal Agent.
Fixed: Can't clear the Review flag on a KB article.
Fixed: Deleting a brand which only has deleted departments causes an error.
Fixed: Error purging news items that have a linked translation.
Fixed: Error when trying to insert a canned reply from the list view.
Fixed: In Call Logs, the content pane lists the log's Start Date, while the header lists the created date.
Fixed: In community conversations, can't switch conversations if the current one has an embedded video.
Fixed: Inline images not getting properly stored in outbound ticket messages.
Fixed: KB Headers showing "Last Modified by: System" even if an agent modifies an article.
Fixed: Multi-branded installs can show chats assigned to a different agent when viewing My Live Chats > Completed.
Fixed: Related Community Threads aren't being properly HTML encoded.
Fixed: Related KB Articles aren't being properly HTML encoded.
Fixed: Searching canned replies and deleting one of the results refreshes the the entire list rather than just the search results.
Fixed: Table styling applied in froala is not preserved.
Fixed: The brand drop downs are missing for admins that aren't actually group members in multiple departments.
Fixed: Tickets started from a community thread don't properly encode the subject line.
Fixed: Unspecified error when trying to send a conversation message containing only an image or video.
Fixed: Updated Chrome style sheet is changing the font on multi-line plain text fields.
Fixed: When it is empty, the HTML editor can be difficult to focus on using the mouse.

New in SmarterTrack 14.1.7005 (Mar 8, 2019)

Added: "Posts Marked as Answer" columns for the Community reports.
Added: "Replies Inserted into Chats" and "Replies Inserted into Tickets" columns to the Canned Replies Popularity report.
Added: "Stale" view to the Canned Replies navigation tree.
Added: "Threads Created" columns to the Community reports.
Added: Auto ellipse to the "Search String" column in Knowledge Base reports.
Added: Busy spinner when clicking the Move Reply button in community thread post.
Changed: "Email All My Tickets" action in the tickets section on the portal now sends the email to the registered user's email address instead of asking for an email address to send to.
Changed: "Replies Inserted into Chats" and "Replies Inserted into Tickets" columns for the Canned Replies reports now indicate the total number of times a canned reply was inserted, instead of the number of unique canned replies that were inserted.
Changed: Default value for the Knowledge Base and Canned Reply stale setting increased from 30 to 365.
Changed: Made the "Email My Tickets" action in the tickets section on the portal only visible to authenticated users.
Changed: Relabeled the Rank columns to # and added # columns where needed.
Changed: Renamed the Knowledge Base stale setting to clearly indicate that it is used for both Knowledge Base articles and Canned Replies.
Changed: Replaced the "Visitors" column with "User Visits", "Spider Visits" and "Total Visits" in the Knowledge Base and News Popularity reports.
Changed: The Statistics tab on the Knowledge Base preview page now shows "User Visits" and "Spider Visits" instead of "Unique Views".
Changed: The Statistics tab on the News preview page now shows "User Visits" and "Spider Visits" instead of "Unique Views" and "Hits".
Changed: The x axis labels on report charts show the proper numbers for reports with ranking.
Changed: Unauthenticated users can no longer reply to tickets from the portal.
Changed: Visibility of the ticket section is now based solely on the Brand's 'View Ticket Requires' setting.
Fixed: "Coverage Time" report can show percentages above 100% and coverage times as a negative number.
Fixed: "Coverage Time" report is including deleted groups and departments.
Fixed: Adding attachment to a ticket reply in the portal fails when the language is set to Italian.
Fixed: Brand custom messages are being over-sanitized by the HTML editor.
Fixed: Deleting Ticket Message draft causes an error.
Fixed: Editing a link at the bottom of the text field can open the Froala popup offscreen.
Fixed: Event emails with a non-email From address get stuck in the spool.
Fixed: Improved the accuracy of Live Chat Cost Reports.
Fixed: Sticky thread sticks to the top of all Community views, not just Recent.
Fixed: Typo in documentation for the "GetUsersProperties" API call.
Fixed: Unicode characters not correctly handled in outbound emails.
Fixed: When cloning a Knowledge Base article, the associated languages are not properly copied.
Removed: "Agent Used" column from the Canned Reply Popularity and Canned Reply Popularity Trend reports.
Removed: "Comments" column from Community reports.
Removed: "Created" reports for Canned Replies, Knowledge Base, and News.
Removed: "Events" reports for Canned Replies, Knowledge Base, and News.
Removed: "Flagged" column from the Canned Replies Contribution and Canned Replies Contribution Trend reports.
Removed: "Flagged" columns from the Knowledge Base Contribution and Knowledge Base Contribution Trend reports.
Removed: "Flagged" reports for Canned Replies, Knowledge Base, and News.
Removed: "Hits" column from the News Popularity reports.
Removed: "Last Used" from the Canned Reply preview header.
Removed: "Live Chat Incoming Message" and "Live Chat Message Out" settings in the Group Time Estimates tab.
Removed: "Modified" reports for Canned Replies, Knowledge Base, and News.
Removed: "Stale" reports for Canned Replies and Knowledge Base.
Removed: Group By "Employee" option for the Coverage Time report.
Removed: Total and Averages bottom bar from multiple reports.

New in SmarterTrack 14.1.6989 (Feb 20, 2019)

New in SmarterTrack 14.1.6984 (Feb 15, 2019)

IMPORTANT: Due to improvements to how search terms are indexed, we suggest reindexing your installation.
IMPORTANT: Due to the changes in the SmarterTrack database, you cannot downgrade or restore your installation to previous versions.
Added: "Last Used By" user and date information in Canned Reply preview headers.
Added: Ability to directly insert a canned reply from the Insert Canned Reply grid view.
Added: Ticket event condition for if a follow-up is scheduled.
Changed: Community search results are now sorted by last post date.
Changed: Modified the calculations for the Ticket Response Time report for more accurate reporting.
Changed: Report names in the report navigation tree are now simplified.
Fixed: "No Items Selected" modals are displayed with the title "Delete Confirmation".
Fixed: A recently deleted attachment does not get sent or displayed properly in a reply.
Fixed: Agent Group Activity Report could briefly display when switching between other reports.
Fixed: Agents not assigned to any groups can create new tickets, but have empty group and agent dropdowns.
Fixed: Agents who only have edit or create permissions for a KB subfolder, but not any of its parents, cannot select the folder to save a KB article in.
Fixed: Attachments don't properly delete from a ticket reply.
Fixed: Automatic time logging not working for chats.
Fixed: Business Hours and Holidays modals have the buttons on the left instead of the right.
Fixed: Canned replies edited with "Clear Formatting" have issues when inserted into a chat.
Fixed: Captcha image border color is not following the custom portal color settings.
Fixed: Chats sometimes do not pop out when using a MySQL database.
Fixed: Clearing the KB Helpfulness votes does not update the header until the preview pane is refreshed.
Fixed: Color selector when editing a chat link is cut off on the right.
Fixed: Dates may not be consistently converted to the same time zone if the user's time zone settings in SmarterTrack do not match the settings on their machine.
Fixed: Deleted custom fields are still shown as condition options when creating a new event.
Fixed: Email template validation is case sensitive when checking for required variables.
Fixed: Error message not displaying when trying to delete the default language.
Fixed: Error when trying to create a new signature.
Fixed: Files with a capitalized extension don't upload in chat even if the extension is in the allowed list.
Fixed: Folder dropdown when editing a canned reply is not properly sorted.
Fixed: Group and Department dashboards allow managers to see groups and departments they are not members of.
Fixed: If an agent has participated in a Chat Room, and then the permissions for the room are modified to exclude that agent, their chat icon will still turn yellow once new messages are added to the chat.
Fixed: If the default brand has SMTP set to "none", outbound emails without any specific department or brand information cannot be sent.
Fixed: If the UI auto navigates to the Users page, such as after a page refresh, the content pane shows the employees instead of the users.
Fixed: In the user details, selecting multiple chats or tickets and clicking the View button does not display a warning that you can only select one item.
Fixed: Live chat time logs cannot be edited or detached.
Fixed: Merging several tickets from a user's page triggers an error.
Fixed: On the Who's On page, the Live Chat Invitation action is not verifying that a user is selected.
Fixed: Searching the user list while it is still loading causes display issues.
Fixed: Some canned replies containing links are improperly cleaned when included in a ticket message, resulting in the message losing content when sent.
Fixed: Some words are improperly tokenized during search indexing and when performing a search.
Fixed: The edit Task windows are not opening with a consistent size.
Fixed: The Forms content pane is not properly HTML encoding special characters.
Fixed: There is extra padding above the quick search field for Tasks.
Fixed: Threads get marked as unread for an agent who modifies the status.
Fixed: Trying to start a chat in IE11 doesn't work.
Fixed: Users who should be able to view, but not create, tickets on the portal are not able to access the tickets section.
Fixed: When editing a POP account, the department dropdown is not sorted alphabetically.
Fixed: When upgrading SmarterTrack, if no supported language is selected as the default, generic English is added as the default language, even if there is already a generic English entry.
Fixed: When using MySQL and upgrading from version 11 or earlier, a SQL syntax error occurs.
Fixed: When viewing a thread, the clickable area for links in the right column extend beyond the link text.
Fixed: While creating a signature, the Insert Variables control disappears when the selection in a dropdown list is changed.
Removed: "Ticket Average Follow-up Response Time" report columns from multiple reports.

New in SmarterTrack 14.1.6957 (Jan 30, 2019)

New in SmarterTrack 14.1.6948 (Jan 10, 2019)

New in SmarterTrack 14.1.6928 (Dec 21, 2018)

New in SmarterTrack 14.1.6922 (Dec 15, 2018)

New in SmarterTrack 14.1.6911 (Dec 3, 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 (Dec 3, 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 (Nov 8, 2018)

New in SmarterTrack 14.1.6813 (Sep 1, 2018)

New in SmarterTrack 14.1.6795 (Aug 10, 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 (Jul 27, 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 (Jul 20, 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 (Jun 28, 2018)

New in SmarterTrack 14.0.6746 (Jun 23, 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 (Jun 19, 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 (Jun 15, 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 (Apr 10, 2018)

New in SmarterTrack 13.1.6648 (Mar 17, 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 (Feb 10, 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 (Jan 27, 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 (Dec 22, 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 (Dec 3, 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 (Nov 22, 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 (Nov 15, 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 (Nov 9, 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 (Nov 8, 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 (Oct 4, 2017)

New in SmarterTrack 12.6.6450 (Sep 17, 2017)

New in SmarterTrack 12.6.6347 (Jun 24, 2017)

New in SmarterTrack 12.6.6338 (May 12, 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 (Mar 31, 2017)

New in SmarterTrack 12.0.6004 (Jun 10, 2016)

New in SmarterTrack 12.0.5972 (May 23, 2016)

New in SmarterTrack 12.0.5932 (Apr 2, 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 (Mar 5, 2016)

New in SmarterTrack 11.4.5864 (Jan 29, 2016)

New in SmarterTrack 11.4.5822 (Dec 11, 2015)

New in SmarterTrack 11.3.5801 (Dec 11, 2015)

New in SmarterTrack 11.3.5766 (Dec 11, 2015)

New in SmarterTrack 11.2.5752 (Oct 9, 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 (Sep 4, 2015)

New in SmarterTrack 11.2.5703 (Aug 14, 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 (Jul 14, 2015)

New in SmarterTrack 11.0.5661 (Jul 3, 2015)

New in SmarterTrack 11.0.5640 (Jun 12, 2015)

New in SmarterTrack 11.0.5637 (Jun 9, 2015)

New in SmarterTrack 11.0.5624 (May 27, 2015)

New in SmarterTrack 11.0.5619 (May 22, 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 15, 2015)

New in SmarterTrack 11.0.5598 (May 15, 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 (Apr 17, 2015)

New in SmarterTrack 10.6.5563 (Mar 27, 2015)

New in SmarterTrack 10.6.5550 (Mar 14, 2015)

New in SmarterTrack 10.6.5549 (Mar 13, 2015)

New in SmarterTrack 10.5.5515 (Feb 10, 2015)

New in SmarterTrack 10.4.5451 (Dec 5, 2014)

New in SmarterTrack 10.4.5442 (Nov 26, 2014)

New in SmarterTrack 10.4.5423 (Nov 10, 2014)

New in SmarterTrack 10.3.5416 (Oct 31, 2014)

New in SmarterTrack 10.3.5410 (Oct 25, 2014)

New in SmarterTrack 10.3.5409 (Oct 24, 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 (Sep 20, 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 (Sep 9, 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 (Jul 28, 2014)

New in SmarterTrack 10.1.5308 (Jul 15, 2014)

New in SmarterTrack 10.1.5283 (Jun 20, 2014)

New in SmarterTrack 10.1.5276 (Jun 13, 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 9, 2014)

New in SmarterTrack 10.1.5227 (May 5, 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 (Mar 28, 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 (Mar 28, 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 (Mar 28, 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 (Mar 28, 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 (Feb 11, 2014)

New in SmarterTrack 9.5.5091.28985 (Dec 11, 2013)

New in SmarterTrack 9.5.5066.24219 (Nov 19, 2013)

New in SmarterTrack 9.4.5017.19991 (Oct 3, 2013)

New in SmarterTrack 9.4.5010.29031 (Sep 23, 2013)

New in SmarterTrack 9.3.4975.29302 (Aug 16, 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 (Jun 28, 2013)

New in SmarterTrack 9.2.4898.19445 (May 31, 2013)

New in SmarterTrack 9.1.4870.25154 (May 3, 2013)

New in SmarterTrack 9.0.4822.24783 (Apr 26, 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 (Apr 4, 2013)

New in SmarterTrack 9.0.4807 (Apr 4, 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 (Feb 8, 2013)

New in SmarterTrack 8.5.4703 (Nov 21, 2012)

New in SmarterTrack 8.4.4695 (Nov 9, 2012)

New in SmarterTrack 8.4.4682 (Oct 29, 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 (Oct 1, 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 (Oct 1, 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 (Oct 1, 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 (Oct 1, 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 (Oct 1, 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.