Agents are the employees of a company that are placed in various groups within departments to handle customer issues and requests using SmarterTrack. Agents are the ones that will manage tickets, live chats, tasks, write knowledge base articles and more. NOTE: Customers using Hosted SmarterTrack must adjust their Agent Plan at My Account before adding new agents. 

Applies to SmarterTrack 11.x-12.x

Follow these steps to create an agent in SmarterTrack:

  1. Login to the SmarterTrack management interface as a system administrator.
  2. Click the Settings icon.
  3. Expand the Manage folder in the navigation pane.
  4. Click Employees. A list of available employees will load in the content pane.
  5. Click New in the content pane toolbar.
  6. On the Options tab, complete the following required fields: Username, Authentication, New Password, Confirm Password, and Display Name.
  7. Click the Roles tab and select the Agent (employee) checkbox if it is not already selected.
  8. Click Save.

Applies to SmarterTrack 6.x - 10.x

Follow these steps to create an agent in SmarterTrack:

  1. Log in to the SmarterTrack management interface as a system administrator.
  2. Click the Settings icon.
  3. Expand the System Settings and Organization folders in the navigation pane.
  4. Click Employees. A list of available employees will load in the content pane.
  5. Click New in the content pane toolbar.
  6. On the Options tab, complete the following required fields: Username, Authentication, New Password, Confirm Password, and Display Name.
  7. Click the Roles tab and select the Agent (employee) checkbox if it is not already selected. 
  8. Click Save.

All other configuration settings are optional. For more information, please refer to the SmarterTrack Online Help.

 

Learn more about the SmarterTrack online help desk and how you can improve your overall customer service.

Add Feedback