Transfer Tickets Across Multiple Installations

Businesses that use multiple installations of SmarterTrack can easily transfer tickets from one installation to another. For example, if a company has an office in the U.S. and an office in Italy using different installations of SmarterTrack, an agent in the U.S. office can transfer a ticket to an agent in the Italy office. NOTE: When an agent transfers a ticket to another installation, the original ticket's status will change to closed and locked. All ticket information except for the related items will be copied to the new installation and the ticket will be assigned a new number.

Applies to SmarterTrack 11.x-12.x

Follow these steps to configure the ability to transfer tickets across SmarterTrack installations:

  1. Log in to the SmarterTrack management interface as a system administrator.
  2. Click the Settings icon.
  3. Expand the Configuration folder and click on connected Services in the navigation pane.
  4. Click SmarterTrack Connection tab.
  5. Click the Add tab.Click Add Instance in the content pane toolbar.
  6. In the Base URL field, type the URL of the other SmarterTrack installation.
  7. In the Username and Password fields, type the username and password for the system administrator.
  8. Click Save.
  9. Click Save in the content pane toolbar.

 

Applies to SmarterTrack 6.x - 10.x

Follow these steps to configure the ability to transfer tickets across SmarterTrack installations:

  1. Log in to the SmarterTrack management interface as a system administrator.
  2. Click the Settings icon.
  3. Expand the System Settings and Tickets folders in the navigation pane.
  4. Click Ticket Settings. The ticket settings will load in the content pane.
  5. Click the Options tab.
  6. Select the Enable transferring tickets to another instance checkbox.
  7. Click the Servers tab. A list of servers will load in the content pane.
  8. Click Add Instance in the content pane toolbar.
  9. In the Base URL field, type the URL of the other SmarterTrack installation.
  10. In the Username and Password fields, type the username and password for the system administrator.
  11. Select the Enabled checkbox.
  12. Click Test to ensure the current installation can connect to the new installation of SmarterTrack.
  13. Click Save.
  14. Click Save in the content pane toolbar.
Agents will now have the option of transferring tickets to the new instance of SmarterTrack when they transfer a ticket.
 
For more information, please see the Ticket Settings page of the SmarterTrack Online Help.

 

Learn more about SmarterTrack’s email ticket system and how it will help you improve your customer service.

Add Feedback