Smartertrack is a rigid and not a customer friendly customizable product
Problem reported by David Jeba - December 1, 2014 at 12:10 AM
Not A Problem
A customer is delighted by the features of the product and buys it...
then there is no support, if the client wants any changes to be done in it.
and most of the files are compiled in dll and couldnot modify it for their business requirements
atleast if there is a cost to it to get the source for the dll but theres no one here to help and guide
Im happy with what smatertrack offers outofthebox but im not happy about the fact that i can customize the product beyond that :(
 
You Pay and get what you see in demo.
And you cannot get any thing customized for your own business requirements.
Its not like Kayako... You pay for kayako and you do whatever you want in kayako
Smartertrack is 50% opensource and 50% closed source [as dlls] 

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well now you got my attention.
can you point me to the right direction to how to do the required changes as illustrated in this image
2
Andrea Rogers Replied
Employee Post
Hello David,
 
As Steve mentioned above, when you purchase a SmarterTrack license, you are buying access to the features of the product. A license does not grant access to the hard coded source that makes up SmarterTrack, as defined and explained in the End User License Agreement that you agreed to when installing the product. With that being said, SmarterTrack does offer many features that allow for personal customization, including the use of custom fields, the ability to add your company logo to the Portal, a section to add your own custom CSS and much more. Please understand that no company can completely customize an application based on individual expectations, as it would then be the only one of its kind and would become unsupportable. 
 
The request you've made above, and in your other Community thread, is not something that can currently be done in SmarterTrack. The ticket groups are part of the ticketing structure of SmarterTrack and work for the majority of our customers. If this makes SmarterTrack incompatible for your business, you may be able to get a refund based on our 15-day refund policy. I wasn't able to find your account in our customer database to verify the date you purchased your license; however, I'd recommend reaching out to the Sales Department for more information on this if you're interested. You can start a ticket at the Tickets section of the portal, start a live chat using the button to the left, or call us at 877-357-6278. We'd love for your to continue using SmarterTrack, of course, but I understand that companies have different needs and one product may not work for all. 
 
I hope this helps clarify things for you. Let me know if you have any questions. 
Andrea Rogers 
Communications Specialist 
SmarterTools Inc. 
(877) 357-6278 
www.smartertools.com

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