Moving a Hosted SmarterTrack Site to an On-Premise SmarterTrack Installation

Moving from using Hosted SmarterTrack to an on-premises version of SmarterTrack is actually quite simple: you just need to have the most current version of SmarterTrack running on your side, then contact our support team. Out team will work with you to get you the files you need to get things up and running as quickly as possible. Just follow the steps below:

  1. Install a version of SmarterTrack that EXACTLY matches the version of your Hosted SmarterTrack site. The majority of the time the most recent version of SmarterTrack available for download will match what is available on for hosted help desks. (System requirements for installing SmarterTrack can be found in our Help documentation). NOTE: Hosted SmarterTrack uses a Microsoft SQL back end, so you will need to install and utilize Microsoft SQL for your self-installed version of SmarterTrack.
  2. Once you have SmarterTrack installed, submit a ticket to support and ask them to make a backup of your SmarterTrack database and place it somewhere for you to download. (Database backups are provided as a .bak file).
  3. Once the backup is made, it will be placed in a FTP location and credentials will be sent to you so that you can download the backup.
  4. Once you have downloaded the backup, you simply need to attach the backup of your database to your self-hosted SmarterTrack SQL database.
  5. From there, all users, agents, KB articles, tickets and more will be ready and available for you to use in your own installation.
  6. When you're ready to go live, you'll want to make sure any necessary DNS changes are made to point your support/help URL to your new installation. Then go ahead and cancel your Hosted SmarterTrack subscription.
  7. And that's it. You should be ready to go with your own installation of SmarterTrack!


Learn more about SmarterTrack’s helpdesk system, which includes live chat, a self service portal and knowledge base software.


What folder are the backups saved to? Would it be the MRS folder?
Marcelo Fonseca (6/3/2017 at 9:06 AM)
Marcelo, the database would be in SQL or MySQL, depending on how you have SmarterTrack set up in your environment, not in the root of the installation.
Derek Curtis (6/5/2017 at 7:00 AM)