Add or Remove Agents for your Hosted SmarterTrack Helpdesk

Hosted SmarterTrack allows for the number of agents to be added or reduced from the monthly subscription as needed. That means that you can add or remove agents from your help desk subscription to account for changes in your business plan, such as adding in new agents due to an increase in your customer base.

To ADD AGENTS to your subscription, follow these steps:

  1. Visit the SmarterTools website and click on the account icon in the upper right. (As noted by the red arrow.)
  2. Once logged in, select Hosted Services from the dropdown.

  3. Find the appropriate site URL and click Change Plan.
  4. On the Change Plan modal, add in the new number of agents you want for your Hosted site.  
  5. Changing the number of agents in your plan will adjust your monthly cost accordingly. The new price will be listed in the blue box, giving you an idea of what you'll be charged at the time of the change. Review the information and click Complete Transaction. Your card will be charged and the agent adjustment will take place right away.

Once you are satisfied with the changes you have made to your subscription, and have charged your credit card, you can log in to your hosted SmarterTrack site and add the new agent(s) there. NOTE: You will be charged a prorated amount based on your next billing date for the number of agents that are being added to subscription.

To REMOVE AGENTS from your subscription, follow these steps:

NOTE: Before you reduce the number of agents on your subscription you need to remove agents from the employee list within your SmarterTrack site. If your number of agents is higher than the number of agents you are downsizing to, the change will not be made until you remove agents from your employee list. If you are already using fewer agents that your subscription allows, and are downsizing to match that number of agents, this step is not necessary. 

  1. Visit the SmarterTools website and click on the account icon in the upper right. 
  2. Once logged in, select Hosted Services from the dropdown.
  3. Find the appropriate site URL and click Change Plan.
  4. On the Change Plan modal, add in the new number of agents you want for your Hosted site.  
  5. Review the information and click Complete Transaction. The changes to your subscription will be applied at the start of the next billing period.

 

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

Feedback

This doesnt tell me WHERE I can add an agent, only how to pay more for teh ABILITY to add an agent
Mark Fisher (3/14/2016 at 6:36 PM)
Mark, this article covers adding an Agent to your subscription, which you need to do BEFORE you can add an Agent in your hosted SmarterTrack help desk.

Once you've completed the above, to add an agent to SmarterTrack, go to Settings --> Manage --> Employees and click the New button at the top of the content window. Here you can add a new agent.

Derek Curtis (3/15/2016 at 7:28 AM)