The release of SmarterTrack 11.x includes a complete redesign of the settings section, in which settings have been relocated, renamed, removed, and consolidated. This may leave you wondering where a specific setting has gone. This article lists the SmarterTrack 10.x settings and details their changes in 11.x. The main settings folders are listed below. Use the links to quickly navigate to the settings found within that folder.
Configuration Tutorials
This can be found in Help button menu in the upper right corner of the Management Interface.
Web Services
This setting has been renamed and can be found at Tools > API Documentation.
My Settings
Preferences
Options tab
| Setting | New Location | Notes |
|---|
| Username | My Settings > My Preferences > Options tab | End users cannot edit this field. |
| Authentication | My Settings > My Preferences > Options tab | Renamed to 'Authentication Method'. End users cannot edit this field. |
| Authentication Domain | My Settings > My Preferences > Options tab | End users cannot edit this field. |
| New Password | My Settings > My Preferences | Use the Change Password button in content pane toolbar. |
| Confirm Password | My Settings > My Preferences | Use the Change Password button in content pane toolbar. |
| Email Address | My Settings > My Preferences > Options tab | |
| Display Name | My Settings > My Preferences > Options tab | |
| Time Zone | My Settings > My Preferences > Options tab | |
| Avatar Provider | My Settings > My Preferences > Options tab | |
| Avatar | My Settings > My Preferences > Options tab | |
| Avatar is approved for public display | Removed | Only system administrators can view/modify this field for agents and users. |
| Automatically subscribe to community threads I participate in | My Settings > My Preferences > Options tab | Renamed to ‘Subscribe to community posts automatically’. |
| Send digest emails for subscribed community threads | My Settings > My Preferences > Options tab | Renamed to ‘Email summaries of subscribed community posts’. |
| Send email for new comments on community replies I participate in | My Settings > My Preferences > Options tab | Renamed to ‘Email comments of community posts in which I participate’. |
Roles tab
These settings can be found at Manage > Employees > Roles tab. Only system administrators can view/modify Roles for agents and users.
Custom Fields tab
These settings can be found at My Settings > My Preferences > Custom Fields tab.
Web Interface tab
| Setting | New Location | Notes |
|---|
| Spell-Check Dictionary | My Settings > My Preferences > Options tab | |
| Enable automatic reminder popup | Removed | This setting is enabled by default. |
Tickets tab
| Setting | New Location | Notes |
|---|
| Forward To | My Settings > My Preferences > Tickets tab | Renamed to ‘Copy To Address’. |
| Enabled checkbox | Removed | Copying is automatically enabled when an address is entered in the ‘Copy To Address’ field. |
| Allow Replies From | My Settings > My Preferences > Tickets tab | Renamed to ‘Other Reply From Address(es)’. |
| Display waiting ticket counters in left tree | Removed | This setting is enabled by default. |
| Display ticket follow-up counters in left tree | Removed | This setting is enabled by default. |
Live Chat tab
| Setting | New Location | Notes |
|---|
| Agent Alias | My Settings > My Preferences > Options tab | Renamed to ‘Display Name for Chat’. |
| Max Active Live Chats | Manage > Employees > Live Chat tab | Only system administrators can view/modify this field. |
| Enable automatic live chat popup | My Settings > My Preferences > Live Chat tab | Renamed to ‘Pop-up new chats automatically’. |
| Enable live chat notification sounds | My Settings > My Preferences > Live Chat tab | Renamed to ‘Play chat sounds’. |
| Enable live chat in queue notification sounds | My Settings > My Preferences > Live Chat tab | Renamed to ‘Play sound when a chat is queued’. |
| Block live chats while composing call logs | Manage > Employees > Live Chat tab | Only system administrators can view/modify this field. Renamed to 'Block chat while composing call logs'. |
VOIP tab
These settings can be found at My Settings > My Preferences > Contact Info Tab. The Phone Number fields have been renamed to 'Home Phone', 'Cell Phone', 'Work Phone' and 'Other Phone'.
Reporting tab
These settings can be found at Manage > Employees > Options tab. Only system administrators can view/modify this field. Renamed to 'Hourly Cost for Reporting'.
My Events
These settings can be found at My Settings > My Events > Events tab.
Notification Profiles
These settings can be found at My Settings > My Events > Notification Profiles tab.
General Settings
Options tab
| Setting | New Location | Notes |
|---|
| SmarterTrack Base URL | Configuration > Management Interface > Options tab | |
| Server Friendly Name | Removed | This name is obtained from the SmarterTrack Connections setting found at Configuration > Connected Services. |
| Locale for Currency | Configuration > Language and Locale > Options tab | |
| Default Time Zone | Configuration > Language and Locale > Options tab | |
| Skin | Removed | Altering system files for skinning is no longer a supported method. |
| Enable Google Map Features | Configuration > Connected Services > Integrations tab | Renamed to ‘Map Provider’ |
| Google API Key | Configuration > Connected Services > Integrations tab | Renamed to ‘API Key’. |
Colors tab
These settings can be found at Configuration > Management Interface > Skin.
Features tab
| Setting | New Location | Notes |
|---|
| Enable employee chat rooms | Configuration > Live Chat > Options tab | |
| Enable employee instant messenger | Configuration > Live Chat > Options tab | Renamed to ‘Enable employee instant messaging’. |
| Enable simultaneous login to the portal and management interface | Configuration > Management Interface > Options tab | |
| Enable confirmation when an agent is the last to go inactive for a group/department | Configuration > Live Chat > Options tab | Renamed to ‘Warn agents if they are the last to go inactive for chat’. |
Call Logs tab
| Setting | New Location | Notes |
|---|
| Purge recordings after | Configuration > VOIP > Options tab | |
| Enable personal calls | Configuration > VOIP > Options tab | |
Files tab
These settings can be found at Configuration > Security > Uploads tab.
Custom CSS tab
These settings can be found at Configuration > Management Interface > Skin.
Security tab
These settings can be found at Configuration > Security > Password Requirements tab.
Notification Profiles
These settings can be found at Configuration > Events > Notification Profiles tab.
Database Settings
Optimization
Options tab
| Setting | New Location | Notes |
|---|
| Heartbeat Interval | Tools > Diagnostics > Options tab | |
| Portal Chat Link Interval | Removed | The chat interval follows the same functionality as all other chat links. |
| Live Chat Interval | Tools > Diagnostics > Options tab | |
| Who's On Interval | Tools > Diagnostics > Options tab | |
Threads tab
These settings can be found at Tools > Diagnostics > Current Thread Status tab.
Business Hours
The business and holiday hours are defined on a brand and department level. As such, these settings can be found at Manage > Brands or Manage > Departments.
External Providers
These settings can be found at Tools > External Providers.
Master Categories
These settings have been renamed and can be found at Configuration > Custom Fields > Time Log Categories tab.
Surveys
These settings can be found at Configuration > Surveys.
Email Settings
Options tab
| Setting | New Location | Notes |
|---|
| Delivery Delay | Configuration > Email > Options tab | |
| Addresses to exclude (one per line) | Configuration > Email > Options tab | Renamed to 'Autoresponder Blacklist'. |
Error Notifications tab
| Setting | New Location | Notes |
|---|
| Reporting Level | Removed | By default, the reporting level is set to Exceptions Only. |
| SMTP Settings | Removed | Error notifications use the default SMTP account. |
Email Templates
These settings can be found at Configuration > Email > Templates tab.
Log Settings
Options tab
These settings can be found at Tools > Diagnostics > Options tab.
View tab
These settings can be found at Tools > Diagnostics > Log Files tab.
VOIP Accounts
These settings can be found at Configuration > VOIP > VOIP Accounts tab.
Brands
Options tab
| Setting | New Location | Notes |
|---|
| Brand Name | Manage > Brands > Options tab | |
| Company Website | Manage > Brands > Options tab | |
| Display logo on portal | Manage > Brands > Options tab | |
| Enable Community | Removed | Permissions on who can view the Community and create threads can be found at Manage > Brands > Permissions tab. To disable the Community, set permissions to Nobody. |
| Company Logo | Manage > Brands > Options tab | |
| Chat Link Style | Removed | By default, the chat link is displayed on the lefthand side of the Portal. |
| Host Headers (one per line) | Manage > Brands > Options tab | |
Portal Colors tab
These settings can be found at Manage > Brands > Portal Options tab.
Announcement tab
This section has been renamed and can be found at Manage > Brands > Custom Messages tab > 'Main Portal Announcement'.
SMTP tab
These settings can be found at Configuration > Email > SMTP tab. A dropdown menu is available at Manage > Brands > Options tab to choose which SMTP account to use for the brand. A new SMTP account can be created here as well.
VOIP tab
These settings can be found at Configuration > VOIP > Brand Configurations.
Custom CSS tab
This section has been renamed and can be found at Manage > Brands > Portal Options tab > 'Custom CSS Style Overrides'.
Community tab
| Setting | New Location | Notes |
|---|
| View Thread Restriction | Manage > Brands > Permissions | Renamed to 'View Community'. |
| New Thread Restriction | Manage > Brands > Permissions | Renamed to 'Create Community Threads'. |
| Categories | Manage > Brands > Community Categories | Renamed to 'Community Categories'. |
Departments
Options tab
| Setting | New Location | Notes |
|---|
| Brand Name | Manage > Departments > Options tab | Renamed to 'Brand'. |
| Department Name | Manage > Departments > Options tab | |
| Front Line Group | Manage > Departments > Options tab | |
| Language | Manage > Departments > Options tab | Renamed to 'Preferred Language'. |
| Enable live chat | Manage > Departments > Live Chat tab > New Chats in Portal | Live chat is enabled/disabled based on the permission of who can start new chats on the department's Live Chat tab. If set to Nobody, live chat will be disabled. |
| Enable ticket importing from POP | Configuration > Email > POP tab | Ticket importing from POP will be enabled when a POP account has been created for the Department. |
| Enable auto-responder | Configuration > Email > Autoresponders tab | To enable the autoresponder, edit the department listed and check Enable Autoresponder. |
Tickets tab
| Setting | New Location | Notes |
|---|
| Portal Submission Requires | Manage > Departments > Tickets tab | Renamed to 'New Tickets in Portal'. |
| Ticket Template | Manage > Departments > Tickets tab | Renamed to 'Custom Field Template'. |
| Survey To Offer | Manage > Departments > Tickets tab | Renamed to 'Survey to Offer When Closed'. |
| Auto-Close After | Manage > Departments > Tickets tab | |
| Auto-Lock After | Manage > Departments > Tickets tab | |
| Auto-Delete After | Manage > Departments > Tickets tab | |
| Enable tickets to be started in the portal | Removed | To disable tickets being started in the portal, set the 'New Tickets in Portal' permission on the Tickets tab to Nobody. |
| Enable automatic search of knowledge base when submitting a new ticket | Removed | This setting is enabled by default. |
| Require verified email address to start tickets | Removed | This can be enabled by setting the 'New Tickets in Portal' permission on the Tickets tab to Registered Users with Verified Email. |
| Send notification to customers when tickets are auto-closed | Manage > Departments > Tickets tab | |
| Include tickets with resolutions in auto-delete | Removed | This setting is disabled by default as tickets with resolutions have lasting value. |
| Require resolution to close tickets | Manage > Departments > Tickets tab | |
| Require all tasks to be completed to close tickets | Manage > Departments > Tickets tab | |
| Custom Message Before Ticket Submission | Manage > Departments > Custom Messages tab | Renamed to 'Before Ticket Submission'. |
| Custom Message After Ticket Submission | Manage > Departments > Custom Messages tab | Renamed to 'After Ticket Submission'. |
Live Chat tab
| Setting | New Location | Notes |
|---|
| Live Chat Template | Manage > Departments > Live Chat tab | Renamed to 'Custom Field Template'. |
| Estimated Wait Time | Manage > Departments > Live Chat tab | |
| Survey To Offer | Manage > Departments > Live Chat tab | Renamed to 'Survey to Offer After Chat'. |
| Enable chats to be started in the portal | Removed | Chat permissions can be set using the 'New Chats in Portal' field on the Live Chat tab. To disable live chats being started in the portal, set to Nobody. |
| Enable automatic search of knowledge base when starting a new chat | Manage > Departments > Live Chat tab | Renamed to 'Search Knowledge Base before starting a new chat'. |
| Custom Message Before Live Chat | Manage > Departments > Custom Messages | Renamed to 'Before Live Chat'. |
| Welcome Message | Manage > Departments > Custom Messages | Renamed to 'Agent Welcome in Live Chat'. |
| Custom Message After Live Chat | Manage > Departments > Custom Messages | Renamed to 'After Live Chat'. |
| Estimated Wait Time Message | Manage > Departments > Custom Messages | Renamed 'Waiting for Live Chat'. |
Call Logs tab
These settings can be found at Manage > Departments > Call Logs tab.
SMTP tab
These settings can be found at Configuration > Email > SMTP tab. A dropdown menu is available at Manage > Departments > Options tab to choose which SMTP account to use for the department. A new SMTP account can be created here as well.
POP tab
These settings can be found at Configuration > Email > POP tab. 'Who Can Start Email Tickets' replaces the setting for 'Allow new tickets to be submitted through email'.
Auto-Responder tab
These settings can be found at Configuration > Email > Autoresponders tab. The field for 'View Ticket Online Text' determines the hyperlink text for the 'View This Ticket Online' variable. It is enabled by default when that variable is used in the autoresponder body.
Groups
Options tab
| Setting | New Location | Notes |
|---|
| Department | Manage > Groups > Options tab | |
| Group Name | Manage > Groups > Options tab | |
| VOIP Extension | Configuration > VOIP > Extensions | |
| Allow agents to push pages to customers for live chats | Removed | This setting has been deprecated. |
| Allow agents to send files to customers for live chats | Removed | This setting is enabled by default. |
Agents tab popup
| Setting | New Location | Notes |
|---|
| Agent | Manage > Groups > Agents tab > Agent popup | |
| Round Robin | Manage > Groups > Agents tab > Agent popup | |
| Max Tickets | Manage > Groups > Agents tab > Agent popup | |
| Auto-Logout | Manage > Groups > Agents tab > Agent popup | |
| Enable ticket hand-off on auto-logout | Manage > Groups > Agents tab > Agent popup | Renamed to 'Hand-off on auto-logout'. |
| Enable administrator alert on auto-logout | Removed | System Events can be used to create this alert |
| Enable agents to receive tickets and live chats automatically upon logging in | Manage > Groups > Agents tab > Agent popup | Renamed to 'Automatically go active upon login'. |
| Enable live chat | Manage > Groups > Agents tab > Agent popup | |
Time Estimates tab
These settings can be found at Manage > Groups > Time Estimates tab.
Employees
Options tab
| Setting | New Location | Notes |
|---|
| Username | Manage > Employees > Options tab | |
| Authentication | Manage > Employees > Options tab | Renamed to 'Authentication Method'. |
| Authentication Domain | Manage > Employees > Options tab | |
| New Password | Manage > Employees > Options tab | |
| Confirm Password | Manage > Employees > Options tab | |
| Email Address | Manage > Employees > Options tab | |
| Display Name | Manage > Employees > Options tab | |
| Time Zone | Manage > Employees > Options tab | |
| Avatar Provider | Manage > Employees > Options tab | |
| Avatar | Manage > Employees > Options tab | |
| Avatar is approved for public display | Manage > Employees > Options tab | Renamed to 'Avatar approved'. |
| Enable Auto-subscribe to Threads this user participate in | Manage > Employees > Options tab | Renamed to 'Subscribe to community posts automatically'. |
| Send digest emails for subscribed community threads | Manage > Employees > Options tab | Renamed to 'Email summaries of subscribed community posts'. |
| Send email for new comments on community replies I participate in | Manage > Employees > Options tab | Renamed to 'Email comments of community posts in which I participate'. |
Roles tab
These settings can be found at Manage > Employees > Roles tab.
Custom Fields tab
These settings can be found at Manage > Employees > Custom Fields tab.
Web Interface tab
| Setting | New Location | Notes |
|---|
| Spell-Check Dictionary | Manage > Employees > Options tab | |
| Enable automatic reminder popup | Removed | This setting is enabled by default. |
Tickets tab
| Setting | New Location | Notes |
|---|
| Forward To | Manage > Employees > Tickets tab | Renamed to 'Forward To Address'. |
| Enabled checkbox | Removed | Forwarding is automatically enabled when an address is entered in the ‘Forward To Address’ field. |
| Allow Replies From | Manage > Employees > Tickets tab | Renamed to 'Other Emails Agent Replies From'. |
| Display waiting ticket counters in left tree | Removed | This setting is enabled by default. |
| Display ticket follow-up counters in left tree | Removed | This setting is enabled by default. |
Live Chat tab
| Setting | New Location | Notes |
|---|
| Agent Alias | Manage > Employees > Options tab | Renamed to 'Display Name for Chat'. |
| Max Active Live Chats | Manage > Employees > Live Chat tab | |
| Enable automatic live chat popup | >Manage > Employees > Live Chat tab | Renamed to 'Pop-up new chats automatically'. |
| Enable live chat notification sounds | >Manage > Employees > Live Chat tab | Renamed to 'Play chat sounds'. |
| Enable live chat in queue notification sounds | >Manage > Employees > Live Chat tab | Renamed to 'Play chat in queue sound'. |
| Block live chats while composing call logs | >Manage > Employees > Live Chat tab | Renamed to 'Block chat while composing call logs'. |
VOIP tab
These settings can be found at Manage > Employees > Options tab. The Phone Number fields have been renamed to 'Home Phone', 'Cell Phone', 'Work Phone' and 'Other Phone'.
Reporting tab
These settings can be found at Manage > Employees > Options tab.
Users
User configuration has been moved from the Settings area to one of the main menu icons: Users and Organizations. It is located between Call Logs and Tasks.
Options tab
| Setting | New Location | Notes |
|---|
| Username | Users and Organization > Options tab | |
| Authentication | Users and Organization > Options tab | Renamed to 'Authentication Method'. |
| Authentication Domain | Users and Organization > Options tab | |
| New Password | Users and Organization > Options tab | |
| Confirm Password | Users and Organization > Options tab | |
| Email Address | Users and Organization > Options tab | |
| Display Name | Users and Organization > Options tab | |
| Time Zone | Users and Organization > Options tab | |
| Avatar Provider | Users and Organization > Options tab | |
| Avatar | Users and Organization > Options tab | |
| Avatar is approved for public display | Users and Organization > Options tab | Renamed to 'Avatar approved'. |
| Enable Auto-subscribe to Threads this user participate in. | Users and Organization > Options tab | Renamed to 'Subscribe to community posts automatically'. |
| Send digest emails for subscribed community threads | Users and Organization > Options tab | Renamed to 'Email summaries of subscribed community posts'. |
| Send email for new comments on community replies I participate in | Users and Organization > Options tab | Renamed to 'Email comments of community posts in which I participate'. |
Roles tab
These settings can be found at Users and Organizations > Roles tab. Only system administrators can view/modify Roles for agents and users.
Custom Fields tab
These settings can be found at Users and Organizations > Custom Fields tab.
Roles
These settings can be found at Manage > Roles.
Field Definitions
These settings can be found at Configuration > Custom Fields > Fields tab. The 'Applies to only end-users and employees' has been replaced with a 'Applies To' field where you can choose whether the field definition applies to Data or People.
Templates
These settings can be found at Configuration > Custom Fields > Templates tab.
System Events
These settings can be found at Configuration > Events > Global tab. Default events are now denoted as 'Built-in (read only)'.
Employee Events
These settings can be found at Configuration > Events > Employees tab.
Supported Languages
These settings can be found at Configuration > Language and Locale > Supported Languages tab.
Translatable Strings
These settings can be found at Configuration > Language and Locale > Translatable Strings tab.
Live Chat Settings
Options tab
| Setting | New Location | Notes |
|---|
| Live Chat Requires | Removed | Live chat visbility is based on the Department level 'New Chats in Portal' setting. |
| Hand-off if No Initial Response | Configuration > Live Chat > Options tab | Renamed to 'Hand-off - no initial response'. |
| Hand-off if No Follow-up Response | Configuration > Live Chat > Options tab | Renamed to 'Hand-off - no follow-up response'. |
| Hand-off if Interface Closed | Configuration > Live Chat > Options tab | Renamed to 'Hand-off - agent disconnected'. |
| Distribute chats via Round Robin | Configuration > Live Chat > Options tab | |
| Allow users to send attachments during live chat | Configuration > Live Chat > Options tab | Renamed to 'Allow end users to send attachments'. |
| Disable live chat outside of business hours | Configuration > Live Chat > Options tab | Renamed to 'Disallow new chats outside of business hours'. |
| Show sticky user comments in agent chat window | Removed | This setting is enabled by default. |
| Show live chat number at the beginning of a live chat | Removed | This setting is enabled by default. Live chat number will be displayed in emailed transcripts as well. |
| Department Selection Text | Manage > Brands > Custom Messages tab | Renamed to 'Department Selection Message for Live Chats'. |
Service Quality tab
| Setting | New Location | Notes |
|---|
| In Queue Sound | Configuration > Live Chat > Notifications tab | |
| Idle Sound | Configuration > Live Chat > Notifications tab | |
| Idle Warning After | Configuration > Live Chat > Notifications tab | This setting has been combined with 'Idle warning sound'. |
| Idle Warning Sound | Configuration > Live Chat > Notifications tab | |
| Idle Critical After | Configuration > Live Chat > Notifications tab | This setting has been combined with 'Idle critical sound'. |
| Idle Critical Sound | Configuration > Live Chat > Notifications tab | |
| Duration Warning After | Configuration > Live Chat > Notifications tab | Renamed to 'Duration warning'. |
| Duration Critical After | Configuration > Live Chat > Notifications tab | Renamed to 'Duration critical'. |
Translations tab
These settings can be found at Configuration > Connected Servies > Integrations tab. The setting 'Auto Translation Method' has been renamed to 'Translation Provider'.
Live Chat Links
These settings can be found at Configuration > Live Chat > Live Chat Links tab.
Portal Settings
Options tab
| Setting | New Location | Notes |
|---|
| Max Feed Items | Configuration > Connected Services > Integrations | Renamed to 'Max External Feed Articles' |
| Display user login form | Manage > Brands > Portal Options tab | Renamed to 'Enable login form'. |
| Display live chat in portal | Manage > Brands > Portal Options tab | |
| Enable new user registration | Manage > Brands > Portal Options tab | |
| Require visitors to pass CAPTCHA when registering | Configuration > Security > Options tab | Renamed to 'Enable CAPTCHA'. When enabled, a CAPTCHA will appear when registering a new account and submitting a new ticket (if the user's email address isn't verified). |
| Enable users to change email address | Manage > Brands > Permissions tab | Renamed to 'Allow users to change email address'. |
| Enable users to change phone number | Manage > Brands > Permissions tab | Renamed to 'Allow users to change profile information' |
| Enable users to change passwords | Manage > Brands > Permissions tab | Renamed to 'Allow users to change password'. |
| Allow users to upload custom avatars | Manage > Brands > Permissions tab | |
| Require approval for custom avatars | Manage > Brands > Permissions tab | |
| Enable Gravatar support for automatic avatars | Manage > Brands > Portal Options tab | |
| Display social network links | Manage > Brands > Portal Options tab | |
Tracking tab
| Setting | New Location | Notes |
|---|
| Google Analytics Site ID | Configuration > Connected Services > Integrations tab | |
| Enable tracking of portal visitors using Google Analytics | Removed | Tracking is automatically enabled when a value is entered in the ‘Google Analytics Site ID’ field |
External Feeds tab
These settings can be found at Configuration > Connected Services > External Feeds tab.
Knowledge Base
Options tab
| Setting | New Location | Notes |
|---|
| Items Stale After | Configuration > Management Interface > Knowledge Base tab | |
| Enable feedback | Manage > Brands > Permissions tab | Use the dropdown to determine which roles have permission to add feedback to KB articles. |
| New feedback starts out moderated | Manage > Brands > Permissions tab | |
| IP Blacklist (one per line) | Configuration > Security > Blacklist tab | |
Custom Links
These settings can be found at Manage > Brands > Custom Links tab.
Outgoing
These settings can be found at Tools > Spool > Outgoing tab.
Incoming
These settings can be found at Tools > Spool > Incoming tab.
Ticket Settings
Options tab
| Setting | New Location | Notes |
|---|
| View Ticket Requires | Removed | Ability to view tickets in the Portal is determined by the permissions for Portal and email submission. |
| New Ticket In Portal Requires | Manage > Departments > Tickets tab | Renamed to 'New Tickets in Portal'. |
| New Ticket From Email Requires | Configuration > Email > POP tab | Renamed to 'Able to Start Tickets'. |
| Max Messages in Replies | Configuration > Tickets > Options tab | |
| Stop Idle Events After | Configuration > Tickets > Options tab | |
| Agent Transfer Selection | Configuration > Tickets > Options tab | |
| Auto Save Frequency | Configuration > Tickets > Options tab | |
| Enable specific date selection for follow-ups | Removed | This setting is enabled by default. |
| Enable ticket idle time reset when call log is added | Removed | This setting is enabled by default and, when it occurs, is noted on the History tab |
| Enable transferring tickets to inactive agents | Removed | This setting is enabled by default. |
| Enable transferring tickets to another instance | Removed | This setting is enabled by default when any external instances are defined. |
| Enable ticket response time report data to be calculated based on business hours | Removed | This setting is enabled by default. |
| Display user comment on ticket | Removed | This setting is enabled by default. |
| Disable end users' ability to close tickets | Removed | End users can not close tickets but can indicate that a ticket should be closed. |
| Enable duplicate address check when importing tickets | Configuration > Email > Options tab | Renamed to 'Filter duplicate incoming emails'. |
Service Quality tab
These settings can be found at Configuration > Tickets > Timing tab.
Portal tab
| Setting | New Location | Notes |
|---|
| Max Uploads for New Tickets | Removed | The max uploads for new tickets is set to 3 by default. To disable users from uploading attachments at ticket submission, delete all extensions from the 'Allowed extensions for end user file uploads' setting found at Configuration > Security > Uploads tab. |
| Enable attachments when submitting tickets | Removed | To disable users from uploading attachments at ticket submission, delete all extensions from the 'Allowed extensions for end user file uploads' setting found at Configuration > Security > Uploads tab. |
| Enable CAPTCHA when submitting tickets | Configuration > Security > Options tab | Renamed to 'Enable CAPTCHA'. When enabled, a CAPTCHA will appear when registering a new account and submitting a new ticket (if the user's email address isn't verified). |
| Display option to send ticket list by email in portal | Manage > Brands > Portal Options | |
| Department Selection Text | Manage > Brands > Custom Messages | Renamed to 'Department Selection Message for Tickets'. |
Email tab
| Setting | New Location | Notes |
|---|
| Default Encoding | Configuration > Email > Options tab | |
| Delete Failed Emails After | Configuration > Email > Options tab | |
| Reply Line Prefix | Removed | The default prefix for ticket replies is '>'. |
Raw Content tab
These settings have been renamed and can be found at Configuration > Email > Options tab > Delete Raw Content After.
Servers tab
| Setting | New Location | Notes |
|---|
| Base URL | Configuration > Connected Services > SmarterTrack Connections tab | Renamed to 'SmarterTrack Base URL'. |
| Username | Configuration > Connected Services > SmarterTrack Connections tab | Renamed to 'Admin Username'. |
| Password | Configuration > Connected Services > SmarterTrack Connections tab | Renamed to 'Admin Password'. |
| Enabled checkbox | Removed | An external SmarterTrack instance is enabled by default when configured. |
Signatures
These settings can be found at Configuration > Tickets > Signatures tab.
Rebalance Rules
These settings can be found at Configuration > Tickets > Rebalance Rules tab.
Quality Control
These settings can be found at Configuration > Tickets > Quality Control tab.
Who's On Settings
Options tab
| Setting | New Location | Notes |
|---|
| Purge Idle Users | Removed | Idle users are removed at 15 minutes. |
| Enable Who's On | Configuration > Who's On > Options tab | |
Invitation tab
| Setting | New Location | Notes |
|---|
| Invitation Ignored After | Removed | Invites are automatically considered ignored after 2 minutes of being viewed by the end user. |
| Horizontal Alignment | Configuration > Who's On > Invitation tab | |
| Horizontal Offset | Configuration > Who's On > Invitation tab | |
| Vertical Alignment | Configuration > Who's On > Invitation tab | |
| Vertical Offset | Configuration > Who's On > Invitation tab | |
| Enable absolute page position on invitations | Configuration > Who's On > Invitation tab | |
Who's On Filters
These settings can be found at the Who's On section. Click on the Who's On menu icon. In the navigation pane toolbar click Actions > Add Filter.
Licensing
These settings can be found at Configuration > Licensing.
Self Diagnostic
This functionality can be found in the content pane toolbar at Tools > Diagnostic.