This article applies to SmarterTrack 14.x and earlier. View articles for
recent versions.
On occasion, an agent may need to view all of the tickets or live chats that are associated to a specific customer. Agents may utilize the User Details functionality by clicking on a user's email address in the ticket or live chat header. This will open a popup window containing all communications and user details. In addition, agents may also search by tickets or live chats to pull all items assigned to their email address.
Applies to SmarterTrack 11.x-12.x
Searching for a Customer's Tickets
Follow these steps to search for all of the Tickets associated to a specific customer:
- Log in to the SmarterTrack management interface as an Administrator or Agent.
- Click the Tickets icon.
- Click Advanced Search.
- In the Email Address field, type the customer's email address.
- Adjust the Date Range field to encompass the dates the search covers.
- Click Search.
Searching for a Customer's Live Chats
Follow these steps to search for all of the Live Chats associated to a specific customer:
- Log in to SmarterTrack as an Administrator or Agent.
- Click Management Interface in the portal.
- Click the Live chat icon.
- Click Advanced Search.
- In the Email Address field, type the customer's email address.
- Adjust the Date Range field to encompass the dates the search covers.
- Click Search.
Applies to SmarterTrack 7.x - 10.x
Searching for a Customer's Tickets
Follow these steps to search for all of the Tickets associated to a specific customer:
- Log in to the SmarterTrack management interface as an Administrator or Agent.
- Click the Tickets icon.
- Click Advanced Search.
- In the Email Address field, type the customer's email address.
- Adjust the Date Range field to encompass the dates the search covers.
- Click Search.
Searching for a Customer's Live Chats
Follow these steps to search for all of the Live Chats associated to a specific customer:
- Log in to SmarterTrack as an Administrator or Agent.
- Click Management Interface in the portal.
- Click the Live chat icon.
- Click Advanced Search.
- In the Email Address field, type the customer's email address.
- Adjust the Date Range field to encompass the dates the search covers.
- Click Search.
For more information, please refer to the SmarterTrack Online Help.
Learn more about SmarterTrack’s email ticket system and how it will help you improve your customer service.