A brand is the top level of the SmarterTrack help desk. For smaller companies, the brand is just another name for the company itself, so there may only be one brand in SmarterTrack. However, companies with different divisions may want to use SmarterTrack to manage all company communications, separately, for all divisions. In addition, some companies have different brands that specialize in specific products and/or clientele. SmarterTrack can accommodate all of these scenarios by allowing companies to set up separate brands without having to install multiple different instances of SmarterTrack. In addition, agents can work with customers in each brand separately, and customers of each brand can access customized and brand-specific Web portals.
Features that support branding include tickets, live chats, knowledge base articles, news items and the portal interface, as well as department and group creation. That means that each brand can have its own set of departments and groups, and agents within those brand-specific departments and groups.
There are two steps to take when creating a new brand: 1) adding a new brand within SmarterTrack and 2) binding that new brand within IIS. NOTE: Utilization of brands requires the usage of host headers in IIS. For more information on host headers in regards to brands, refer to KB article Create Host Headers for Use with Brands.
Applies to SmarterTrack 11.x-12.x
Follow these steps to add a new brand to SmarterTrack:
- Login to the SmarterTrack management interface as a system administrator.
- Click the Settings icon.
- Expand the Manage folder in the navigation pane.
- Click Brands. A list of the available brands will load in the content pane.
- Click New in the content pane toolbar.
- Enter your brand name and host header information.
- Click Save.
- Your screen will refresh and you will now have multiple tabs available to configure your brand.
- Once you have made all the configurations you want, click Save.
Follow these steps to bind your new brand within IIS:
- On the server where SmarterTrack is installed, open IIS.
- Locate and select the SmarterTrack site.
- In the Actions pane, select Bindings.
- Create a new binding for HTTP (and HTTPS, if applicable), ensuring the host name field matches the host header that was specified during the brand creation in SmarterTrack.
Applies to SmarterTrack 6.x - 10.x
Follow these steps to add a new brand to SmarterTrack:
- Log in to the SmarterTrack management interface as a system administrator.
- Click the settings icon.
- Expand the System Settings and Organization folders in the navigation pane.
- Click Brands. A list of available brands will load in the content pane.
- Click New in the content pane toolbar.
- Complete all of the fields on the Options tab.
- Click the Host Headers tab and enter in the host header(s) for the new brand.
- Click Save.
All other settings are optional. For more information, please refer to the Brands page in the SmarterTrack Online Help.
Learn more about SmarterTrack’s helpdesk system, which includes live chat, a self service portal and knowledge base software.