Dotnetpanel Forums

SmarterTools forum topic: http://www.smartertools.com/forums/t/15749.aspx?PageIndex=1 

Looks very interesting dont You think? 

Oh man. SmarterTools guys done it again. The user interface looks perfect.

Looks very good, also looks like it might have external user auth

If it could be intergrated with DNP Users that would be great

GrZeCh:

If it could be intergrated with DNP Users that would be great

It can't be so hard if they are using ASP.NET Membership Provider as I guess DNP is using the same as well...

I'm excited.  I work with kayako on a heavy daily basis.  But this seems to be extremely well organized from the screenshots.

Jack 

 More Details, also got some details about SmarterMail 5

http://www.smartertools.com/landing/upcomingproducts/track3.aspx

Hello -

I am Jeff Hardy from SmarterTools.

We are very glad that you like the work we have done so far.  Our team is working night and day to get the product ready.  I wanted to answer a couple of the questions from above:

First, we are changing and adding so much that the product is getting a name change--to SmarterTrack.

SmarterTrack will be able to authenticate against external data bases--pretty cool.  You will even be able to auto-populate fields (and custom fields) if you want.  This ensures that agents get the best and most complete data in real time--even before they need it.

As with all of our products, SmarterTrack will extensively make use of available Web services--so making calls and installs from control panels should not be a problem.

These screen shots are great, but we are designing the interface using our new core technology that we call STInterfaceFramework that we will roll out across our product line.  SmarterTrack will be fully skinnable-agent side and customer-side.

You are going to LOVE the automatic KB and Ticket searching and Live Chat features! 

The reporting is amazing.  Our new reporting technology will give business-types power over their operations.  As Hosting companies and other add products, features, and services (SaaS) you will be able to accurately track and report on the support activity and costs of each individual item.

There is a bunch more coming.  Look for more announcements and let me know if you have any questions.

Jeff Hardy
Vice President of Business Operations
SmarterTools

jeffhardy:

SmarterTrack will be able to authenticate against external data bases--pretty cool.  You will even be able to auto-populate fields (and custom fields) if you want.  This ensures that agents get the best and most complete data in real time--even before they need it.

So if I understand correctly, SmarterTicketTrack can communicate for instance with DNP user database so customers don't have to logon seperately to ST to submit a support ticket?

Would it maybe be possible to fetch certain info about the user from the DNP database, so the ST agent immediately has the customers phone number, knows which domains the customer has and so on? But I am probably a bit optimistic

As with all of our products, SmarterTrack will extensively make use of available Web services--so making calls and installs from control panels should not be a problem.

Maybe you can liase with the DNP crew for a tight integration with DNP? As certain DNP customers have been asking for a support module. As good as the DNP guys are, I guess it would take too much time to develop a support module with the same functionality as ST. So I guess both parties might benefit from it? And as DNP licenses are delivered with free SmarterTools licenses, I think it would be a nice opportunity to convince DNP users to use ST applications.

BTW, we are using the current ST too, and are looking forward to the new version!

In short, yes.

SmarterTrack will have the ability to not only authenticate against third-party data bases, it will be able to pull data and display that customer data/populate fields with that data for either the customer, the agent, or both.  So if an existing customer signs on you can configure your instance of SmarterTrack to auto-populate The customer's name and company (for example)--and when the ticket arrives at the agents screen it can display operating system, server configuration, and start date (or whatever information you want).

As the customer types his chat or ticket, the new STindexingEngine will start displaying possible solutions in real time.  When the ticket arrives at the agents screen it can display suggested KBs, similar active tickets (by topic), and/or similar resolved tickets for the agent.  The new STIndexingEngine is so fast that it can search hundreds of thousands of KBs and Ticket for solutions in a fraction of a second.

Although I have not yet contacted the DNP team on this, I have been assigned the task of doing just that.  :-)

Be well,

Jeff Hardy
Vice President of Business Operations
SmarterTools

Can You tell us something about upgrading from SmarterTicket to SmartertTrack ( $ ;) ) ?

I LOVE all of the questions!  We are getting a lot of inquiries in other forums, email, and blogs (etc.) as well.

Even thought SmarterTrack is built from the ground up as an entirely new product, we are going to allow existing SmarterTicket customers a direct upgrade path with regard to cost that is similar to a simple major version upgrade (see our pricing policies).  The new databases and configurations will require some manual hand-holding to load existing KBs, etc.  The extent of which is yet to be determined.

Jeff Hardy
Vice President of Business Operations
SmarterTools

so maybe another question :) when do You plan to release final versions of SmarterMail 5 and SmarterTrack?

Company policy--we do not issue specific release dates.  But we will not be shy when we have something concrete.  The number one priority is to build great software.  :-)

That said, the best way to keep track of the progress is through our Beta forums (coming soon) and the Preview Landing page we created:

Forums - http://www.smartertools.com/forums/

Landing page - http://www.smartertools.com/landing/upcomingproducts/overview.aspx

SmarterMail will come first, and it will not be very long.

Jeff Hardy

Does anyone tryed to use/modify webservice from this post:

    http://www.smartertools.com/forums/t/17638.aspx

? 

EDIT: I was trying make this work with DNP enterprise webservice but I'm getting this error:

System.Web.Services.Protocols.SoapException: Server was unable to process request. ---> System.ServiceModel.Security.MessageSecurityException: The HTTP request is unauthorized with client authentication scheme 'Anonymous'. The authentication header received from the server was 'Basic Realm="DNP Enterprise Server",Negotiate,NTLM'. ---> System.Net.WebException: The remote server returned an error: (401) Unauthorized.