A Track in TeamTracks serves as the framework where all related custom data, views, automation, and reporting are configured together. It serves as the foundation for organizing and managing different workflows efficiently.
Example: Ticketing Process
If you’re setting up a ticketing process, you can create a Track specifically for it. Within this Track, you can:
Define essential fields like Ticket Number, Issue Description, Issue Type, and Assigned To.
Create actions, such as automated email notifications to notify stakeholders.
Set up automation, like:
A trigger to remind the assigned agent if a ticket remains unresolved.
A priority-based trigger to highlight urgent tickets.
Build necessary charts, reports, filters, and views related to ticket management.
Why Tracks Matter?
To access most features in TeamTracks, you must create a Track. The workflow always begins by selecting a Track and then proceeding to configure the required elements within it.
Tracks can be associated with multiple teams, but each Track has a unique name and should be unique.
Some features, like dashboards and client portal configurations, are independent of Tracks.
Define a Track
To create a new Track, follow these steps:
Log in to TeamTracks.
Switch to the Admin Interface.
Navigate to the Tracks page from the left navigation pane.
The Tracks page displays all existing Tracks in a table format.
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Creating a New Track
Click "Create New".
Enter a unique Name for the Track.
Email Short Code (optional):
This field is useful for email actions.
If your Track name is too long, the Email Short Code can be used as a shorter reference in email subjects. Click here to learn more about the usage.
Description(optional): You can provide a brief description of the Track for better clarity.
Default Comment Visibility:
Choose whether comments in this Track should be Public or Private:
Public: Visible to both agents and clients.
Private: Visible only to agents.
Comment visibility can also be adjusted at the View and Agent Role level. Learn more about comment visibility
States(Required):
You must add at least one state to create a Track.
You can define additional states now or later.
When adding a State to a Track, you can assign colours for better visual distinction. There are two ways to do this:
Manually assign colours using the colour picker
Auto- assign colours
Click "Edit" (located in the top-right corner above the states).
Select "Auto-Assign State Colours" to randomly assign colours to all states.
Tags (Optional):
Add existing tags to label and categorize the Track.
Click Create.
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Cloning an Existing Track
You can duplicate an existing Track using the Clone feature.
Click the "Clone" button next to the Track you want to duplicate.
Enter a unique name for the new Track.
To copy role privileges to the new Track, enable the checkbox "Add to Same Roles."
Click "Clone" to complete the process.
When you clone a Track, all its elements—including fields, automation, views, and other dependencies—are copied into the new Track. This allows you to reuse existing configurations faster setup.
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Managing Track
Once a Track is created, clicking on its name will open the Fields page, displaying all the fields associated with the Track.
Editing Track Configuration
To update Track settings:
Click the "Edit" button on the Fields page.
Modify the name, email short code, description, and other settings as needed.
⚠️ Note:
If you change the Track Name or Email Short Code after setting up email actions, ensure that you update the email subjects where these values are referenced. This ensures that incoming emails are properly captured.
Additional Configurations in Edit Track
ID Field
Define which field should be used to uniquely identify objects created under this Track.
By default, the system generates a Unique Title, but you can change this to any custom field that is a unique field.
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