---
title: "Tracks"
slug: "tracks"
updated: 2025-06-16T20:18:59Z
published: 2025-06-16T20:18:59Z
canonical: "docs.team-tracks.com/tracks"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.team-tracks.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Tracks

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.

> [!TIP]
> 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:

1. **Log in** to TeamTracks.
2. **Switch to the Admin Interface.**
3. **Navigate to the Tracks page** from the left navigation pane.

The **Tracks page** displays all existing Tracks in a table format.

![](https://cdn.document360.io/31abc2bc-21c1-457d-a88c-27afd2eed7d6/Images/Documentation/image(234).png)

#### **Creating a New Track**

1. Click **"Create New"**.
2. Enter a **unique Name** for the Track.
3. **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](https://docs.team-tracks.com/docs/send-email#email-body) to learn more about the usage.
4. **Description**(optional): You can provide a brief description of the Track for better clarity.
5. **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](https://docs.team-tracks.com/docs/overview-4#comment-visibility) about comment visibility
6. **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.
7. **Tags** (Optional):
  - Add existing tags to label and categorize the Track.
8. Click **Create.**

![](https://cdn.document360.io/31abc2bc-21c1-457d-a88c-27afd2eed7d6/Images/Documentation/image(235).png)

#### Cloning an Existing Track

You can duplicate an existing Track using the **Clone** feature.

1. Click the **"Clone"** button next to the Track you want to duplicate.
2. Enter a **unique name** for the new Track.
3. To copy role privileges to the new Track, enable the checkbox **"Add to Same Roles."**
4. 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.

![](https://cdn.document360.io/31abc2bc-21c1-457d-a88c-27afd2eed7d6/Images/Documentation/image(236).png)

### 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:

1. Click the **"Edit"** button on the Fields page.
2. Modify the **name, email short code, description, and other settings** as needed.

> [!WARNING]
> ⚠️**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**.

![](https://cdn.document360.io/31abc2bc-21c1-457d-a88c-27afd2eed7d6/Images/Documentation/image(243).png)