What's New April 2019

In this article:

CommTrak Support Centre  New (preview)

Data Sheets major Update  Major Update

Customer Portal Updates  Major Update

Projects Module  New Module

Tickets Module Updates  Change 

All New CommTrak Calendar  Major Update

CommTrak Security Enhancements  Major Update

Permissions Updates  Change 

SMS Pricing Update  Change 

CommTrak Support Centre

You are currently using the CommTrak Support Centre, which is currently in 'Preview', but almost ready to be officially announced; please have a look around!

We are still updating the resources in the Support Centre and, although it's almost complete, there are a few articles to be added. We hope that you will find the Support Centre much easier to navigate and read than the current  User Guide but, as always, we welcome your feedback.

Upon the official announcement of the CommTrak Support Centre, the User Guide link, located at the bottom of the CommTrak main menu, will be replaced with a Support Centre link.

Data Sheets Major Update

  1. A data sheet may have multiple (3) levels for more detailed and guided responses. 
  2. Customers, when authorised, can securely access data sheets via the Customer Portal.  
  3. By default, access to the Customer Portal is only via 2FA, with access being provided via the customer contact record.    
  4. The customer can use a data sheet to place basic orders, complete questionnaires or service requests, or complete data collection requests.  
  5. A completed data sheet can be signed online and, once submitted, a Ticket automatically created for management and tracking. (You must have at least one ‘Tickets-from-Email’ address configured).
  6. A live data sheet URL can be embedded into an email template for the customer to complete.  
  7. Data sheets can have HTML templates created to represent any look and feel that you desire. Templates are created using the recently released Template Tool Kit – The CommTrak Graphics team can assist with this. (If you require terms and conditions to be related to a data sheet, a specific HTML template should be created to convey these to the customer.)
  8. Historical data on the interactions with the data sheet are recorded and available for viewing. 
  9. Data sheets have a specific identifier (DS XXX).

The image below, shows a CommTrak Data Sheet

  1. Viewed as a CommTrak user from within CommTrak
  2. Viewed as an external, non-CommTrak user

Customer Portal

  • Security has been improved, with Two-Factor authentication (2FA)
  • Customers now have access to Data Sheets through the portal

See the Customer Portal section of the Support Centre for more information.

Projects Module

The Projects module will be activated in your CommTrak once you have received training.

This new module is designed to act as a holistic overview and serve as a central location for Workflows, Tickets, Jobs and Leads, in the context of a single or multi-site project. The Projects module is designed to allow for the agile planning and management of tasks which fall outside the predictability and structure of workflows.

You can use Projects for both external customer related projects, as well internal projects which require visibility across multiple departments.  

 Please contact CommTrak Support to book a training session.

Tickets Module

  • Ticket Subtypes for better identification of the reason for a Ticket submission.
    • Configured in Settings > Ticket Settings > Ticket Types. Select a Type, then add Subtypes as required.
    • Useful for refined reporting of Tickets: Reports > Tickets Reports > Ticket Type 
  • Additional Search Filters
    • The Active Tickets screen now displays a comprehensive search section with additional criteria.
  • Active Ticket Search & Reassignment
    • Having filtered the Active Tickets list using the improved Search features, you can now bulk reassign tickets to Departments/Staff (permission-based)

See the Tickets section, and the What's New in Tickets, April 2019 article, for more information about these features.

All New CommTrak Calendar

The CommTrak calendar has a fresh new look, and has new features including:

  • Multiple views: Day, Week, Month, Event List
  • Event adjustment for time-zones
  • Calendar invitations

Don't forget that the CommTrak calendar can be configured to synchronise events with Outlook.

For more information, please see the following Support Centre articles:

CommTrak Security Enhancements

  • Two Factor Authentication (2FA)
  • IP Address Recognition
  • Password Complexity Requirements

See the Support Centre article, Signing In to CommTrak for more information about the CommTrak-user experience.

Please note that, for security reasons, the above settings are not documented in the CommTrak Support Centre. Please refer to the April 2019 Newsletter, or contact CommTrak Support for details.

Permissions

  • Permissions can be specified for individual CommTrak Reports
  • Data Sheet permissions have been enhanced
  • Projects module permissions have been added

For  security reasons, CommTrak permissions are not documented in the CommTrak Support Centre. Please refer to the April 2019 Newsletter, or contact CommTrak Support for details.

SMS Pricing Update

CommTrak SMS pricing has been updated; if you are already using the SMS feature in CommTrak, please view the online store for updated pricing, or, contact CommTrak Support for more information about the SMS feature.