What's New February 2023

Jobs / Tickets

Customers

General

Settings

When this feature is enabled in your CommTrak, each Job and Ticket Note is assigned a unique ID and a link (URL), which can be copied and shared with other CommTrak users within your organisation (for example, via email or messaging application).

This feature is disabled by default, and can be enabled in CommTrak settings. Please see the Jobs / Tickets Note Settings section in this article for information about the settings.

The unique Note ID is displayed in the header of each note, as highlighted in the following example image, which shows a Ticket Note:

Clicking the copy link icon (adjacent to the Note ID, highlighted in the previous image) copies the Note's unique URL into your device's clipboard. The link can then be shared by pasting into the required application.

When using a Ticket Note URL (e.g by clicking it when received in a messaging application), the Ticket summary, as shown in the following image, will be displayed in a new browser tab:

Clicking the Ticket summary will display the Ticket either in a new browser tab or in a pop-up browser window, as per the user's CommTrak preferences. The Ticket tab (or window) will automatically scroll to the relevant note.

When using a Job Note link, the Job screen is opened in a new browser tab, and the window automatically scrolls to the relevant note.

For both Tickets and Jobs, the linked note will be highlighted with a yellow border, as shown in the following image:

The highlighted border assists with rediscovery of the linked note whilst scrolling through notes, as the linked note will remain highlighted until the browser tab / window is updated or closed.

Customers

Customer Tabs - Column Customisation & Sorting

Column customisation within key Customer tabs is now available. This enables each CommTrak user to display (and sort by) the columns that are relevant to their role or current need.

The tabs in which customisation and sorting are available are:

  • Leads
  • Workflows
  • Tickets
  • Jobs
  • Telesales

The availability of column customisation in the Projects module is currently under development.

The following customisations can be made:

  • Columns can be Always Visible, Hidden, or displayed only in the Expandable Area
  • A column can be sorted based on the column's contents (i.e. alphabetically, numerically, etc.)

For example, when viewing a Customer's Leads tab, a CommTrak user in a sales role may wish to make the Follow-Up and Forecast fields Always Visible, and sort by Follow-up date:

As visible in the previous image, this provides a chronological list of Leads, based on the Follow-Up date, displays the Forecast date, which will assist with planning follow-up calls, and also aids in easily identifying Leads that do not have the all-important Forecast date assigned!

Although the customisations are applied by pressing the red Select columns to display icon in the Active list (visible top-left of the list in the previous image), the customisations also apply to all lists visible on the screen (e.g. Previous Leads on the Leads tab, and Cancelled and Closed Workflow cases on the Workflow tab).

IMPORTANT: Column customisations are configured by each user (for themselves only), and customisations are remembered (i.e. customisations are retained when leaving the screen, and later returning).

Reminder: All column customisations (and other per-user customisations) are reset to default for a user if a CommTrak Supervisor presses the Reset Preferences button in the user's settings. A warning is displayed prior to resetting, but typically this administrative reset feature should only be used when advised by CommTrak Support.

For further information about column customisation features, please refer to the Support Centre article:

General

Browser Tab Labelling

Previously, when viewing any screen in CommTrak, the browser tab would either be labelled CommTrak, or other custom label as configured in your CommTrak's settings.

Where appropriate, tab labels now reflect the content of the current tab. For example:

When viewing a Customer profile (or any of the tabs for a customer), the company name is displayed in the tab:

Ticket tabs display the Ticket ID and Company name:

Similarly, Job tabs display the Job ID and Company name:

Screen Layout Consistency Across Modules

Standardisation in the layout of Customer tabs is being implemented across CommTrak, and although there is no change in available features, users will notice a change in the 'flow' of using some features.

Key changes

Tickets - Viewing / Modifying

When a Ticket is viewed from the Active Tickets screen (Tickets, on the main CommTrak menu), the user's preference for displaying the Ticket in either a pop-up window or new tab is respected.

However, when a Ticket is viewed or created from the Customer's Ticket tab, the top section of the Tickets screen is collapsed, and the selected (or new) Ticket is displayed in the bottom section of the screen (in the current tab). The following image shows a Ticket being viewed from a Customer's Tickets tabs:

Note (1) in the previous image - this collapsed section can be expanded to show the main Tickets information for this Customer.

Note (2) - the Add Note button has been moved from the below the New Note text field, and is now located in the pinned button section at the bottom of the screen. This ensures that the New Note button can easily be located, and is not 'lost' when scrolling through the notes section of a Ticket.

Reminder: The Add Note button saves changes to the current Ticket details fields (the top section of a Ticket) and adds the note. The Save button only saves changes to the current Ticket details fields.

Customer Jobs Tab

The Customer's Jobs tab has been updated to reflect the standard layout of similar tabs within CommTrak.

Active, Closed and Cancelled Jobs are now displayed in their own sections on this screen, and the New Job button is also located in its own section at the top of the screen:

As with Tickets, when adding, viewing or modifying a Job, the top section of the tab (New Job, and Ticket lists) is now collapsed, and the Job is displayed in its own section. The top-most section can be expanded or collapsed as required:

The previous image shows the Customer's Jobs tab when viewing a Job. Whilst viewing or creating a new Job, the top-most section can be expanded (highlighted in previous image) to view the Ticket lists or create a new Job.

Customer Name in ToDo Summary

Company Name column has been added to the ToDo Summary Panel. If the ToDo has not been assigned to a Customer, the Company Name field will be blank:

See Support Centre article Summary Panels for further information about the use and configuration of Summary Panels

Settings

Job / Ticket Note Settings

By default, Note IDs are not displayed. To enable them, the settings are:

Jobs
  • Settings > Ticket Settings > Miscellaneous > Show note ID in Job notes
Tickets
  • Settings > Jobs Settings > Miscellaneous > Show note ID in Ticket notes

Once enabled, Job / Ticket Note links can be accessed as detailed in the Job & Ticket Note ID / Note Links section of this article.

Component Prefix Label Settings

Each of the components within CommTrak has a default prefix assigned to it (e.g, TK for Tickets, JB for Jobs, PR for Projects, etc). Although we strongly recommend retaining the default prefixes, it is possible to edit them if needed. For example, if you would like to change a CommTrak label prefix to match an existing naming convention within your organisation, you can do so.

Please contact CommTrak Support prior to changing prefix labels, so we are aware of any impending changes.

Component prefix settings are located in: Settings > General Settings > Prefix Labels

Update the prefix(es) as required, and press the Save button.