What's New September 2026

Tickets

• Ticket Seen By

Invoicing

• Invoice To

Jobs

• Job Description HTML Editor

Documents

• Document Extension Preservation

Reports

• Conversation Events in the Staff Activity Report

Software and Services (SaS)

• SaS Settings Navigation Update

API Endpoints

• Workflow Task Endpoint
• Job Creation Endpoint

Tickets

Ticket Seen By

The Seen By history on a ticket is now retained when the ticket is closed or cancelled. This provides a permanent record of the users who viewed the ticket while it was open.

Once a ticket is closed or cancelled, opening it no longer adds further names to the Seen By list. The Unread button is also no longer shown for closed or cancelled tickets.

For more information about viewing ticket details, including the Seen By feature, please refer to the following Support Centre article:

• Creating / Modifying a Ticket

Invoicing

Invoice To

CommTrak now includes an Invoice To field across Leads, Projects, Jobs, Tickets, Workflow and Inventory Orders. This allows work or inventory to be invoiced to a different customer or partner when required, rather than always invoicing the customer attached to the record.

Related records can also be moved to the selected invoicing party. This supports workflows where a partner, parent organisation or another customer is responsible for payment.

For more information about this feature, please see the following Support Centre article:

• Invoice To

Jobs

Job Description HTML Editor

Job descriptions now provide an HTML editor, allowing formatted text and pasted images to be included in the description. The editor expands to accommodate the content entered.

This makes it easier to add visual information - such as screenshots, photos or copied diagrams - directly to a Job description.

The formatted Job description, including images, is displayed in emailed Job cards and technician emails, helping ensure that technicians receive the same clear, detailed information recorded in CommTrak.

For more information about editing Jobs, including the Job Detail field, please refer to the following Support Centre article:

• Job Details

Documents

Document Extension Preservation

When renaming a document, users can no longer change its file extension. For example, a document saved as a .pdf remains a .pdf after its name is changed.

This prevents accidental changes to document types, which could previously cause incorrect file icons or confusion about how a document should be opened.

Reports

Conversation Events in the Staff Activity Report

The Staff Activity Report now includes four Conversation-related events under the Conversations activity type. These events can be added to the report by selecting Conversations in the Specified Activity criterion:

This makes it possible to report on staff activity associated with Conversations alongside the existing activity types in CommTrak.

The Conversations events are displayed with the Activity Type of Conversations with the detail being displayed in the Comments column of the report:

Services and Software (SaS)

SaS Settings Navigation Update

Immediately after creating a new Services and Software (SaS) item, CommTrak now returns the user to the SaS items list.

Previously, creating another item required the user to navigate back through Lead Settings > SaS > New Item.

For more information about this feature, please refer to the following Support Centre article:

• Leads Services & Software (SaS) (Settings)

API Endpoints

Soon to be released - the following API endpoints are currently being prepared for general availability:

• Workflow Task
• Job Creation

Please refer to the CommTrak API article in the Support Centre for general information. The API reference will be updated when the new endpoints are available.