Optimize your notification rules so users don't get multiple messages for a single action.

The trick for avoiding multiple notifications is to either:

Have rules for "On Edit" and "On Task"

OR

Have rules for "On Change of Status" and "On Change of Assignment"

This Knowledge Base Article explains the details.

Is your process capturing the data you need to run the reports you want?

As business requirements change over time, management may request different metrics than were in mind when your Tracker system was configured. No need to fear. We've got tricks for adding fields to generate the reports you need.

Categorize Your Data

Adding a pulldown to categorize your data is simple:

  1. Add a new field with Pulldown selected as the type.
  2. Define the option menu items.
  3. Include the field on the Add Page (if relevant) or add it as a task field to a transition(s) so this field can be set in new records.

Existing records will get the default value for the new field. If needed, you can use the Edit Results operation to set this field for different batches of data. Then, create charts with this field selected in the "For every..." option in the Perform calculations section or as a breakdown value.

Employee Performance

A User Pulldown field can capture which user performed an action in the process (e.g. who fixed/tested/closed an issue). This Knowledge Base article has the detailed steps for setting up this type of field. It even has a wizard to help you set the value of the field for existing records. Then, create charts with this field selected in the "For every..." option in the Perform calculations section or as a breakdown value.

Chart Showing Total Issues Fixed By Developer

Time Calculations

Capturing important milestones in date fields will allow you to run reports that compare dates. For example, you may want to see the average time it takes to respond to a customer who contacted your Help Desk or Support team.

Add a new field with Date selected as the type. Then, add it as a task field to a transition(s) so the key date can be captured as records are processed. A date field can be set with the current date and time or can be set with a relative value. This Help section explains all of the available options.

Then, add a chart that uses the "Average time from <date 1> to <date 2>" option.

Average Fix Time

Key information for the new admin of an existing Tracker system.

Tag, you're it! Your Tracker administrator has left the company and now you need to take over. We've got you covered...check out this Knowledge Base article for details about the actions you'll most likely need to handle in this new role. Or, you can contact NetResults Technical Support to request an administrator training session and get a more comprehensive look at Tracker's Admin operations.

And, if your company's been using Tracker for a while, you might want to take advantage of our tune-up service to help you make the most of your system. We can help you streamline your process and enable new features that can help make things easier.

Make use of the versatile reporting options available for link fields.

Link fields allow you to cross-reference records. For example, in a system where customers are reporting product issues, you may have a form for tracking information about each customer (products they purchased, contact information, support contract dates, etc.) in addition to the issue/ticket form they use to report issues. Below you can see a ticket, which includes a list of customers who reported the same issue. There are different options for running reports with these links.

Customers Who Reported This Issue

Key Word Search

Use the "contains" option to search for tickets where the linked record includes the key word in its key fields.

Key Word Search in a Link

The key fields of the linked record are the fields displayed in the link; "Company Name (Product)" in the example below.

Key Word Search Results

Specific Links

Find tickets linked to one or more specific customers using the "is one of" option.

Find Specific Links

Match to the Results of a Query

Locate tickets linked to the results of a saved query. For instance, find all tickets reported by Western Region Customers.

Match a Saved Query

More information can be found in the Querying Records section of the User Help Guide.

Tracker has a lot in common with the beautiful game's biggest tournament.

FIFA World Cup 2018

Unite People Without Having to Be in the Same Location

You can enjoy the World Cup from the comfort of your own device. The same is true of Tracker. All you need is a browser to access it from anywhere in the world. You don't need a conference room, you don't need a meeting...just login and see what's happening.

See the Stars and Learn New Tricks

Your organization's departments have their own Messi, Neymar or CR7. Tracker gives you a front row seat to their jawdropping customer saves and out-of-the-box solutions. A Tracker report can serve as a meeting agenda for a weekly/monthly staff meeting to review noteworthy actions.

You can also learn what not to do. Since Tracker has a complete & searchable audit trail, it's easy to conduct a post-mortem when needed.

Anything Can Happen

A reversal of fortune can happen in a single flick of the ball in stoppage time. Tracker's alerts & email notifications help you stay on top of changes so you can respond immediately.