Trackers provide a powerful way to track ongoing issues and tasks, beyond what traditional tickets offer. From feature requests to bug reports, Trackers help manage tasks that need follow-up or cannot be resolved immediately. This guide walks you through the different types of Trackers, how to set them up, and best practices for maximizing their use.<hr><h1 class="PlaygroundEditorTheme__h1" dir="ltr">1. What Are Trackers?</h1>Trackers allow you to monitor issues and opportunities over time, integrating deeply with both Conversations and CRM. They can be customized to fit various workflows and are flexible enough to handle anything from customer-facing tasks to internal requests. Key benefits of Trackers:<ul class="PlaygroundEditorTheme__ul"><li value="1" class="PlaygroundEditorTheme__listItem">Enhanced Data Collection: Magic Assistant, an AI-powered customer support agent, can show Tracker forms to customers automatically if it detects relevant intent, ensuring all necessary information is collected promptly.</li><li value="2" class="PlaygroundEditorTheme__listItem">In-App Embedding: Tracker boards can be embedded within your app, letting customers easily view and manage bug reports and feature requests.</li><li value="3" class="PlaygroundEditorTheme__listItem">Customizable Workflow: Tailor Trackers to your team’s needs, making them versatile tools across different workflows in ClickConnector.</li></ul> <h1 class="PlaygroundEditorTheme__h1" dir="ltr">2. Getting Started with Trackers</h1>To configure Trackers:<ul class="PlaygroundEditorTheme__ul"><li value="1" class="PlaygroundEditorTheme__listItem">Go to Workspace Settings &gt; Manage Trackers. Account Owners have exclusive permissions to set up and customize Trackers, with recommended Tracker types pre-configured to help you get started.</li></ul><hr><h1 class="PlaygroundEditorTheme__h1" dir="ltr">3. Tracker Types and Use Cases</h1>Each Tracker type is designed for specific use cases, allowing you to organize and prioritize tasks efficiently:<ul class="PlaygroundEditorTheme__ul"><li value="1" class="PlaygroundEditorTheme__listItem">Customer Ticket</li><li value="2" class="PlaygroundEditorTheme__listItem PlaygroundEditorTheme__nestedListItem"><ul class="PlaygroundEditorTheme__ul"><li value="1" class="PlaygroundEditorTheme__listItem">Description: A customer-facing Tracker associated with a single customer, allowing them to see the status and progress directly within the conversation.</li><li value="2" class="PlaygroundEditorTheme__listItem">Use Cases: Ideal for handling specific requests like refunds or demo scheduling that require follow-up.</li><li value="3" class="PlaygroundEditorTheme__listItem">Tip: Use Customer Tickets for transparency, providing customers direct insight into their request’s progress.</li></ul></li><li value="2" class="PlaygroundEditorTheme__listItem">Internal Tasks</li><li value="3" class="PlaygroundEditorTheme__listItem PlaygroundEditorTheme__nestedListItem"><ul class="PlaygroundEditorTheme__ul"><li value="1" class="PlaygroundEditorTheme__listItem">Description: Trackers for internal, back-office tasks, visible only to support agents.</li><li value="2" class="PlaygroundEditorTheme__listItem">Use Cases: Perfect for tasks that need internal processing, such as sending refund requests to finance or handling escalations within teams.</li><li value="3" class="PlaygroundEditorTheme__listItem">Tip: Internal Tasks help keep workflows organized without exposing details to customers, enabling agents to coordinate efficiently.</li></ul></li><li value="3" class="PlaygroundEditorTheme__listItem">Public Case</li><li value="4" class="PlaygroundEditorTheme__listItem PlaygroundEditorTheme__nestedListItem"><ul class="PlaygroundEditorTheme__ul"><li value="1" class="PlaygroundEditorTheme__listItem">Description: A Tracker associated with multiple customers, ideal for tasks that impact more than one client.</li><li value="2" class="PlaygroundEditorTheme__listItem">Use Cases: Best suited for tracking feature requests and bug reports that affect broader customer groups.</li><li value="3" class="PlaygroundEditorTheme__listItem">Tip: Public Cases can prioritize issues based on the number of affected customers, helping teams focus on high-demand items.</li></ul></li><li value="4" class="PlaygroundEditorTheme__listItem">Opportunity Tracker</li><li value="5" class="PlaygroundEditorTheme__listItem PlaygroundEditorTheme__nestedListItem"><ul class="PlaygroundEditorTheme__ul"><li value="1" class="PlaygroundEditorTheme__listItem">Description: Designed for tracking sales opportunities, these Trackers are associated with a single customer but are not visible to the customer. You can also attach a sales value to each opportunity.</li><li value="2" class="PlaygroundEditorTheme__listItem">Use Cases: A valuable tool for sales teams to track potential leads and sales opportunities.</li><li value="3" class="PlaygroundEditorTheme__listItem">Tip: Use Opportunity Trackers to manage and prioritize sales leads, associating relevant financial data to gauge potential revenue impact.</li></ul></li></ul><hr><h1 class="PlaygroundEditorTheme__h1" dir="ltr">4. Using and Customizing Trackers</h1>After configuring Trackers, you can assign them to users and utilize a variety of features to streamline management:<ul class="PlaygroundEditorTheme__ul"><li value="1" class="PlaygroundEditorTheme__listItem">Custom Properties: Trackers support custom fields, allowing you to capture essential details specific to each type of task. This flexibility is particularly helpful for specialized requirements.</li><li value="2" class="PlaygroundEditorTheme__listItem">Kanban View: Use the Kanban view to visualize Trackers across stages, enhancing your team’s ability to manage tasks at a glance.</li><li value="3" class="PlaygroundEditorTheme__listItem">Prioritization and Due Dates: Set priority levels, deadlines, and add notes and comments for better task management and team collaboration.</li></ul> <h2 class="PlaygroundEditorTheme__h2" dir="ltr">Best Practices for Customizing Trackers</h2><ol class="PlaygroundEditorTheme__ol1"><li value="1" class="PlaygroundEditorTheme__listItem">Choose Custom Properties Based on Task Needs: Add fields for essential details, ensuring agents have all relevant information at hand.</li><li value="2" class="PlaygroundEditorTheme__listItem">Organize and Prioritize: Regularly prioritize Trackers based on urgency or customer impact, helping agents stay focused on high-priority issues.</li><li value="3" class="PlaygroundEditorTheme__listItem">Leverage Kanban for Visibility: With the Kanban view, agents can easily see the progress of tasks across stages, making it easier to manage projects with multiple phases.</li></ol><hr><h1 class="PlaygroundEditorTheme__h1" dir="ltr">5. Improving Customer Experience with Trackers</h1>For SaaS businesses, Trackers enhance both internal efficiency and customer experience, giving customers more transparency and fostering a sense of trust.<ul class="PlaygroundEditorTheme__ul"><li value="1" class="PlaygroundEditorTheme__listItem">Embed Tracker Boards: Displaying Tracker boards in your app allows customers to monitor the status of their requests, reducing the need for follow-ups.</li><li value="2" class="PlaygroundEditorTheme__listItem">Magic Assistant’s Role: Magic Assistant can detect when a customer’s intent aligns with creating a Tracker (e.g., submitting a bug report). In such cases, it can automatically prompt the customer with a form to collect the necessary details, ensuring a streamlined experience.</li></ul> <h2 class="PlaygroundEditorTheme__h2" dir="ltr">Tips for Using Trackers to Enhance Customer Experience</h2><ul class="PlaygroundEditorTheme__ul"><li value="1" class="PlaygroundEditorTheme__listItem">Show Responsiveness with Public Cases: For widely reported issues, use Public Cases to communicate the resolution status and priority. This visibility can increase customer satisfaction and reduce inquiries.</li><li value="2" class="PlaygroundEditorTheme__listItem">Collect Essential Information Proactively: Magic Assistant’s automated forms help capture all relevant details in one go, minimizing back-and-forth and helping agents resolve issues faster.</li></ul><hr>

Trackers provide a powerful way to track ongoing issues and tasks, beyond what traditional tickets offer

****Trackers****provide a powerful way to track ongoing issues and tasks, beyond what traditional tickets offer. From feature requests to bug reports, Trackers help manage tasks that need follow-up or cannot be resolved immediately. This guide walks you through the different types of Trackers, how to set them up, and best practices for maximizing their use.

---

# 1\.****What Are Trackers?****

Trackers allow you to monitor issues and opportunities over time, integrating deeply with both Conversations and CRM. They can be customized to fit various workflows and are flexible enough to handle anything from customer-facing tasks to internal requests.

Key benefits of Trackers:

* ****Enhanced Data Collection****: Magic Assistant, an AI-powered customer support agent, can show Tracker forms to customers automatically if it detects relevant intent, ensuring all necessary information is collected promptly.
* ****In-App Embedding****: Tracker boards can be embedded within your app, letting customers easily view and manage bug reports and feature requests.
* ****Customizable Workflow****: Tailor Trackers to your team’s needs, making them versatile tools across different workflows in ClickConnector.

# 2\.****Getting Started with Trackers****

To configure Trackers:

* Go to****Workspace Settings > Manage Trackers****. Account Owners have exclusive permissions to set up and customize Trackers, with recommended Tracker types pre-configured to help you get started.

---

# 3\.****Tracker Types and Use Cases****

Each Tracker type is designed for specific use cases, allowing you to organize and prioritize tasks efficiently:

* ****Customer Ticket****
* * ****Description****: A customer-facing Tracker associated with a single customer, allowing them to see the status and progress directly within the conversation.
  * ****Use Cases****: Ideal for handling specific requests like refunds or demo scheduling that require follow-up.
  * ****Tip****: Use Customer Tickets for transparency, providing customers direct insight into their request’s progress.
* ****Internal Tasks****
* * ****Description****: Trackers for internal, back-office tasks, visible only to support agents.
  * ****Use Cases****: Perfect for tasks that need internal processing, such as sending refund requests to finance or handling escalations within teams.
  * ****Tip****: Internal Tasks help keep workflows organized without exposing details to customers, enabling agents to coordinate efficiently.
* ****Public Case****
* * ****Description****: A Tracker associated with multiple customers, ideal for tasks that impact more than one client.
  * ****Use Cases****: Best suited for tracking feature requests and bug reports that affect broader customer groups.
  * ****Tip****: Public Cases can prioritize issues based on the number of affected customers, helping teams focus on high-demand items.
* ****Opportunity Tracker****
* * ****Description****: Designed for tracking sales opportunities, these Trackers are associated with a single customer but are not visible to the customer. You can also attach a sales value to each opportunity.
  * ****Use Cases****: A valuable tool for sales teams to track potential leads and sales opportunities.
  * ****Tip****: Use Opportunity Trackers to manage and prioritize sales leads, associating relevant financial data to gauge potential revenue impact.

---

# 4\.****Using and Customizing Trackers****

After configuring Trackers, you can assign them to users and utilize a variety of features to streamline management:

* ****Custom Properties****: Trackers support custom fields, allowing you to capture essential details specific to each type of task. This flexibility is particularly helpful for specialized requirements.
* ****Kanban View****: Use the Kanban view to visualize Trackers across stages, enhancing your team’s ability to manage tasks at a glance.
* ****Prioritization and Due Dates****: Set priority levels, deadlines, and add notes and comments for better task management and team collaboration.

## Best Practices for Customizing Trackers

1. ****Choose Custom Properties Based on Task Needs****: Add fields for essential details, ensuring agents have all relevant information at hand.
2. ****Organize and Prioritize****: Regularly prioritize Trackers based on urgency or customer impact, helping agents stay focused on high-priority issues.
3. ****Leverage Kanban for Visibility****: With the Kanban view, agents can easily see the progress of tasks across stages, making it easier to manage projects with multiple phases.

---

# 5\.****Improving Customer Experience with Trackers****

For SaaS businesses, Trackers enhance both internal efficiency and customer experience, giving customers more transparency and fostering a sense of trust.

* ****Embed Tracker Boards****: Displaying Tracker boards in your app allows customers to monitor the status of their requests, reducing the need for follow-ups.
* ****Magic Assistant’s Role****: Magic Assistant can detect when a customer’s intent aligns with creating a Tracker (e.g., submitting a bug report). In such cases, it can automatically prompt the customer with a form to collect the necessary details, ensuring a streamlined experience.

## Tips for Using Trackers to Enhance Customer Experience

* ****Show Responsiveness with Public Cases****: For widely reported issues, use Public Cases to communicate the resolution status and priority. This visibility can increase customer satisfaction and reduce inquiries.
* ****Collect Essential Information Proactively****: Magic Assistant’s automated forms help capture all relevant details in one go, minimizing back-and-forth and helping agents resolve issues faster.

---

Trackers provide a powerful way to track ongoing issues and tasks, beyond what traditional tickets offer. From feature requests to bug reports, Trackers help manage tasks that need follow-up or cannot be resolved immediately. This guide walks you through the different types of Trackers, how to set them up, and best practices for maximizing their use.<hr><h1 class="PlaygroundEditorTheme__h1" dir="ltr">1. What Are Trackers?</h1>Trackers allow you to monitor issues and opportunities over time, integrating deeply with both Conversations and CRM. They can be customized to fit various workflows and are flexible enough to handle anything from customer-facing tasks to internal requests. Key benefits of Trackers:<ul class="PlaygroundEditorTheme__ul"><li value="1" class="PlaygroundEditorTheme__listItem">Enhanced Data Collection: Magic Assistant, an AI-powered customer support agent, can show Tracker forms to customers automatically if it detects relevant intent, ensuring all necessary information is collected promptly.</li><li value="2" class="PlaygroundEditorTheme__listItem">In-App Embedding: Tracker boards can be embedded within your app, letting customers easily view and manage bug reports and feature requests.</li><li value="3" class="PlaygroundEditorTheme__listItem">Customizable Workflow: Tailor Trackers to your team’s needs, making them versatile tools across different workflows in ClickConnector.</li></ul> <h1 class="PlaygroundEditorTheme__h1" dir="ltr">2. Getting Started with Trackers</h1>To configure Trackers:<ul class="PlaygroundEditorTheme__ul"><li value="1" class="PlaygroundEditorTheme__listItem">Go to Workspace Settings &gt; Manage Trackers. Account Owners have exclusive permissions to set up and customize Trackers, with recommended Tracker types pre-configured to help you get started.</li></ul><hr><h1 class="PlaygroundEditorTheme__h1" dir="ltr">3. Tracker Types and Use Cases</h1>Each Tracker type is designed for specific use cases, allowing you to organize and prioritize tasks efficiently:<ul class="PlaygroundEditorTheme__ul"><li value="1" class="PlaygroundEditorTheme__listItem">Customer Ticket</li><li value="2" class="PlaygroundEditorTheme__listItem PlaygroundEditorTheme__nestedListItem"><ul class="PlaygroundEditorTheme__ul"><li value="1" class="PlaygroundEditorTheme__listItem">Description: A customer-facing Tracker associated with a single customer, allowing them to see the status and progress directly within the conversation.</li><li value="2" class="PlaygroundEditorTheme__listItem">Use Cases: Ideal for handling specific requests like refunds or demo scheduling that require follow-up.</li><li value="3" class="PlaygroundEditorTheme__listItem">Tip: Use Customer Tickets for transparency, providing customers direct insight into their request’s progress.</li></ul></li><li value="2" class="PlaygroundEditorTheme__listItem">Internal Tasks</li><li value="3" class="PlaygroundEditorTheme__listItem PlaygroundEditorTheme__nestedListItem"><ul class="PlaygroundEditorTheme__ul"><li value="1" class="PlaygroundEditorTheme__listItem">Description: Trackers for internal, back-office tasks, visible only to support agents.</li><li value="2" class="PlaygroundEditorTheme__listItem">Use Cases: Perfect for tasks that need internal processing, such as sending refund requests to finance or handling escalations within teams.</li><li value="3" class="PlaygroundEditorTheme__listItem">Tip: Internal Tasks help keep workflows organized without exposing details to customers, enabling agents to coordinate efficiently.</li></ul></li><li value="3" class="PlaygroundEditorTheme__listItem">Public Case</li><li value="4" class="PlaygroundEditorTheme__listItem PlaygroundEditorTheme__nestedListItem"><ul class="PlaygroundEditorTheme__ul"><li value="1" class="PlaygroundEditorTheme__listItem">Description: A Tracker associated with multiple customers, ideal for tasks that impact more than one client.</li><li value="2" class="PlaygroundEditorTheme__listItem">Use Cases: Best suited for tracking feature requests and bug reports that affect broader customer groups.</li><li value="3" class="PlaygroundEditorTheme__listItem">Tip: Public Cases can prioritize issues based on the number of affected customers, helping teams focus on high-demand items.</li></ul></li><li value="4" class="PlaygroundEditorTheme__listItem">Opportunity Tracker</li><li value="5" class="PlaygroundEditorTheme__listItem PlaygroundEditorTheme__nestedListItem"><ul class="PlaygroundEditorTheme__ul"><li value="1" class="PlaygroundEditorTheme__listItem">Description: Designed for tracking sales opportunities, these Trackers are associated with a single customer but are not visible to the customer. You can also attach a sales value to each opportunity.</li><li value="2" class="PlaygroundEditorTheme__listItem">Use Cases: A valuable tool for sales teams to track potential leads and sales opportunities.</li><li value="3" class="PlaygroundEditorTheme__listItem">Tip: Use Opportunity Trackers to manage and prioritize sales leads, associating relevant financial data to gauge potential revenue impact.</li></ul></li></ul><hr><h1 class="PlaygroundEditorTheme__h1" dir="ltr">4. Using and Customizing Trackers</h1>After configuring Trackers, you can assign them to users and utilize a variety of features to streamline management:<ul class="PlaygroundEditorTheme__ul"><li value="1" class="PlaygroundEditorTheme__listItem">Custom Properties: Trackers support custom fields, allowing you to capture essential details specific to each type of task. This flexibility is particularly helpful for specialized requirements.</li><li value="2" class="PlaygroundEditorTheme__listItem">Kanban View: Use the Kanban view to visualize Trackers across stages, enhancing your team’s ability to manage tasks at a glance.</li><li value="3" class="PlaygroundEditorTheme__listItem">Prioritization and Due Dates: Set priority levels, deadlines, and add notes and comments for better task management and team collaboration.</li></ul><h4 class="PlaygroundEditorTheme__h4" dir="ltr">Best Practices for Customizing Trackers</h4><ol class="PlaygroundEditorTheme__ol1"><li value="1" class="PlaygroundEditorTheme__listItem">Choose Custom Properties Based on Task Needs: Add fields for essential details, ensuring agents have all relevant information at hand.</li><li value="2" class="PlaygroundEditorTheme__listItem">Organize and Prioritize: Regularly prioritize Trackers based on urgency or customer impact, helping agents stay focused on high-priority issues.</li><li value="3" class="PlaygroundEditorTheme__listItem">Leverage Kanban for Visibility: With the Kanban view, agents can easily see the progress of tasks across stages, making it easier to manage projects with multiple phases.</li></ol><hr><h1 class="PlaygroundEditorTheme__h1" dir="ltr">5. Improving Customer Experience with Trackers</h1>For SaaS businesses, Trackers enhance both internal efficiency and customer experience, giving customers more transparency and fostering a sense of trust.<ul class="PlaygroundEditorTheme__ul"><li value="1" class="PlaygroundEditorTheme__listItem">Embed Tracker Boards: Displaying Tracker boards in your app allows customers to monitor the status of their requests, reducing the need for follow-ups.</li><li value="2" class="PlaygroundEditorTheme__listItem">Magic Assistant’s Role: Magic Assistant can detect when a customer’s intent aligns with creating a Tracker (e.g., submitting a bug report). In such cases, it can automatically prompt the customer with a form to collect the necessary details, ensuring a streamlined experience.</li></ul><h4 class="PlaygroundEditorTheme__h4" dir="ltr">Tips for Using Trackers to Enhance Customer Experience</h4><ul class="PlaygroundEditorTheme__ul"><li value="1" class="PlaygroundEditorTheme__listItem">Show Responsiveness with Public Cases: For widely reported issues, use Public Cases to communicate the resolution status and priority. This visibility can increase customer satisfaction and reduce inquiries.</li><li value="2" class="PlaygroundEditorTheme__listItem">Collect Essential Information Proactively: Magic Assistant’s automated forms help capture all relevant details in one go, minimizing back-and-forth and helping agents resolve issues faster.</li></ul><hr>

Getting Started with Trackers

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