What are tracks and how can I use them?

Tracks provide a simple way to define a sequence of tasks for things you do in your business. They can be used in opportunities or cases.
Examples of processes you could consider setting up as tracks include:

• following through on a sales opportunity
• managing a customer support query
• issuing a monthly customer invoice
• end of period accounting procedures

How do I set up a track and how do they work?

You create your track templates by clicking Settings > Tracks > Add Track.

You need to follow these simple rules for creating your track:

• The first task in the track has to be set to start a number of days after the track starts.
• All other tasks can be set to start a number of days after the track starts, or a number of days after the prior task in the sequence completes.
  In this example, each task starts after the prior task except the final one 'opportunity review', which starts 30 days after the track starts:

Once defined, you can apply the track to your opportunities or cases:

With a track underway, Capsule automates the steps you take. As you tick off each task, Capsule assigns the next task:

How do I know what tasks in tracks are due?

As with all tasks, you have several ways to get reminders of the tasks in your tracks which are due. Capsule displays the name of the track that the task belongs to and you can click through to this track:

How do I change a task in a track?

You may find a task in a track is not quite right for a particular opportunity or case. For example, you may want to change its name, due date, person responsible or even remove it from the track. You can edit the active tasks in the track by clicking 'edit' on the right hand side of the task:

If you need to make a permanent change to a task in the track template, click Settings > Tracks. All changes you make to the template will be applied to tracks that start in the future. All tracks you already have running will stay on the old track template.

How do I reassign a track, or task in a track, to someone else?

Capsule automatically assigns the tasks in a track to the owner of the case or opportunity. If you want to assign a task to another person, you can edit the task when it becomes active.

What happens to existing opportunities or cases when I change a track definition?

All those tracks you have already started in a case or opportunity will stay on the old template. Only new tracks you start after the change will have the new track definition.

What happens if I close an opportunity or case before all the tasks in the track are complete?

When you close a case or opportunity, the automatic assigning of all incomplete tasks in the track will stop.