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Capsule 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:

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

Set up a track

You create your track templates by going to the Account Settings Tracks Add Track.

The tasks within your tracks can either work from the start date of the track, or they can work back from an end date that you choose when applying the track.

Once defined, you can apply the track to your opportunities or cases. Tracks which work back from an end date can be identified with ... after the name of the track:

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

Tracks based upon the start date

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 previous task in the sequence is completed. In this example, each task starts after the previous task except the final one, ‘Review Opportunity’, which starts 30 days after the track starts:

Tracks based upon the end date

Tasks within these tracks can only be due a certain number of days before the end date of the task.

When you add the track to a case or opportunity you then get prompted to enter the end date for it.

Editing track tasks and track name

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 on task name.

If you need to make a permanent change to a task in the track template, go to the Account 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.

If you would like to rename a track for a particular case or opportunity you can click the pen icon to the right of the current track name to make your changes. If you need to edit the start or end date of the track you can do so here as well.

Identifying which task in the track is 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 case/opportunity that the task belongs to so you can click through to view it:

Reassigning tasks or tracks

By default, each task in the track is setup to be assigned to the owner of the case or opportunity that it’s applied to.

You can however override this and choose to assign each task to a specific user or to the user who completed the previous task.

If you want to change the assigned user once a task in a track is already active on a case or opportunity then you can edit the task instead.

Closing an opportunity with a track

When a case or an opportunity is closed, all outstanding tasks for the opportunity/case will become inactive. The tasks will remain on the screen, however they will not be visible to you in your task calendar or on your dashboard.

Inactive tasks are indicated with a gray background and you’ll see a message at the top of your task list on the opportunity/case saying that there are inactive tasks.

If you re-open the opportunity or case again, the tasks will become active again.

If you have tasks or tracks to be completed after the opportunity or case has been closed you can add them afterwards and they’ll remain active.