Introduction to Trackers

Support teams can manage thousands of tickets every week. Some need extra attention, follow-up, or ongoing monitoring - but tracking them all with tags and spreadsheets is slow and unreliable. That’s why we built Trackers.

What Are Trackers?

Trackers let you automatically capture tickets or conversations that match rules you define, then analyze them through a structured board.

  • Automatic Capture: As soon as a ticket or conversation matches your criteria, it appears on your Tracker board - no manual tagging or flagging required.

  • Customizable Board: Each Tracker is organized by workflow stages like “To Do”, “In Progress”, or “Done”. You control the stages to match your process.

  • Flexible Filters: Capture exactly what matters by filtering on intent, status, channel, agent, sentiment, QA score, or any combination of these.

  • Live, Real-Time View: Trackers automatically update as new tickets match your rules. All changes are reflected instantly in your board.

💡 Pro Tip: Trackers are perfect for monitoring any scenario you want, from specific escalations, to product bugs, or even upsell opportunities - all from a single, live board.

How Trackers Work

  1. In your Quack Account, select Trackers on the left menu.

  2. Click on ‘Create new tracker’

  3. Choose Your Data Source: Start by selecting either Tickets or Conversations as the base for your Tracker.

  4. Set Capture Rules: Define exactly what you want to track by choosing filters such as intent, channel, agent, QA score, sentiment, or resolution status. Combine multiple filters for precise targeting.

  5. Define Workflow Stages: Customize workflow stages to match your process - for example, To Do, In Progress, and Done.

  6. Select Key Fields: Decide which details show up on your board, like topic, intent, or channel, so your team has instant context for every ticket.

  7. Manage and Review: As tickets and conversations appear in your Tracker, move them through stages as they progress. You can review key fields, understand what happened, and take action - including sending items to training.

What You See in a Tracker

Each Tracker board gives you a live, organized view of matching tickets and conversations. Items are grouped by your workflow stages, and each ticket displays the fields you’ve chosen. This makes it easy for anyone to see the status and details at a glance.

Editing Trackers

You can edit an existing Tracker at any time by updating its capture rules, columns, or views.

To edit a Tracker:

  1. Open the Tracker you want to edit.

  2. Click the three dots next to the Tracker name in the top left.

  3. Select Edit.

  4. Update the Tracker configurations as needed.

  5. Click Update to save your changes.

Keep in mind:

  • Edits only apply to new tickets or conversations captured after you save your changes. Tickets already on your Tracker board will not be re-evaluated or removed.

  • If you want to narrow your criteria (for example, to capture fewer tickets going forward), we recommend creating a new Tracker instead of editing the existing one. This ensures full accuracy and a clear history of what’s been tracked.

Key Benefits of Trackers

  • No more manual tagging: Everything is automatic and based on your rules.

  • Real-time visibility: Boards update instantly as new items match your filters.

  • Better collaboration: Share live boards with QA, Product, Partnerships, and other teams.

Trackers give your team a fast, scalable way to surface, manage, and resolve your most important support signals - all with the power and flexibility of Quack AI.