What's New in Trackops: September 2025

Updated: Document Template Enhancements 🖼️

Document template processing for Microsoft Word has received a number of updates that make them more useful and provide better output formatting. 

• Document templates now preserve formatting in rich text variables (i.e. case updates).  New template variables exist to indicate that formatting (e.g. bold, italic, underline, lists, etc...) is to be preserved:
  • {{Updates.list}} - Includes plain text case updates with no images.  If you are including case updates in your document templates already, this is the variable you're likely using.
  • {{Updates.list[category]}} - Includes plain text case updates for a specific case update category with no images.
  • {{Updates.formatted_list}} - Includes rich text case updates but no images attachments. See below for more options.
  • {{Updates.formatted_list[category]}} - Includes rich text case updates for a specific case update category, but no images attachments. See below for more options.
• Document templates now support case update images.  Case update images can be included along side each update, or standalone as their own group of images:
  • {{Updates.list_with_images}} - Includes plain text updates with images included.
  • {{Updates.list[category]_with_images}} - Includes plain text updates for a specific category with images included.
  • {{Updates.formatted_list_with_images}} - Includes rich text case updates and associated images along with the updates.
  • {{Updates.formatted_list[category]_with_images}} - Includes rich text case updates for a specific category and associated images along with the updates.
  • {{Updates.images}} - Includes only the images, no case update text.
• Document templates now support including the subject photo (image) in generated documents:
  • {{SubjectMeta.photo}} - Includes the subject's pinned photo from their profile.
• Merge field variables are no longer the recommended format for document templates. We will still support merge field variables, however they do not support rich text formatting or images, and should only be used for variables with plain text content. 

To get started, create or update a document template and use one of the supported variables. Remember, do not use rich text or image style variables inside merge fields or the generated document may not be openable.   See the troubleshooting section of this document template article for more information.

Updated: Case Updates now support Tables 

• Case updates (and Case Update Presets) now support the ability to insert tables (columns and rows) into the update body.
• Table formatting will carry over into Microsoft Word based document templates when using any combination of the {{Updates.formatted_list}} variables (see update list enhancements above).
• To add a table into a new or existing case update, click the three dots (•••) on the right side of the update toolbar and then click the table icon.

New: Who is Online Report

• A new "Who is Online" report is now available under the Reports tab. This handy report will give you a snapshot of who has recently been in the system and from which platforms they are accessing it.
• The Who is Online report tracks sessions across Trackops Video, Trackops Mobile, and Trackops Web, and also monitors activity from both staff and clients alike.

New: Sales by Day Report

• The "Sales by Day"report is now available on the Reports tab.  This report provides a snapshot of your invoice generation by calendar day .  
• Sales volume can be tracked by the number of invoices, the subtotal, or the total value of the invoices generated on a given day.

Other Enhancements

• Replying via email to a Case Update Receipt, Case Update Notice, or Case Assignment Notice will now create a new case update on the related case instead of creating an inbound message. This new workflow provides a better communication path for customers and/or staff who have questions or updates about cases or assignments.
• Sorting the expense entry list by a column (i.e. case, staff, etc...) before clicking Review Expense Entries  will now maintain the sort order throughout the expense entry review process.
• New custom field variables exist for sensitive fields. Custom fields that are marked as redacted (i.e. require permissions to view the entire field value) will now offer a "_redacted" variable option (i.e. Subject.some_field_redacted) that will output the redacted field value.