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How to share order tracking links with customers.
How to share order tracking links with customers.
Martin avatar
Written by Martin
Updated over a week ago

Set-up

  • Tudodesk Back-office

  • Mac or PC

What's this for?

When customers place orders or check jobs into your premises, it's often not long before they are chasing progress updates and delivery. We know your time is better spent getting jobs ready, not putting out fires on the phone or email. So you can automatically update customers with a direct tracking link they can open on their phone for instant live updates.

Read the blog post:

https://help.tudodesk.com/en/articles/5336300-let-customers-track-job-progress-from-their-phone

How it works

You can share tracking links with customers either manually or automatically by SMS or email.

Sharing the tracking link manually.

You can share tracking links from work orders or jobs.

Navigate to any job, scroll down to the manual message window. Type your email and use the template tag option to insert the {{document.share_link}}. When you send the email, we will insert a unique direct URL to the tracking page for the job.

Tips:

  1. Share the tracking link when customers book work in or drop work off (The second status best fires this in your workflow, usually landed or queued).

  2. Share a tracking link during production if possible or when the job is in progress.

Including a tracking link in automated job updates

If you're not already doing so, using the automated updates on your jobs board is a great way to keep customers in sync with their order. You can instruct the automated emails to include the tracking link in two ways.

  1. You can insert the link using the template tags within the body of your automated message

  2. You can instruct the automated email to add a button at the foot of your message that opens the tracking page.

Steps:

  1. Navigate to your jobs board

  2. Click show menu (3 dots top right side of the menu bar)

  3. Click Automated events

  4. Select the relevant automated email from the list.

  5. Edit the email body and subject

  6. Insert "Order Tracking" in the CTA button text box

  7. Insert "#track" in the CTA URL box.

  8. Click save

  9. Repeat for any further emails in the event chain.

How to preview the tracking page

  1. Navigate and open a job into the document view.

  2. On the right side of the top menu bar, click "Preview."

  3. The tracking link will open in an alternate browser tab.

(Note: the tracking page will only share when a job is not in Draft mode.)

What do we share on the tracking link?

  1. The JOB number

  2. Customers full name

  3. Title of the job or project

  4. The current job Status.

  5. A historical feed of events on the parent project of this job (see below).

The history feed

When you share the tracking link, the customer can see a timeline of activity on the parent project. The feed includes activities such as invoices, payment, estimates, approval. See below for a complete list.

  • Job-status updates

  • Document edits

  • When invoices, estimates are created

  • When invoices are paid

  • When estimates are approved or rejected

  • Comments (only that a comment was written, not what it says)

  • Messages (only that a message is received or sent, not what it says)

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