Notifications

Updated May 21, 2026 14:39

Notifications are emails or text messages you receive when specific actions occur in the system. Some triggers include late clock-ins, late tours, late checkpoint scans, and finished tours.

You can set up notifications at the portal, zone, or site levels.
Hierarchy of Notifications is as follows: Site -> Zone -> Portal, with Site taking precedent over those established at Zones and Portal.

Portal notification settings are applied to all sites and zone by default.

For the most accurate targeting and fewer unintended recipients, aim to create notification rules at the site level, it allows you to:

Set site-specific relevance: Rules at the site level use that site's categories, roster, and contacts, reducing accidental distribution to people who don't need the alert.
Audit easier: It's simpler to check, test, and maintain a site's notification rules than to troubleshoot broad/overlapping regional rules.

Best practices:

Avoid duplicate rules at multiple levels (e.g., a site-level rule plus a broader rule at another level) unless you intentionally want both to fire.
Name rules clearly (e.g., "Site A – Incidents – High Severity to Ops Leads") so you can quickly identify their purpose.
Test with a small recipient list before rolling out widely.

For more information about settings individual report notifications at the site, please see this article.

Please see this article for other notifications you can set up at the site.

Please see this article for information on setting up notifications at zones.

Rule scope and Record Scope

Rule scope must match record scope. To achieve that, create notification rules at the same organizational level as where the data (reports/incidents/tours) are created. A common issue is a rule created at the zone level while reports are being submitted under a department or site that has no rule configured.

Identify where records originate: Check the submission path to confirm whether records are created under a portal, zone, site, or department (if enabled).
Match rule scope to data scope: Create or move the notification rule to the same level (site/zone/department) where the records are created.
Review inheritance: Verify whether your setup inherits rules downward (for example, a zone rule applying to its sites/departments) and whether inheritance is enabled for the rule. If inheritance doesn’t apply, duplicate the rule at each required level.
Test a sample: Submit a test report at the intended level and confirm the expected recipients receive the notification.
Keep scopes consistent: Avoid mixing levels for the same report type to reduce confusion and gaps

Configure the Notification Sender:

Click on the Settings tile
Click on the Notifications
Add your 'Send Emails FROM' address
Add your 'Send Emails FROM' Name
Click Send: An email will be sent to this address to be validated so that you can send emails from the address on 'behalf of'

Configure notifications:

Click on the Settings tile
Click on the Notifications

Notification options available:

Late tour/checkpoint: This notification is triggered when a checkpoint is scanned late or a tour is started late.
On Termination: Terminating an employee will trigger this notification.
Finished Tour / Runsheet: There are three options for this notification: 1. Trigger a notification when a tour is finished (whether complete or incomplete). 2. Trigger a notification when a runsheet is finished (whether complete or incomplete). 3. Trigger a notification if a runsheet is incomplete.
Alerts/panic/important reports: Trigger a notification when the panic button is activated or when a report is filed that is flagged as an important report. Please see this article for more about reports that are flagged to trigger this notification.
Late clock-in: This notification is sent when employees clock in late.
Break Management - Missed break: This notification will trigger when an employee misses a break during their shift.
Break Management - Longer break: This notification will trigger when an employee takes a more extended break than scheduled.
Break Management - Short break: This notification will be triggered when an employee takes a shorter break than scheduled.
Break Management - Late break: This notification will trigger when an employee takes a late break during a shift.
Break Management - Earlier break: This notification is triggered when an employee takes an earlier break than scheduled.
Break Management - Unscheduled Break - For Scheduled Shifts Only: This notification is triggered when an employee takes an unscheduled break.
Clock-in / out: This notification triggers when an employee clocks in or out. You can also trigger notifications from this tab when employees clock in outside an allowed area or when they clock in without GPS coordinates.

Leave request notifications

End users receive a notification after their leave request has been reviewed and a decision has been made.

At this time, there is no automatic notification sent to admins when a new leave request is submitted.
Admins should regularly monitor the Leave Management tab to identify and process new leave requests.

Configure the recipients of notifications (Email or SMS)

You can specify the email address / Cell phone number that will receive these notifications.

Select the tab for the notification you would like to configure. Click the drop-down menu to add a new notification rule. Select the Create Custom Notification Rules option.

Fill out the appropriate fields.

Select the method to send the notification, either by email or SMS.
Enter the name of the recipient.
Enter the email address of the recipient. If the SMS option is selected, there will be a field to enter the recipient's phone number.
Test the recipient's email address or phone number.
Delete the recipient.
Add more recipients.
Save the new notification rule.

When SMS panic button notifications are triggered, latitude and longitude should be included in the text, like when panic button notification emails are sent.

SMS notification troubleshooting

If SMS notifications stop arriving, work through these checks:

Basic checks:

Number status: Verify the mobile number is correct, active, and SMS-capable (not a landline/VoIP without SMS). Make sure the phone number is entered in a valid format for your account, including country code if required. Incorrect or incomplete numbers will prevent delivery.
Device and network: Ensure the phone is powered on, has signal/data, and can receive texts from other senders.
Rule membership: Confirm the recipient is included in the Site’s notification rule and that the rule actually triggered.
Consent/opt-in: Confirm the employee’s profile shows they agree to receive SMS notifications.

Possible causes from carriers/providers:

Unknown or inactive number: Carrier cannot deliver.
Device issues or no signal: Messages may be queued or dropped.
Carrier filtering or blocks: Delivery can be delayed or blocked by the carrier.
Unsubscribed status: If the recipient previously replied STOP to a TrackTik text, the number becomes unsubscribed and further messages are blocked. In some cases, carriers can also auto-unsubscribe after repeated failed deliveries.

How to resolve unsubscribed/blocked numbers:

Re-consent in profile: Save the employee/contact profile again with SMS opt-in enabled so the system updates the provider with subscription status.
Ask the recipient to check their messaging app for any prior STOP/unsubscribe and ensure they have not blocked the sender. If your program supports it, they may need to follow carrier instructions to re-subscribe to application texts.
If issues persist, involve your admin or support to review SMS provider logs for the number and advise on re-subscription steps specific to your setup.
From the handset: Send START or UNSTOP to the same sender number if your carrier supports these commands to re-enable messages.
When contacting Support, include the contact's name, the phone number exactly as saved (with + country code), the time of the attempted notification, and any error details from logs or message history.

Testing:

Send a small test (from a low-volume rule) to the impacted number only.
If others receive messages but one number does not, focus on that device’s status, blocks/filters, and the number’s subscription state.
Interpret SMS send counts: In reports, an entry like "sent via SMS to 1" indicates one recipient was targeted by that notification. If some intended recipients did not receive the message, review the contacts and rules to confirm they are included and properly opted in.

Notes: If you opt out again by replying STOP, future messages will be blocked until you re-subscribe. Carriers may filter messages that resemble spam; keep messages concise and relevant.

Troubleshooting: Email Delivery & Suppression List

If certain email addresses are not receiving notifications, it may be because they have been added to a suppression list. This can occur when emails from the sender are marked as spam or junk. To resolve this, the email address should be removed from the suppression list, which may require contacting technical support.

Additionally, emails may be blocked by the recipient’s email provider (e.g., Gmail, Yahoo) due to spam filters or settings on the recipient’s side, which are outside the control of the sending platform. In this case, it is recommended to check for any DMARC failures, and if you encounter any, reach out to TrackTik Support for further assistance.

Emails still arriving at an old inbox after updating contact information

If you previously requested an update to your account’s contact information and you’re still seeing messages arrive in the old inbox, the update may have succeeded but your mail routing could be causing duplicate delivery. The system sends emails to the exact address saved on your account.

Understanding how SMS notifications work:

Employee opt-in: Enabling "The user agrees to receive account notifications by SMS" on an employee/contact profile subscribes the number with the SMS provider and manages consent. This alone does not make someone a recipient of site alerts.
Being a recipient: To receive SMS for a site's notifications, the person must be added as a recipient in that site's notification rule (or added as a site contact with SMS enabled, if your workflow uses site contacts). Both consent and recipient assignment are required.

Key points:

Opt-in is required for compliance, but the system administrator must still add recipients to each relevant site rule.
If a person is associated to multiple sites, add them to each site's rule where they should receive SMS.
There is currently no feature to broadcast site/zone message board posts via SMS - message board notifications do not become SMS texts.

Recommended setup:

Confirm the employee's SMS opt-in is enabled and their mobile number is correct.
Add the employee to the site's notification rule(s) for the categories they need.
Send a controlled test (for example, create a test incident) to verify they receive the SMS.
Confirm rule scope: Configure the notification rule at the site/zone/department where the event occurs so the recipient assignment applies to the right place.

Prevent filters by saving the TrackTik sender number

Adding TrackTik’s sender number to contacts helps prevent carrier and handset spam filters from suppressing alerts.
How to identify the sender number:

Open your portal’s SMS/Notification logs and view a recent alert. The Sender number displayed there is the toll-free number TrackTik uses for your account.
Alternatively, check the notification settings for SMS and look for the configured sender/toll-free number.

What to do with the number:

Add the toll-free number to your phone’s contacts, give it a clear name (for example, “TrackTik Alerts”), and mark it as not spam if your device offers that option.
Share the number with all recipients on your notification list and ask them to save it to contacts as well.
If recipients previously unsubscribed, they can text START to this same toll-free number to re-enable SMS.

Extra tips:

On iPhone, saving the sender helps ensure messages appear in the main Messages list when “Filter Unknown Senders” is enabled.
If a carrier is still filtering the messages, ask the recipient to contact their carrier to request removal of any blocks on messages from this toll-free number.

For additional information, check this article: Toll Free Numbers