Tractivity Customer Day June 2025 - Your questions, answered

In June 2025, Tractivity brought our Customer Day to Manchester. Our team spent the day speaking with our day-to-day users, giving us an opportunity to hear your feedback on how to improve and enhance Tractivity. During the day we heard some questions from users; answers to these have been provided below.

If your question is answered in this FAQ and you have any follow-up queries or concerns, please contact customersuccess@tractivity.co.uk and our Customer Success team will get back to you as soon as possible.

Questions have been edited for clarity and conciseness.

I deleted some content in my mailshot. How do I get this back?

The Email Builder (found in the Events and Mailshot modules) includes an undo button that allows you to reverse any changes you have made. You can also review a list of all recent changes and revert as far back as required. You can find this in the bottom left-hand corner of the Email Builder.

I can’t find a Contact in my system, and I know they’re in there!

If you are ever having trouble finding a Contact, the steps below will help in finding them once again.

Ensure the Contact’s name is spelt correctly.
Contact names are formatted with the last name first. For example: Bloggs, Joe. Type your Contact’s name into the “Contact Name” field in this format when searching.
For users with access to multiple Projects, ensure you are searching in the correct Project. You can change your current Project from the right-hand menu.
Check your Archive. You can access the Archive in the top right-hand menu of Tractivity. Here you can check if any Contacts have been archived; if you find your Contact in the Archive, you can restore the Contact to as it was before.

If you still cannot find the Contact you are looking for, please contact support@tractivity.co.uk and our support team can investigate further.

See also: How to Search for a Contact.

We can’t edit a Survey after it has gone live.

If you wish to update your Survey after it has been published, you will need to retract your Survey first. Retracting a Survey makes it temporarily unavailable for responses. While retracted, you can edit your Survey from the left-hand menu of the “View Survey” page. Once you have made the required changes, you can publish your Survey once again.

See also: Retracting a Survey.

Why do I need to log back in so often?

If you are being logged out of Tractivity often, whether this is on the main site or in the Outlook add-in, this is most likely related to inactivity. Security measures in place on Tractivity ensure that Users are logged out after a period of inactivity; this is to protect the stakeholder and business information available on your Tractivity system.

Setting up your Tractivity system to use Single Sign-On can provide you with more flexibility here. Systems that use SSO for logging in will use your internal IT policies, which may grant a longer period of inactivity before logging you out.

The Outlook add-in has difficulty adding an email with a large number of participants and attachments.

This issue was investigated and was unable to be recreated; it’s possible this issue was caused by inactivity, or an issue with the available memory on the device. If you encounter a crash when using the Outlook add-in, please use the “Report this issue” button to send a support ticket about the crash. The developers can then investigate.

Why is the default file type CSV? Can this be changed?

CSV is used as the default file type as this is a lightweight file type with the greatest range of compatibility across devices and operating systems. CSV files also tend to generate quicker than other file types.

We do allow for a choice of file type for exports in many areas of Tractivity, such as the Reports and Surveys module. If there is an export you feel would benefit from a selection of file types, please submit a Feature Request by emailing support@tractivity.co.uk.

Can I include responses in a Survey Report from across different question versions?

When you retract a Survey, make changes to the questions, and republish, this creates a new “Question Version” for that Survey. Survey questions can be changed radically, from the text to the question type. Questions can also be re-ordered, or new questions added, and others removed. As such, “Question 2” (for example) could be something completely different between question versions. For this reason, the Survey report segments Survey Responses based on Question Versions, and these cannot be combined.

When I include Contacts in an Enquiry Activity, these Contacts will appear under the ‘Contacts’ tab on the ‘View Enquiry’ page. How can I stop this from happening?

The Contacts tab on the ‘View Enquiry’ page lists any Contacts that have been mentioned in an Enquiry’s Activities – essentially, anyone who has been involved in the conversation captured by the Enquiry. If you do not want a Contact to appear alongside an Enquiry, you can remove them from the Activity they have been associated with.

How can I tag Issues without associating them to a specific Contact (i.e. anonymous issues)?

We are looking at ways to create Issues without the need to tag against a specific Issue; this will be included in a future update.

In the meantime, a common solution used by many Tractivity users is to create a Contact named “Anonymous”. Any Issues that don’t relate to a specific stakeholder – or that you don’t want to associate with a specific stakeholder – can then be tagged against this “Anonymous” Contact.

We need decimal points available to record financial information.

We are planning to update the Enquiry Amount to include decimal points in the future, in order to facilitate cases where financial information needs to be recorded in Tractivity. This won’t be extended elsewhere, however, as Tractivity is first-and-foremost designed to capture qualitative data.

Moving from page to page isn’t seamless. There are too many steps when adding Activities.

We always welcome feedback on making Tractivity more intuitive to use. Generally, Tractivity has been designed to cover as many use cases as possible, due to the software being used by a wide range of industries across the country. However if you feel there is a specific improvement that could be made to the intuitiveness of Tractivity, please let us know by contacting your Customer Success Manager, or emailing customersuccess@tractivity.co.uk.

One of the easiest ways to add an Activity is through the Outlook add-in. This allows you to add emails as Email Activities with only a few clicks. You can also add Enquiries, Contacts and Organisations through the add-in. Another useful way of adding Activities is using External Forms. You can see guides for both of these methods below.

Tractivity Customer Day June 2025 - Your questions, answered

Find answers to your questions from our June 2025 Customer Day in this article