If your business runs on CommTrak, you already understand the value of having every job, fault, and customer interaction logged in one place. What you might not have solved yet is what happens to the calls that come in when your team is busy — or when it's 11pm on a Friday.
This is the problem Yindi was built to fix.
What is CommTrak?
CommTrak is an Australian CRM platform built specifically for service businesses — IT managed service providers, telco resellers, security and fire companies, AV integrators, and trades businesses. It handles jobs, tickets, managed services, workflows, customer portals, inventory, and reporting.
It's used by some of Australia's largest telecommunications companies and hundreds of service businesses across the country. If you're in the IT or telco space in Australia, there's a reasonable chance you or your customers are running on CommTrak.
The core strength of CommTrak is centralisation — everything about a job or customer interaction lives in one place. The weakness every CommTrak user shares is the same: getting information into CommTrak when a call comes in still requires a human.
Until now.
The problem every CommTrak business faces
Here's the scenario that plays out in IT and telco businesses across Australia every single week.
A customer calls to report a fault. Your team is on another call. Or it's after hours. Or the call comes in during the morning rush when everyone is flat out.
One of three things happens:
Scenario 1 — The call goes to voicemail. The customer leaves a message. Someone listens to it tomorrow morning, manually finds the customer record in CommTrak, types up the fault description, sets the job type, and creates the ticket. By then, it's been 12+ hours since the fault was reported.
Scenario 2 — The call rings out. The customer hangs up and tries your competitor. The ticket never gets created because the call never happened.
Scenario 3 — A staff member answers, spends 5 minutes gathering details and another 5 minutes creating the ticket manually in CommTrak. That's 10 minutes of skilled technical staff time spent on data entry for every single inbound call.
Multiply Scenario 3 by 20 calls a day and you've lost over 3 hours of technical staff time to manual ticket creation. Every day.
How Yindi integrates with CommTrak
Yindi connects directly to CommTrak via API. When a call comes in — whether it's a fault report, a service request, a new business enquiry, or a general question — here's exactly what happens:
Step 1 — Yindi answers instantly No hold music, no "press 1 for support". Yindi answers the call in under a second with a natural, conversational AI that sounds like a professional receptionist. It identifies itself as the company's answering service and begins gathering the caller's details.
Step 2 — Caller is identified Yindi checks the caller's number against your CommTrak customer database. If they're an existing customer, Yindi already knows who they are. If it's a new enquiry, Yindi captures their details as a new lead.
Step 3 — Fault or job details are captured Yindi asks the right questions for your business type. For a managed services company: what system is affected, what's happening, what's the impact, what's the callback number. For a telco reseller: which service is affected, what the customer is experiencing, urgency level.
Step 4 — CommTrak ticket or lead is created automatically The moment the call ends, Yindi creates the job or ticket in CommTrak. The customer record is matched, the fault description is populated, the job type is set, and the ticket is assigned — all without anyone touching a keyboard.
Step 5 — Notifications go out immediately The caller receives an SMS confirmation with a reference number so they know their issue has been logged. The relevant staff member receives an immediate notification — via SMS, email, or however you prefer — so urgent faults can be escalated straight away rather than waiting until morning.
The entire process takes under 3 minutes. The ticket exists in CommTrak before the caller has put their phone down.
Who this is built for
IT Managed Service Providers
MSPs live and die by SLA compliance. Every fault call that goes unanswered — or gets manually logged hours later — is a breach waiting to happen. Yindi means the SLA clock starts the moment Yindi answers, not the next morning when someone reads the voicemail.
Beyond fault calls, MSPs also receive new business enquiries. A small business owner who calls your after-hours line to ask about managed services is a qualified lead. Without Yindi, they leave a message. With Yindi, their details are captured as a new lead in CommTrak and a staff member is notified to follow up.
Telco Resellers
Telco resellers handle a high volume of inbound calls — provisioning requests, fault reports, billing enquiries, service changes. Most of these follow predictable patterns, which makes them ideal for Yindi to handle.
A customer calling to report an internet outage gets their fault logged instantly in CommTrak. A new customer enquiring about a business phone system gets their details captured as a lead. Your team focuses on resolution and sales — not data entry.
Security and Fire
After-hours alarm calls and fault reports are the lifeblood of security and fire businesses — and the most dangerous to miss. A customer calling to report a faulty alarm at 2am needs to know someone has received their call. Yindi answers, captures the details, creates the CommTrak ticket, notifies the on-call technician, and SMS's the customer — all before anyone picks up a phone.
AV and Technology
Support calls and site visit requests can come in at any time, particularly from commercial customers who notice issues outside business hours. Yindi captures the details and logs them in CommTrak so your team arrives Monday morning with a full list of weekend requests already ticketed, prioritised, and ready to action.
Trades and Construction
Job requests and fault calls don't follow business hours. A builder who needs an electrician on site first thing Tuesday calls Monday afternoon when you're on the tools. Yindi answers, captures the job details, creates the record in CommTrak, and confirms the booking with the customer — all while you're still on the roof.
The new business angle most businesses overlook
Most businesses think about after-hours call answering as a way to stop dropping existing customers. That's true — but the new business angle is just as important.
Consider how your business appears on Google. Your phone number is right there. A prospect searching for "IT support Melbourne" at 7pm on a Wednesday sees your listing, likes what they see, and calls. Your phone rings out. They call the next result.
With Yindi, that call gets answered. The prospect gets a professional response. Their contact details and requirements are captured as a lead in CommTrak. A staff member receives a notification to follow up in the morning. You wake up Tuesday with a warm lead you would otherwise never have known about.
This happens every week in businesses that don't have after-hours answering. With Yindi and CommTrak integrated, it stops happening.
Setting it up
Yindi connects to CommTrak via API. The setup process involves:
- A free demo call — we walk through your specific call types, customer profile, and how you want tickets structured in CommTrak
- Knowledge base setup — we train Yindi on your business, your services, your FAQ responses, and your escalation rules
- CommTrak connection — we connect Yindi to your CommTrak instance and configure the job/ticket creation rules
- Call routing — Yindi works with your existing phone system via SIP or call forwarding. No new hardware required.
- Go live — most businesses are live within a few days of the demo
From that point, every call that comes into your business — whether you're in the office, on site, or asleep — gets answered professionally, logged correctly in CommTrak, and actioned by the right person.
Why no other AI receptionist does this
There are other AI receptionist products available in Australia. Some of them are good. None of them integrate directly with CommTrak.
This matters because the alternative is a generic integration — the AI answers the call, sends you an email or SMS summary, and you manually create the ticket in CommTrak. That's better than voicemail, but it still requires a human in the loop for every call.
With Yindi's direct CommTrak integration, the human is removed from that loop entirely. The ticket exists in CommTrak automatically. Your team's job is to action it — not to create it.
For CommTrak businesses, this is the difference between a receptionist that takes messages and a receptionist that actually does the work.
Yindi AI is a Melbourne-based AI company with experience working with over 900 Australian businesses. We offer a free demo where you can hear Yindi handle a real call for your business and watch the ticket appear in CommTrak automatically. Book a free demo →