NEXT Web - Tickets

Overview

A ticket is a record used to track and manage a customer interaction, issue, or request from creation through to resolution.

This article explains how to access and use the Tickets area in NEXT. It is intended for all users and covers navigating the Tickets page, filtering and sorting tickets, creating new tickets, and managing ticket communications.

Before You Begin

• You must be signed in to NEXT with an active account.

Accessing Tickets

To access Tickets, complete the following steps:

1. Sign in to NEXT.

2. In the left navigation bar, click More.

3. In the More Options window, click Tickets.

4. The Tickets page opens and displays your existing tickets.

Navigating the Tickets Page

When you open Tickets, you are brought to the All Tickets view. A second navigation panel labeled Tickets appears to the right of the left navigation bar. Under Teams, you can see the names of the team inboxes you are a part of and the number of tickets in each.

In the main window, a horizontal navigation bar appears at the top of the All Tickets view. From left to right, it contains the following:

All Team Inboxes
By default, tickets from all of your team inboxes are displayed. To filter by a specific team inbox, click the drop-down arrow next to All Team Inboxes, then click the checkbox next to the team inbox you want to view.

All Status
By default, tickets of all statuses are displayed. To filter by status, click the drop-down arrow next to All Status and click the checkbox next to any of the following:

• Open

• In Progress

• Hold

• Soft-Close

• Ignored

• Closed

• Reopen

• Forwarded

• Archived

All Priority
By default, tickets of all priorities are displayed. To filter by priority, click the drop-down arrow next to All Priority and click the checkbox next to any of the following:

• Critical

• High

• Medium

• Low

The Tickets List

The main view displays a scrollable list of tickets grouped by the following time periods:

• Today

• Yesterday

• This Week

• Last Week

• This Month

• Last Month

• After Last Month, tickets are grouped by month name.

Each ticket in the list displays the following information:

• Ticket Id

• Ticket title

• Ticket status

• Priority

• Team inbox

• Assignee

Viewing Ticket Details

Clicking on an individual ticket opens a view showing all linked communications for that ticket.

Along the top of the ticket you can view and change the following:

• Inbox — Click the drop-down arrow next to the ticket's current inbox and select another inbox to change it.

• Status — Click the drop-down arrow next to the ticket's current status and select another to change it.

• Priority — Click the drop-down arrow next to the ticket's current priority and select another to change it.

• Assignee — Click the drop-down arrow next to the ticket's current assignee and select another NEXT user to change it.

The following panels are accessible from the right-hand side of the screen:

• NextIQ Insights panel — Click the NextIQ icon to show or hide the NextIQ Insights panel on the right. The NextIQ Insights panel provides a summary of the ticket and can help you:

  • Write a reply

  • Plan next steps

  • Go through a ticket’s history

• Ticket panel — Click the ticket icon to show or hide the Ticket panel on the right.

• Contact panel — Click the avatar icon to show or hide the Contact panel on the right.

• Meetings panel — Click the calendar icon to show or hide the Meetings panel, which displays any upcoming meetings.

Communication Filters

To filter the conversations in the conversation view by communication method, complete the following steps:

1. Click the filter icon in the conversation view.

2. Select one or more of the following:

   • Email

   • Phone

   • Text messages

Changing Screen Alignment

To change the screen alignment, complete the following steps:

1. Click the vertical ellipsis (⋮).

2. Click Alignment.

3. Select one of the following options:

   • Left aligned

   • Left & right

Replying to a Ticket

You can reply to an individual ticket with a text message or an email.

NOTE: If there are no linked messages, the following message is displayed: No conversation history. There are no linked communications for this ticket yet.

Replying with a Text Message

To reply with a text message, complete the following steps:

1. Ensure Text message is visible in the response window. If not, click the drop-down arrow and select Text message.

2. Type your response. Click the emoji icon to add an emoji to your message.

3. Click Show details to view and edit the following fields:

   • From: The number sending the text message.

   • To: The destination number of the text message.

4. Click the blue icon to send the message.

NOTE: If there is no phone number saved with the contact, you cannot reply with a text message. If you can’t reply with a text message and hover over the Text message option, a text box appears. This text box provides a reason why you can’t reply with a text message.

Replying with an Email

To reply with an email, complete the following steps:

1. Ensure Email is visible in the response window. If not, click the drop-down arrow and select Email.

2. Click Show details to view and edit the following fields:

   • To: The destination address of the email.

   • CC: The email addresses that receive a carbon copy of the email.

   • BCC: The email addresses that receive a blind carbon copy of the email.

   • Subject: The subject of the email.

3. Type your response. Click the emoji icon to add an emoji to your message.

4. Click the blue icon to send the message.

NOTE: If there is no email address saved with the contact, you cannot reply with email. If you can’t reply with an email and hover over the Email option, a text box appears. This text box provides a reason why you can’t reply with an email.

Linked Communications

Under Linked Communications in the Ticket panel, all communications linked to the ticket are visible. Click on an individual communication to highlight it in the conversation window.

Linking Communications

To link communications to a ticket, complete the following steps:

1. In the Ticket panel, click:

   • The + icon if there are no existing linked communications.

   • The edit icon next to Linked Communications if there are existing linked communications.

2. A Link Communications window appears. Clicking Continue takes you to the conversation with the contact to select communications for linking. NEXT returns you to the ticket when done.

   • To skip this message in future, click Don't show me this again.

3. Click Continue.

1. In the conversation with the contact, click the checkboxes next to the messages you want to link to the ticket.

2. Click Save in the blue box at the bottom.

Unlinking Communications

To unlink all communications at once, click Unlink All next to Linked Communications in the Ticket panel.

To unlink individual communications, complete the following steps:

1. Click the edit icon next to Linked Communications.

2. A Link Communications window appears. Clicking Continue takes you to the conversation with the contact to select communications for linking. NEXT returns you to the ticket when done.

   • To skip this message in future, click Don't show me this again.

3. Click Continue.

4. In the conversation with the contact, uncheck the checkboxes next to the communications you want to unlink.

5. Click Save in the blue box at the bottom.

Adding a Note to a Ticket

To add a note to a ticket, complete the following steps:

1. In the Ticket panel, click the + sign next to Notes.

2. Enter the note in the Add Note window.

3. Click Save Note.

Editing a Note

To edit a note associated with a ticket, complete the following steps:

1. Hover over the note you want to edit in the Ticket panel, and click the pencil icon.

2. Edit the note in the Edit note window.

3. Click Save note when finished.

Deleting a Note

To delete a note associated with a ticket in the Ticket panel, please complete the following steps:

1. Hover over the note you want to delete and click the trash icon.

2. Click Delete in the Delete note window.

Creating a Ticket

To create a ticket, complete the following steps:

1. Click the + Create Ticket button.

2. The Create Ticket panel opens to the right. Enter the following information:

1. Click Create Ticket.

NOTE: Communications cannot be linked until after a ticket has been created. Once the ticket is created, open it and link communications from within the individual ticket.

NOTE: If creating a ticket from a particular inbox, you will only see team inboxes relevant to that inbox in the Team Inbox field.