Notifications
NextGen keeps you informed with real-time notifications. You will receive alerts for ticket updates, task assignments, approval requests, SLA warnings, and more — so you never miss anything important.
Types of Notifications
| Notification | When You Receive It |
|---|---|
| Ticket Assigned | A ticket is assigned to you |
| New Reply | Someone replies to a ticket you are involved in |
| Task Assigned | A task is assigned to you |
| Task Updated | A task you are following is updated |
| Mention | Someone @mentions you in a comment |
| Approval Request | An item needs your approval |
| SLA Warning | A ticket is approaching its SLA deadline |
| SLA Breach | A ticket has exceeded its SLA deadline |
| Status Change | A ticket or task changes status |
| Timesheet Action | Your timesheet is approved or rejected |
Viewing Notifications
Click the bell icon in the top bar to see your notifications.
- Unread badge — The red number shows how many unread notifications you have
- Click to open — Click a notification to go directly to the related item
- Mark as read — Click the checkmark to mark a notification as read
- Mark all as read — Clear all unread notifications at once
Real-Time Updates
NextGen uses real-time technology to push updates to your screen instantly. You do not need to refresh the page to see changes:
- New tickets appear automatically in the Tickets Manager
- Status changes update in real time on Kanban boards
- New comments appear instantly in ticket/task detail views
- Call events update live in Call Stats
- Agent availability changes are reflected immediately
Connection Status
If you see a connection warning, it means the real-time connection was temporarily lost. The system will automatically reconnect. Your data is still safe — you just might not see live updates until the connection is restored.
Browser Notifications
NextGen can also send notifications through your browser, even when the tab is in the background:
- You may be prompted to Allow Notifications when you first log in
- Click Allow to receive browser popup notifications
- These are useful for high-priority alerts like SLA breaches or urgent ticket assignments
Browser Permission
If you accidentally blocked notifications, you can re-enable them in your browser settings (click the lock icon next to the URL bar and enable Notifications).
Email Notifications
Some notifications are also sent via email, such as:
- Ticket assignment notifications
- SLA breach alerts
- Scheduled replies and reminders
- Approval requests
Email notifications are configured by your administrator. Check your email inbox and spam folder if you are expecting notification emails.
Tips for Managing Notifications
- Check regularly — Review your notifications at the start and end of each day
- Act on urgent items first — SLA warnings and high-priority assignments should be handled immediately
- Mark as read — Keep your notification panel clean by marking handled items as read
- Enable browser notifications — So you do not miss important alerts when working in another tab