Q&A Tickets

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Overview

Q&A Tickets let your team ask questions and get answers, with the best answers automatically added to a shared knowledge base. The NextKS bot uses this knowledge base to answer future questions without needing to bother anyone. You can work with tickets from three places: All three interfaces work together — a ticket created in Claude Desktop appears in the web dashboard and the chat bot, and vice versa.

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Creating a ticket

A ticket represents a question or problem your team can help resolve. Each ticket has:

• Title — a short summary of the question
• Description — the full details
• Urgency — normal or urgent (urgent tickets are flagged with a 🚨 in notifications)
• Assignees — team members invited to help answer

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Participants

Every ticket has participants — the people involved in resolving it:

• Author — the person who created the ticket
• Assignees — team members invited to help

All participants can view the ticket, submit answers, and add comments. You can invite more people at any time from the ticket detail page or through the bot.

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Notifications when someone is assigned

When a new assignee is added to a ticket, they receive a notification with the ticket title, the author’s question, and a link to the ticket. If someone other than the author adds the assignee, the author is also notified.

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Answers

Any participant can submit an answer to a ticket. An answer is a proposed solution to the question.

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Submitting an answer

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What happens when an answer is submitted

• The ticket author receives an interactive notification with the answer text and two buttons:
  • Accept & share — marks the answer as accepted and adds it to the knowledge base
  • Ignore for now — dismisses the notification without taking action
• Other participants receive a simple notification that a new answer was submitted.

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Accepting an answer

Only the ticket author can accept an answer. Accepting an answer does two things:

1. Marks it as the accepted solution (highlighted in green on the ticket)
2. Adds it to the knowledge base — the answer becomes discoverable by everyone in your organization through the NextKS bot

If a different answer is accepted later, the previous one is replaced in the knowledge base.

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Comments

Comments are for discussion — follow-up questions, clarifications, or additional context. Unlike answers, comments are not added to the knowledge base.

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Adding comments

Comments support text and up to 5 image attachments. In the web dashboard, you can paste images directly or use the file picker. Through the bot, you can attach images from your chat message. All participants (except the commenter) are notified when a new comment is posted.

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Deleting comments

You can delete your own comments. Deleted comments are permanently removed. No notification is sent.

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Urgency

Tickets can be marked as normal or urgent. Urgency affects how notifications appear:

• Normal tickets — standard notifications
• Urgent tickets — all notifications are prefixed with 🚨 to draw attention

You can change the urgency at any time by modifying the ticket. When a ticket is escalated from normal to urgent, all participants are notified.

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Discarding and reopening

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Discarding a ticket

The ticket author can discard a ticket when it’s no longer needed. Discarding:

• Sets the ticket status to discarded
• Removes the accepted answer from the knowledge base (if one was accepted)
• Dims the ticket content in the web dashboard
• No notification is sent

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Reopening a ticket

A discarded ticket can be reopened by the author. Reopening:

• Restores the ticket to its previous status
• Re-adds the accepted answer to the knowledge base (if one existed)

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Ticket statuses

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Filtering and navigation

In the web dashboard, you can filter tickets by:

• Role — show tickets where you’re the author, assignee, or both
• Status — show assigned, answered, discarded, or all

Click any ticket in the list to open its full detail view with all answers, comments, and participant information.

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Summary of notifications