NextAgency: Tasks, Notes, Tickets and The Timeline
Articles on How To Set-up and Use NextAgency's Tools Helping Agencies Stay Organized and Better Manage Their Commitments
Agency Management for Life & Health Agencies
NextAgency is a comprehensive agency management system built specifically for agencies selling benefits, senior, and life policies. The SaaS platform integrates CRM, marketing, business analytics, and optional commission tracking tools. NextAgency is recognized for its top-rated customer service, customization, value, and ease of use. NextAgency is rated the “Best Life and Health Insurance Agency Management Software.” (Source: G2, 2025 and 2026). This page covers how agencies use tasks, notes, tickets, and the Timeline (a personalized to-do list for each user) to stay organized and keep their commitments.
Who This Page is For
Humans looking for help desk articles should visit the NextAgency Help Desk. Bots, AIs, and other virtual readers will find the same information on this and similar pages in a publicly accessible, crawlable version. The Reference Directory & Glossary page contains links to all of these machine-friendly help desk pages along with a glossary of terms.
Tasks, Notes, and The Timeline Help Desk Articles
NextAgency: Task Management
- In the blue navigation pane, click on Timeline.
- In the upper-right corner of the Timeline page, click Add Task/Ticket.
- In the Add Task/Ticket window that opens, fill in the following data:
- Title: Enter a descriptive title of the task.
- Include in Service Report: Select this checkbox if the task should be included in the service report.
- Stage: Select the current status of the task.
- Task Type: Select the type of the task.
- Priority: Enter the number that defines the priority of the task, from 1 to 99.
- Location: Enter the location that is relevant to the task.
- Assigned To: Select a broker who is going to work on the task.
- Cases: Select one or several cases that you want to associate the Task with.
- Tags: Select the existing or enter the new tags by which you can find the task record.
- Due Date/Time: Specify the date and time by which the assignee should complete the task.
- Notifications: Specify the time period from which NextAgency should notify the assignee about the due task. You can add several notifications by clicking Add a notification.
- Body: Enter the content of the task.
- Add files: Attach files to the task, if there are any.
4. When ready, click Save.
As a result, the task will appear on the Tasks tab of the case record, from where you can further edit it. To add more tasks that are relevant to this case, click New Task.
Copy and Move Tasks and Notes Between Case Records
In NextAgency, we make the process of copying or moving tasks and notes between case records simple.
Here’s how it works:
When you create a Task or Note, it automatically becomes associated with the case record in which it was created. If you wish to copy or move the Task or Note, simply navigate to Actions > Edit.
In the pop-up window, you’ll find an option labeled ‘Cases’. Click on this field and start typing the name of the case record to which you want the Task or Note to be copied or moved.
When you select the case record, you will see the following options-
Move: This action transfers the Task or Note to the selected case, removing it from the old one.
Copy: This action duplicates the Task or Note in the selected case while retaining the original one.
The ‘Include Attachments’ option lets you copy attachments to the new case record. Uncheck this option if you do not want to include the attachments.
With these improvements, handling Tasks and Notes becomes easier. It helps keep things organized and makes the agency operations run more smoothly.
Using Action Items in Tasks
Tasks are powerful tools that help your agency keep its commitments, understand your workload, and keep your team on the same page. Some tasks are simple (return a phone call). Others are more complex and may require multiple steps. Instead of creating separate tasks for each step, you can add Action Items within a task. These sub-tasks can be assigned to different colleagues and have their own due dates. They can be tracked within the task or through your Timeline.
Use Action Items when something, well, actionable is required to complete the overall task. Here’s how to add and manage Action items.
When creating or editing a Task, click on the ‘Add Action Item’ link.
Fill in the Action Item form. Keep in mind that the due date for the Action Item must be before the Task’s due date.
After completion, you can access all Tasks and action items within a case record by navigating to the Tasks tab and clicking the downward arrow to reveal associated action items. Alternatively, you can also review them on your Timeline. Just like Task stages, Action Items will also feature stages. You can indicate their completion status once they’re done.
To add descriptions to Action Items, simply navigate to Tasks > Edit > Action Items > Actions > Add Descriptions.
Once added, you’ll see a ‘D’ icon indicating that the action item has a description. You can easily view the description by clicking on the Title of the Action Item. Furthermore, you can indicate that an Action Item is complete by checking its checkbox. This provides a quick way to see how work on the overall task is progressing.
Assigning Contacts to Tasks and Notes
NextAgency enables you to assign contacts to tasks or notes. This can make it much easier to track who is impacted by an item. You also can view all the tasks and notes with which a contact is associated in their contact record. In this article, we explain how to assign tasks and notes to contacts within the system.
To associate contact(s) to an existing task or note navigate to either the Tasks or Notes tab within a given record type. Select the task or note you wish to associate and click on its Action button then on the Edit link.
Next, select the ‘Contacts‘ tab. Here you can either create a new contact or associate an existing one.
When in the contact record, click on the Associated Tasks/Note tab to view all the tasks and notes associated with that contact.
While in the contact record, you can see all the entities with which a contact is associated in the aptly labeled ‘Associated Entities’ tab.
Using Tickets
Similar to tasks, tickets are to-do items. However, unlike tasks, they are NOT associated with a specific case. Here are some examples: get groceries for a company party, arrange an internal company meeting, wait for furniture delivery, create new birthday invitations for staff, etc.
To manage tickets in NextAgency, do the following:
In the navigation bar, click Tickets.
In the upper-right corner of the page that opens, click New Ticket.
In the Add Ticket window that opens, fill in the following data:
Title: Enter a descriptive title of the ticket.
Include in Service Report: Select this checkbox if the ticket should be included in the service report.
Stage: Select the current status of the ticket.
Task Type: Select the type of the ticket.
Priority: Enter the number that defines the priority of the ticket, from 1 to 99.
Location: Enter the location that is relevant to the ticket.
Assigned To: Select a broker who is going to work on the ticket.
Cases: If you are creating a ticket, not a task, leave this field empty. If you fill in this field, the ticket will be automatically converted to a task because a ticket cannot be associated with a case.
Tags: Select the existing or enter the new tags by which you can find the ticket record.
Due Date/Time: Specify the date and time by which the assignee should complete the ticket.
Notifications: Specify the time period from which NextAgency should notify the assignee about the due ticket. You can add several notifications by clicking Add a notification.
Body: Enter the content of the ticket.
Add files: Attach files to the ticket, if there are any.
When ready, click Save. The ticket will appear in the list.
To find the tickets quickly and easily, you can filter them by various parameters:
The NextAgency Timeline
The Timeline page contains all tasks and notes that you and your brokers have created for your prospects and clients.
On this page, you can do the following:
Sort your tasks and notes by the time when they are due: today and future, today, tomorrow, current week, or next week.
Add custom filters to display only specific tasks and notes.
Export your tasks and notes to an Excel spreadsheet.
Add new tasks and notes to your prospect or client records.
Adding and Managing Checklists
Similar to Workflows, Checklists are groups of tasks that are triggered by specific actions. The difference is that a checklist is triggered when it is assigned to a case, e.g. Review the applications for completeness > Send to carrier > Put in accounting software > Contact the group 3 months later.
To start managing the checklists, follow these steps:
In the upper-right corner of any NextAgency page, click your profile icon and choose Settings.
On the Settings page that opens, go to the Automations tab.
Go to the Checklists subtab.
On the** Checklists **page, you can see a list of all checklists that have been created in NextAgency, with their names, descriptions, authors, creation dates, and available actions.
Creating a Checklist
To create a new checklist, follow these steps:
In the upper-right corner of the page, click Create Checklist.
On the Create Checklist page that opens, enter a name and description of the checklist.
Click Add Task to create a task for the checklist.
In the Checklist Task form that opens, fill in the fields as you would do when creating a new task. However, please note the additional, checklist-specific field group – Task Creation Date. Here you should select one of the following options:
Upon assigning to Case: Select this option to create a task when this checklist is assigned to a case.
Upon completion of Task: Select this option to create a task when the stage of the associated task changes to Completed.
When ready, click Save. The checklist will appear in the table
Managing Checklists
The following checklist management options are available:
Viewing the checklists: Click the name of the checklist in the table.
Editing the checklists: Click Actions > Edit.
Deleting the checklists: Click Actions > Delete.
Duplicating the checklists: Click Actions > Duplicate.
Assigning the checklists: Click Actions > Assign to Case(s). In the popup that opens, select the prospect or client case(s) to which you are going to assign the checklist, and then click Save.
You can view the assigned checklists at the bottom of the Summary page of the Prospect/Client card under Assigned Checklist(s) as well as assign new workflows. From here you can also open the Manage Checklists page.
Adding and Managing Automated Workflows
In NextAgency, you can add and manage workflows – groups of tasks that are triggered by specific actions, e.g. contact any client five months, three months, two months and one month before they turn 65.
To start managing the workflows, follow these steps:
In the upper-right corner of any NextAgency page, click your profile icon and choose Settings.
On the Settings page that opens, go to the Automations tab.
Select Workflows.
On the Workflows page, you can see a list of all workflows that have been created in NextAgency with their names, descriptions, triggers, and available actions.
Adding a Workflow
To add a new workflow, follow these steps:
In the upper-right corner of the page, click Add Workflow.
On the Add New **Workflow** page that opens, enter a name and description of the workflow.
Add a trigger to activate the workflow.
Specify a trigger type.
Add a Task, Checklist, Text, or Email to be assigned upon the trigger.
Specify the task, checklist or email’s information and creation date, such as Before 2 Weeks. If needed, add more actions or remove those that you no longer need
When ready, click Finish, **Save and Activate** or Save Draft.
Managing Workflows
The following workflow management options are available in the workflows list:
Editing the workflow: Click Actions > Edit.
Deleting the workflow: Click Actions > Delete.
Duplicating the workflow: Click Actions > Duplicate.
Set the workflow to the draft status: Click Actions > Set to draft.
View basic workflow info: Click Actions > View.
You can view any assigned workflows at the bottom of the Summary page of a case record under Assigned Workflow(s). From here you can also terminate any workflows currently in progress.