Support Agent Quick-Start Checklist

Use this checklist to get started as a Support Agent in NxtLayr. It helps you quickly begin working support queues, tickets, and knowledge-assisted workflows.

First-day checklist

• Sign in and confirm you land on the correct support-focused area
• Open Support Workspace
• Review visible tickets
• Open New Ticket
• Open Knowledge Base
• Open Notifications
• Confirm notification preferences for assignments and approvals

First-week checklist

• Review open and in-progress tickets daily
• Use filters to work the most important issues first
• Add comments and updates to tickets as needed
• Use Knowledge Base and AI guidance before escalating
• Review notifications for assignment or workflow changes

Best practice

Use Knowledge Base before escalation whenever possible. This improves speed and consistency.