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Before you begin

Set up custom fields in Freshdesk

Set up automation rule in Freshdesk

Add workflow-related data to Freshdesk ticket

You can trigger a Next Matter workflow directly from Freshdesk or send Next Matter workflow data to a Freshdesk ticket.

Integrate with Freshdesk

Welcome to Next Matter

As a builder, you'll be creating and managing workflows and integrations.

Get started: Build workflows

Next Matter is the common interface for all your team's tools. Explore our extensive integration capabilities.

Integrate across tools

Understand how your workflow works and what the dependencies are by looking at a graphic representation of the workflow.

Visual builder

Capture all back-and-forth messages around the design and building of a workflow and keep them as documentation in builder notes.

Notes in workflow

Make sure your workflows cater for specific scenarios

Branch your workflows

Refer to this page if you've run into issues creating or starting a workflow.

Troubleshooting workflows

All your tasks are visible in your Next Matter inbox helping you to organize your work. 

Inbox

Track the workflows you started and any open tasks you have.

My requests

Host external sets of data in Next Matter.

Datasets

As a Next Matter user you'll be working with tasks and getting notifications in your inbox.

Get started: Work with tasks

Check out how to run an instance, stop, update or delete it, and how to edit or delete a workflow.

Manage workflows/instances

Find steps assigned to team members and reassign them to keep workflows running.

Reassign tasks

Complete steps in the app or using the API

Complete steps

It might happen that you use Next Matter because you got workflow steps assigned to you.

Participate in workflows

It might happen that the first step in a workflow is an external user sending data to Next Matter. It might be a customer who wants to move stocks to your company and is filling in a form with the data. Sending the data can then start the stock transfer workflow.

Create external workflows

You can complete workflow tasks and start requests by opening a link or scanning a QR code. 

Complete tasks as guest

There are three ways to export data from Next Matter

Export data

Find what you need using Next Matter search or filters

Search

Use the Data tab to monitor the health of your team and your workflows.

Monitor data

To help you monitor the progress of instances, you can create a stage board, and view all instances against these stages. The most basic stages would be: Started, In progress, and Completed.

Stages board

With roadmap you can get a 360-degree view of your workflows and instances. Use it for reporting or reviewing statuses and to define who builds which workflow by when.

Monitor progress with roadmap

Decide if and how you want to get notified about tasks or instances and manage your personal details and password.

Personal profile

If you've forgotten your password, you can easily reset it.

Reset your password

You can offer multiple Next Matter services as your own ensuring seamless user experience.

Custom branding

The dashboard is what the users in your organization will first see when they log in to Next Matter.

Company dashboard

Normally, you start automating operations by building a workflow. When you have a workflow, you can then run its real-life instance.

About workflows and instances

Create draft workflows and roll back to a previous version, if needed.

Workflow versions

Visibility and permission settings help you manage access to workflows. For example, the accounting team might not need to see the workflows of the sales team. Alternatively, you might want only yourself and a handful of people to be able to see certain workflows.

Workflow visibility

As a workflow lead you can set deadlines for steps, and send assignees (internal and external) reminders to get the step completed in time.

Deadlines and reminders

You can create and tag instances and workflows to filter and find them easier.

Create workflow tags

Ensure your workflow escalation contact person and the main stakeholder are set.

Workflow lead and tech lead

If you're onboarding a new customer and part of the workflow is to get some legal paperwork ready. Instead of doing that as part of the entire customer onboarding process flow you can trigger a sub-workflow.

Sub-workflow triggering

In Next Matter, you have an overview of all workflows and a details overview per workflow.

Instance overview table

When you've built your workflow with the editor, your team can run it as an instance. There can be multiple instances of the same workflow.

Start instances

You can automatically start instances when another workflow completes and send data from one workflow to a step in another one.

Launch instances automatically

Each of your workflows consists of multiple steps that are run in a set order. Each step defines a clear activity that needs to be completed by a team or individual in your organization.

Step types

You can set the time for the step to start on, after, or before as certain date. For example, you might want to automatically send a follow-up email to a customer after 5 days.

Schedule step start

You can create a step that allows workflow users to leave comments.

Comments in steps

Celebrate user achievements by showing a completion message when they are done with a step

Show completion message

If you want a process to run faster, you can decide to make a step non-blocking. Then, the workflow will continue before this step finishes.

Non-blocking steps

A common pattern in processes is that next steps are dependent on the outcome of previous steps or certain fields only show when specific requirements have been fulfilled. We enable this way of branching workflows with conditions.

Conditions

You can grant permission to your team to view the step otherwise it will remain hidden from the people involved in the workflow.

Step visibility

Forms are detailed tasks required to complete a step. The form field might be to enter customer address or select a meal type from a dropdown. Each step can consist of multiple mandatory or optional form fields.

Forms and form fields

Validate text patterns using regular expressions or allowing only numerical input

Field validation

When you select data to reuse you can choose between providing data in JSON or plain format

Data formats

Save user time by prefilling values in form fields.

Prefilling

See how you can use workflows and workflow solutions to respond to specific business scenarios.

Use cases: forms, actions

If you want a step to be based on the data entered in the previous step, set a dynamic data reference. Then the data you need will be automatically extracted and inserted where you need it. The data can also be sent to databases or systems within your organization.

Data references

In Next Matter you can send data to an external application. You might then pull the processed data from these apps and reuse it in the workflow.

Variables in workflows

By adding parameters to the public form URL, you can automatically gather and pass meta information to the workflow and external databases. This way you exchange manual data input for automation.

Add metadata

Next Matter can integrate with any system through integration steps, for example, to retrieve data and use it further in a process or to update data in a third-party system.

Integration types

Start a workflow based on triggers from external apps.

Webhook triggers

Templates give you a head-start on integration. They create all the necessary steps and fill in the API details you need.

Templates

When you connect 3rd party apps, data is shared between those apps and Next Matter. Learn what is being shared to maintain full data security.

Scopes and permissions

As an admin you can create and manage your Next Matter API keys and use Next Matter API to integrate with third-party systems.

API keys and credentials

Automate API calls and integrate them into workflows or applications, and get working examples for quick application. 

Quick scripts and API examples

No-code integrations enable you to create code-free steps or perform a no-code action on data

No-code automations

Use any of the no-code templates available to perform an action on the Next Matter instance.

Next Matter actions

Integrate with Airtable to create and update Airtable records.

Integrate with Airtable

Get data out of your database or push data back to Amazon Redshift from a Next Matter workflow.

Integrate with Amazon Redshift

You can integrate with Asana to automatically create a task in Asana in a workspace, project, and section from a Next Matter workflow.

Integrate with Asana

Exchange data with 3rd party services using Azure Event Hubs.

Integrate with Azure Event Hubs

Connect your workflow to Box to handle your documents and upload them to workflow steps

Integrate with Box

Create shipments and return corresponding shipment tracking numbers, labels, and documentation.

Integrate with DHL

You might want to send documents that are part of the Next Matter workflow to sign with Docusign. Integrate with Docusign to manage document signing end to end.

Integrate with Docusign

Connect to the Front App and add a comment to a conversation.

Integrate with Front

Integrate with GIPHY

Send data to and get them from HubSpot straight into your workflow.

Integrate with HubSpot

Bring company or contact information from Intercom into your workflow

Integrate with Intercom

You can trigger a workflow from a Jira issue or create a Jira ticket in a Jira project as a step in a workflow.

Integrate with Jira

Send Mailchimp transactional emails directly from your workflow.

Integrate with Mailchimp

Connect your workflow and Notion to create new pages or add paragraphs.

Integrate with Notion

Integrate with Nutshell

You can push the data from a Next Matter workflow to the database or pull the data you need into a workflow.

Integrate with PostgreSQL

If you want to automatically send an email from Next Matter, you can tap into Next Matter's built-in integration to reach out to external partners by email.

Integrate with Sendgrid

Send customized Slack messages directly from a Next Matter workflow to dedicated channels.

Integrate with Slack

You can get a cell value from Smartsheet and pull it into the workflow.

Integrate with Smartsheet

Next Matter can make any Rest API call and send data to other systems or integration layers so it can be used further.

Integrate with Zapier

Exchange information between workflows and Zendesk

Integrate with Zendesk

Portals are an easy way to share selected workflows with users

Create and share portals

As a portal user you can start requests from portals, and complete tasks.

Get started: Portal user

If you opened a request in the portal or used a public form to start a workflow, you can easily track the status of these requests.

Track your instances/requests

Sidebars help you display Next Matter inside your service tool.

Zendesk sidebar

Freshdesk sidebar

Front sidebar

If staying compliant is something you strive towards in your organization, you can use Next Matter's potential to build workflows that help you reach your compliance goals.

Compliance with Next Matter

Need to run a return rental workflow or automate refund processes? Any customer service workflow, complex or straightforward, can be automated in Next Matter.

Customer service automation with Next Matter

Make onboarding a replicable, quality and enjoyable experience: for employees, customers, partners, ...and yourself.

B2B onboarding with Next Matter

We bring you new features and fixes every month

Product updates

Product features and improvements in 2024

Updates in 2024

Product features and improvements in 2023.

Updates in 2023

Get started with Next Matter public API. 

Overview

API

No-code

Custom integrations

Integrate with Freshdesk

Before you begin

Set up custom fields in Freshdesk

Set up automation rule in Freshdesk

Overview

API

No-code

Custom integrations

​Before you begin

​Add workflow-related data to Freshdesk ticket

​Set up custom fields in Freshdesk

​Set up automation rule in Freshdesk

Before you begin

Add workflow-related data to Freshdesk ticket

Set up custom fields in Freshdesk

Set up automation rule in Freshdesk