Even with the best tools, questions will pop up. Whether you are stuck on a specific workflow, need to report a technical issue, or just want to learn how to use a new feature, NextCrew provides a comprehensive support ecosystem. This guide explains how to use our Knowledge Base, interact with our AI Assistant, and submit a support ticket so you can get back to work as quickly as possible.
❖ How to Find an Answer —The Support Workflow
When you run into a question, follow these steps to get the fastest resolution:
Step 1: Ask the AI Assistant (CrewPilot)
Before leaving the screen you are working on, open the AI Assistant. Type your question naturally (e.g., 'How do I reset an onboarding document?'). The AI will search our entire guide library and give you the exact steps in seconds.
❖ Step 2: Search the Knowledge Base
Navigate to the Support Portal and use the search bar. Type keywords like 'Timesheet Overtime' or 'Add Client' to find comprehensive guides with screenshots.
❖ Step 3: Submit a Support Ticket
If the AI and guides do not solve your issue, or if you believe you have found a system error, click New Support Ticket in the portal.
❖ Step 4: Fill out the Ticket Details
Provide a clear subject line, select the category of the issue (e.g., HR, Workspace, Payroll), and write a detailed description. Include the name of the specific Crew Member or Job Order ID you are working with.
Pro-Tip: A screenshot is worth a thousand words. When submitting a support ticket, always attach a full-screen screenshot (or a short screen recording) of the error, making sure the URL at the top of your browser is visible. This allows our team to pinpoint the issue immediately. |
➤ FAQ — About Getting Help
Q: Who can submit a support ticket?
A: Any internal agency user (Admin, Recruiter, Payroll Manager) can submit a ticket. We do not provide direct end-user support for your Crew Members or Clients — your agency acts as their first line of support.
Q: How long does it take to get a reply?
A: Response times depend on your agency's specific Service Level Agreement (SLA) and the severity of the issue, but standard inquiries are typically addressed within 24 business hours.
Q: Can I see tickets submitted by other people on my team?
A: Yes, if your account is configured for it. Administrators can view all open tickets for their entire agency to prevent duplicate requests.
✅ Before You Move On — Confidence Check |
Can you honestly check all three boxes? If not, re-read the relevant section before moving to the next topic. |
☐ I know the three-step support workflow: AI Assistant first, then Knowledge Base search, then a support ticket — and I try them in that order before submitting a ticket. |
☐ When I submit a support ticket, I include a screenshot with the browser URL visible and the name of the specific crew member or job order I was working with. |
☐ I understand that NextCrew support handles internal agency user questions — and that my agency is the first line of support for crew members and clients. |
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