Support Tickets

Support Tickets

Next-Cart support combines AI Help, Support Agent Chat, and Tickets & Email Support. AI Help provides automated guidance and ticket creation at any time. Human support follows the service windows and SLA targets below.

Use a Support Ticket when the issue needs project-specific investigation, migration or order identifiers, attachments, diagnostic evidence, or a persistent case record. Keep follow-up questions and evidence for the same issue in one case, and create a separate request for an unrelated problem.

Choose a support channel

Channel	Use it for	Availability
AI Help	Automated guidance, self-service assistance, identifying the next step, and creating a Support Ticket.	Available at all times. An automated AI Help reply does not count as the human Response SLA when a Support Agent has been requested or human technical review is required.
Support Agent Chat	Human assistance through AI Help when a live conversation is appropriate.	Normally 9:00 a.m. to 5:00 p.m. GMT+7 every day of the year, including public holidays.
Tickets & Email Support	Human technical investigation and follow-up for supported migration issues.	Normally 8:00 a.m. to 11:00 p.m. GMT+7 every day of the year, including public holidays.

Requests submitted outside the applicable human-support window are handled during the next available support period unless out-of-hours assistance has been arranged in advance and confirmed by Next-Cart, subject to staff availability.

Support response and resolution targets

The SLA clock begins when Next-Cart receives a sufficiently complete support request with the information and access reasonably required to begin investigation.

• Response SLA: an initial human response within 24 hours from the time the SLA clock begins.
• Resolution SLA: resolution of a supported issue within 72 hours, subject to the exclusions and dependencies in the SLA.
• SLA timing can pause while required customer information, credentials, approval, or access is unavailable.
• Resolution timing can extend when the issue depends on a Source Platform or Target Platform, hosting provider, API, extension, network, unsupported behavior, or another circumstance outside Next-Cart’s reasonable control.
• If a qualifying major technical issue cannot be resolved within the 72-hour Resolution SLA, refund eligibility is assessed under the applicable Refund Policy.

For escalation, reply to the existing Support Ticket or Support Agent conversation so the history and evidence remain attached to the same case. Escalation does not change the purchased scope or the SLA commitments.

Open the Support Portal

1. Sign in to your Next-Cart account and open the Dashboard.

2. Select Support in the sidebar.

   

3. Check that the Support Portal shows the intended account. Use Home to start a request, My tickets to track submitted requests, or New ticket to open a blank request form.

   

The Home page provides three navigation blocks:

Block	Action	Destination
Ask our team	Create a ticket	Open the new-ticket form.
Track your requests	View my tickets	Open your submitted requests in My tickets.
Explore Next-Cart Docs	Browse documentation	Open technical setup, migration, validation, and troubleshooting instructions.

Start a request with Get help

The input on Home is a quick starting point for a new request. Ticket search is on My tickets.

1. Enter a short explanation of what you need help with in the Home input field.

   

2. Click Get help. The New ticket form opens with that text in What do you need help with?

   

3. Review the summary, complete Details and the other relevant fields below, then click Create ticket to submit the request.

Selecting Get help starts the request; complete and submit the form to create the ticket. You can also open the form directly through New ticket or Ask our team > Create a ticket.

Submit a new support ticket

Complete the form with enough detail to identify the affected project and reproduce the issue.

1. In What do you need help with?, enter or review the short issue summary. Use 5 to 180 characters; leading and trailing spaces do not count toward the minimum.

   

2. Select the relevant Topic. Do not leave the displayed choice unchanged when it does not describe your request.

   

3. Enter Migration or order ID when the issue concerns a specific migration or purchase. This field is optional, but the ID helps the team locate the right project.

   

4. Use Cc to include other contacts in the initial message when needed. Enter their email addresses separated by commas. Choose Cc separately for later replies; the initial recipients are not automatically a permanent copy list.

   

5. In Details, describe what you expected, what happened instead, when you first noticed it, and the actions or recent changes that led to it. Use 15 to 500,000 characters; leading and trailing spaces do not count. Include the relevant evidence from the next section.

   

6. Under Attachments, click Attach files to add relevant screenshots, logs, or other supporting material. You can attach up to 10 files, with a maximum of 25 MB per file.

   

7. Remove passwords, payment card details, secret API keys, and unrelated private information. Confirm the checkbox stating that the request does not contain passwords or payment card details.

8. Click Create ticket. Follow the submitted request in My tickets. Replies are also sent to your Next-Cart account email.

   

After submission, open the created request to confirm the case record and ticket details.

If Support requests migration access

Use Delegate Access when a Next-Cart specialist asks for access to a purchased migration. Do not send your password, 2FA codes, Backup Codes, or other sign-in secrets in a ticket. Reply in the ticket and ask for the appropriate secure transfer path when sensitive evidence is necessary.

Give Support enough diagnostic context

Include the details that apply to the issue. A few precise examples are more useful than an unrelated full data export.

• Project: the migration or order ID, Migration Service, visible project or order status, Source and Target Platforms, and affected store.
• Location and action: the screen or phase you were using, the action you performed, the exact error message or unexpected result, and whether it occurs consistently.
• Expected result: the record, value, relationship, or behavior that should have appeared.
• Examples: relevant SKUs, record IDs, order numbers, URLs, timestamps, screenshots, or privacy-safe log excerpts.
• Recent changes: any configuration, access, store, or file changes before the issue began.
• Timing: the launch date, time zone, and operational impact when the issue is time-sensitive.

Use Activity Timeline for execution events and operational activity, not as a record of every Configuration setting. When reporting a configuration problem, identify the actual settings and the resulting target data. See Migrations for project information and Validate and Launch Your Target Store for result checks.

Check ticket status

1. On Home, find Track your requests and click View my tickets. You can also select My tickets in the navigation.

   

2. Locate the request using its subject or ticket number, or apply a status filter.

   

3. Open the request and review the latest reply before adding more information. Keep the response in the same conversation.

   

Filter tickets by status

The My tickets page provides five filters:

Filter	Tickets shown
All	Tickets across all statuses.
Open	Tickets with the Open status.
Waiting	Tickets with the Waiting status.
Solved	Tickets with the Solved status.
Closed	Tickets with the Closed status.

Read the latest reply to determine whether an action is needed from you. A status alone does not explain the required next step. A newly submitted ticket can display New on the ticket card and in Ticket details even though My tickets provides the five list filters above.

The Closed label is a ticket status and filter, not a customer-side action. Customers can view tickets with that status but cannot manually close a ticket or change its status to Closed.

Reply in a ticket conversation

Open the existing ticket when you need to continue directly with the Next-Cart support staff handling the case. Keep updates for the same issue in one conversation.

1. Open the applicable ticket and select Reply to this conversation.

   

2. In the Reply composer, review Cc when another contact should receive that specific reply. The listed recipients receive that message only.

   

3. Enter the update in Write a reply… and add supporting evidence with Attach files when needed. You can attach up to 10 files, with a maximum of 25 MB per file.

   

4. Click Send reply.

   

The ticket details panel shows the case Status, Priority, creation time, Support email, and Cc information. Public conversation updates are visible to you, the listed Cc participants, and authorized Next-Cart support staff.

Search submitted tickets

On My tickets, use Search by subject or ticket number to locate an existing request.

If it does not appear:

1. Clear the search text and select All.
2. Check that you are signed in to the account used to submit the ticket.
3. Search again by ticket number or a shorter part of the subject before creating another request.

Use New ticket when you need to open a separate request for an unrelated issue.

Manage your Support profile and notifications

The Profile & notifications page uses the same identity as your Next-Cart account. It also provides Support-specific device and notification settings.

• Push notifications: click Enable push when you want ticket replies on the device.
• Appearance: choose the theme used for Support on the device.
• Timezone: choose the timezone used for Support dates and times, then click Save.
• Manage your main account: click Open Dash to manage profile details in the Next-Cart Dashboard.
• Sign out of support: sign out of the Support Portal session.

Add Support to this device

1. Open Profile & notifications in the Support Portal.

   

2. Under Add Support to this device, click Add web app.

   

3. Follow the installation prompt provided by your browser. The Support web app is installed from the browser, not from an app store.

Browser installation controls can vary by device and browser. If installation is not offered, continue using the Support Portal in the browser.

If you have not received a reply

Open My tickets before creating another request. The ticket itself is the authoritative case record.

Check these recovery steps:

1. Confirm that you are signed in to the Next-Cart account associated with the request. If the wrong account or email identity is being used, the expected ticket may not appear.
2. Search by ticket number or subject and select All so status filtering does not hide the case.
3. Open the ticket and review the latest conversation. If a reply exists there, continue in the same ticket.
4. Check the email account associated with the request. Ticket-update notifications can be routed to Spam or Junk.
5. To reduce future filtering, allowlist the Next-Cart email domain @next-cart.com in the mailbox or organization email controls.
6. If the request still needs attention, add material new evidence to the same ticket instead of submitting a duplicate case.

The Response SLA is an initial human response within 24 hours from the time the SLA clock begins. If the request was submitted outside the applicable human-support window, it is handled during the next available support period unless confirmed out-of-hours assistance applies. Keep the case in My tickets and continue in the established ticket or email thread rather than opening a duplicate request.

Keep ticket communication in one case

Use the Support Portal when the issue needs project-specific investigation or a persistent case record. Create or continue the applicable ticket so its evidence and replies remain attached to one case.

Technical follow-up can continue through the Support Ticket, helpdesk, established email thread, or Support Agent conversation. Keep the same case context and avoid opening duplicate requests for the same issue.

Respond and verify before closure

Reply in the existing ticket when Support requests more information. After a proposed fix, recheck the affected task before treating the issue as resolved.

Issue	What to verify
Account or order	The account, payment, invoice, or purchased migration shows the expected state.
Connection	The required Source and Target setup can proceed without the reported connection failure. Test Connection is an optional access check.
Configuration	The selected data, options, mappings, Add-ons, and approved Custom requirements match the intended scope.
Migration execution	The migration can proceed and the expected execution action is available.
Migrated data	Representative records in the Target Store match the expected result or an accepted limitation is understood.
Launch blocker	The blocking issue is resolved or the project has an approved alternative.

Failure handling

Issue	What to do
Get help opens a form but no ticket exists yet	Complete the required fields and click Create ticket. The Home input starts the request; it does not replace submission.
Create ticket is unavailable	Review the summary and Details validation messages and the sensitive-information confirmation checkbox.
An attachment is rejected	Check the limit of 10 files and 25 MB per file. Remove unrelated content. If the evidence still cannot be attached, describe it in the ticket and ask for an appropriate transfer method.
A ticket is not visible	Clear the search, select All, and verify the signed-in account before submitting a duplicate.
Support asks for more information	Reply in the same ticket with the requested details and examples. Choose Cc separately when contacts need to receive that reply.
The issue still occurs after a fix	Retest the same representative examples and reply with the updated result and evidence.
Add web app does not complete installation	Continue using the Support Portal in the browser and follow the installation controls displayed by the browser.

What support covers

Use AI Help for automated migration-service guidance, actionable answers, clarification, and ticket creation. Use Support Agent Chat, Tickets & Email Support, or a Support Ticket when human or project-specific investigation is required.

A purchased Migration includes support throughout its 12-month validity period, including any renewed period, within the applicable Service Level Agreement (SLA). The SLA defines the applicable availability and human-support targets:

• AI Help: available at all times.
• Tickets & Email Support: normally available from 8:00 a.m. to 11:00 p.m. GMT+7 every day of the year, including public holidays.
• Support Agent Chat: normally available from 9:00 a.m. to 5:00 p.m. GMT+7 every day of the year, including public holidays.
• Response SLA: initial human response within 24 hours after the SLA clock begins.
• Resolution SLA: supported issue resolved within 72 hours, subject to the SLA conditions and dependencies described above.

A purchased Migration can be run as many times as needed while it remains active, subject to the fixed Migration Path, every established Store URL lock, supported scope, and available Entity Points capacity. That repeat-run entitlement does not create unlimited expert execution. Managed Migration and Custom Migration include expert handling only to the extent documented in the applicable order, quote, Agreement, or written scope.

For migration issues, include the affected migration or order reference, representative records, observed result, expected result, and relevant evidence. Support does not expand the purchased scope automatically. New scope, bespoke transformation, unsupported platform behavior, or engineering work can require Custom Migration review.

Next Steps

Situation	Go to
You need the order number or payment state	Orders
You need the purchased migration, path, Statistics, or Activity Timeline	Migrations
Support asks for access to the purchased migration	Delegate Access
You need to review Dashboard activity before submitting	Dashboard Home
You need to prepare a Custom Migration quote request	Prepare Custom Migration Requirements and Purchase a Migration
You need to verify migrated records before replying	Validate and Launch Your Target Store
You need to troubleshoot before escalating	Troubleshooting