Getting support
Reach the SPARK team when you need a hand: Support in the user menu, by email, and what to include.
When something is not working and Common issues did not cover it, SPARK gives you a direct line to the team. This page explains where to find help inside the app and what to include so it gets resolved quickly.
Reach the SPARK team
Click your name at the foot of the left sidebar, open Learn more, and choose Support. The Support page opens in a new tab, so the page you were on stays put. It lists how to get in touch, the team's business days, hours and region, and the platform status.
You can reach support by email at support@nextgatetech.com, the address shown on that page. Support is available Monday to Friday, during normal business hours in Luxembourg and the United Kingdom, so responses to messages sent outside those hours arrive on the next business day.
The same Support page is where Request increase on Limits & Quotas and the Contact support button in a Limit reached message take you, when you need a higher limit. A few messages send you here too: The Mailbox isn't available in this environment. Contact support to enable it., and the Mailbox's daily limit, which only the SPARK team raises.
If the app seems unavailable
If SPARK does not load, or several things fail at once, the problem may not be specific to your account. Contact support at support@nextgatetech.com and say when it started and what you see. The Platform Status row on the Support page is not a live feed, so do not rely on it to rule out an incident.
What to include when you report an issue
A good report is faster to resolve. Before you reach out, gather:
| Detail | Why it helps |
|---|---|
| Workspace name, and your organization's ID | Confirms which isolated tenant the issue is in. The ID is on Settings, General under Organisation |
| The version you are on | Pins the report to a build. Read it at the foot of the Settings panel, or on the login screen if you cannot sign in |
| What you expected versus what happened | Separates a bug from a misunderstanding |
| Steps to reproduce | Lets the team see it themselves |
| Screenshot or the exact time it occurred | Points to the relevant logs |
| The exact message, if one showed | Messages such as Limit reached or Requires admin role say what stopped you |
If the issue involves a workflow, note whether it was active and whether it was waiting under Interventions. If it involves an agent, mention which agent, the thread, and what you asked; rating the reply with the thumbs in the thread also sends the team your feedback, with the thread it relates to, when your organization shares feedback with NGT.
Try to reproduce the problem once before reporting it. Knowing whether it happens every time or only occasionally is one of the most useful things you can tell the team.
Try the docs before you wait
Many questions are answered faster in the documentation than by waiting for a reply. Open them from Learn more, then User guide, in your user menu. Good starting points:
- Quick start for the basics of getting productive
- Key concepts glossary for the vocabulary SPARK uses
- Common issues for the fixes people need most