Writing to Support
Where the form is, what to put in it, what happens after you send, and what the product can and cannot yet tell you about a ticket you have raised.
Where the form is
The Support screen, and the help menu at the top of every back-office screen. Both open the same sheet.
Support is not on a plan. Every business on every plan can write to us, including a business whose problem is that a module is switched off.
What to put in it
Pick the area it is about, give it a one-line subject, and describe what happened. The subject takes up to 120 characters and the description wants at least ten and takes up to four thousand — enough for the whole story.
Four things make a request answerable on the first reply:
- What you tapped, in order, and on which screen.
- What you expected, and what happened instead.
- Roughly when — a time and a date beat "earlier".
- Which device: the counter till, the kitchen screen, a phone, a laptop.
If money is involved, give us the bill number rather than the amount. A number finds the one order; an amount matches dozens.
Below the description is the checkbox for technical details. What it sends is listed in its own article, and it is worth ticking for anything that looks like a sync, printing or offline problem.
What happens when you send
If our desk is connected, the sheet gives you a ticket number on the spot. Keep it; it is the fastest thing to quote back.
If the desk is not connected for your deployment, the same words open a prefilled email to the support address instead, with your subject and your description already in it. Nothing is recorded as a ticket on that path, on purpose — a ticket sitting in your account that nobody is reading is a worse outcome than an email that reaches a person today.
Either way, replies come to the email address on your account. Check that address is one you read.
What the product cannot yet tell you
Be aware of two current limits so you are not waiting on a screen that will not change:
- There is no in-app list of your past requests yet. Your ticket number and your email thread are the trail.
- A ticket's state is the one recorded when it was raised. Nothing refreshes it afterwards, so the app has no live view of "we are working on it". The email thread is where progress shows up.
The other channels on that screen
The Support screen also shows a WhatsApp button and a link to the status page. Each appears only when that channel has been configured for your deployment; when it has not, the card is visibly disabled rather than pointing somewhere dead. A greyed card means "not set up here", not "broken".
The email address always works as an ordinary email, from any device, even when nothing else does.
If the till has no connection
The form needs a connection to send. On a till with no link, write the details down — screen, time, bill number, what you tapped — and send them when you are back online. The queued sales on that device are safe in the meantime and are not waiting on the ticket.
Before you write
The two things that resolve most requests without one are worth thirty seconds first: check the modules, if a screen or a list looks empty, and check whether the device is showing a weak-link or a sign-in state, if nothing is saving. Both have their own articles, and both are the first question we would ask.