Work With Support Tickets
Support tickets let you ask the Grubbitt team for help. Each ticket opens a conversation thread that you and the support team can follow.
Open a Ticket
From your workspace, select Support in the sidebar, then New ticket.
Enter a subject and message describing what you need. When you submit, a ticket opens and the support team receives a notification.
You can attach the restaurant context automatically. The ticket links back to your restaurant so the support team sees your plan and settings.
Track Ticket Status
Each ticket shows one of these statuses:
| Status | What it means |
|---|---|
| Open | Submitted and awaiting a first response. |
| In progress | A support agent is working on your issue. |
| Waiting on you | The support team needs more information from you. |
| Resolved | The issue was addressed. |
| Closed | Fully completed and archived. |
Reply to a Ticket
Open the ticket to view the conversation thread. Add your reply in the message box at the bottom. Both your messages and support responses appear in the same thread.
Close a Ticket
When you are satisfied with the resolution, select Resolve ticket. Resolved tickets stay visible so you can reference them later. The support team can reopen a ticket if you reply after resolution.
Priority Levels
Each ticket can carry a priority. The support team assigns priority based on severity, but you can mention urgency in your message:
- Low: general questions or feature requests.
- Medium: an issue affecting one restaurant's daily flow.
- High: an issue affecting service or billing.
- Urgent: a platform outage or security concern.