Support Tickets
A support ticket is a conversation with the Grubbitt support team. Open one when something does not work, when you need a plan change, or when you have a question these docs do not answer.
Two Kinds of Tickets
- Restaurant tickets: about one restaurant, such as its orders, invoices, or plan. Open Support under Help in the sidebar. Every owner and admin of the restaurant can see and reply to these tickets.
- Account tickets: about your own sign-in or profile. Select your avatar, then Support. Only you can see these.
Open a Ticket
- Select New ticket.
- Enter a short Subject, for example
Invoice total looks wrong. - Choose a Priority:
- Low: a question or a suggestion.
- Medium: something is wrong but you can work around it.
- High: a problem that slows down service or billing.
- Urgent: you cannot take orders or bill guests.
- Describe the problem in the message box. Include what you did, what you expected, and what happened. Order or invoice numbers help a lot.
- Select Create ticket. The ticket opens.
Follow the Conversation
Open a ticket from the list to read the thread. Your messages appear on the right and the support team's replies on the left. Type in the box at the bottom and select Send message to reply.
The Case Details panel shows the status, priority, restaurant, who raised the ticket, and when it was resolved.
Ticket Statuses
The support team sets the status as they work:
| Status | What it means |
|---|---|
| Open | Received, waiting for a first reply |
| In Progress | The team is working on it |
| Waiting Customer | The team asked you something and needs your reply |
| Resolved | The team believes the problem is fixed |
| Closed | The conversation is finished |
Once a ticket is Resolved or Closed, you can read it but not reply. If the problem comes back, open a new ticket and mention the old ticket number.
Find Old Tickets
Search by ticket number or subject, or filter by Status and Priority. Select the eye icon at the end of a row to open the ticket.