Support tickets

When to raise a ticket

If you can’t find the answer in Help, or you’ve hit a bug / data issue, raise a ticket to the operations team.

Use a ticket for:

• Bugs — something in the app doesn’t work right.
• Data questions — wrong totals, missing records, mismatched invoices.
• Account / access — locked out, role missing, lost device.
• Hardware — terminal not pairing, printer offline (after the basic checks).
• Suggestions — what would make your daily work easier.

Don’t use tickets for routine training — talk to your store manager.

Create a ticket

1. Open Organization → Support (sidebar).

2. + New ticket.
3. Fill in:
   • Subject — short, descriptive (e.g. “POS didn’t print receipt — Lane 2, 17 Apr”).
   • Description — what happened, what you expected, what you tried.
   • Priority — Low / Medium / High / Urgent.
   • Category — pick the closest match (POS, Inventory, Finance, etc.).
   • Store — which store it affects.
4. Submit.

You’ll see your ticket in My tickets. Operations team replies by email and inside the ticket thread.

Reply on an existing ticket

Open the ticket → read the discussion → write your reply at the bottom.

• Replies show the author and time.
• A thin progress bar at the top means your message is sending.
• While messages load, you’ll see skeletons; flipping back to a previous page keeps the old messages visible (no flicker).

Track status

Tickets move through:

• Open — operations team hasn’t picked it up yet.
• In progress — someone is working on it.
• Waiting on you — they need more info; reply and the status moves back.
• Resolved — fixed.
• Closed — closed by you or operations.

You’ll get a notification (bell icon) when status changes.

Common questions

My ticket’s been “Open” for a while. Check the priority you set — Low tickets can wait. If it’s urgent, send a polite bump reply with the new info.

I attached the wrong info. Reply on the ticket with the corrected text. Don’t create a duplicate ticket.

The reply won’t send. Check your network. The progress bar hangs if the request stalls; reload and retry.

Related

• Notifications, help & settings — first place to look for answers.