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Getting help — support tickets

Ask in the Help section and Rita answers from the guides. When she can’t, open a ticket — it goes straight to us, the answer comes back in the same place, and you get an email when it arrives.

The rule

Anyone on your team can open a ticket. You always see your own. Owners and managers see every ticket the venue has sent.

How it works

  1. Open Help from the ? button in the top bar. Type your question in your own words and press Ask.
  2. Rita answers from the guides and links the pages she used. If they don’t cover it, she says so rather than guessing.
  3. Press Still stuck — open a ticket. Your question comes with it, so you don’t type it twice. (Or write one from scratch: My tickets → New ticket.)
  4. The ticket shows With us — our turn. When we answer it flips to Waiting for you, you get an email, and a number appears next to My tickets.
  5. Press Yes, sorted to close it, or Still not right to send it back. You can also just type a reply.

Good to know

  • Say what you did, what you expected, and what happened instead. That’s usually the difference between one reply and four.
  • We can see which screen you were on, so you don’t have to describe where you were.
  • A closed ticket reopens the moment you reply to it — nothing is ever locked.
  • Only owners and managers see the whole venue’s tickets. A cook who reports a broken screen sees that one and no others.
  • Rita and we both answer in the language you wrote in.
  • Rita drafts an answer the moment your ticket lands, and one of us reads it, changes what needs changing, and sends it. Nothing reaches you until a person has decided to send it — so the reply is faster, and still ours.