Creating and Tracking Support Tickets

Submitting a Support Request

When you need help from our support team, the contact page is the fastest way to reach us. Follow these steps to submit a clear, actionable support request.

Step-by-Step Guide

Step 1: Navigate to the Contact Page

1. Go to the Qrder website
2. Find the Contact link in the footer or navigation
3. Click to open the contact form

Step 2: Fill in Your Information

The contact form asks for the following details:

Your Name

Enter your full name so we know who we are communicating with.

• Use the name associated with your Qrder account if possible
• This helps us locate your account quickly

Your Email Address

Enter the email address where you want to receive our response.

• Use the email associated with your Qrder account for fastest resolution
• Make sure you have access to this email to receive our reply
• Double-check for typos to ensure delivery

Your Message

Describe your question, issue, or request in detail.

For questions:

• State what you are trying to accomplish
• Mention which feature or section you are asking about
• Include any specific details that help us understand the context

For issues:

• Describe what you expected to happen
• Describe what actually happened
• Include any error messages you saw
• Mention when the issue started
• List any steps you already tried to resolve it

For feature requests:

• Describe what you would like to see added or changed
• Explain why this would help your restaurant operations
• Share any examples from other tools you have used

Step 3: Submit the Form

1. Review all the information you entered
2. Make sure your email address is correct
3. Click the Submit or Send button
4. Wait for the confirmation message

After Submission

Confirmation

After submitting your message, you will see a confirmation indicating that your request was received. This confirms that our support team will see your message.

If you do not see a confirmation, try submitting again. If the problem persists, check your internet connection and try from a different browser.

Email Response

Our support team will respond to your message via email:

1. Check your inbox for a reply from the Qrder support team
2. Also check your spam or junk folder in case our reply was filtered
3. The response will address your question or ask for additional information
4. Reply directly to the email to continue the conversation

Following Up on Your Request

Email Thread

All communication about your support request happens in a single email thread:

• Reply to the original email to add information or follow up
• Keep the conversation in the same thread for context
• Attach screenshots or files directly to the email if needed

Providing Additional Information

If our team asks for more details:

1. Read their questions carefully
2. Provide specific answers with as much detail as possible
3. Attach screenshots if they help illustrate the issue
4. Reply promptly to help us resolve your issue faster

Escalation

If your issue is not resolved to your satisfaction:

• Clearly explain why the proposed solution does not work
• Provide any new information that might help
• Ask for the issue to be escalated if needed
• We take all feedback seriously and will work to find a resolution

Writing an Effective Support Message

Good Example

"Hi, I am trying to add a new product to the Main Courses category in my Kadikoy branch. When I fill in all the fields (name, description, price) and click Save, I get an error message that says 'Failed to save.' This started happening yesterday. I have tried refreshing the page and logging out and back in, but the issue persists. I am using Chrome on Windows 11. My account email is admin@myrestaurant.com."

Less Effective Example

"Menu not working. Please fix."

Why the first example is better:

• Specifies exactly what was attempted
• Names the specific branch and category
• Describes the exact error message
• Mentions when it started
• Lists troubleshooting already attempted
• Includes browser and OS information
• Provides account identification

The more information you provide upfront, the faster we can diagnose and resolve your issue without needing to ask follow-up questions.

Common Support Topics and Quick Answers

Before submitting a request, check if your question is answered here:

"I cannot see the Kitchen Display tab"

The KDS feature needs to be enabled in branch settings. Go to your branch Settings, find the Feature Toggles section, and enable the Kitchen Display System toggle.

"My QR code is not working"

Check that the QR code is not physically damaged. Try scanning it with a different phone. Make sure the QR code was downloaded from the correct branch. If it still does not work, contact support with the branch name.

"I cannot log in to my account"

Use the Forgot Password link on the login page to reset your password. If you do not receive the reset email, check your spam folder. If you still cannot log in, contact support with your account email.

"My menu changes are not showing for customers"

Make sure you saved your changes in the menu editor. Ask the customer to refresh their browser. Menu changes are applied immediately after saving.

"I want to change my subscription plan"

Contact support through the contact form with your account email and the plan you are interested in. Our team will guide you through the process.

Support Hours

Our support team operates during business hours. Response times may be longer on weekends and holidays. For urgent issues affecting your ability to serve customers, please indicate the urgency in your message so we can prioritize accordingly.

Privacy and Security

When contacting support:

• Never share your account password in a support message
• Our team will never ask for your password
• You can safely share your email address and branch details
• Screenshots should not contain sensitive customer data

Your privacy and security are important to us. All support communications are handled securely and confidentially.

Feedback

We value your feedback about the support experience:

• Let us know if your issue was resolved satisfactorily
• Share suggestions for improving our support process
• Tell us about features or documentation that would help prevent future issues
• Your feedback helps us improve for all Qrder users