In an effort to improve the R365 Support experience, and get our Customers answers as soon as possible, starting December 1, 2019, customers will no longer be able to create new Support cases (tickets) by emailing firstname.lastname@example.org or email@example.com.
When you email either of these addresses, you will receive an automated reply notifying you that we didn't receive your email and providing you instructions on how to log in to our Support Center to submit a Support Ticket or start a live chat with us.
Frequently Asked Questions:
Why the Change?
The simple version: to save you time and effort.
The longer version: historically, our way of making it as easy as possible to contact us was to allow anyone to email us from any address. That policy reduced up-front effort for you, but it actually increased your overall effort and slowed down our response and resolution times. Requiring Support Center submission for all new issues offers the following benefits.
Automated Categorization and Assignment
We needed human eyes to categorize and assign every email we received. This created a constant backlog, resulting in a first assignment time of approximately an hour per ticket through the first three quarters of 2019. This multiplied by tens of thousands of tickets equals too many of your hours wasted.
Customers (understandably) didn't always know how much detail we needed to begin investigating an issue, forcing us to prompt them with more questions. That back-and-forth was more effort than a simple, up-front submission form.
No Guessing Who You Are
We received many emails that weren't associated with Support Center accounts. As a result, we had to spend time figuring out which accounts each of those email cases pertained to. This is one of the reasons we consistently responded to Support Center submissions 8% faster.
Consolidated Case History
Furthermore, when we had to review case history of Customers that used more than one email address, the process was inefficient and caused us to sometimes miss relevant information.
Does this mean I can't email your Support Team at all?
No, it only means you can't create a new ticket by email. When you create a ticket through the Support Center, you'll receive an email notification at the address associated with your account each time one of our agents replies. If you reply to these email notifications, your messages will be appended to the related ticket automatically.
What is the R365 Support Center?
Our Support Center contains a wealth of product documentation that you can browse or search at your convenience. We also offer forums where Users can ask each other questions. If you register for an account, you can submit support tickets or start live chat sessions with us.
Please keep in mind that you will need a separate log in to access the Support Center. You may use the same email address in both systems, but you will need to sign up with our Support Center to create Support Tickets. If you have a Support Center login but cannot remember your password, view the 'What if I forgot my Support Center password?' section below.
How do I register for a Support Center account?
Click 'Sign up' in the top, right-hand corner of the Support Center home page or visit the registration page directly. Ensure that all fields provided are completed and click 'Register'. You'll receive a confirmation message stating that an activation link was emailed to the registered address.
In your email account, you will find an email from R365 Support with a link. Once clicked, you will be asked to confirm your full name and password and then click 'Activate and Log in'. This will then complete your registration.
- Note: If you log in using Google or Facebook, make sure you update your profile by clicking 'Edit Profile' in the top, right-hand corner of the log in screen. This will allow our Support Reps to know your R365 URL and quickly get in touch when you need assistance.
What if my email address is already in the system?
If you try to register for an account with an email address that is already in our system, you will receive this message. If this is the case, you will need to reset your password.
How do I log in to my Support Account?
You can navigate to the R365 Support Center by hovering over the '?' symbol next to your Username when logged into Restaurant365 and clicking 'Support Center' or by directly entering in the Support Center URL.
Since your Support Center account is not the same as your R365 database account, you will need to sign up during your first log in. Click here to view how to sign up. To login, click 'Login' underneath 'Welcome' in the top, right-hand corner of the page.
If you already see the 'Edit profile - Sign out' options, you are already logged in.
How do I submit a Support Ticket?
After you log in to the R365 Support Center, click 'New support ticket' to the right of the Search bar. You can also access the ticket submission page directly.
On this page, simply fill out all required fields and click 'Submit'. Providing this detailed information will allow one of our Support team members to answer your ticket sooner with a better understanding of your question.
What if I forgot my Support Center password?
If you have forgotten your password, visit the login page and click 'Forgot your password?' under the login fields. On the password retrieval page, enter your email address in the field provided and click 'Reset my password'. You will receive a message confirming that password reset instructions have been emailed to you.
In your email account, you will find an email from R365 Support that includes a link. Once clicked, enter your new password in the fields provided and then click 'Update & Log in.
How do I start a live chat session?
After you log in to the R365 Support Center, click this icon in the bottom, right-hand corner of the screen and a chat messenger window will appear.
Chat is available from 6:00 AM - 5:00 PM PST, Monday through Friday. During off hours, you can use this option to submit a prompt. We will reply as soon as we resume normal office hours.
How do I view all tickets submitted by my company?
To see all tickets submitted by all accounts associated with your company in our Support Center, simply submit your request in a ticket.