How to open a Support Ticket?

Simply go to our  Knowledge Base and click on Submit a request on the top right corner of the main page.

1. Choose the ticket type from the dropdown menu.

• • Problems & Issues: use this option for general matters that are not solved with a KB article 

  • Requests: use this option for H/W setup requests, CMS user creation requests, and other requests listed in the dropdown menu

  • Service claim: use this option if our Ninja agents have not committed the established SLAs

2. After you select the ticket type,  you will be directed to a new screen asking you to fill in information about the issue. 

For options a) and b), you need to provide the below information:

• Email address (Use the email address of your registration)
• Subject 
• Priority (REMEMBER: The response and resolution times are bound to our SLAs and will depend on the Severity Code as assessed by our agents, and not by their requested priority)
• Brand
• Store/Venue (Optional - Enter the Venue ID from the CMS)
• Issue (Select this option If the ticket is related to a problem in a platform, device or an issue experienced by the end user)
• Description (Please enter the details of your request. The more information you provide, the faster will be the resolution of the incident)
• Attachments (optional)

In the case of the option c), the below information will be required:

• Email address
• Client name (Please specify name and franchisee if the issue in question was not a global failure)
• Subject 
• Support ticket number (Please add here the number of the support ticket* or tickets associated with the issue. *The support ticket number can be found in any of the email notifications sent to the Support team with the following format: #XXXXX Service claims related to issues not presented to Support will NOT be processed)
• Scope of the incident (select an option from the dropdown menu)
• Description (Please enter the details of your request. The more information you provide, the faster will be the resolution of the incident)
• Total down time (Down time: Number of hours that the MENU Ecosystem was down as a consequence of an incident issue)
• Attachments (optional)

3. Then click on “Submit”.

Make sure you have registered first to be able to submit a request. For more information, check How to sign in to the MENU Knowledge Base.