Get Started With Support Center

Support Center is a one-stop solution located within your Toast Web account for simplifying your Customer Care experience across all of your locations. Within Support Center, you will find the following features:

 

• Customer Case Portal: Case Portal lets you create, track, and seamlessly manage case communication all in one place.
• Chat Support: Use chat to open a new case, or chat with an agent on an existing case for urgent matters.
• Article Search: You can search for knowledge base articles directly in Support Center.
• Device Hub and System Status: Gain insights into the health of your devices and full Toast system in real-time, and receive notifications when a device is offline to allow for quick troubleshooting. For more information, see Device Hub Overview.
• Notifications: Receive real-time alerts for time-sensitive issues that may impact your business.
• Toast Classroom and Office Hours: Access readily available on-demand training and Toast trainers to assist you with getting comfortable with your Toast system.
• Toast Community: Connect with other industry professionals.
• Product Updates: Stay up-to-date with new product and feature launches!

Support Center is designed to make getting help simple, so you can stay focused on what matters most: your guests. 

 

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Access Support Center

1. Log in to Toast Web.
2. Select Support Center from one of the following places:
   • In the left menu, select Toast support.
   • Select the Help button in the top right corner.

 

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Customer Care cases are created by contacting Care. You can contact Customer Care directly from the Support Center dashboard by selecting the Start a chat button in the Talk to us section of your homepage.

 

To view open cases, access Support Center by selecting Toast support in the left menu. Under My active cases select the View all cases button.

 

Toast Web users with access to multiple locations are able to see cases for all locations they have access to and can use filters to view a single location or multiple locations at a time using the location picker as highlighted in the image below. 

 

   

 

To view further case details, select the case you would like to open by selecting the > icon on the right side of the associated row. On the Case Details page, you can add a comment or attachment directly to your case, or chat with an agent in real-time about the case if the issue needs immediate assistance.

 

If you are ready to close your case, select the blue Close this case button in the top right corner and provide a quick blurb about the resolution steps taken. Select Yes, close this case to close the case, or No, keep this case open if you are not ready to close it quite yet.

 

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When you are viewing your cases in Toast, you will see color-coded statuses on each individual case to make sure you know exactly where you are in the resolution process.

 

 

 

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