Get Help With Customer Care Case Comments and Details

Find answers about viewing your Customer Care cases, reading and adding case comments, checking case status, and continuing a closed case in Toast Web.

In this Article:

• Frequently Asked Questions
• Related Articles

Frequently Asked Questions

How do I view my Customer Care cases and case details?

To view your Customer Care cases and case details, open Support Center in Toast Web. Both your active and historical cases appear there.

1. 1. Log in to Toast Web.
   2. In the left menu, select Support Center, or select the Support Center (question mark) button in the upper-right corner.
   3. Select My cases or Case portal to see a list of your cases.
   4. Select a case to open its Case Details page, where you can read the full history, add a comment or attachment, or chat with an agent in real time.

Expected outcome: The Case Details page opens and shows the case history, status, and comments.

Also asked as:

• Where do I see my support cases?
• How do I open my case details?
• How do I find my Customer Care cases?

How do I reply to or add a comment to a case?

To reply to or add a comment to a case, open the case in Support Center and use the Case Details page.

1. 1. In Support Center, select My cases or Case portal, then select the case you want.
   2. On the Case Details page, add your comment or attach a file directly to the case.
   3. If the issue needs immediate help, select the option to chat with an agent in real time about the case.

Expected outcome: Your comment and any attachments are saved to the case for your assigned agent to see.

Note: You can add comments and attachments to active cases. If the case is already closed, see "Reopen or continue a closed case" below.

Also asked as:

• How do I respond to my Customer Care case?
• Where do I add notes or attachments to a case?
• Can I reply to a comment on my case?

What do the case statuses mean?

The case statuses in Support Center tell you where your case is in the resolution process. Each case shows a color-coded status. See "Understand Case Statuses" at Get Started With Support Center.

Also asked as:

• What does "needs response" mean on my case?
• What do the case status colors mean?
• What is pending follow-up on my case?

How do I check the status of an open case?

To check the status of an open case, open the case in Support Center and review its status and latest comments.

1. 1. Log in to Toast Web and open Support Center.
   2. Select My cases or Case portal, then select the case you want to check.
   3. Review the case status and the most recent comments on the Case Details page.

Expected outcome: You can see the current status and the latest activity on your case.

The status badge and the case comments show the most recent update available to you. If you need an update beyond what the case shows, add a comment to the case, or contact Toast Customer Care with your case number.

Also asked as:

• How do I check on my case?
• Where do I see updates on my support case?
• How do I find the status of my case number?

Can I reopen a closed case?

You cannot reopen a closed case directly from Support Center. To continue working on an issue from a closed case, start a new case and reference the original case number so your new case stays tied to the same topic.

1. 1. Log in to Toast Web and open Support Center.
   2. In the Talk to us section, select Start a chat to open a new case.
   3. In your message, include the original case number and a short description of the issue.

Expected outcome: A new case is created that references your original case number.

Also asked as:

• How do I reopen a closed case?
• My case is closed but my issue is not fixed, what do I do?
• How do I continue a closed case?

Why don't I see a case in Support Center?

If you do not see a case in Support Center, it is usually because of the account or location you are logged in to.

• Confirm you are logged in to the Toast Web account the case was created under.
• If you have access to more than one location, use the location picker to view cases across all of your locations.
• Cases you open with Customer Care appear under My cases or Case portal for that account.

If you still cannot find the case, contact Toast Customer Care with your case number.

Also asked as:

• Why is my case missing from Support Center?
• I cannot find my case in my queue, where is it?
• Why don't my cases show up?

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Related Articles

• Get Started With Support Center
• Contact Customer Support

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