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    R365 Support
    • 15 Oct 2024
    • 3 Minutes to read
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    R365 Support

    • Updated on 15 Oct 2024
    • 3 Minutes to read
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    Article summary

    The R365 Support Center is your one-stop for:

    • Creating and managing support tickets.

    • Sharing best practices in our community forums.

    • Starting a chatting with a support agent.

    Accessing the Portal

    The following modules currently exist in the R365 Classic experience:

    • Accounting

    • Franchising

    • Classic Manager Log

    • Catering

    To access the Support Center from from the R365 classic experience, hover over the help menu on any page in R365 and select 'Support Center'.

    The following modules use the standard R365 experience:

    • Operations (Smart Ops)

    • Workforce

    To access the Support Center from the standard R365 experience, hover over the help menu on any page in R365 and select one of the related support articles.

    Create an Account

    If this is a user’s first time to login, the user can follow the steps in Creating a R365 Support Center Login to create a new account.

    Participate in Community Forums

    Logged-in users can access the R365 Community Forums to browse and contribute. The forums provide a space for sharing ideas, best practices, and solutions among peers and other R365 users. Each post is approved by a moderator to ensure quality content and direct users to support when needed.

    To contribute to an existing forum, click Reply, add your comment or question, then click Post Comment.

    To receive instant email notifications when new activity occurs in a forum, open the forum and click the 'Follow' button. To stop following, click 'Following' to change it back to 'Follow'.

    Related topics for the current forum can be found on the right side of the page.

    Start a forum on a new topic by clicking start a new topic.

    Contact Support via Chat

    If you can't find the answers you need in our Support Center, you can contact our Support Team directly. To better meet your needs, our Support Reps are specialized for each area of functionality within R365. Support is typically staffed between 9 AM and 5 PM CST on weekdays, as well as limited weekend and holiday hours. 

    Create a Ticket

    Users can submit a ticket by clicking '+ Create Ticket' under the Search bar in the Support Center.

    To ensure a timely resolution, please provide as much detail as possible, including:

    • Relevant screenshots

    • Specific examples

    • Links / URLs to those examples

    These help the support team troubleshoot the issue and pull in other specialists if needed.

    Enter relevant details for the ticket submission then select Submit.

    Fields with a red asterisk represent required fields.

    Contact the R365 Sales Team

    To connect with our sales team, please write to us at sales[at]restaurant365[dot]com. We'll be happy to assist with any questions or information you need regarding our products and services.

    You also have the option to call our team at (949) 652-7800 or start a chat! To chat, please visit our main website at https://www.restaurant365.com/. In the bottom right-hand corner, click the chat widget to open it and select an option to begin.

    Our Goals

    • Resolve 85% of all tickets created within 1 business day.

    • Respond to all new tickets within 1 business hour and live chats within 2 minutes during business hours.

      • Tickets that require the attention of a development engineer will usually take longer to resolve.

    • Keep users informed on ticket statuses and progress.

    Tracking Tickets

    The status of tickets can be reviewed by opening the Tickets tab or selecting Review Tickets. This list will display every ticket ever created by the user, with filtering options by status and sorting by most recent activity.

    Tickets marked as 'Awaiting Reply' require a response before they can be resolved.

    Updates on tickets will also be sent via email, allowing for responses directly through email or within the Support Center.

    Our Promise

    We are committed to making your support experience as easy and painless as possible. Please take a moment to log in and browse the great content we have put immense effort into creating. While you are there, we invite you to become involved in the Community Forums and share your knowledge with us as well! We look forward to being of service!

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