R365 Support

  • Updated on Mar 14, 2025
  • Published on Jun 4, 2024
  • 4 minute(s) read

The R365 Support Center is the place for:

Accessing the Support Center Portal

Standard Navigation

The following modules use the standard R365 experience:

  • Operations (Smart Ops)

  • Workforce

To access the Support Center from the standard R365 experience, click the Help menu on any page in R365, then select Support Center.

Classic Navigation

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'.

R365 Support Center Access

To submit and manage support tickets or participate in the community forum, users must create a unique login for the R365 Support Center.

Your R365 Support Center login is separate from your R365 credentials (username and password).

An R365 Support Center login is required to:

✔ Create and respond to support tickets

✔ View open and closed tickets

✔ Check the status of tickets

✔ Reopen closed tickets

✔ Participate in the community forum

Learn more about creating a R365 Support Center login.

Contact Support via Chat

If you can't find the answers you need in our Knowledge Base, 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.

Support Tickets

An R365 Support Center login is required to:

✔ Create and respond to support tickets

✔ View open and closed tickets

✔ Check the status of tickets

✔ Reopen closed tickets

Our Commitment

  • 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.

Create a Support Ticket:

Follow these steps to submit a ticket to R365 Support:

1) Click '+ 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.

2) Enter relevant details for the ticket submission then select Submit.

Fields with a red asterisk represent required fields.

Responding to Support Tickets

Updates from R365 are sent via email.

If you did not receive a confirmation email after creating a support ticket, check your spam folder and ensure that [email protected] is not blocked before submitting a new ticket.

To respond to a support ticket:

  • Reply directly to the update email—no login required.

  • Respond by selecting the ticket after logging into the R365 Support Center.

Replying to a resolved or closed ticket will reopen it.

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

Reviewing Ticket Status

View ticket statuses by opening the Tickets tab or selecting Review Tickets in the R365 Support Center. The list includes all tickets created by the user, with filtering by status and sorting by recent activity. By default, only open and pending tickets are displayed.

To view all tickets, including closed and resolved tickets, click the Sort by Status drop-down and select All Tickets.

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 the R365 Sales Team

To connect with our sales team, write to us at [email protected]. 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.

Phone Support

📞Contact R365 Support via phone at (949) 652-7800 and leave a message about your case. We'll call back within 2 business hours.

For urgent same-day payroll processing, expect a callback within 30 minutes.

💬 Live Chat (Fastest Response):

  • The best way to reach a live agent during business hours is through Live Chat.

  • Average first response time: Less than 2 minutes once connected.

  • Live agents available: Monday–Friday, 9 AM–5 PM CT.

📩 Ticket Support (After Hours):

  • Outside business hours, chat prompts automatically convert to open tickets.

  • Average first response time: Less than 1 business hour.

  • Agents available: Monday–Friday, 8 AM–5 PM CT.

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