POSSupport

Create and track a POS support ticket

Open Support while online. Ticket history is scoped to the signed-in user and active branch; use Open, Closed, or All and Previous or Next to find a request. Open a conversation to read replies or download attachments when allowed. A create-only user receives a request reference instead of ticket detail. Keep that reference, and never include credentials, payment data, or unnecessary customer information.

Before you start

An authenticated POS session for Help Center documentation.
A live connection is required for ticket lists, creation, conversation actions, and attachment transfer.
Ticket results are scoped to the signed-in user and active branch.

Browse ticket history

Open My support tickets while online.
Choose Open, Closed, or All; each view loads 25 tickets for the signed-in user and active branch.
Use Previous or Next for another page, then open the matching conversation.

Create a ticket or feedback request

Open Contact support or Feedback while online.
Enter type and priority when shown, a precise subject, and reproduction details; attach permitted files only when comment access allows it.
Submit once. Open the ticket when read access exists, or keep the request reference shown to a create-only role.

Reply or attach evidence

Open the ticket conversation with support-ticket.read.
Enter a reply with support-ticket.comment; choose up to five permitted files of 5 MB or less when needed.
Send or upload once and verify the new conversation item before retrying.

Download an attachment

Open the ticket conversation and locate Attachments.
Select the file once and wait for its time-limited download URL.
If it fails, keep the ticket open and retry only after checking connectivity and read access.

Close a ticket

Open an unresolved conversation with support-ticket.close.
Select Close ticket once.
Verify the ticket is closed; create a new ticket for further support rather than replying to the closed conversation.

Expected result

A readable role opens a ticket belonging to the signed-in user and active branch with its status, replies, and attachments. A create-only role receives a request reference and returns to Help Center without gaining ticket-list access.

Permissions

Help Center and documentation require an authenticated POS session.
Viewing tickets requires support-ticket.read; contact and feedback submission require support-ticket.create.
Replying requires support-ticket.comment; closing requires support-ticket.close.

Troubleshooting

The expected ticket is not visible in Open, Closed, or All, or Previous and Next do not reach it.

Confirm support-ticket.read, stay online, select All, and page through the 25-ticket results. Refresh once. If the ticket reference is still absent, do not create a duplicate; send Support the reference, Business Account, branch, selected page/view, and time.

A submit, reply, attachment, download, or close action has no confirmed result.

Check the conversation and ticket status before retrying. A create-only user should retain the request reference instead of expecting ticket detail. Retry only when no request or action is pending; remove credentials, payment data, and unnecessary customer information from evidence.

Get help when POS is offline
Ticket history, detail, replies, and submission require a live connection; collect visible error and queue context, then send the ticket after reconnecting.