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Opening a support ticket

Use this page to ask for help in the portal, follow your ticket, and know who hears about it.

Who can do this: anyone who can sign in to the portal.

Know your two help desks

The portal can send a ticket to two places.

  • Fran-Trak Support is the Fran-Trak team. Ask us about the register, the portal, hardware or payments.
  • Your company's help desk is run by your own head office. Ask them about your stores, menus, orders or policies.

Two menu entries lead to them. Both are in the menu under your name, at the top right of the portal. On a phone, both are in the list under the menu button.

Menu entry Where the ticket goes
Get help from Fran-Trak Always to Fran-Trak Support. Every portal user has it.
Support To your company's help desk. If your company has not set one up, to Fran-Trak Support. Every portal user has it.

The page heading names the desk. It shows Fran-Trak Support, or your company's name followed by Help Desk. If both desks apply to you, two buttons under the heading let you switch between them.

Open a ticket with Fran-Trak

  1. Click your name at the top right.
  2. Click Get help from Fran-Trak.
  3. Click Submit A Ticket.
  4. Fill in the form. See Fill in the ticket form below.
  5. Click Submit Ticket.

You can also start from outside the portal:

  1. Go to support.fran-trak.com/ticket.
  2. Under Your Fran-Trak portal name, type the part of your portal address before .fran-trak.com. For example, if you sign in at yourbrand.fran-trak.com, type yourbrand.
  3. Click Continue.
  4. Sign in as usual. The sign-in page says Sign in to open or follow your support ticket.
  5. The ticket form opens. Continue from step 3 above.

If you have signed in to your portal on this browser before, steps 2 and 3 are skipped: the address takes you straight to your portal's sign-in page. If that is the wrong portal, click Choose a different one on the sign-in page and type the right name.

Cannot sign in?

Email support@fortibus-inc.com. See Contact support.

Open a ticket with your company's help desk

  1. Click your name at the top right.
  2. Click Support.
  3. Check that the heading shows your company's help desk.
  4. Click Submit A Ticket.
  5. Fill in the form, then click Submit Ticket.

Your company may show other buttons next to Submit A Ticket. Your head office decides what they are for.

Fill in the ticket form

  1. In Description, write one short line that sums up the problem.
  2. Choose a Category. The Type list then shows the types for that category.
  3. Choose a Type.
  4. Choose a Severity. Click the question mark next to it to read what each level means.
  5. Optional: pick a Due Date if you need it fixed by a certain day.
  6. Read the line under these fields. It says who the ticket goes to, for example This ticket will go to: Fran-Trak Support.
  7. In Ticket Summary, describe what you did, what you expected, and what happened instead.
  8. Check your contact details: First Name, Last Name, Phone and Email.
  9. Answer Can we call you? and Can we e-mail you?.
  10. Optional: in Carbon Copy:, choose colleagues who should follow the ticket.
  11. Optional: under Attach Files, choose screenshots or other files.
  12. Click Submit Ticket.

The portal shows The transaction completed successfully. Your ticket then appears in the Open list beside the form. Each ticket has a number. The list shows it in front of the description.

You never choose who handles the ticket. The category and type decide that.

On the Fran-Trak desk, the categories include Portal, POS System, Hardware, Payments, Online Ordering, Store Operations, Billing and Other. Pick the closest match. Other is fine when nothing fits.

Choose a severity

Severity Use it when
P0 - Critical Your business is stopped and there is no workaround. For example, the service is down or data is lost.
P1 - High Something important does not work, and there is no reasonable workaround.
P2 - Medium Part of the service does not work, but your business carries on. A short-term workaround exists.
P3 - Low You have a question, or a small problem with an easy workaround.
P4 - Unknown You are not sure, and it is not hurting your business.

Your company's help desk may use its own definitions. The question mark next to Severity always shows the ones that apply.

Critical tickets to Fran-Trak

On the Fran-Trak desk, a ticket you mark P0 - Critical is filed as P1 - High. The portal tells you so. Fran-Trak support raises it to P0 when it is critical. If your business is stopped right now, also check status.fran-trak.com.

Find your tickets

The ticket list sits beside the form. On a tablet or phone, it is a Tickets drawer at the bottom of the screen. Tap it to open it.

  • The Open tab lists tickets that are still being worked on.
  • The Closed tab lists tickets that are Resolved or Closed.
  • The Search tab opens a full search page with more filters.

To open a ticket:

  1. Click the ticket in the list.
  2. Or type at least three letters of its description in Search for..., pick it, and click Go!.

The ticket opens with its number at the top. A Fran-Trak label there means the ticket is on the Fran-Trak desk. To go back to the new-ticket screen, click Start A New Request.

Reply to a ticket

  1. Open the ticket.
  2. Click the Correspondence tab.
  3. Type your reply in the box.
  4. Click Update.

Your reply is added to the ticket's history, with your name and the time.

Reply in the portal, not by email

Replying to a ticket email does not add your reply to the ticket. Always reply on the ticket's Correspondence tab.

When a ticket is waiting for you, its status starts with Pending - Response from. When you reply, it goes back to the person working on it automatically.

Attach files

  1. Open the ticket.
  2. Click the Attachments tab.
  3. Choose one or more files.
  4. Click Attach.

Files already on the ticket are listed below, with a link to download each one.

If a file could not be added when you opened the ticket, the portal tells you. Add it again from the Attachments tab.

Copy colleagues on a ticket

  1. Open the ticket.
  2. Click the CC tab.
  3. Choose the colleagues to add, or clear the ones to remove.
  4. Click Update.

Copied colleagues see the ticket in their own ticket lists. They also get an email and a portal message each time it changes. You can copy people from your own company. Colleagues whose accounts are switched off cannot be added.

Not everyone can change who is copied. The person who opened it can, and so can anyone already copied or managing it.

Close or reopen a ticket

When the fix is done, the person working on the ticket sets it to Resolved.

  • A Resolved ticket closes by itself 24 hours later.
  • If the problem is not fixed, reply on the ticket within those 24 hours. If you opened the ticket, your reply reopens it, and it will not close by itself.

To close a ticket yourself:

  1. Open the ticket.
  2. In Status, choose Closed.
  3. Click Update.

To reopen a resolved or closed ticket:

  1. Open it from the Closed tab.
  2. In Status, choose Re-Opened.
  3. Click Update.

Note

A reply on a ticket that is already Closed does not reopen it. Choose Re-Opened as well.

What you can change on a ticket

What you can do depends on your part in the ticket.

Your part What you can do
You opened it Reply, attach files, change the copied colleagues, close or reopen it, and edit the description and summary.
You are copied on it Reply, attach files, change the copied colleagues, and close or reopen it.
You can only see it Reply and attach files.
It is assigned to you, or you manage your company's help desk Everything, including status, severity, category, type, assignee and due date.

When you cannot change a field, it is greyed out. The ticket shows Only the ticket owner or your admin can change these.

On the Fran-Trak desk, only Fran-Trak support changes the status, severity, category, type, assignee and due date. You can still reply, attach, copy colleagues, close and reopen.

Know what emails you get

We send ticket emails to the address on your portal profile. The Email you type on the form is the contact address shown on the ticket.

If you opened the ticket and answered Yes to Can we e-mail you?, you get these emails. N is the ticket number.

  • New Support Ticket Created when you submit it.
  • Support Ticket N Updated when someone else replies or changes it. You do not get mail about your own changes.
  • A note that it will close automatically in 24 hours when it is resolved.
  • Support Ticket N Closed when it closes by itself.

If you answered No to Can we e-mail you?, you get none of these. Check the ticket in the portal instead.

Colleagues you copy get an email each time the ticket changes. The person working on the ticket gets one too.

Allow Emails? does not stop ticket emails

Your profile has an Allow Emails? setting. It does not stop emails about support tickets. Only your Can we e-mail you? answer on the ticket does that.

If your profile has no email address, the portal warns you when you submit. Ask your administrator to add one.

Each email links to the ticket. If you are signed out, the portal asks you to sign in, then opens the ticket.

Know who can see your ticket

These people can see a ticket you open:

  • you, the colleagues you copy, and the person it is assigned to;
  • your company's corporate and concept administrators;
  • franchisee administrators and franchisee business managers, when you are in their franchisee or share a store with them;
  • store owners and store managers who share a store with you;
  • Fran-Trak support staff.

This is the same for both desks. Your company's administrators can read and reply to your Fran-Trak tickets. People with the Store User role see only their own tickets, and tickets they are assigned or copied on.