How do I submit & view a Ticket for Help & Support?

This article guides users on submitting and responding to a support ticket.

Hours of Operations

Monday - Friday; 8:00 AM to 5:00 PM CST

Emergency after-hours and weekend support is available for urgent tickets, including:

• Inability to access the system.

• Inability to place electronic orders.

• Inability to record inventory.

• Inability to process payroll.

Contact Information

Phone: 1+ (888) 358-7728

Email: helpdesk@decisionlogic.co

Overview

Decision Logic provides fast and friendly solutions for our clients when an issue arises. Users can submit a support ticket in two ways:

• Through Decision Logic’s platform. This route is the preferred method.

• Email.

Types of Request

Each ticket has an issue type and is used to distinguish the differences between the types of support issues.

Question 

• Any request for more information about Decision Logic.

• Examples include 'How is Net Sales being calculated?', 'Can you provide documentation on X?', and 'What steps do I take to set up Line Check?'.

Task 

• Any task that we are being asked to do so that users can go about their business.

• Examples include ‘I need to configure tip categories', ‘I need help setting up a new store,' ‘I need the GUID for my current store X to replace the POS computer,’ and 'I need a COGS update.’

Error

• Any issues with logging into the platform or mobile applications, payroll, ordering, error messages, or general issues.

• Examples are ‘Why isn’t my ordering going through to an electronically integrated distributor?'

Concierge Service 

• Any task that falls under Concierge Services for clients who subscribe to this tier of support.

• Examples include ‘I need help creating a new Store.', I need help adding a new vendor.' I need help adding or removing items from my Ordering Guide.'

Update

• Any request for updating reporting that is not automatically updated in Decision Logic.

• Examples include ‘I need help updating my COGS/IvA/TvA.’

Submit Ticket - Platform

Users can submit a support request directly through Decision Logic’s platform from a web browser. Submission of requests from the platform is our preferred method. Once logged into Decision Logic’s web platform:

1. Click the Question Mark Icon.

   Open

   

    

2. Click Support.

   Open

   

    

3. This will bring you to the Support Form for users to complete based on the support type they are requesting. Scroll up in this article to view the support categories and their purpose.

   1. Question

   2. Task

   3. Error

   4. Concierge Service

   5. Update

4. Click the appropriate Issue Type.

5. Click the Subtitle that most accurately describes your request.

6. Fill out the Fields that populate.

   1. The more detail provided, the faster our team can resolve your submission.

7. Click Send.

Question

Task

Error

Concierge Service

Update

View Summitted Request

Each ticket submitted will send a confirmation email to the user. Users can click the link(s) in the email to view the request, turn off notifications about the request, submit a new request, or respond to the email. Additionally, the confirmation email will provide the ticket number associated with the request. Users can respond from the Support Portal or the confirmation email.

Users can also log in to the Support Portal to access their submitted requests and respond to Decision Logic’s Customer Support team.

1. Click the Question Mark Icon.

    

2. Click Support.

    

3. Click Requests.

    

4. Click Created by Me or All.

    

Users will see the information presented below.

© 2023 Knowledge Management Systems, LLC. Decision Logic. All Rights Reserved.

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