MacromatiX: Create a Support ticket

Overview

MacromatiX help-desk experts want to support customers quickly and smoothly, so we use the modern service solution of our Customer Success Portal (CSP) and Zendesk to log, track and resolve technical issues or questions. 

  Best practices for logging a support ticket:  

• All new tickets must be logged via the Customer Success Portal>Submit a Request https://help.hotschedules.com

• Regularly review the status of the ticket to check its progress. It may require your feedback.

Steps to log a ticket

• Go to the Fourth Customer Success Portal: https://help.hotschedules.com
• From the top right corner, select Sign In 
• Enter your Username and Password
• From the top right corner, select Submit a Request
• To log a ticket for MacromatiX, select the Submit a request drop-down and choose Customer Support Ticket Form

Please refer to the below advice for completing the Support Ticket details:

Fields marked with an asterisk * are compulsory.

• CC - Enter any other email addresses you wish to include
• Which Module or Product*- From the drop-down select MacromatiX
• What is your issue about?* - Enter a subject e.g. 'Cashier Close will not transfer from POS to MX for all stores'
• Provide a description* - Please add the below details to the description field:
  • Environment impacted - Production, Staging, Testing, QA
  • Affected module or function - e.g. 'Approve Drawer Count Down' field for Manager
  • Steps to reproduce - Please add details of steps e.g.

1. Go to Drawer Count Down

2. Enter count

3. Select Approve

4. Error message appears

• • Expected Results - What the user expected to see or have happen, versus what they are actually seeing
  • Username or security group - Please advise if issue impacts only a single user, or, if a group is affected.
  • Store number(s) - Please list impacted store(s)
  • Date/time issue occurred - e.g. 22 July 2023, 11 AM (include your time zone)
  • Is the issue still occurring? - If no, when did the issue stop?
  • LiveLink logs - Please include logs. These can be collected from C:\macromatix\livelinkservice\logs\trace.log

• Business Impact - From the drop-down select one option: P1, P2, P3, P4. 
• Your full name-  Enter your contact name
• Contact Number - Enter your contact phone number
• Which best describes your role - From the drop-down select one option
• Which business do you work at? - Enter your business/brand name
• Are you raising this request? - If the ticket is to be handled by someone else, enter their contact details
• Do you have any screenshots? - Use the Add file link to upload any screenshots of the issue and include browser page URL. Exported report PDF/Excel file or log files can also be uploaded here. (Fig.1)

                                Fig 1. Select Add file to upload screenshots or files to ticket

• To submit the ticket to the helpdesk, select Submit (Fig.2)

Fig 2. Select Submit to complete the ticket

Ticket Status 

When a ticket is logged it will have a status assigned to it as it is reviewed and actioned. (Fig.3)

Please carefully monitor the status of the ticket as it can change and may require your action.

The support ticket statuses are:

• New – Ticket created in Zendesk
• Open – Fourth Support is actively investigating
• Awaiting your reply – Fourth Support is awaiting feedback from customer to action or solve ticket. Ticket closes automatically after 21 days of no response
• On-Hold – Awaiting Fourth Developers or Operations for assistance
• Solved – Fourth Support has notified you of a solution and considers this ticket closed
• Closed – Ticket cannot be re-opened. Ticket can be referenced when creating a new ticket

Fig 3. Ticket status examples

Related Articles

Take a look at other articles for MacromatiX Support & learning:

MacromatiX: Contact Us

MacromatiX: Log in & out of MX Mobile

MacromatiX: Create a PIN to log in

Training

Talk to your MacromatiX account manager or send us an email if you are interested in learning more about our MX Masterclass sessions for Restaurant Users, Franchise Partners or Head Office Administrators. 

Email: esapmea@fourth.com