Support

Your direct line to Plaum. Raise a ticket when something in the product isn't working, and track the replies.

This is for contacting Plaum, not your customers. To message a customer about their order, use the chat inside that order on the Orders board.

How to get here

Click Support in the sidebar. A red number badge on it means you have unread replies waiting.

Who can see it

Everyone — admins and staff.

The screen at a glance

Three parts.

Support request form

Where you raise a new ticket:

• Subject — a short summary
• Category — a dropdown; general is the default
• Message — the detail
• Submit ticket

My tickets

Everything you've raised, each showing its subject, its category, and its reference. Two buttons per ticket:

• Open — view the conversation
• Close — mark it resolved when you no longer need help

Session status

A panel on the right confirming which account you're signed in as.

Raising a ticket

1. Give it a subject that names the problem — "QR code for table 7 won't scan" beats "problem".
2. Pick the closest category.
3. In Message, include what you expected, what actually happened, and roughly when. If it's about a specific order, include its reference (like #2E79) from Order History.
4. Click Submit ticket.

The ticket appears in My tickets straight away.

Following up

Click Open on any ticket to read the thread and reply. When a Plaum agent responds, the Support item in your sidebar gets a red badge.

Click Close once your problem is solved. Closing is a courtesy that keeps your own list readable — it doesn't delete anything.

Gotchas

• This is not customer messaging. Nothing you write here reaches your diners.
• Tickets are per user account, not per restaurant. A ticket raised by one staff member won't appear in another's list — if a colleague needs to follow it up, they'll need the reference from you.
• The badge only clears when you open the ticket, not when you visit the screen.