Support And Troubleshooting

Support works fastest when you send clear context: which branch, which module, which order or table, what you expected, and what actually happened.

This page helps you self-serve common fixes and prepare a good ticket when you still need help.

Before you contact support

Gather:

Also check:

• plan and feature catalog — is the module supposed to be on?
• sales workflow mode — POS only vs Combined?
• operational shift — open for protected actions?
• payment provider — Razorpay dashboard status vs Zesty
• device scope — one phone vs entire branch down?

Demo workspaces

The one-hour demo creates a synthetic restaurant for exploration.

If sign-in fails or session expired, start a fresh demo from the marketing site. Do not use demo for real menu or payment configuration.

Pilot program

For assisted onboarding, apply via the pilot program.

Pilots typically include:

• menu import help
• kitchen and billing configuration
• guided first shift with Zesty team

Pilots are not a self-serve sandbox—they are for restaurants planning to go live.

Support tickets (in-app)

Eligible users create tickets from the app.

Write a good ticket

1. Subject — one line summary ("Billing queue empty but table unpaid")
2. Steps — what you clicked, in order
3. Expected — what should have happened
4. Actual — error message or wrong screen
5. Attachments — screenshot or export (no passwords, no full card numbers)

Safe attachments

• crop screenshots to relevant UI
• redact customer phone numbers if not needed
• do not upload .env or credential files

Support access

Admins may allow support access tied to a ticket.

Rules:

• allow only while the issue is active
• state the reason in the ticket
• review access after resolution
• revoke if ticket closed

Support access is audited.

Troubleshooting guide

Missing module or menu item

1. Check Settings → Features (owner)
2. Check branch feature override
3. Check sales workflow mode
4. Check staff role permissions
5. Sign out and in after plan change

Shift gate blocking actions

Message like "shift not open":

1. Open shift from header control
2. Confirm correct branch
3. Manager reviews bypass only for emergencies

Guide: Operational shift

QR / wrong table order

1. Confirm unique QR per table
2. Reprint if QR damaged or swapped
3. Check table record matches physical table number

Item missing from customer QR menu

1. Item available?
2. Category active?
3. Branch override hiding item?
4. Food type filter on customer side?

Payment mismatch

1. Open provider dashboard (Razorpay, etc.)
2. Match payment ID to Zesty payment row
3. Do not double-charge while status is pending
4. Refund only after manager confirms

Staff cannot access branch

1. Branch assignment on staff record
2. Branch active status
3. Role permissions include module
4. User signed into correct organization

Mobile layout confusion

1. Easy vs Standard interface preference
2. Solo Run vs Shared Crew org setting
3. Compare with training screenshots for correct mode

Guides: Easy and Standard, Solo Run and Shared Crew

Newsletter or marketing contact

Public forms and newsletter signups have separate consent rules. Confirm recipient address and opt-in before bulk sends.

Customer campaigns: Customers overview

Demo or pilot login issues

• Demo expired → new demo session
• Pilot → contact your pilot coordinator, not generic support only

Escalation contacts

For public walkthroughs, product questions, or privacy requests:

Email: support@zesty.id

Include organization name and branch in the subject line.

What support cannot do instantly

• change your legal tax filing
• override payment-provider settlement timelines
• recover deleted demo data after expiry
• enable plan-locked modules without billing change

Related guides

• Getting started
• Staff and access
• Feature catalog