topic Re: View Order Updates/Auditing in Back Office & Team

View Order Updates/Auditing

Kirsten_H — Mon, 08 Jul 2024 21:22:26 GMT

I used to be able to click 'View Update History' to view/audit check activities (1st picture). Last week this functionality disappeared, and I get a header with no information (2nd picture).

I was on a call with Toast Support today on a different issue and asked about this. I was told that this functionality was removed as it is only for Toast agents to use. Has anyone else had this experience?

How do you audit checks to figure out issues that arise?

Re: View Order Updates/Auditing

au79teahouse — Mon, 08 Jul 2024 21:36:16 GMT

This is a news to me. It wasn't there before for us. But it works for me when I clicked one of the orders from today.

Re: View Order Updates/Auditing

rcmck — Mon, 08 Jul 2024 21:41:54 GMT

Still working for me, just used it this morning. I would try opening in an incognito window, if it loads, might be a cookie or cache issue.

Re: View Order Updates/Auditing

Kirsten_H — Mon, 08 Jul 2024 21:54:00 GMT

Great idea. Sadly, it's not the solution. I tried in incognito mode without luck. Cleared cookies & cache anyway...still didn't help. I did create a ticket earlier today (before I was told it was only for Toast agents...), so we'll see if and when I get a response there.

Re: View Order Updates/Auditing

rcmck — Mon, 08 Jul 2024 22:32:45 GMT

Ok,.there is a check audit permission, 4.17, I would check that you have that permission as well.

Re: View Order Updates/Auditing

josh212 — Tue, 09 Jul 2024 02:00:53 GMT

Make sure you go in permissions and add the audit to your role

Re: View Order Updates/Auditing

Kirsten_H — Tue, 09 Jul 2024 14:27:13 GMT

@au79teahouse @rcmck This is the reply I got from Customer Care. Apparently Toast doesn't want us checking up on our staff, and would rather us call them every time we need to look at a check history. I do have full permissions for POS and back office operations.

Hello Kirsten,

This is Jorge from Toast Customer Care. I am following up on your case in regards to your update history on check inquiries.

Unfortunately, the feature to view update history on checks has been disable to our customers. It is currently only available to our Toast Customer Care Experts for better auditing reviews.

We have decided to make this update to better assist our customers with any inquiry on checks so that only Experts can audit checks and payment information from customers.

I apologize for the inconvenience,

Best regards,

Jorge

Re: View Order Updates/Auditing

Kirsten_H — Tue, 09 Jul 2024 15:54:47 GMT

@Rob any insight into why Toast thought it was a good idea to take away this functionality?

Re: View Order Updates/Auditing

rcmck — Tue, 09 Jul 2024 16:53:48 GMT

Still works for me, doesn't really make sense that it is being removed, they just added it not that long ago, and everything would gone if they did, including the link to view history. You have checked your permissions?

Re: View Order Updates/Auditing

nbunda — Tue, 09 Jul 2024 17:10:58 GMT

I agree, it's foolish to take it away. What does it matter that some people might not understand it? A good number of us actually do understand it and can extract a good amount of diagnostic info from it without having to go thru Toast. (The page has gone empty for me as well, but the link is still there - I have all permissions).

Re: View Order Updates/Auditing

Rob — Tue, 09 Jul 2024 17:26:52 GMT

I was under the impression that this view was never available to customers, and I can't test it because I still have some support abilities, so I can see the audit history. I will escalate the case to see if they can provide more information!

Re: View Order Updates/Auditing

Kirsten_H — Tue, 09 Jul 2024 17:49:33 GMT

Thank you, Rob. We came on board with Toast in January and have had the audit feature until last week. I come from Aloha, which had very robust audit capabilities between Aloha itself and the drill down features in their Insight program. The lack of audit and check level drill-down in Toast has been frustrating.

Re: View Order Updates/Auditing

Kirsten_H — Tue, 09 Jul 2024 18:36:27 GMT

I built our Toast and have always had full permissions.

Re: View Order Updates/Auditing

pizzashop — Tue, 09 Jul 2024 19:42:57 GMT

I also used to use this quite often to help diagnose something in the kitchen where staff said something ever showed up, or we wanted more details on the lifecycle of a ticket.

I can still see the links to this feature, it just doesn't load any data. If Toast were to remove this feature for users, they should just remove it, not make it there but non-functional. That doesn't make any sense, and I don't really buy Toast support agents saying it was only for support to use. It was released, the link remains, it worked and was out for a long time -- there's no way it was never intended for owners to use.

+1 to bring this feature back. I've already had 2 times this week i wanted to look at it and couldn't. Toast -- Don't take away perfectly good features.

Re: View Order Updates/Auditing

Kirsten_H — Wed, 10 Jul 2024 16:36:28 GMT

Hey all! I got my audit back Today! 🙂 I had a check that I wanted more detail on, so as I grumbled 'this isn't going to work...', I hit the button and voila! there it was. Hopefully it sticks. Happy Wednesday!

Re: View Order Updates/Auditing

Rob — Wed, 10 Jul 2024 16:41:24 GMT

Happy to hear! So, if you want this feature, it sounds like we can keep it on!

Re: View Order Updates/Auditing

nbunda — Thu, 11 Jul 2024 03:48:53 GMT

I'd love to get it back! How can we request it?

Re: View Order Updates/Auditing

Rob — Tue, 16 Jul 2024 18:15:25 GMT

I'm unsure how it's added back, but I can get a case for the correct team! Is the functionality missing for you? @nbunda

Re: View Order Updates/Auditing

nbunda — Wed, 17 Jul 2024 18:50:43 GMT

As of today, yes it’s still blank for me. Thank you! @Rob

Re: View Order Updates/Auditing

Rob — Wed, 17 Jul 2024 21:37:00 GMT

Okay, I will escalate a case for you!