topic Re: What happened to Support Chat on Web?? How do you submit a ticket?? in Back Office & Team

What happened to Support Chat on Web?? How do you submit a ticket??

SSWRC — Thu, 26 Sep 2024 14:00:09 GMT

Support Chat function has disappeared from Toast Web. All links for support lead to "Chat on the Toast Now APP!" The blue chat button is GONE.

I don't want to have a support chat on my phone when I'm working on the problem on my computer.

I can't even find a way to submit a support ticket, and every time I use the Chat on the App, the bot automatically asks me if I've submitted a ticket. HOW?! WHERE!? I go to Toast Central and I can view previous cases, but I don't see any option to open a new ticket.

Can someone PLEASE help me access support on the web instead of having to pull out my phone?

Re: What happened to Support Chat on Web?? How do you submit a ticket??

Rob — Thu, 26 Sep 2024 15:41:01 GMT

Thanks for reaching out to the Community! Are you unable to see an option like this? It's at the bottom of the Toast central page. The buttons are still there; you might need to adjust your screen resolution.

Re: What happened to Support Chat on Web?? How do you submit a ticket??

SSWRC — Thu, 26 Sep 2024 16:18:40 GMT

Yes, when I click "contact customer care" it takes me to the screen that I showed above. There is no web-based chat or support ticket option on that page.

Re: What happened to Support Chat on Web?? How do you submit a ticket??

Rob — Thu, 26 Sep 2024 16:34:27 GMT

The chat with us is refering to where the chat feature is on, the Toast app. If you want to access chat without using the app, you need to login to your toasttab.com account and it will be there!

Get Help From Customer Care

Re: What happened to Support Chat on Web?? How do you submit a ticket??

SSWRC — Thu, 26 Sep 2024 16:50:42 GMT

I'm already logged into toasttab, that's where I'm getting the screens referenced above. The "chat icon" or "blue button" that it says to click on is NOT ON THE SCREEN. It is gone. There is no other link to anything that gets me online with support or a way to send a ticket.

Re: What happened to Support Chat on Web?? How do you submit a ticket??

Rob — Fri, 06 Mar 2026 16:02:59 GMT

That is the Support Center. Toasttab.com is your restaurant backend, also sometimes called Toast Web. I've included a screenshot of mine. The support chat icon will be in the lower bottom corner.

Re: What happened to Support Chat on Web?? How do you submit a ticket??

SSWRC — Fri, 27 Sep 2024 17:02:41 GMT

The support chat icon is not on my screen. It does not show up on any Toast website, including Toasttab, Toast Central, Toast Community. The only links to get to support take me to the Toast Central website which tells me to click on the icon that's not there.

Is there any possibility this could be a problem with the website that someone could figure out? Before you ask, yes I've tried on multiple browsers including Chrome.

If there was any other link provided aside from this phantom chat icon... Or just an option to create a ticket WITHOUT a chat session, that would be so helpful.

See screenshots of the bottom of my Toast Web screen and the Help menu which only routes to Toast Central, Videos and Articles, Toast Community (no support ticket or chat option):

Re: What happened to Support Chat on Web?? How do you submit a ticket??

Rob — Fri, 27 Sep 2024 18:17:43 GMT

I just logged into your account and didn't see the chat option anywhere; the chat function itself isn't broken. I was able to see it on a few other accounts, but I'm not sure why it's gone for yours. Based on the prompt, if it's gone, the next best step is to call support.
You could also ask your question in the community to see if anyone knows the answer.

I don't see any other options other than calling support. If your chat interaction is broken, you still need to contact support for more help. However, if you would like, I can escalate this issue. They would still reach out to you via phone, I believe, but I can request via email.

Re: What happened to Support Chat on Web?? How do you submit a ticket??

rcmck — Fri, 27 Sep 2024 18:25:36 GMT

Have you tried clearing your cookies or cache? Or opening in a private or incognito tab?

Re: What happened to Support Chat on Web?? How do you submit a ticket??

SSWRC — Fri, 27 Sep 2024 20:15:49 GMT

I would love for you to escalate this issue. It seems like a problem with the website development. If the team that creates Toast's website can fix this disappearing icon and maybe provide some additional links as failsafes to access chat and create support tickets, that would be super helpful. It is difficult to talk to the chat app on my phone when I'm working on Toast Web on my computer- I'm sure plenty of other customers experience this issue.

I don't have a specific support question I need answered right now, aside from this problem.

Question: when you request to escalate an issue via email, who do you email?

Re: What happened to Support Chat on Web?? How do you submit a ticket??

Rob — Tue, 01 Oct 2024 18:45:38 GMT

It's an internal email only people within the company are supposed to use, but since this post, that process has changed, and I no longer email them. However, the new process allows me to escalate issues better!

Re: What happened to Support Chat on Web?? How do you submit a ticket??

Penguin_Meg1 — Wed, 02 Oct 2024 14:32:49 GMT

I posted about this the other day that the support site has changed. We want to be able to submit a support ticket in writing as we were able to do before and that option is gone.