Support Center Overview

Support Center is a one-stop section inside Toast Web that brings your Customer Care experience together for all of your locations. From the Support Center dashboard, you can:

Use the Customer Case Portal to create, track, and reply to cases in one place.
Use Chat Support to open a new case or continue chatting with an agent on an existing case.
Use Article Search to find knowledge base articles without leaving Support Center.
Use Device Hub and System Status to see device health in real time and get alerted when a device goes offline.
Use Notifications to see real-time alerts about issues that may affect your business.
Use Toast Classroom and Office Hours for on-demand training and live sessions with Toast trainers.
Use Toast Community to connect with other industry professionals.
Use Product Updates to stay current on new product and feature launches.

For more detail on device monitoring, see Device Hub Overview.

Before You Begin

Applies to: Toast Web

Permissions needed:

A Toast Web login for your restaurant

What you'll accomplish: Open Support Center, open or continue a case with Customer Care, find your existing cases, and read each case's status.

Step 1: Access Support Center

Log in to Toast Web.
Open Support Center using one of these options:
- In the left menu, select Support Center.
- In the top right corner, select the Help button (small question mark inside the circle).

Expected outcome: The Support Center dashboard opens, with your active cases, the Talk to us section, and tiles for the other Support Center features.

Step 2: Open a Case or Start a Chat

Cases with Customer Care are created when you start a chat. To open a new case from Support Center:

From the Support Center dashboard, find the Talk to us section.
Select Start a chat.
Describe your issue in the chat to begin a conversation with Customer Care.

Expected outcome: A chat opens with Customer Care, and a case is created for your conversation. Chat support is available 24/7.

Note: Chat messages that begin on the web are saved automatically and can be continued in the Toast Now app, and the other way around. For other ways to reach Customer Care — including phone, Toast Now, and your Toast device — see Contact Customer Support.

Step 3: View and Manage Your Cases

To find a case you've already opened with Customer Care, return to Support Center.

In Toast Web, open Support Center using either option in Step 1.
Under My active cases, select View all cases.
If you manage more than one location, use the location picker to filter the list to one location or several.
Select the > icon on the right side of a case row to open the Case Details page.

Support Center cases list with the multi-location dropdown highlighted

On the Case Details page you can:

Add a comment or attachment to your case.
Chat with an agent in real time if the issue is urgent.
Close the case when you're done.

To close a case you no longer need open, select Close this case in the top right corner of the Case Details page, write a short note about how it was resolved, and then select Yes, close this case. If you're not ready, select No, keep this case open.

Expected outcome: You can see every case for your locations, open any case to read its history, and close cases that are resolved.

For more on adding comments or attachments to an existing case, see Get Help With Customer Care Case Comments and Details.

Step 4: Understand Case Statuses

When you view your cases in Support Center, each case shows a color-coded status so you know where it is in the resolution process. The table below explains each status.

Status	Status Image	What It Means
In Queue		Your case is open but has not been assigned to an agent yet.
In Progress		Your case is being worked on, is pending, or is pending a follow-up from the Care team.
Needs Response		Your assigned agent is waiting on information from you before they can move forward.
Pending Follow Up		Your case is waiting on a follow-up from a team at Toast or from a team outside of Toast.
Resolved		Your case has a proposed resolution, an assumed resolution after prolonged inactivity, or a confirmed resolution.
Closed		Your case has been closed.
Merged		Your case has been combined with another open, related case so no details are lost.