Operators can open a ticket at any time by emailing or calling the proper team listed in the Contact Us section at the bottom of the Help Center website. Alternatively, Operators can submit a ticket through the HelpCenter.
- Create an account on https://365retailmarkets.zendesk.com/hc/. For instructions on registering, visit the How to Register for the Help Center article.
- Log into your account.
- Click on the new Submit a Ticket button in the middle of the page.
- The following tab will display.
- Click Add in the upper, left corner.
- Click Ticket in the drop-down menu.
- The blank ticket form (shown below) will display. Complete the required fields. Suggested articles will appear as you type the subject of your ticket - these may help resolve your issue without having to submit a ticket.
To help our Support team better assist with your issue/request, please provide the following:- Name of the location or the device serial number (VSHXXXXXX, KSKXXXX, etc.).
- Detailed description of the request or issue.
- When you click Submit, a ticket will be created and a Support agent will start working on your ticket as soon as possible. Check below to see our possible priority levels.
Priority Description Support Response Critical Location or customer is completely unable to do business or critical functionality of the kiosk is compromised. Issue impacts a significant group of customers or any mission critical application affecting a single customer. 24/7 First Response: Typically within 2 Hours** High Degraded performance and reliability of support services or significant issue affecting a single user. Includes other support issues that could escalate to Critical if they are not addressed quickly, as a result of repeat issues or problems that may have escalated over time. 24/7* First Response: Typically within 2 Hours** Normal A routine support request that impacts a single user, non-critical software, or hardware error. This includes administrative tasks that should be completed within 24-48 hours. 24/7* First Response: Typically within 4 Hours** Low A minor service issue, general inquiry, or administrative task that does not have to be addressed immediately.
24/7* First Response: Typically within 4 Hours** *24/7 or based on brand business hours.
**Operator should call for faster response
Note: You can open a ticket and work on it again within seven days of putting it in "Solved" status. After seven days, the system will close the ticket. If you want to work on it again, you will need to open a follow-up ticket.
If you need further assistance, contact us at (888) 365-6282. You can count on our 24/7 Support team!