How to Create and Review Support Tickets

 

Our ticket system is the best way to contact Shop Boss with:

 

 

• Report bugs or software issues
• Custom Reports 
• Feature Requests
• Questions after hours 

 

 

Creating a Ticket 

To Create a Ticket, click Submit Ticket found near the top right corner of your Support Page.

 

 

It will then bring up the page shown below.

 

• The numbered items must be filled out
• Please indicate your Shop ID in the subject line

 

 

 

Tips on filling out the new ticket window 

 

Reporting Bugs or Software Issues 

If you are reporting a bug or software issue:

• Choose Support in the Category drop down
• Be sure to detail:  
  • Which feature the issue is occurring and the series of steps you took to conclude there is an issue.  For Example: 
    • Emailed/Text customer using Send Update Feature from RO # .... 
    • Customer called into shop and said link gives error# ....

 

Custom Reports

 

Custom reports can take up to 4 weeks to complete and add to your account

• Choose Custom Reports in the Category drop down 
• Be sure to detail:
  • What factors you want the report to show, or
  • If there is an existing report (Shop Boss report or otherwise), excel spreadsheet, or other attachment you have that shares in detail the factors you are looking to duplicate or create, please attach to your ticket.  

 

Feature Requests

Shop Boss receives many features requests from all of our subscribers. Please keep in mind we will assess the feasibility of your request as fast as possible and respond accordingly. At this time, there is no timeline on completions of feature requests. 

 

Shop Boss has a new Feedback Tab which captures ideas from all our subscribers. Feature requests you think would benefit all shops, please choose the Feedback tab on the main menu, and add your idea by clicking at the top right of the page. This will also allow you to vote and comment on other ideas as well as keep track of our development teams roadmap.

The Feedback tab is on the main menu at the bottom right above the support tab.

 

Please fill out the information below when adding to the feedback tab. 

Custom feature request for your shop

Choose Feature Request

• Choose the Category that best fits the need of your request in drop down 
• Enter a title
• Be sure to detail: 
  • What menu or section you would like to add the feature from start to finish 
  • The purpose of adding the feature

 

 

Questions After Hours

Feel free to submit a ticket for after hours questions on procedures or other features.  Our staff will follow up with you the next business day by responding to the ticket.  

 

 

 

To Check and Review your Tickets

 

On the main Support Page. You will see the tab for Back to Tickets. This will open a page that will display all of your Tickets you have created. 

 

You will see a history of all tickets created as well as all communication within the ticket 

 

 

 

To Reopen a Ticket

Simply click on the subject title of the ticket

Click Reply at the bottom left side by the chat bubble.

 

 

A window will appear to add text.  When you have completed this section and click send reply, your ticket is reopened and sent to our support staff.  We will respond through the ticket.