FAQs

General
1. How to raise tickets to Freshdesk?
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App
1. Not able to place orders in the app?
a. Are you not seeing Add or Choose button?
Solution:
b. Not able to see the counters/ restaurants?
c. Not able to timeslots?
d. Not able to proceed to payment page?
e. Not able to make any payments?
f.
2. How to cancel an order and get a refund?
Solution: If your restaurant/ food court has made a choice of giving
this feature to the customer. Then the customer can find this:
Order History --> Find the relevant order that needs to be cancelled
--> Click on “More Action button --> Click on the” Cancel” option

3. Not able to view the counter/offers/ concepts/ restaurants in

the app?
Solution:
i. Check if the counters are hidden
ii. Check if the counter/ restaurant “serving time”

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 4. Not able to see the timeslots?
Solution:
I. Check if the
5. Not able to see “Add” or “Choose” option on the app
Solution:
6. When does a customer gets a refund?
7. Where does the refunded amount go into?

8. How do I delete my saved card / cards?

Solution : On payment page there is a small button near “Saved
payment cards” called “manage” once it is tapped on depending on
how many cards are saved as trash icon would show beside the card
which would prompt if selected whether you want to remove your
card.

9. Not receiving emails on my order placed, how do I go about it?

10. Can we order from multiple counters/ restaurants?
11. How do I add money to my wallet on the app?
12. I have two discount codes can I use both for in a single
order?
13.

Control Desk
1. How to change the counter/offer timings?
2. How to hide the menu items?
3. How to change the menu item price?

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 4. How to set the counter non availability days? Or My counters
are not available on certain days/dates. How do I do it?
5. How to close the counter/offer on days and dates in advance?
6. How to I set up when an order shows on the ORT once
ordered?
7. I want to have different restaurant timeslots. How do I do that?
8.
Web ORT
1. How to reject the order?
2. My ORT screen got logged out in between the sessions, what
do I do?
3. Not able to see the orders coming in the ORT?
Solution:
a. Check for the internet connection.
b. Check if there are any filters that are applied
4. I have fixed portions of my menu items. How do I set them up?
5. How to set up printer to the ORT?
6. I have added some menu items, but they are not reflecting on
the ORT.
7. How do I view pre-ordered items?
8. Can I use the same credentials on two/more devices?
9. I want to set quantities from few items and set some items as
“Out of Stock”, how do I go about setting that up?
10.

KIOSK
1. Receipts are not printing, what do I do?

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 2. I am not able to make the payment via the payment device,
what do I do?
3. The counter(s) which we don't serve is(are) being shown on the
screen, how do I remove it?
4. How do I connect the Bluetooth printer/ USB printer?
5. How do I view/print the sales information from the kiosk?

POS
1.
Admin Dashboard
1. How to upload new users?
2. How to upload credits to the users?
3. How to check the wallet balance of all the users?
4. How to deactivate the users?

IMD
1. Screen is showing Counter is closed even though the
serving time is still open, what do I do?
2.

TDS

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 Etiquette
This is very crucial while answering the customers via Helpdesk,
make sure your message is well-received by your customers with the
below tips:

1. Fill all the ticket fields:

It is mandatory fill all the ticket fields

2. Write a Clear and Concise Subject Line

The subject line is the first thing recipients see, and it’s the main
factor that will influence whether they open your email at all.
Write a subject line that gives people a reason to open it.
For example: a) If the email is regard to provide control desk
credentials to the users mention the subject as Control Desk
credentials
b) If the email is regard to provide the credentials to the new site,
then mention the subject in the below format:
Time2eat Launch | Site Name
e.g., Time2eat Launch | DP World

3. Be mindful of email content and size

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It’s important to get to the point right at the beginning of your email,
rather than writing a long email put the answer or question in
points and avoid asking multiple questions.
If the content of the email is too long, put the information in Word
Document and refer it as an attachment in your email message.
For example: If customer is asking for refund, please ask the
following information:
a. Reason
b. Site name
c. Registered email ID/mobile number in the app
d. Order ID
e. Screenshots (if relevant)

4. Allow time for a response.

Be patient and give a reasonable amount of time for a reply. If your
issue is time sensitive, indicate such in the subject line and be sure to
kindly request a reply by a certain date.
If the tickets will take time to get resolved, kindly change the
resolution due date of the ticket in the Freshdesk:

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 5. Always Proofread
It’s a good rule of thumb to always proofread your message before
sending it.
It’s important for you to personally re-read your email for errors in
context. Grammarly tool provides an immediate spell check as you
type. So, it’ll point out any errors before you can click send.

6. Check for the Typology

Many a times, the users raising the tickets via the Freshdesk portal,
may not have selected the appropriate typology. Furthermore, the if
the ticket(s) is(are) raised via the email automatically gets assigned
to “Issue/ Malfunction”. Hence, it is crucial to check and update the
“Typology” accordingly.

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 7. Check for the Priority
The users sometimes select the priority as High or Urgent based on
the criticality that they feel the issue is. Hence, we need to update
the priority as per the guidelines and respond back to the requester
by justifying why the priority has been changed.

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 Commercials

1. How do the commercials for the platform work?

for the remainder of FY23 there is no licence charge for the use of
any component from the Digital Café Suite.
“Digital Café Suite” refers to all of our in-house developed tools
available for use by Compass markets – POS, Kiosk, Mobile & Web
App (Time2Eat), Menu Display, Order Readiness Display, Kitchen
Management System, Digital Wallet etc along with all the sub-
features like loyalty, promotions, subsidy management, Scan Pay &
Go self-checkout, reporting etc.

These free licences issued in FY23 have a 12 month validity and so

the current business plan sees Group beginning to charge markets
for product usage at the point of licence renewal in FY24. As an
example - if the Digital Café Suite POS and Mobile ordering is
deployed to a restaurant in May 2023, then the licence renewal for
that restaurant won’t be until May 2024 at which point the licence
fee agreed at that time for the POS and Mobile ordering components
will be charged. So, in effect whilst the issuing of free licences comes
to an end at the conclusion of this financial year, the benefit of the
free licences can last well into FY24 for sites deployed later on.

Compass Group is still working out how much is a fair charge to

markets for use of the Digital Café Suite products from FY24. A lead is

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being taken from how other markets have successfully tackled this in
the past (France & North America), whilst also benchmarking against
what a market would typically incur in monthly spend if they were to
source POS, Kiosk, Mobile ordering from a 3rd party vendor. This
work is on-going and will complete in Q2. The overall intention being
that pricing should be a compelling reason for a market to choose
products from the Digital Café Suite over any third party options and
therefore remain competitive. When we come to set pricing for FY24
we’re only looking to recover the run costs of the SmartQ business
unit in Compass – and so the more sites we have operational and on
the SmartQ platform the more we can divide those costs between
sites to deliver as low a cost-per-site charge as possible.

Is there some kind of startup cost for setting up the T2E

platform for a new market?
Typically these are internal-market costs that will be relating to the
activities relating to the launch. These will be coming from legal,
operations, marketing, culinary, D&T teams etc. and relating to the
creation of the operational offer (click and collect, pre-order,
delivery, Scan Pay and Go etc) that the Digital Café Suite is expected
to enable. Other costs may involve the integration to a local payment
gateway (if the recommended ones aren’t suitable) or the
enablement of local of local payment modes. There may also be
costs relating to the language translation if a third-party agency is
required to do this (recommended).

What kind of support will there be and how is it priced?

Level 2 and Level 3 support is provided by the SmartQ Team in India
and is time-shifted to match the market’s operating hours. The cost
of this support would be covered in the annual licence fee and is

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therefore free for the rest of FY23. We would expect Level 1 support
(triage, configuration, and hardware support) to be maintained in
market. We need this so that the L1 support to your unit managers is
in the local language and any hardware support issues (including
network issues) are dealt with by the local market team. Dedicated
SmartQ resources can also be provided at a cost to help manage
configurations. Some of our markets with large deployments (UK&I
and North America) have opted to outsource this service to SmartQ.
We can confirm exact costs for this service upon request.

Are there some other costs that we should consider when

calculating the business case?
As a change programme this is about using the technology platform
as an enabler for operational change and enhanced guest experience
(resulting in opportunities for decreased food waste, increased
participation, increased average transaction value, decreased labour,
and increased success in bids and retention). Investing time from the
right internal resources to driving the operational changes is the area
area where we see markets not setting aside enough internal expert
resource to be successful.

Is there a selected set of hardware that should be used, for

example the lockers and coolers? How are they priced?
Group and SmartQ can recommend hardware (POS, Kiosks, Tablet
devices, screens etc) that has been tried and tested by other
markets, but equally a local hardware support contract will be
needed in case items need break/fix support or replacement. Group
will work with the market on finding a supplier or SmartQ will be able
to carry out the tests with existing hardware suppliers to make sure
there is compatibility. Same goes for food lockers or frictionless retail

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– integrations have been done with Penguin lockers and AiFi in the
UK, so these are the providers we would recommend markets to
consider and we should be able to help leverage hardware contracts
that other markets have established.

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