Submit a Ticket & Chat with Support
Submit a ticket
Click the support widget in the bottom-right corner of the page
Select “Create a ticket”
Complete the form with clear details of your issue
Submit the ticket
A support agent will respond as soon as possible.
View your tickets and chat live
Open the support widget
Go to “Recent tickets”
Select a ticket to view updates or reply
Click “Send us a message” to continue the conversation
When an agent replies
You will receive a notification under “Messages”
Click the message to open the ticket and chat live with the support agent
What Happens After You Submit a Ticket
After submission:
Your ticket is created in the Noahs Support system
You receive confirmation in the support widget and by email
A support agent reviews your request
The ticket is assigned and worked on
You are updated inside the ticket
You can continue the conversation anytime by:
Opening the support widget
Going to “Recent tickets”
Selecting the ticket and replying
All updates, questions, and progress are communicated inside the ticket thread.
Shared Location Tickets & Communication Rules
Why you can see each other’s tickets
All users linked to the same location can view and reply to that location’s tickets.
This allows store teams to:
Track all open issues
Continue conversations if someone is absent
Avoid duplicate tickets for the same problem
Why all communication must stay inside the ticket
Keeps the full history in one place
Prevents lost information
Allows faster support and escalation
Ensures the right teams see updates
Maintains a proper audit trail
Do not move active issues to email, WhatsApp, or phone unless Noahs Support explicitly instructs you to.
Ticket Statuses Explained
Open
Your ticket has been received and is awaiting review or action.
In progress
A support agent is actively working on your issue.
Waiting on you
Support needs more information, confirmation, or an action from your side.
Resolved
Support believes the issue is fixed and has provided a solution.
Closed
The ticket has been completed and formally closed.
If a ticket is marked “Waiting on you”, it will not progress until you reply inside the ticket.
How to Reopen a Resolved Ticket
If your issue is not actually fixed:
Open the support widget
Go to “Recent tickets”
Open the resolved ticket
Reply with what is still not working
Your reply will reopen the ticket and notify the support team.
If the issue is different or unrelated, create a new ticket instead.
When to Create a New Ticket
Create a new ticket when:
The issue is unrelated to an existing one
A new problem appears after another was resolved
The topic affects a different system or location
The original ticket is closed and no longer relevant
Do not reuse old tickets for new problems.
One ticket = one issue.
This allows correct tracking, prioritisation, and resolution.
How to Write a Good Support Request
Always include:
Location name
What system is affected (Kiosk, POS, Printer, Payments, Menu, Reporting, etc.)
Clear description of what is happening
When the issue started
Whether operations are blocked
Strongly recommended:
Photos or videos of the issue
Error messages exactly as shown
What you already tried
Good example
“Kiosk at Q8 Roskilde freezes on payment screen. Started today at 10:40. Customers cannot complete orders. Rebooted twice, still happening. Video attached.”
Critical vs Non-Critical Issues
Critical issues (store-blocking):
Customers cannot place or pay for orders
POS cannot receive orders
Payments are failing
System is down or frozen
Store cannot operate normally
Non-critical issues:
Menu changes
Price updates
Image or description corrections
Reporting questions
Training or how-to questions
Always clearly state if your store is blocked.
What to Do If a Store Cannot Operate
If your store is down or cannot trade normally:
Submit a ticket immediately
Clearly state at the top: “STORE DOWN”
Include:
Location
What is not working
When it started
How it impacts sales
Attach photos or videos if relevant
Stay available to reply inside the ticket
Do not submit multiple tickets for the same outage.
Keep all updates in the same ticket thread.
Where Replies and Updates Appear
Support replies appear in two places:
Inside the support widget at help.noahs.support
In your email inbox
You can reply from either:
The support widget chat
Directly from the email notification
Both methods post into the same ticket.
Always continue the conversation through the ticket so the full history is preserved.
When Multiple People Reply From the Same Location
All replies are added to the same ticket thread.
What this means:
Everyone at the same location can see updates
Multiple team members can answer questions
Support sees the full conversation in one place
Best practice:
Do not open duplicate tickets for the same issue
Coordinate internally where possible
Keep all information in the same ticket
This ensures faster resolution and avoids conflicting instructions.