Overview
The event logs section explains how to manage event alerts for your location(s). You can set up and customize email alerts to notify specific recipients, such as owners, managers, or tech support, about key events. These alerts help keep your team informed about order issues or changes to your store settings. These logs also help track who performed certain actions, offering better visibility and accountability across teams.
View Event Logs
To view event logs, log in to the Admin dashboard and
Select Operate
Select Logs
Select Recent Events
The Recent Events section is your go-to place when troubleshooting issues for a specific location. It logs key activities like order voids, transfers, refunds, escalations, and any store-related errors. To find a specific event, you can use filters to narrow your search:
Event type: Abnormal response time, Agent Errors, Business Hours Override, External Order Load Error, External Service Error, Menu Import Complete, Menu Pack Import Complete, No Agent Check-In, Order Voided, Refund Issued
Date filter where you can select: Today, Yesterday, Last 7 days, Last 30 days, This month, Last Month, or choose the custom range
Filter to show or hide Agent Events
Sort by created time ascending or descending
When you find a specific event you are looking for, you will be able to:
View the log message
See the time an event occurred
See the restaurant location ID the event occurred
See the email of the user who performed/triggered the event
User visibility "Performed by"
The Logs section now includes a “Performed By” field for actions taken within the Admin Dashboard. In the event breakdown, now we can see the email address of the user who made a specific change, such as disabling a service type, modifying menus, or updating location settings.
This enhancement brings parity with Old Admin and helps operators quickly identify who made a change, critical for auditing and troubleshooting. For example, if a category like “Appetizers” disappears, you can now track which user made that change and when.
Alerts chart
Here you can find the Alert Charts to learn about all the different event types and their meaning.
Agent Error: Alerts when the Agent receives an error, which will be displayed with this Event | Business Hours Override: Alerts that your Agent has been unable to connect to the system for at least 60 minutes, and as a result, we've turned off online ordering for the day for your store. Once the Agent reconnects to the system, your online ordering service will be automatically restored within 10 minutes, unless otherwise specified, and you will receive a recovery notification. |
Cancel POS Order Failed: Order was canceled in the system, but failed to cancel in the POS | Contact Response: Alert received when a contact response has been submitted by a customer |
Created Restaurant Redirect: Alerts that as stories having orders redirected to another location | Deleted Restaurant Redirect: Alerts that a store is no longer redirecting orders |
External Order Load Error: Alerts when an order fails to load in the POS. The alert would include store number, order number, and the reason/ details of the error (e.g. item not found) | Location Activated: Alert received one a location has been activated for online ordering |
Menu Disabled for Location: Alerts that a menu has been disabled for this location | Menu Enabled for Location: Alerts that a menu has been enabled for this location |
Menu Import Complete: Alerts that a menu import was successful | No Agent Check-In: Alerts when the System Agent has not checked in with our servers for 60 minutes, unless otherwise specified |
Online Status: Alerts anytime a location’s online status changes | Online Status Offline: Alerts that a store has been taken offline |
Online Status Online: Alerts that a store has been placed online for ordering on the site | Order Escalation: Alerts when a store has a pending online order because the Agent stopped checking in. Our support team made contact with the location and confirmed they received the order via fax or email. |
Order Total Calculation Error: Alerts when the POS calculated total does not match our calculated total | Order Transfer: Alerts when an order has been transferred from one location to another. |
Order Voided: Alerts that an order has been voided | POS Error: Alerts when there is a problem communicating with the POS |
Recovery: Agent Check-In: Alerts when an Agent that hasn’t been checking in starts checking in again | Refund Issued: Alerts when an order has been refunded |
Remote Status Online: Alerts that as store has been placed online for ordering on the client's main site | Remote Status Offline: Alerts that a store has been taken offline for ordering on the client's main site |
Service Type Status: Alerts any time a location’s service type changes | Service Type Status Offline: Alerts that a service type has been disabled |
Service Type Status Online: Alerts that a service type has been enabled | Uncompleted Order: Alerts when an order has been accepted, but has not been completed, and the order time has passed |
Unconfirmed Order: Alerts when Support cannot confirm if an order was received by the location and has been temporarily canceled | Updated Restaurant Redirect: Alerts of any changes made to an existing redirect rule |