Customer Support Overview
Having issues? Lunchbox is here to help! 8am-1am est 7 days a week!
Introduction
Are you facing challenges with reporting, ordering, guest experience, navigating the dashboard, or simply having a question? Never fear; Lunchbox is here! Hop into our help center or contact a live support agent via email or chatbot to help solve the problem!
Email Support
Our support team is powered by Intercom and responds to emails within 30 minutes to help you with your customer support needs. Email [email protected] for assistance.
CC multiple email addresses to your initial support email, and those CCd parties will receive the response to the ticket. If you forget to cc someone, don’t worry; you can cc them on the following response, and they will be added to the ticket.
Best Practices
The following is a list of suggestions when submitting a ticket. The more detail you can add to the request, the better.
Restaurant and store # they are affiliated with
The platform they have a concern with
Web (Browser - whenever possible)
App (Phone Type - whenever possible)
Admin Dashboard (Section or Tab of the Dashboard - whenever possible)
Short but precise issue description.
Screenshots (whenever possible)
Lunchbox Help Center
Documentation
All restaurant partners are given access to the Lunchbox Help Center, which provides several helpful resource articles to help you manage your brand. Share these resources with your managers and other stakeholders involved with your online ordering experience so they have the necessary documentation. Visit http://support.lunchbox.io often to learn more.
Note: You do not need a login to access the Lunchbox Help Center
Live Chat
At the bottom right-hand corner of the help center is a support chat where you can live chat with an agent who can assist you with your concerns. Click Get In Touch, then Live Chat! If you need to share your screen, ask your support agent, and we will initiate a Zoom Call.
Note: You can type in keywords or ask the Chatbot questions, and it will suggest articles from the help center.
Limitations
You can only reach out to live chat if it is within support hours. Otherwise, it asks you to leave a message, which will be converted into an email.
Additional email addresses cannot be cc’d from the live chat feature. If you need to keep more people in the loop, email [email protected]
FAQs
What do I do if I haven’t received a response to my ticket?
Don’t hesitate to reply to the email you originally sent. This will add to the ticket you have already opened.
How often should I follow up on my ticket?
We are hard at work addressing your concerns. Follow-ups can be sent to the Intercom email thread, and we will do our best to help provide a status.
Will Lunchbox notify me once the issue has been resolved?
Yes. If you did not receive a response, please reply to the original email chain or directly on Intercom.
What do I do if my request is not currently something Lunchbox offers?
Submit a Product Feature Request through Canny! Canny is where you can add your feature requests to help Lunchbox grow! https://lunchbox.canny.io/feature-requests
Why did my ticket close?
If a Lunchbox Support Agent has sent you a question and you don’t reply within seven consecutive days, the ticket will close automatically and send you an email. If your issue is not solved, reply to that email to continue the conversation.
How do I keep my CSM in the loop of a ticket?
CC your CSM, and they will automatically be included on the ticket in Intercom.