Service Desk

The Service Desk is your direct line to the Selflane team for product issues — bugs, account problems, escalations, or anything affecting you or a restaurant in your portfolio. Issues filed here go to engineering and support, not to a generic inbox.

File an Issue

1. Open Service Desk > Issues in Selflane Partner .
2. Click + New Issue.
3. Fill in the form:
   • Title — one-line summary. Be specific (POS won't print kitchen tickets at Joe's Pizza beats printer issue).
   • Affected business — pick the restaurant if the issue is restaurant-specific.
   • Description — what’s happening, what you expected, when it started, what you’ve already tried.
   • Attachments — screenshots, screen recordings, or receipts. Drag and drop or click to upload.
4. Click Submit.

You’ll see the issue in your list with a status of Open. Selflane responds with updates in the same thread.

What to Include

The faster fixes happen, the better the report:

• Business name and the affected iPad — serial number if possible.
• Steps to reproduce — list them numerically. “Tap A, then B, see X” is easier to debug than a paragraph.
• Time the problem started — narrows down when to look at logs.
• Screenshots or video — for UI bugs, a 10-second screen recording saves a lot of round trips.

Issue Statuses

When an issue is Waiting on You, reply in the thread — leaving it stuck delays everything behind it.

Escalation

For outages or anything blocking active service at a restaurant, file the issue and call Selflane support directly. The Service Desk is for tracked, async work; phones are for fires.

Related

• Admin — manage which agents in your org can file issues.
• CRM — Service Logs in CRM are for your own org’s notes; Service Desk is the channel to Selflane.