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Help Center · 2 articles

Support

When and how to reach a human at Hesett.

013 min read

How to reach Hesett support

The right inbox for the right question, with response times.

General help

Email support@hesett.com for anything related to the dashboard, hardware or your subscription. Standard response time is under 24 hours, Monday to Friday.

Priority support

Restaurants on the Group plan get a priority queue with a response time under 2 hours during business hours. Mention your restaurant name and the word "priority" in the subject line so it is routed correctly.

Security and press

  • For suspected security issues — strange logins, data concerns, possible vulnerabilities — write to security@hesett.com. We acknowledge within 1 business day.
  • For media, partnership or interview requests, write to press@hesett.com instead of support.

Before you write in

Include your restaurant name, the affected section (for example "Orders" or "Device Management") and a short description of what you saw versus what you expected. If a device is involved, copy its Serial Number from the expanded card — it speeds up diagnosis.

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Filing a useful support ticket

What to attach so the support team can fix it on the first reply.

The essentials

  1. 01Your restaurant name as it appears at the top of the dashboard.
  2. 02The role you are signed in as (Admin, Manager, Waiter or Chef).
  3. 03The exact section where the issue happened — for example "Device Management → Buttons tab".
  4. 04The time the issue occurred, in your local timezone.

For hardware issues

Open the device card and expand it. Copy the Device ID, Serial Number, Installation date, Press Count and current status pill (ACTIVE, DAMAGED or REPLACED). Paste these into the email — they let support look up the exact unit without back-and-forth.

For dashboard issues

  • A screenshot beats a paragraph. Capture the full page including the top header.
  • Open the Activity Log and copy the most recent row from the affected teammate — it includes the action, timestamp and IP address.
  • Note whether the issue happens on one device only or across every tablet — this tells us if it is a session or an account-wide problem.

What happens next

You will get an automatic confirmation with a ticket number. Reply on the same thread to add new information — opening a fresh email resets the queue position. Priority customers on the Group plan jump ahead automatically once their account is verified.

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24h · One business day

Did not find what you needed?

A real human from the Hesett team will reply within one business day. The faster you give us your restaurant name and the affected section, the faster we solve it.

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