Help & support

Get answers, submit a service request, and track submissions tied to your account email.

Smart Dining — operator help

This hub explains what you can do in Restaurant OS, how to get human assistance, and how to track the requests you send from this workspace.

Browse by topic

How this page works

1
Explore the product map

Use the sections below to see what each part of Restaurant OS is for and where it lives in the sidebar.

2
Search for answers

Filter features and FAQs with the search bar. Clear the field to reset the full guide.

3
Open a service request when needed

If something is broken, unclear, or account-specific, send us a ticket with one topic per message and as much context as you can.

4
Track what you sent

View service requests shows your history for this workspace. Replies always go to your account email.

Restaurant OS — product map

Each block mirrors major sidebar areas. “Open in app” jumps to the tool when you have access.

Today, Marketplace & billing

Start from your operational snapshot, explore add-ons and hardware, and manage subscription billing in one place.

Today (dashboard)

Open in app

Your landing view for the selected restaurant—use it to jump into day-of work and see high-signal status at a glance.

Marketplace

Open in app

Browse add-ons, services, and hardware aligned to your brand. Purchases and line items are finalized through Account → Subscriptions and checkout flows.

Subscriptions & payment methods

Open in app

Manage plans, renewal-related changes, and stored payment methods under Account. Mention your plan name or invoice when you contact us about billing.

Service, reservations & live orders

Run the floor: shifts, reservations, operational menus, and omnichannel orders from one workspace.

Shift overview

Open in app

Plan and monitor service shifts—align capacity, sections, and in-service workflows with how your restaurant actually runs.

Reservations

Open in app

Operate the reservation lifecycle: upcoming parties, waitlist, seated and finished visits, conflicts, cancellations, and no-shows—with booking detail drill-down.

Menus (operational)

Open in app

Quick path to live menus as used during service (distinct from full menu configuration under Settings).

Live Orders

Open in app

Monitor active omnichannel orders—pickup, curbside, dining, delivery—and open any order for full detail, adjustments, and operational follow-up.

Guests, CRM & growth

Unify guest data, campaigns, reputation, and discovery touchpoints so marketing and service stay connected.

Guest database & CRM workspace

Open in app

Search and manage guest profiles, then extend into segments, properties, tasks, workflows, and messaging templates for repeatable engagement.

Marketing hub

Open in app

Plan campaigns, creative (e.g. email studio), and audiences so offers reach the right guests with measurable outcomes.

Social media

Open in app

Publish, listen, and report across connected channels—keep brand voice consistent while reducing tab overload.

Discounts & promotions

Open in app

Configure promotional mechanics that sync with your commercial strategy—control eligibility, stacking rules, and how offers appear to guests.

Reviews inbox

Open in app

Centralize review triage and responses so guest sentiment becomes operational signal, not a separate inbox.

Google Business Profile

Open in app

Manage presence, posts, insights, and profile sync workflows that keep Google aligned with how guests find and choose you.

Insights & surveys

Reporting for covers, bookings performance, revenue impact, review trends, and structured guest feedback.

Insights overview

Open in app

Start here for cross-cutting operational and commercial metrics before you drill into specialized reports.

Bookings performance

Open in app

Understand reservation throughput, pacing, and outcomes to tune policies and labor.

Revenue & promotion impact

Open in app

Relate covers and demand signals to promotional activity so you can judge what actually moved the needle.

Review trends

Open in app

Track reputation trajectories and themes that should inform menu, service, and marketing decisions.

Guest surveys

Open in app

Analyze structured feedback tied to bookings and orders—close the loop between guest sentiment and execution.

Venue setup, menus & integrations

Configure the restaurant profile, service rules, physical layout, sellable catalog, payments, POS devices, and connected channels.

Restaurant & profile

Open in app

Location details, gallery, business hours, reservation rules, ordering rules, guest-management preferences, and foundational venue data.

Service shifts configuration

Open in app

Define how service periods behave—policies, pacing, and operational guardrails that reservations and orders inherit.

Floors & tables

Open in app

Model rooms, tables, and layout so booking and service tools reflect your real floor plan.

Menus & items (configuration)

Open in app

Author menus, categories, items, and modifier groups—the canonical catalog powering guest-facing experiences.

POS tablets

Open in app

Register and manage on-premise devices that participate in service and order workflows.

Payment & fees

Open in app

Configure payment-related fees and policies that affect checkout and reconciliation.

Channels & integrations

Open in app

Connect POS and booking channels—complete OAuth flows when prompted and keep credentials current for uninterrupted sync.

Team & access

Invite and maintain staff, roles, and operational identity inside Restaurant OS.

Employees

Open in app

Add, update, and offboard team members. Access to sidebar areas is controlled by permissions—if something is missing, an owner or admin may need to adjust your role.

Account, payout & wallet

Personal and organization account controls, payouts, optional wallet funding (where enabled), and security preferences.

Account overview

Open in app

Review personal profile details tied to your login—keep email and phone accurate so notifications and support replies reach you.

Manage payout configuration for funds owed to your organization according to your program and region.

Where enabled, fund a brand wallet for eligible flows (e.g. regional top-up). Availability depends on your country and product configuration.

Account settings

Open in app

Security and preference controls for your signed-in experience—including MFA where required by your organization.

Frequently asked questions

What is Restaurant OS?

Restaurant OS is Smart Dining’s web workspace for operators: reservations, orders, guest CRM, marketing, insights, and venue configuration in one connected system. Use the sidebar as your map—each area focuses on a part of running the business, from the floor to finance.

How do in-app service requests work?

Use New service request to send a structured message to our team. You will get an email reply at the address on your account. View service requests lists everything you submitted from this app with the same email, so you can confirm what we received.

Why must my request use my account email?

We match requests to your login email for security. If you need to use a different address, ask an organization owner to update your profile email, or mention both addresses in your message so we can link them manually.

When will I hear back?

Most operational questions receive a first response within one business day. Billing, integrations, and multi-location issues may take longer when we coordinate with partners. Mark your topic accurately and include screenshots or error text when possible.

Who helps with invoices, plans, or failed payments?

Choose Billing & subscription as the topic and include the plan name, approximate charge date, and last four digits of the card if relevant. Owners can also review Account → Subscriptions before writing in—many renewal questions are visible there.

Integrations disconnected or syncing wrong—what should I send?

Pick Technical issue and list the integration (e.g. POS or booking channel), what changed recently, and the approximate time failures began. Screenshots of error banners and any re-authorization screens speed resolution.

I cannot see a sidebar section my colleague has. Why?

Restaurant OS hides areas you are not permitted to use. Ask your organization owner or admin to review your role and permissions. This is expected behavior—not a bug.

What customer data is in support tickets?

Tickets store only what you type. Avoid pasting full payment numbers, government IDs, or sensitive guest health information. If we need specifics, we will request them through secure channels.

Is there an external help center?

Yes—your brand may also publish guides and announcements on the public Smart Dining help site. Use in-app requests when you need a human or account-specific troubleshooting.

What if my issue is urgent?

For production outages affecting guests or payments, open a request with Technical issue, put “URGENT” in the first line, and include your restaurant name, timezone, and whether the loss is ongoing. We prioritize stability-impacting cases.

Before you write in

  • Include your restaurant name and what you were trying to do when the issue happened.
  • One topic per request helps us resolve things faster.
  • For billing changes, mention the plan or invoice you are asking about.