Support Requests

Sending a request to VMX

Open Help (the ? in the top bar) and choose Support Requests (the same button also opens a My Requests / New Request subnav once you're on a support page). Say what's going on in one line, add details (item numbers, receipt numbers, what you expected), pick what kind of request it is and how much it's getting in the way, and send. The form shows what gets attached automatically — your name, email, store, and the page you were on — and warns you if your employee record has no email (you'd get no confirmation). As you type, the form also searches the VMX documentation and lists up to four pages that might already answer the question — a plain search of these docs, available whether or not VMXpert is on for your store — so you can check them before you send. You get an email confirmation with the request number right away, and VMX follows up on the request page and by email.

For anything urgent (a register that cannot ring sales), call (706) 666-5566 instead.

Tracking and replying

The My requests tab (reached from Help → Support Requests) lists every request from your store, newest activity first. Open shows what's in flight — anything VMX is waiting on you for sits at the top under Needs your reply with an orange edge and the question VMX asked; Closed shows completed requests; Mine narrows to the ones you sent. Search by subject or #number.

Open a request to see the conversation: your messages on the right (green), VMX replies on the left (blue), and status changes as small lines in between. The strip under the title tells you what happens next — for example "Sam at VMX needs an answer from you" or "Closed Aug 18 — reply to reopen." Reply in the box at the bottom (⌘/Ctrl+Enter sends); replies are emailed to the VMX person handling it. You can also just reply to any email about the request — your reply lands on the request automatically. Statuses: Submitted (received, not yet picked up), In Progress, Waiting for Response (VMX needs something from you), On Hold, Complete.

If the problem is solved on your end, click Mark as resolved at the bottom of the request — it closes it and tells VMX. Replying to a completed request reopens it.

Sending a VMXpert conversation to VMX

If you asked VMXpert and still need help, open the chat's ⋯ menu and choose Send this to VMX support. The new-request form opens with the conversation filled in, so you don't have to retype what you already tried.