Identification

Identification:

The first step to resolve any integration case is to identify the target integration. By that, we are discussing mainly the name of the application and if that application is considered Foodics Owned or Partner Owned. Our scope and steps to resolve a ticket varies based on these two factors.  

Foodics Owned Integration: Foodics Owned integration is any integration that we as Foodics initiated the process and did all the developmental work to integrate the system into the Marketplace. For these types of applications, any issue that may arise needs to be resolved primarily by us and not to inform the client to reach out to the application company.

Partner Owned Integration: Partner Owned Integration is any integration that was initiated and developed by a 3rd party. These are the applications where the owners of these programs approached Foodics and requested to add their program into our Marketplace. As such, any issue that arises from such application and the issue is not occurring within the Foodics Suite, then the client will most likely require to reach out to the 3rd party directly to resolve the issue as it is outside the scope of Foodics.

Approach:

This is a general method to use when approaching any ticket or issue raised regarding any integration

Partner Owned Integration:
If the application is a 3rd party application, we need to further identify the area the issue is located.

We need to make sure that the issue is found in Foodics Family Suite and not in the partner’s application or portal/website. If the issue is happening in the console or our devices, then it is our responsibility to find a resolution to the issue. Let us take a few scenarios to use as example of how to approach the issue

Scenario Examples:

1-      Order From did not arrive to the cashier device or the console.

2-      Order arrived in Console/Cashier is different total amount than what is displayed in Mnasati

3-      Product added in Foodics but not appearing in Jahez Application

 Scenario 1 & 2 both have their issues outside the Foodics Suite. For Scenario 1, the order left Jahez and did not appear at all in Foodics Console. Scenario 2, the order arrived in the console with the incorrect details. The way the integration works is we supply these companies with an API token that does all the work. They must program their own application to translate and interact with the API. If it does not do the job properly then issues like Scenarios 1 & 2 will appear. Therefore, the first step for the client is to reach out to the application developers first before reaching out to us.

Scenario 3, this one is a little different from the others. Our responsibility first is to check the settings from within the console. We break down the case, the client created a new product in the system, it appears in the cashier but fails to appear in Jahez. Our first approach is to look at how integration with Jahez is done. We know that Jahez relies on “Groups” for synchronization purposes, so the first step from us is to ensure that the client also added the product in Menu > Groups. If done already, then we look at the second knowledge fact. We know that Jahez only syncs automatically once at 3AM, so we ask the client to first request from Jahez to do a manual Sync. Furthermore, once it is added to the group and it is all set correctly it is now no longer in our hands. The client will be required to reach out to Jahez for any further assistance.

Foodics Owned Integration:

Here we are entering a different territory. With these few applications, we as Foodics approached these companies and requested to add them to our Marketplace. Our own development team are the ones that worked on the integration set up with them. Therefore, should any case arise from this integration, it is the support team’s responsibility to ensure that the ticket is resolved. Whether on their own, or by reaching out to the integration team for further assistance.

 Let us tackle a simple scenario:

·         Chatfood menu is not syncing properly.

As Chatfood is a Foodics Owned Application, we must look at all the possible angles of why it went wrong. Therefore, we follow the integration steps and ensure that Chatfood is connected properly, and the correct Chatfood Outlet/Client/Client Secret are correct. We then move on to the integration settings page for Chatfood and ensure that the Menu Group and Delivery charge were correctly selected. After that, we tackle the group and make sure that the Chatfood Menu Group is done correctly (No subgroups, etc).

If all the basic steps fail, we then escalate the ticket to level 2 support.