Ritzy One • User Manual
Ask a question in your own words, by keyboard or voice, without leaving the screen you are working on. The assistant answers from Ritzy's own manuals and knowledge base, links you to the exact page of the manual, gives you the standard accounting treatment when the question is about practice rather than software, and sends your feature requests straight to the Ritzy team.
Ritzy is a large system, and the answer to “how do I do this?” is usually somewhere in a manual you have not read yet. The support assistant is there so you do not have to go looking. Ask it the way you would ask a colleague at the next desk.
| Ask it… | Example |
|---|---|
| How do I do this? | “How do I post a purchase voucher against a job?” |
| Why does this look wrong? | “My trial balance does not agree with the ledger — where do I look?” |
| What is the correct treatment? | “Should a customer deposit be revenue or a liability?” |
| Can Ritzy do…? | “Can I reverse a batch of vouchers in one go?” |
The assistant is told which module and screen you had open when you asked, so “how do I add a line here?” is a sensible question. You do not have to explain where you are.
The assistant answers questions about Ritzy. It does not read your ledger, your jobs or your customers, so it cannot tell you what a particular invoice totals — only how to find it. For figures, use the Reports menu or the Ask Ritzy phone app.
The headset icon sits in the top bar of every screen, beside the question-mark Help button.
Clicking it opens a panel down the right-hand side. The screen behind it stays put, so you can read the answer and follow it at the same time.
The Support button hides itself when the assistant cannot work on your installation — usually because the site has no active Ritzy licence, or has no route out to the internet. The Help button and the manuals still work. Ask your administrator, or see section 10.
The first time you open it, three example questions are offered. Click one to see how it works.
To start again from a clean slate — a different topic, or a colleague taking over the machine — click the ↻ refresh button at the top of the panel. That ends the conversation and starts a new one.
“The customer balance on the statement is 500 more than the ledger” gets a better answer than “the statement is broken”. You do not need to know which screen is at fault — that is what you are asking.
If your hands are on a document rather than the keyboard, speak instead.
To have answers read back to you, click the 🔊 speaker icon at the top of the panel. It stays on until you turn it off, on this machine.
Dictation uses the browser's own speech recognition: it works in Chrome, Edge and Safari, and on Android and iPhone. Firefox has none, so the microphone button simply does not appear there. Your voice is turned into text by the browser on your own machine — no audio is sent to Ritzy.
Most answers end with one to three links. These are not general “see the documentation” links — each one opens the exact section of the user manual the answer came from, in a new tab.
Use them when the answer is nearly what you needed. The manual section has the screenshots, the field-by-field detail and the surrounding context that a short answer leaves out.
It can only offer sections that actually exist in the published manuals. If it has nothing specific, it offers the manual for the module you are in rather than guessing.
Not every question is about which button to press. When you ask about practice — how something ought to be treated — the assistant gives you the standard answer, then shows how Ritzy supports it.
| You ask… | You get… |
|---|---|
| “When should I recognise revenue on a job that spans the year end?” | The general principle under IFRS/GAAP, then where accruals and job-in-progress live in Ritzy. |
| “Straight-line or reducing balance for a forklift?” | What each method is for and how to choose, then the Asset Depreciation screen. |
| “How often should we reconcile the bank?” | The usual discipline and why, then Bank Reconciliation. |
Local tax and statutory rules. Rates, thresholds and filing deadlines differ by country and change every year. The assistant will give you the principle and tell you to confirm the specifics with your own accountant or tax authority — it will not quote you a rate as fact.
Investment advice. It does not advise on what to do with money, and it will not help present figures so as to avoid an obligation.
If the honest answer is “Ritzy does not do that”, the assistant says so, offers the nearest workaround if there is one, and logs it as a feature request to the Ritzy team. You will see a green note confirming it, with the title it was filed under.
Logged as a feature request: “Bulk-reverse several vouchers at once”.
When other customers ask for the same thing, the requests are grouped rather than duplicated, so what Ritzy sees is how many separate sites want a feature — which is what decides the order things get built in. Say what you are trying to achieve, not just what button you want: it makes the request far easier to act on.
Under every answer are two small buttons. They are worth using, because they are not just a satisfaction score.
| Button | What it does |
|---|---|
| 👍 This answered my question | Adds the answer to the shared Ritzy knowledge base. The next person — at your company or any other — who asks something similar gets an answer built on one that already worked. |
| 👎 This did not answer my question | Removes the answer from the shared knowledge base and flags the conversation for a human at Ritzy to look at. |
This is the single most useful thing you can do to make the assistant better at Ritzy-specific questions. It costs one click.
Some answers arrive with a not sure — check with Ritzy tag. That means the assistant could not find solid grounding for the answer and is telling you so rather than sounding confident. Treat those as a starting point and confirm before acting — or ask a person, below.
Under the conversation there is always a Talk to a person link (it becomes a button when the assistant was not sure). Press it and a member of the Ritzy support team takes the conversation over from the assistant. Anything you have typed in the box goes with the request, so you can explain the problem first.
| You see | What it means |
|---|---|
| Waiting for Ritzy Support | You are in the queue. If someone is online it says they will join shortly; if not, it says so honestly, and the reply will appear in the panel and in the Ritzy Support app's History. Keep typing — they will see everything. Back to the assistant leaves the queue. |
| You are chatting with … | A person has joined. Their messages are green and carry their name. The assistant stays silent until they hand you back. |
| A line such as “Sam left the conversation” | The assistant answers from here again — and it knows what the person told you. |
A line saying the conversation was raised as ticket CHAT-… | Ritzy is following this up beyond the chat. The answer will appear in this conversation and in the Ritzy Support app's History. |
Notifications on your phone. In the Ritzy Support app, press the bell at the top (or Turn on while you are waiting for a person) and you will be told when Ritzy joins or replies, even with the app closed. Tap the notification to open the conversation. It needs your Ritzy server on HTTPS, and on an iPhone the app installed to the home screen. The notification shows the start of the message and is delivered through your phone maker's push service. Signing out of the app turns it off on that phone.
Sending a file. While you are with a person or waiting for one, the paper clip beside the box sends them a file: an image, PDF, text, CSV, Word, Excel or zip file, up to 5 MB. Files they send you appear in the conversation; click one to download it. A screenshot shows whatever is on your screen, so check it before you send it. The assistant cannot read files, so the paper clip does not appear while it is answering.
Calling on WhatsApp. Where Ritzy offers it, Call Ritzy on WhatsApp opens WhatsApp on Ritzy's number; press its call button to ring. Ritzy may also call you this way: a line in the conversation tells you when. The call is between you and WhatsApp and is not part of this conversation's record.
You can close the panel and carry on working: a dot appears on the Support button when Ritzy replies. A live chat sends the same things a question does (section 9), plus any file you choose to send — never your ledger data otherwise. Your administrator's tickets (section 12) are still the route for “our own setup is wrong”; a live chat is for a question you want a person to answer now.
The assistant runs on Ritzy's own support service, not inside your installation, so your question travels to Ritzy. It is worth knowing exactly what goes with it. This section is about asking a question — sending a support ticket to Ritzy is a separate, deliberate act with its own rules, described in section 13.
| Sent | Not sent |
|---|---|
|
The question you typed or spoke. The module and screen you had open. Your Ritzy build number. Your company name and your Ritzy user name. |
Any ledger, job, customer or payroll data. Any record you had open on screen. Your password, or anything read from your database. Audio — dictation is turned into text by your own browser. |
Your company and user name are sent so that Ritzy can tell who asked for a feature, follow up on a problem, and see which sites are having trouble with what. Conversations are visible to Ritzy support staff.
The one exception to “nothing from your database” is a ticket an administrator chooses to send to Ritzy: whatever was typed into that ticket goes with it. It is never automatic — an administrator sends one ticket at a time, having been shown exactly what will leave — and it can be switched off for the whole company. Section 13 covers it.
The assistant does not need it. Describe the shape of the problem — “a customer receipt allocated to the wrong bill” — rather than pasting the customer, the amounts or the account numbers.
If your server cannot reach the Ritzy support service — the internet is down, or the service is being updated — one of two things happens.
| What you see | What it means |
|---|---|
| An answer tagged offline answer | Your own server answered, without the manuals or the knowledge base. General guidance is still sound; treat anything naming a Ritzy screen, field or report with care, and check the manual. |
| “The Ritzy support service could not be reached” | No answer was possible. Use the Help button for the manual, and try again later. |
| No Support button at all | Support is not available on this installation. See section 2. |
Offline answers are not stored by Ritzy and cannot be rated — there is nothing at the other end to record them against.
The same assistant is on the phone apps, in two forms. Both are the same service, so an answer rated helpful on a phone helps the next person on a desktop.
| Where | What it is for |
|---|---|
| Ritzy Support an app of its own |
The question that has no screen behind it — you are at home, in a meeting, or new enough not to know which app to open. It is the only place that keeps a History of what you asked before, so an answer from last week is still there this week. Tap a past question to reopen the whole conversation and carry on. |
| The headset button inside the other apps |
“How do I do this, here.” In every other phone app — Track, Dues, CRM, Delivery, Notify and Ask Ritzy — the button sits in the top bar and opens a sheet over the screen you are on, so the assistant already knows which app and which tab you are asking about. The conversation is a passing aside and is not kept. |
Everything else works the same: dictation, spoken answers, links into the manual, thumbs up and down, and feature requests. Section 9 applies unchanged — your question and your name are sent, your data is not, and dictation is turned into text by the phone itself.
/support/, for example https://acme.ritzy.net.au/support/ — or scan the QR code from Tools → PWA Apps in the web app. Full instructions are in the Mobile Apps manual.
The assistant answers questions about Ritzy. Some problems are not questions about Ritzy at all:
| What you have | Where it goes |
|---|---|
| “How do I raise a credit note?” a question about the software |
Ask the assistant. Answered in seconds, with a link to the right page of the manual. |
| “Our invoice print shows the wrong branch address.” something wrong in your own setup |
Raise a ticket. Only somebody inside your company can look at your Company settings and fix it. The assistant cannot see your data at all. |
| “Ritzy cannot do X yet.” a missing feature |
Ask the assistant — it files the request with Ritzy itself. See section 7. |
Open Ritzy Support on your phone and go to the Tickets tab, then Raise a ticket.
The ticket gets a reference of its own — SUP-000123 — and your administrators are notified immediately. It is stamped with the screen you were on and the Ritzy build you are running, so nobody has to ask.
The Tickets tab lists your own tickets, never a colleague’s, each showing Open, In progress, Resolved or Closed. Tap one to see what you reported, your photos, and the answer once it is written.
You do not have to keep checking. When somebody answers, you get a notification — in the Ritzy notification centre on the desktop and, if you have Ritzy Notify installed, on your phone. Tidying the wording of an answer afterwards does not notify you again; only a change of status does.
Some tickets are not your administrator’s to answer either. If the software itself is wrong, they can pass the ticket to Ritzy from Tools → Support Tickets with Send to Ritzy.
SUPPORT_ESCALATE to N — the button then disappears and tickets are answered internally.
Tools → Support Tickets in the web app is where tickets are answered. Administrators only; the count of unanswered ones sits beside the title.
A resolution cannot be saved empty — a ticket closed with nothing written is one the user will simply raise again. Editing the text later does not notify them a second time.
| What | How |
|---|---|
| Tickets at all | Upgrade script 041_support_tickets.sql, per company, from DBA Console → Upgrade Scripts. Until it is run, both the queue and the phone’s Tickets tab say so rather than failing. |
| Sending tickets to Ritzy | Upgrade script 042_ticket_escalation.sql. The KEYPAIRS key SUPPORT_ESCALATE is seeded Y, so nothing further is needed; set it to N to take the button away for the whole company (see the warning in section 13). A company upgraded before October 2026 was seeded N and keeps that until someone sets it to Y — the upgrade never rewrites a key that is already there. Any administrator can then send an individual ticket. The dialog lists the ticket’s text and every screenshot with a tick box, all unticked, and states exactly what will leave — so choosing to send an image is always a separate decision from choosing to send the ticket. |
| How often replies are collected | SUPPORT_TICKET_SYNC_MINUTES in the API’s .env. Defaults to 60, minimum 5. Ritzy cannot call in to your network, so your server asks. |
Yes. There is no permission to grant and nothing to switch on. Support is help with the product, not access to data, so it is not gated the way screens and reports are — the people who need it most are usually the ones with the fewest rights.
No. The assistant runs on Ritzy's service, paid for by Ritzy. You need an active Ritzy licence and a working internet connection, nothing else.
No. It reads nothing and writes nothing in your database. It can only tell you what to do; you still do it.
Click 👎. That pulls the answer out of the shared knowledge base immediately and flags it to Ritzy, which is faster and more useful than emailing about it.
Not from the panel in the web app — clicking refresh (or reloading the page) starts fresh, although simply closing the panel keeps the conversation, including a live chat with Ritzy. The Ritzy Support phone app does keep a history of your own past questions (see section 11). Either way Ritzy keeps the conversation on its side, so if you are following something up with Ritzy support they can see what you asked.
There is a generous per-site cap to stop a runaway loop, well above what people asking real questions reach. If you hit it, the assistant says so and you can carry on shortly.
English is what the manuals and knowledge base are written in, so English gets the best answers. Dictation follows your browser's language setting.
Into the Ritzy team's request board, grouped with the same request from other customers, with your company name and what you actually said attached.