Helpdesk &
Ticketing
System
Track and fix supplier issues fast. Ticketing with SLA tracking, escalation workflows, and full audit trails.
Open Tickets
47
Critical delivery failure
ABC Engineering - 2h ago
Invoice discrepancy
XYZ Services - 1d ago
Certificate renewal
Global Solutions - 2d ago
92%
SLA Met
New Reply
TKT-0892
Integrated Ticketing System
Log supplier issues, track progress, and keep a full history. Every ticket links to the supplier record so you see the full picture.
Defects, non-conformance, product failures
Late delivery, incomplete orders, damaged goods
SLA breach, poor response time, communication
Invoice disputes, pricing errors, contract terms
Missing documents, expired certifications, audit failure
Information requests, updates, general feedback
Priority Levels & SLAs
Business-stopping issue
Significant impact
Moderate impact
Minor issue
Ticket Lifecycle
Clear workflow from start to finish with automatic escalation if SLAs are at risk.
Automatic Escalation
Communication Features
Helpdesk Dashboard
At-a-glance visibility of all open issues, SLA status, and team workload.
Recent Tickets
See It in Action
A supplier raises a concern about a change to your payment terms. They email three different people in your organisation. Two of them reply with different answers. The third forwards it to finance, who had no idea the conversation was happening. Two weeks later, the supplier chases for a resolution and nobody can find the original thread. Meanwhile, an unrelated service issue with the same supplier has been open for a month, and the only record of it is a voicemail that was never actioned.
How It Works
The Helpdesk module replaces unstructured email communication with a formal ticketing system for supplier queries, issues, and requests.
When a supplier or an internal team member raises a ticket, it is categorised by type (service issue, billing query, compliance question, general request), assigned a priority level, and routed to the appropriate person or team. Each ticket has a clear owner, a status (open, in progress, awaiting response, resolved, closed), and a full history of every comment, update, and attachment.
Suppliers can raise and track tickets through their self-service portal. They see the status of their open tickets, can add comments or attachments, and receive notifications when there is an update. This gives them a proper channel for communication rather than guessing which email address to use.
SLA tracking measures response and resolution times against targets you define. You can set different SLA thresholds for different ticket priorities. A critical service failure might have a 4-hour response target, while a general query might allow 48 hours. The platform flags breaches and tracks SLA compliance over time, giving you data for performance reviews.
Escalation rules automatically escalate tickets that breach their response or resolution targets. If a high-priority ticket has not been responded to within the target window, it escalates to a manager. If it remains unresolved beyond a second threshold, it escalates again. This means urgent issues cannot sit unnoticed in someone's queue.
Root Cause Analysis can be recorded against resolved tickets. When a service failure occurs, the RCA captures what happened, why it happened, and what corrective actions have been agreed. This data feeds into performance reviews and helps identify whether issues are one-off incidents or part of a recurring pattern.
A structured ticketing system with SLA tracking and escalation replaces email chains that get lost, ensuring every supplier query has a clear owner, a timeline, and a resolution record.
Related Features
Helpdesk integrates with other platform capabilities.
Related Features
Explore more of the platform
Never Lose Track of Issues
Integrated ticketing ensures every supplier issue is logged, tracked, and resolved. Full audit trail for compliance and continuous improvement.