Issue Management

Helpdesk &
Ticketing System

Track and fix supplier issues fast. Ticketing with SLA tracking, escalation workflows, and full audit trails.

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SLA
Tracking
Auto
Escalation
Full
Audit Trail
Email
Integration
Ticket Management

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.

Quality Issue

Defects, non-conformance, product failures

Delivery Issue

Late delivery, incomplete orders, damaged goods

Service Issue

SLA breach, poor response time, communication

Commercial Issue

Invoice disputes, pricing errors, contract terms

Compliance Issue

Missing documents, expired certifications, audit failure

General Query

Information requests, updates, general feedback

Priority Levels & SLAs

P1 Critical

Business-stopping issue

4 hours response
P2 High

Significant impact

8 hours response
P3 Medium

Moderate impact

24 hours response
P4 Low

Minor issue

48 hours response
Workflow

Ticket Lifecycle

Clear workflow from start to finish with automatic escalation if SLAs are at risk.

New
Created
Open
Assigned
WIP
In Progress
Wait
Pending
Done
Resolved

Automatic Escalation

SLA Warning (75%)
Notify assigned owner and team lead
SLA Breach (100%)
Escalate to manager, flag as overdue
Critical Escalation (150%)
Alert senior management, P1 override

Communication Features

Email Integration
Create tickets from email, reply via email
Internal Notes
Private comments visible to internal team only
Supplier Portal Access
Suppliers can view and update their tickets
Dashboard

Helpdesk Dashboard

At-a-glance visibility of all open issues, SLA status, and team workload.

0
Total Open
0
Overdue
0
At Risk
0%
SLA Met (MTD)

Recent Tickets

P1
TKT-2024-0892 - Critical delivery failure
ABC Engineering Ltd - Created 2 hours ago
In Progress
P2
TKT-2024-0891 - Invoice discrepancy
XYZ Services Plc - Created 1 day ago
Pending
P3
TKT-2024-0890 - Certificate renewal required
Global Solutions Inc - Created 2 days ago
Open

Related Features

Helpdesk integrates with other platform capabilities.

Performance & QBRs

Link tickets to performance reviews and track improvement actions.

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Supplier Portal

Enable suppliers to submit and track their own tickets.

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Reporting & Analytics

Generate SLA reports and issue trend analysis.

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Never Lose Track of Issues

Integrated ticketing ensures every supplier issue is logged, tracked, and resolved. Full audit trail for compliance and continuous improvement.

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