NavigateERP for African business

Supplier portal: managing dealer tickets

Respond to dealers’ tickets, assign them, update progress and resolve them.

Steps

  1. In the Supplier portal → Tickets: every dealer’s tickets (an account manager: their own dealers’ only), red and yellow first.
  2. Open a ticket: reply (with files), and choose the status it moves to - In progress, Awaiting response (waiting on the dealer), Resolved.
  3. Manage: change the status with a note, and Assign the person responsible (portal administrators assign anyone in the team; others take it themselves). A new ticket goes to the dealer’s account manager by default.
  4. Account managers set up by the platform find the same under Dealer tickets in their portal.
  5. Portal administrators set the Ageing: yellow after how many hours waiting, red after how many days.

Good to know

  • The clock runs while the ticket waits on you - from when it is raised, the dealer writes, or you last moved it on; answering or updating restarts it.
  • The dealer is emailed on every response and status change; the people they tagged too.