NavigateERP for African business

Tickets with key suppliers

Raise an issue with a key supplier - an order, a delivery, missing or damaged items, stock - and follow it up to resolved.

Steps

  1. Go to Key suppliers → Tickets (or Tickets on a supplier’s card, or Raise a ticket on one of your orders) and click + Raise a ticket.
  2. Choose the supplier and the kind of issue - general enquiry, purchase order, delivery, stock availability, missing items, incorrect quantity, damaged goods, wrong item, pricing / invoice, returns.
  3. For an order, choose it (and the dispatch if it is about one): its number, PO reference, dates, delivery address and status are copied into the ticket.
  4. Write the subject and what happened; attach delivery notes, invoices or photos (up to 5 files, 8 MB each); tag other people by email - they get the updates.
  5. The ticket gets a number (e.g. CG-T0001); the supplier, its account manager for you and the people tagged are told at once.
  6. Follow the conversation on the ticket: reply with files, Close it when done, or Reopen it if it is not solved.

Good to know

  • Statuses: Open → In progress → Awaiting response (on you) → Resolved → Closed. You are emailed when the supplier responds or changes the status, and the bell shows tickets waiting for you.
  • Ageing: while a ticket waits on the supplier it turns yellow (needs attention - they get a reminder) and after 7 days red (overdue - escalated to their account manager and platform managers, and you are told). The supplier can change both thresholds.
  • The Tickets page shows totals, open, resolved, overdue, waiting on each side, average first-response and resolution times, and tickets by issue type, supplier, responsible person and order. Choosing a supplier shows its own.