Tutorial
Handle customer and supplier support requests
Open Helpdesk & Requests from ERP or helpdesk.nexcommand.ai.
Before you start
Handle Helpdesk requests and website conversations, collaborate through messaging and meetings, and work with the configured communication tools. Keep the support ticket as the record of customer and supplier enquiries.
ERP links open in a new tab. Sign in with your own account; record visibility, actions and approval authority follow your assigned permissions. Screens can differ by company and configuration.
Step-by-step instructions
- Open Helpdesk & Requests from ERP or helpdesk.nexcommand.ai.
- Review the ticket category, requesting party and linked ERP document. Assign the responsible team or agent.
- Record the response, clarification and next action on the ticket. Keep internal notes separate from requester-visible replies.
- Resolve or close through the configured status process and verify any related business action in ERP.
Check the result
Return to the saved record or relevant list and verify the intended values, links and status. Check the role-restricted portal or report when it is part of this task. A successful save, approval, submission and external payment are different events.
Troubleshooting
A resolved ticket does not automatically receive stock, pay an invoice or approve supplier access.
If the task is blocked, record the page name, operation, error text and time. Contact Support through an authorized channel. Remove passwords and unnecessary personal information from screenshots.