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Supplier Helpdesk Software

Stop managing supplier queries from an inbox

When supplier support requests arrive by email, phone and spreadsheet, there is no central tracking or routing, no clear owner, and no visibility of resolution times.

HICX gives your supplier-facing teams one unified helpdesk inside the portal suppliers already use. Queries are routed, owned and tracked to resolution, and sync with the service tools IT already runs.

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Supplier Hub Dashboard
Trusted by some of the world's largest companies to manage supplier relationships at scale
  • Mars Incorporated
  • Orkla
  • Unilever
  • Lenovo
  • Mondelez International
  • Cytivia

Every supplier query, captured, routed and tracked

HICX replaces the inbox with a structured helpdesk. Payment queries, onboarding questions, document requests and compliance clarifications are captured in one place, routed to the right team and tracked from submission to resolution.

It sits inside the Supplier Portal your suppliers already use and connects to the service tools your internal teams already run. Nothing new for suppliers to learn, and nothing that displaces ServiceNow or JIRA.

“Managing supplier relationships at this scale requires a structured approach. HICX gives us the foundation we need.”

Spokeperson, Cytiva procurement team

Queries resolved faster and more consistently

Every query has an owner, a status and a route to the right team. Issues get resolved on a consistent process instead of depending on who happens to pick up the email.

Fewer tickets reaching your team

A built-in assistant helps suppliers answer common questions themselves before raising a ticket. Routine queries drop, so your team focuses on the ones that need a person.

A support experience suppliers notice

Suppliers see their own tickets, track progress and know their query is being handled. A professional, responsive support experience builds confidence in working with you.

Why enterprises choose HICX for supplier helpdesk management

Built for suppliers, not generic IT support

When a ticket is raised, your team sees the supplier’s full profile and history in the same view. It is a supplier helpdesk, not a generic ticketing tool with no context.

Works alongside your service management tools

HICX does not replace ServiceNow or JIRA. It integrates with both and syncs supplier tickets into your existing workflows, so teams keep working in the tools they know.

Visibility leadership cannot get from an inbox

Resolution times, ticket volumes, query categories and open issues are trackable. When leadership asks how suppliers are being supported, you can show them rather than estimate.

Part of one supplier management platform

Helpdesk sits alongside onboarding, risk, performance and transaction visibility, so your team manages the whole supplier relationship in one place.

Key capabilities

Suppliers create and track tickets in the Supplier Portal. Internal teams assign, manage and resolve them with full visibility across the queue, so every ticket has an owner, a status and a history.

Queries are categorised and sent to the right team, whether AP, procurement, compliance or supplier enablement, based on type. No manual triage, and nothing sitting unactioned in a shared inbox.

A built-in assistant helps suppliers find answers to common questions before they raise a ticket, surfacing relevant guidance based on what they ask. Routine query volume drops.

Supplier tickets synchronise with ServiceNow and JIRA, so teams already working in either tool manage supplier queries there without duplicating work or running two systems.

Tickets are raised and tracked inside the HICX Supplier Portal, the same place suppliers handle onboarding, compliance and performance. No extra login and no new interface to learn.

Built to work alongside the systems you already have

Sits alongside ServiceNow and JIRA, not instead of them

HICX Helpdesk connects directly with ServiceNow and JIRA. Supplier tickets synchronise into your existing workflows so internal teams keep working in familiar tools.

Suppliers use the portal they already have

Ticket submission and tracking happen inside the HICX Supplier Portal, the same environment suppliers use for onboarding, compliance and performance. Nothing new to roll out.

Enterprise-grade security

ISO/IEC 27001 certified and SOC 1 Type II audited, with single-tenant architecture, role-based access and full audit trails as standard.

Learn more

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