Contact & support
In the SupplyOn Help Center , you will find comprehensive information about SupplyOn solutions as well as answers to the most important questions on general topics. We encourage you to use the search function in the Help Center to quickly find the help you need.
If you cannot find the information you are looking for, please feel free to contact us .
How to log into the SupplyOn Ticket System:
For all requests by phone or our contact form, a ticket is automatically generated in the SupplyOn Ticketing System and a notification is sent to you by email.
You can respond directly to this email and log in to the SupplyOn portal with your access data and respond by using this link https://support.prd.supplyon.com/login.jsp or respond in the SupplyOn Ticketing System.
The following article describes how you can log in to the SupplyOn Ticketing System to answer your ticket or view the progress of your ticket.
- Go to https://support.prd.supplyon.com .
- Click "Can't access your account" to reset your password.
- Use your e-mail address as username with which you contacted support.
- You will immediately receive a confirmation e-mail from our ticket system with a link to set your password.
Password reset policy
- Minimum Length: 12 characters
- Maximum Length: 15 characters
- At least 1 capital letter, 1 number and 1 special character
- The password must contain all 4 different types of characters (upper case, lower case, numbers and special characters (e.g. &, %, #, +)).
Please save your username and password for the next login.
You can now log in to the SupplyOn Ticket System with the new password.
How to view my requests and add comments and attachments
- Click "Request" in the top right corner of the page to view the progress in your current request as well as the history.
- Adding comments and attachments to your support requests is possible at any time using the comment function.
How to share ticket case progress with others
If you need to share case progress with others in time, you can click on "Share" on the right side. Enter the e-mail address of the person who should have access to your support request in addition to you.
Note: From now on you as the creator and the added person will receive all ticket system notifications.
How can I submit satisfaction evaluation of the support request?
After your support request has been closed by SupplyOn Support , you will receive an e-mail asking you to evaluate the support request.
How to access support functionality for error analysis
In case you experience a problem or error while using SupplyOn and contacted the Customer Support regarding this, it is possible that the Support will ask you to enable the support access. With this function the Support agent can access your user account without knowing your password.
As soon as the Support Team made the tab "enable support" visible the user can activate the support access via "Administration" -> "My user account".
- Click on the tab "Enable Support".
- Select the option "Support Access is possible".
- Set the time until when the Support Access is possible for the Support Team.
- Save your settings.
How long is the "enable support" tab visible for the user?
- Option 1: The Customer Support made the tab visible but the user does not activate the access ->The tab will disappear after 48 hours.
- Option 2: The Customer Support made the tab visible and the user activates the access -> The tab will be visible until the end of the time frame that the user defined (+1 hour)
Can I still use SupplyOn while the support access has been enabled?
- Option 1: The user is logged on and the support agent is accessing the account via the support access function -> The user can continue working in SupplyOn
- Option 2: The user is not logged on and the support agent is accessing the account via the support access function -> The user cannot log in
- As soon as the support agent has completed the analysis the support access will be ended by the agent.
Is the support access function secure?
SupplyOn guarantees that all legal regulations are maintained as well as the confidentiality of all data. Your access data is used exclusively to solve the issue handled here.