Updated on March 05, 2o25
The Support Ticket Request Form allows users to submit tickets without leaving Prendio. Users can complete the form with a detailed description of the issue they are facing along with their contact information. This process streamlines the process for clients and Prendio support teams to ensure quicker turn around to provide clients with a resolution for their inquiries. Users unable to access Prendio can bookmark the link: Support Ticket Request Form
To access the Support Ticket Request Form, find the support menu located on the bottom right of the Dashboard. Select the Support Ticket Request Form link:
After the link is selected, a new window will open to display the form:
The link to the form can also be saved/bookmarked without needing to access Prendio:
Complete all required fields indicated with an asterisk (*). A Company Domain Name in addition to the Company Name is required and allows the support teams to locate accounts more accurately.
For example, in the email "testuser@prendio.com", "prendio.com" is the domain name.
In the Request Type dropdown, users can select the area that relates to their inquiry. Below are the request types listed along with a definition and examples. Please note that clients utilizing BioProcure's purchasing, Accounts Payable, or Customer Support services can select a request type titles BioProcure Service:
BioProcure Service: Additional Funds for a PO - Increases a PO total in order to cover additional expenses not previously budgeted in the original order amount.
BioProcure Service: AP/Invoice Questions - Questions and general inquiries regarding any part of the three-way match (packing slip receipts, vouchers, and invoice proxies, credits) that the BioProcure team is working on.
BioProcure Service: Cancel Item or Order - Users can request cancellation of an order or an item in an order that is no longer needed. Please note that if a supplier has already shipped the item/order, BioProcure will not be able to process the cancellation. Users can submit a ticket for a return after the items arrive.
BioProcure Service: Order Status - Check the status of an order and receive an update on ETA for delivery.
BioProcure Service: Other - Select this option if the inquiry does not fall under the listed options but requires assistance from the BioProcure team.
BioProcure Service: Return/Replacement - Return or replace items that are damaged or no longer needed.
BioProcure Service: Supplier Account setup - Set up an account with payment terms with a new supplier. A req should be submitted with the supplier to initiate the account setup.
BioProcure Service: Tax Exemption Request - Provide details to a supplier indicating a company's full or partial tax exemption to be noted for orders.
BioProcure Service: Update Item Price/Quantity/Description - Changes to an item's pricing, quantity, or description can be updated after it has been submitted.
BioProcure Service: Update PO GL/Project/Department - Changes to a line's accounting segments can be updated after it has been submitted.
Prendio Technical Support: E-commerce/Punchout integration - Select if users experience issues with a punchout or have questions regarding new and current punchouts.
Prendio Technical Support: Integration change (ERP, SSO, etc) - Request to integrate a new ERP or SSO system or to switch systems. Prendio currently supports ERP integration with QuickBooks Online, QuickBooks Desktop, NetSuite, Oracle Fusion, MS Business Central, and Sage Intacct. SSO platforms include Azure AD, Okta, OneLogin, and Centrify.
Prendio Technical Support: Prendio Payments Feature - Inquiries or technical support regarding the Payments feature in Prendio.
Prendio Technical Support: Other - Select this option if the inquiry does not fall under the listed options but assistance from the Prendio team is required.
Prendio Technical Support: Problem or Bug - Error messages or issues users encounter that are typically not seen when handling a process in Prendio.
Prendio Technical Support: Questions or Training Request - General questions regarding various aspects of Prendio or to request a training schedule to focus on a specific role.
If there are any screenshots, copies of .xlsx, .xls, or .csv file used for importing users or segments, copies of POs, packing slips, or invoices or other documents that can help with the request, users can upload this via File upload:
After completing all details, select Submit Ticket:
A success message will appear on the next screen:
Users will receive a confirmation email indicating that a member of the support team will respond to help troubleshoot the inquiry:
Watch a video demo of the Support Ticket Request Form