Tickets
A support ticket in Penahak is raised against something specific: an invoice, a delivery, a product or a stay. That link is what makes the ticket actionable — whoever picks it up can see the document in question without asking the customer to explain it again.
Tickets carry an owner, a status and an ageing clock. The ticket ageing and resolution report shows where things are stuck.
Document threads
A document thread is a conversation attached to a specific ERP document. Where a ticket is a service issue to be resolved, a thread is the ongoing discussion about a document — a disputed invoice line, a delivery discrepancy, a pricing query.
Threads keep that discussion attached to the document rather than scattered across email, so the next person to open the invoice can see why it has not been paid.
How this feeds commercial decisions
- An open dispute on an invoice is visible when someone tries to approve a new quotation for that customer.
- An unresolved service ticket is visible before a delivery follow-up is closed.
- Collection ownership is explicit, so overdue balances have a named person chasing them.
The design principle is simple: if a CRM screen cannot tell you who owns the next action, which document caused the work, and what to do from this page, it should not be on the screen.
Did this answer your question? If not, our support team can look at your actual configuration.
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