Vortex Support

Vortex Support is the official mobile companion for the Vortex ERP support ticketing platform — built specifically for teams and their clients who need a fast, reliable, and professional way to manage support requests from anywhere, on any device.

Whether you're a support engineer responding to an urgent issue, a team lead monitoring SLA breaches, an organization admin reviewing your company's open tickets, or a client checking the status of a request you submitted — Vortex Support puts everything you need right in your pocket.

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WHY VORTEX SUPPORT?
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Support teams deal with high volumes of requests every day. Without a structured system, tickets get lost, clients are left waiting, and agents have no visibility into what needs attention most. Vortex Support solves this by giving every stakeholder — from admins to end users — a clear, role-appropriate view of the support pipeline, with real-time updates and a complete audit trail.

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KEY FEATURES
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TICKET MANAGEMENT
Create, view, update, assign, and resolve support tickets with full status tracking. Set priorities, link tickets to clients and organizations, and track every change from open to resolved.

ROLE-BASED ACCESS CONTROL
Vortex Support is built for multi-role environments. Admins have full system visibility. Agents manage their assigned tickets. Organization admins oversee all tickets raised by their company. End users can submit and track their own requests. Everyone sees exactly what they need — nothing more, nothing less.

REAL-TIME NOTIFICATIONS
Never miss an update. Get instant in-app notifications whenever a ticket is assigned to you, updated by a team member, escalated, or resolved. Stay on top of your queue without constantly refreshing.

COMMENTS AND ATTACHMENTS
Collaborate directly on tickets with threaded comments. Attach images, screenshots, and documents to give your team full context. All communication is stored against the ticket for a clear, searchable history.

SLA TRACKING AND ALERTS
Define service level agreements by ticket priority and get automatic breach alerts when response or resolution times are at risk. Managers can monitor SLA compliance across the entire team from the dashboard.

AUDIT LOGS
Every action taken on every ticket is recorded in an immutable audit log — who changed what, when, and from which state. Full accountability for compliance, escalation reviews, and quality assurance.

ORGANIZATION AND CLIENT MANAGEMENT
Group clients under organizations for streamlined account management. View all open tickets by client or organization, and give org admins visibility to manage their team's requests.

DASHBOARD AND ANALYTICS
Get an instant overview — open tickets, SLA breach risk, agent workload, and resolution trends in one clean dashboard.

TAG AND FILTER SYSTEM
Categorize tickets with custom tags and find what you need using powerful filters — by status, priority, assignee, organization, or date.

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BUILT FOR TEAMS AND THEIR CLIENTS
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Vortex Support is also a portal for your clients. Clients and their organizations can log in, submit tickets, track progress, add comments, and see resolutions — no calls or emails needed. Fewer status requests in your inbox means more time for your team to solve real problems.

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SECURE AND RELIABLE
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All data is transmitted over HTTPS with JWT-based authentication. Role-based access controls ensure users only see data they are authorized to view. Rate limiting and audit logging protect against misuse and support compliance requirements.

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REQUIREMENTS
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Requires an active Vortex ERP account provisioned by your administrator. Intended for Vortex ERP customers and their support teams. Android 7.0 or higher required.