Support for buyers and suppliers.
Find answers, review step-by-step guidance, or submit a request to the SDS support team. Buyer and supplier support will be managed through the SDS Zendesk Help Center.
Replace the placeholder Zendesk links on this page with your live Help Center and ticket-form URLs before publication.
How can we help?
Search the SDS knowledge base for buyer and supplier guidance.
Buyer Support
Programs, campaigns, reviews, and administration
Supplier Support
Profiles, modules, submissions, and account access
Submit a Ticket
Contact the SDS support team through Zendesk
Help Center
Open the complete SDS knowledge base
Get help based on how you use SDS.
Buyer and supplier issues follow different workflows. Select the path that matches your role for faster support.
Manage your SDS program with confidence.
Buyer support is designed for program owners, procurement teams, finance teams, administrators, reviewers, and internal stakeholders.
- Program setup and supplier population questions
- Information module configuration
- Supplier outreach and campaign support
- Review queues and submission status
- User access and administrative permissions
- Reporting, exports, and program guidance
Maintain your profile and respond to buyers.
Supplier support helps companies access their account, update information, manage modules, and complete buyer requests.
- Account access and invitation assistance
- Supplier Contacts and company profile updates
- Certification and compliance submissions
- Payment information and pricing modules
- Document upload and validation questions
- Buyer requests and sourcing opportunities
Common support topics.
Use Zendesk Guide categories and sections to organize content by audience, product, and task.
B
Buyer Getting Started
Program administration, supplier invitations, information modules, user roles, and launch guidance.
S
Supplier Getting Started
Invitation acceptance, account setup, profile completion, module selection, and buyer requests.
C
Supplier Contacts
Maintain business contacts, addresses, account ownership, and communication information.
✓
Certifications & Compliance
Upload documents, respond to questions, manage expiration dates, and resolve missing information.
$
Payment Information
Maintain payment contacts, remittance information, tax records, and supporting documentation.
P
Pricing & PriceDrift
Submit pricing changes, effective dates, supporting files, and buyer communications.
Submit a request through Zendesk.
Route buyer and supplier inquiries into separate Zendesk ticket forms so the support team receives the right context, fields, priorities, and workflow.
1
Select your role
Identify whether the request is from a buyer, supplier, partner, or other user.
2
Choose the issue type
Use Zendesk conditional fields to display relevant product and module questions.
3
Include supporting details
Provide the company, account, buyer program, supplier name, screenshots, and error information.
4
Track the request
Signed-in users can review request status and replies through the Zendesk Help Center.
Clear support priorities.
Publish final response targets only after SDS support hours, staffing, escalation rules, and Zendesk service-level policies have been approved.
Critical
Platform unavailable or widespread inability to access essential functions.
High
Major function impaired with significant buyer or supplier impact.
Normal
Standard questions, user issues, data updates, and workflow assistance.
Guidance
How-to questions, best practices, configuration, and general information.
Zendesk configuration required: Replace the placeholder subdomain, category IDs, section IDs, and buyer/supplier ticket form IDs. Configure conditional fields, triggers, views, macros, SLAs, routing groups, branded email templates, and authenticated request tracking before publishing.
Find answers or connect with the SDS support team.
Use the SDS Zendesk Help Center for self-service guidance, buyer and supplier ticket submission, and request tracking.