Description
Introduce a mechanism that allows invoices with active customer disputes or open invoicing / PSS support tickets to be clearly tagged or flagged within DoiT’s billing systems.

Purpose
This would give the Collections team immediate visibility that an invoice is already under investigation, enabling them to:

temporarily pause follow-up or escalation actions, or

adjust the tone and context of automated collection emails while the issue is unresolved.

Why this matters
Without dispute visibility, automated collections may trigger escalation messaging that is misaligned with the actual invoice status, creating unnecessary customer friction and confusion—especially for trusted, long-standing accounts.

Outcome
Improved internal alignment between Support, Invoicing, and Collections, and a more accurate, context-aware collections experience for customers.