Complaint Categories
Overview
Complaint categories let you classify each complaint by its nature. Clear categories make it easier to route complaints to the right people, identify recurring problems, and produce meaningful reports. Examples of categories include No Internet, Slow Speed, Billing Issue, Router Fault, and Request for Upgrade.
Creating a Category
Navigate to Complaints → Complaint Categories and click Add Category.
Fill in the following fields:
| Field | Description |
|---|---|
| Department | Select which department this category belongs to. A complaint filed under this category will be routed to the chosen department. |
| Name | A short label that describes the type of complaint (e.g. No Internet, Billing Issue). |
| Description | An optional explanation to help staff understand when to use this category. |
Click Save. The category will be available for selection whenever a new complaint is created.
Editing a Category
On the Complaint Categories list, click the Edit icon for the category you wish to update. You can rename it, change its description, or move it to a different department. Click Save when done.
Deleting a Category
Click the Delete icon next to the category. Categories linked to existing complaints cannot be deleted until those complaints have been reassigned to another category.
How Categories Are Used
- Routing — Because each category is linked to a department, selecting a category during complaint creation can pre-fill the department field, speeding up the intake process.
- Filtering — The complaint list view can be filtered by category, so staff can focus on a specific issue type.
- Reporting — The Complaint Report groups results by category, letting you see which issue types occur most frequently and track trends over time.