Managing Complaints
Overview
The Complaints section is the central workspace for handling customer support tickets. From here you can create new complaints, track their progress through to resolution, communicate via comments, and archive closed cases.
Creating a Complaint
Navigate to Complaints → New Complaint and fill in the form:
| Field | Description |
|---|---|
| Customer | Search for and select the customer who raised the issue. |
| Department | The support team responsible for handling this complaint. |
| Category | The issue type (e.g. No Internet, Billing Issue). |
| Description | A clear, detailed description of the problem as reported by the customer. |
| Priority | Set the urgency level if your configuration includes this field. |
Click Submit to open the complaint. It will appear in the complaints list with a status of Open.
Complaint List View
Navigate to Complaints → All Complaints to see every complaint in the system. Use the filter bar at the top to narrow down results:
- Department — Show only complaints assigned to a specific team.
- Category — Filter by issue type.
- Status — Filter by
Open,Acknowledged,Resolved, orArchived. - Date range — Limit results to complaints created within a chosen period.
The list shows the complaint ID, customer name, department, category, current status, and the date it was created at a glance.
Complaint Detail View
Click on any complaint to open its detail view. Here you can see the full description, all comments and history, and take action on the ticket.
Adding Comments and Notes
Inside the complaint detail view, use the Add Comment field to post internal notes or responses. Comments are timestamped and attributed to the staff member who wrote them, building a clear audit trail of all communication and actions taken.
Acknowledging a Complaint
Once a staff member has reviewed the complaint and begun working on it, click Acknowledge. The complaint status changes to Acknowledged, signalling to the customer and other staff that the issue is being actively handled.
Resolving and Archiving Complaints
When a complaint has been resolved, click Mark as Resolved. The status updates to Resolved.
To keep the active complaints list clean, resolved complaints can be moved to the archive by clicking Archive. Archived complaints are removed from the default list view but remain fully accessible.
Viewing Archived Complaints
Navigate to Complaints → Archived Complaints to view all previously resolved and archived tickets. You can search, filter, and review the full history of any archived complaint.
Complaint Ledger
For complaints that involve billing disputes or financial adjustments, a Complaint Ledger entry can be attached to the complaint record. This links the complaint to any related billing transactions, providing a complete picture of the financial context alongside the support history. The ledger is particularly useful when investigating overcharges, disputed payments, or service credits.