Complaint Module

Introduction

The Complaint module is a comprehensive system for managing complaints, claims, and customer service requests. It enables efficient recording, tracking, and processing of complaints from receipt to complete resolution. The system provides automatic numbering, deadline tracking, email notifications, and integration with other eIntranet modules like CRM and Work Reports.

Main Features

• Multiple complaint projects with separate settings, rights, and resolver teams
• Configurable complaint statuses with color coding
• Severity and priority levels with email alerts
• Custom numbering series with configurable format
• CRM integration - automatic loading of company and branch data
• Work Reports integration for time tracking
• Resolver assignment to individual complaints
• Web form for customers enabling public complaint submission
• Automatic email notifications for new complaints and status changes
• Response templates for quick handling of recurring situations
• Up to 10 custom configurable fields
• Internal and public notes with attachments
• Deadline tracking with automatic alerts
• Recording repair type, receipt and delivery method
• Excel export for further processing
• PDF address labels for shipping

Complaint Types/Projects

Create multiple complaint types that are completely separate. Each type has its own numbering series, settings, resolver teams, and processing workflow. Useful for different product brands, branches, or warranty vs. out-of-warranty service.

User Rights

Level 0 - No Access

User has no access to the complaint type. Type is not visible in the list.

Level 10 - View and Work with All Complaints

Full access to all complaints of the type. Can view list, open details, add notes, change statuses, upload attachments, edit data, create new complaints, export to Excel. Cannot delete complaints.

Level 15 - Everything Including Deletion

All Level 10 capabilities plus ability to permanently delete complaints. Reserved for managers and administrators.

Complaint Statuses

Each complaint type has its own statuses representing the lifecycle. Statuses have name, text color, background color, display order, and three flags:

• Active - Status appears in selection list
• Closed - Final status, stops deadline counting
• Received - Starts deadline countdown when first set

Severity/Priority

Define severity levels for each complaint type. Set which users receive email or SMS notifications for each severity level. Mark one level as default for new complaints.

Creating a Complaint

1. Click New Complaint button
2. Select complaint type if you have multiple
3. Fill in customer details - name, email, phone
4. Enter complaint title - brief problem description
5. Fill in address - street, city, postal code, country
6. Enter product information - product number, purchase date, invoice number
7. Select repair type - warranty or out-of-warranty
8. Write detailed problem description
9. Fill in custom fields if configured
10. Click Save

CRM Integration

When enabled, select company from CRM database. Basic data loads automatically - company name, address, contacts. View complaint history for each company in CRM module.

Resolver Assignment

Assign specific resolver to each complaint. Resolver receives email notification and sees complaint in personal overview. Change resolver anytime during complaint lifecycle.

Notes and Communication

Internal notes - visible only to system users with access rights. Used for technical notes between resolvers.

Public notes - visible to customer and sent automatically via email. Used for customer communication about resolution progress.

Attachments

Attach files to complaints and notes - photos, invoices, technical drawings. All common formats supported, max 60 MB per file.

Custom Fields

Define up to 10 custom fields per complaint type: text, number, date, checkbox, dropdown, or CRM company link. Set fields as required and configure display in table overview.

Customer Web Form

Public web form allows customers to submit complaints without contacting support. URL available in complaint type settings. After submission, system creates complaint, assigns number, sends confirmation to customer and notifications to resolvers. Customer receives link to track complaint status.

Response Templates

Create predefined texts for typical situations. Templates support placeholders like %ComplaintNumber%, %ClaimName%, %Status_txt% that auto-fill with actual values. Attach files to templates that automatically include when used.

Custom Numbering

Configure custom number format with prefix, year, suffix, and sequence number. Example: RK/2024/-/0001. System resets sequence at new year start.

Deadlines and Alerts

Set deadline in days for complaint resolution. Countdown starts when status with "Received" flag is set. System sends alerts before deadline expires. Approaching deadlines shown in red in list view.