How can we help?

Open Add Complaint Ticket, select the customer, link the item or order the complaint concerns, describe the problem and attach evidence — photos of the defect, returned-part documents. Choose a category and priority, save, and the system issues an auto-numbered ticket with a lifecycle status. See Complaint Ticketing.

Use Add Service Ticket on the same entry screen — the ticket type changes, the flow stays familiar. A service ticket records a field, installation, breakdown or after-sales request against the customer, is scheduled to an engineer and followed up to completion. See Service Tickets.

The ticket appears on the Complaint Dashboard with its number, status, category, priority and owner. Category and priority set the due-date expectation, the ticket is routed to a responsible executive or engineer, and every action, status change and note from then on is retained in the ticket's history and audit trail.

Categories classify every complaint — quality defect, warranty, delivery, billing, or whatever fits your business. Each category has a code and description, drives routing to the right team, and powers Pareto-style analysis: complaints by category, by customer and by product, so the biggest recurring problem is visible.

Select a priority when the ticket is raised — High, Medium, Low or your own scheme from the shared priority master. Priority sets the SLA and due-date expectation, sequences the pending-ticket views, and decides which tickets surface first on the dashboard. See SLA & Follow-up.

Yes. Categories are user-maintained master data, not a fixed list. Add category codes and descriptions that match how your organisation actually talks about problems — the same category master also structures post-resolution feedback, so classification stays consistent from complaint to feedback.

Tickets are routed by category and priority to a responsible executive or service engineer. Ownership is recorded on the ticket, and each action taken and its result are logged against it — the dashboards show responsibility, action and result columns so accountability is never ambiguous.

The Pending Ticket Schedule & Follow-up screen is the operational heart of SLA management: it schedules the next follow-up date for every open ticket and tracks pending tickets against their due dates. Pending and completed views show the open workload and ageing at a glance.

Overdue tickets surface in the pending and ageing views, and email/SMS notifications prompt owners and escalate the ticket so it cannot quietly expire in a queue. WhatsApp nudges can carry follow-up and escalation reminders too. See Email & SMS Alerts.

When the complaint points to a genuine product or process defect rather than a one-off slip. The complaint ticket stays as the customer-facing anchor (D1/D2) while a structured 8D/CAPA investigation carries D3–D8 — root cause, corrective action, verification and prevention. See 8D Root Cause & CAPA.

The fishbone (Ishikawa) diagram organises candidate causes into branches so the team tests causes systematically instead of guessing. Findings are recorded with the Problem Solving Report and cause categorisation, giving the investigation analytical depth instead of a free-text note.

A library of prior root causes and countermeasures. Before investigating from scratch, the team checks whether this problem — or a close cousin — has been solved before and reuses the proven fix. Horizontal Deployment then spreads a confirmed fix to similar products and lines so the same defect cannot resurface elsewhere.

After resolution, a feedback ticket is scheduled and the customer's rating and comments are recorded against the original complaint. Feedback alerts flag due and overdue feedback so the loop actually closes — a resolved ticket without feedback is not treated as finished. See Feedback & CSI.

The CSI is the rolled-up satisfaction measure built from captured ratings and feedback. The Feedback MIS shows the index over time plus customer-wise detail feedback — so you see not just how many tickets closed, but whether customers left the process satisfied, account by account.

Yes. The Feedback Schedule plans capture after a ticket is resolved, and the Customer Feedback Alert flags anything due or overdue. Feedback requests can also go out over WhatsApp, email or SMS, so the ask reaches the customer on the channel they actually answer.

Cloud IVR telephony connects calls to tickets: an inbound customer call auto-creates a new ticket or attaches to the existing one, and follow-up calls are click-to-dial straight from the ticket. No retyping what the customer said, no lost call notes. See IVR & Telephony.

Complaint intake, ticket status updates to the customer, follow-up and escalation nudges to the team, and feedback requests after resolution — all over the channel your customers already use daily. See WhatsApp Automation.

Dhruv AI is our AI analytics module. It adds AI-generated insights to complaint dashboards, answers plain-English questions against your data through a read-only security sandbox, clusters complaint and quality remarks into named themes, and shows complaints alongside their 8D CAPA data — root cause, corrective actions and lessons learned. See Dhruv AI Analytics.

Access is role-based: each user sees only the menus and screens their role allows — handlers raise and work tickets, supervisors approve closures, managers see the dashboards and MIS. Every user's activity is logged, so the record shows who did what and when.

Yes. Every ticket is a first-class document with a full audit trail, status history, notes, references and attachments retained. That is exactly the evidence ISO 9001 clauses 8.7 and 10.2 ask for — capture, disposition, corrective action and verification, all documented. See ISO 9001 complaint management.

Both. Everything a complaint desk needs — customers, tickets, categories, priorities, follow-up, dashboards, feedback — is inside the product, so it runs standalone. If you also use Fast CRM, Quality or Billing, complaints share the same customer master, escalate into Quality's 8D and bill through the shared engine.

A service ticket is assigned to an engineer and scheduled through the same pending-schedule and follow-up screen used for complaints. The service dashboard shows workload, scheduling and status, so the coordinator sees every open visit and its ageing in one place.

Yes. When a chargeable service ticket is completed, it raises a service invoice through the integrated billing engine — so field service work is scheduled, executed, followed up and billed in one flow, without re-entering anything into a separate system.

A supervisor. The Release Complaint step is a controlled approval: the person who handled the complaint cannot self-close it. A supervisor verifies the resolution and its effectiveness before the ticket moves to closed — the verification discipline ISO 9001 auditors look for.