How to log and resolve complaints (tickets)

Who does this

Support staff, technicians, counter staff

Permission

See complaints to look, Open complaints for customers, reply, assign, resolve to open, reply, assign and change status; Resolve and close complaints to resolve or close

Steps

1. Open Tickets → Complaints. Filters: Search, Customer (username), Assigned to, Priority, Category, Status, Branch.

   Complaints also appear in the Inbox together with chats.

2. Click New complaint (or use New complaint in a subscriber's More menu). Enter Subject, the Customer (internet username), Category, Priority, Status, Assign to and What happened, then click Open complaint.

   Categories: No internet, Slow internet, Keeps disconnecting, Billing or payment, Router or cable, Shifting or new connection, Other. Priorities: Low, Normal, High, Urgent.

3. Open the complaint to read the thread, write a Reply (the Then choice can change the status), assign it, and set the status: Open, Resolved, Unresolved or Closed.

   Internal notes are staff only and are never sent to the customer.

4. When it is fixed choose Resolved or Closed. The customer sees Resolved: is it fixed? and can press 'Yes, it's fixed: close it' or write again to reopen.

   A customer can have at most 3 open complaints at once.

Good to know

• Customers open complaints themselves in the portal.
• A WiFi-password request that cannot be done automatically becomes a complaint.