A complaint process that runs on rails
A complaint is the ticket most likely to be read again later - by a manager, an ombudsman, or a lawyer. SupaDesk gives it a deadline, an escalation path and a reply that was checked before it was sent.
- Own SLA and calendar
- Escalation that fires once
- Every reply approved
How do you manage complaints in SupaDesk?
Create a complaints category - classified by keywords or AI on arrival, or set by an agent - with its own SLA policy and escalation steps. Route complaints to a senior team, require approval on every reply in that category, and use the reports to track how many were resolved within target. The full case can be exported as a PDF when it has to be shown to someone outside the desk.
- A complaints category with its own targets and calendar.
- Escalation at 80%, 100% or after breach - notify, reassign, raise priority.
- Approval on every complaint reply, two steps if you need them.
- Escalated tickets listed on the manager dashboard.
- Late stays late: resolving after a breach never turns it into a pass.
- PDF export of the conversation for an external reviewer.
Read next
Questions people ask before they start
Make the next complaint the best-handled ticket you have.
Start free for 14 days. No credit card and no setup fee - connect a mailbox and answer your first ticket the same afternoon.
Questions first? Email sales@supadesk.in or call +91 8585953085.