Handling Complaints

Tasks are used to send emails to the complainant, assign jobs to other teams, or to formally record the results of investigations by the case manager.

Creating Tasks

On the Tasks tab, press the "Add new task" button:

Pick the task you'd like to create from the drop-down:

The tasks are used as follows. They are repeated at each stage. Any number of tasks can be configured for a case type, so this list isn't exhaustive and can be customised.

Tasks have a range of configuration options, including:

• Who they can be assigned to
• If SLAs apply, and what those SLAs are
• If a task has to be performed before the case can be closed
• How much information from the original case the person carrying out the task can see
• Adding notes for the person the task is assigned to, explaining what needs to be done
• Whether the person creating the task can set the options above, or they are applied automatically 

Completing Tasks

Tasks assigned to a group will appear as a claimable task on the relevant Self Service Articles. Tasks can also be assigned directly to a user.

All tasks appear in a similar way:

Acknowledgement Task

Completing an acknowledge task involves sending an email to the user who raised the complaint:

• On the "Tasks" tab press "Add new task"
• From the drop-down pick the appropriate acknowledgement task and press continue
• The task is created and assigned directly to you
• The task form lets you pick a template which will prefill the email subject and body
• Placeholders in the email body should be manually updated
• You can add attachments
• Press "Send response" to complete the task and send the email

Investigate and Respond Task

If the complaint is straightforward and needs minimal investigation, the "Investigate and send response (service)" tasks can be used.

• On the "Tasks" tab press "Add new task"
• From the drop-down pick the appropriate "Investigate and send response (service)" and press continue
• Pick the department and optionally the user the task should be assigned to
• Enter the task details and choose whether attachments, contact details and case details should be included
• Optionally set an SLA

To complete the task:

• The task will appear in the "Active complaints" list of the relevant team
• The task form displays details about the complaint
• The form is used to send an email to the complainant
• The task form lets you pick a template which will prefill the email subject and body
• Placeholders in the email body should be manually updated
• You can add attachments
• Press "Send response" to complete the task and send the email

Investigate Task

Use the "Investigate (service)" tasks to assign tasks to other teams and users, but not email the complainant. These tasks only add notes and report back to the case manager.

• On the "Tasks" tab press "Add new task"
• From the drop-down pick the appropriate "Investigate (service)" and press continue
• Pick the department and optionally the user the task should be assigned to
• Enter the task details and choose whether attachments, contact details and case details should be included
• Optionally set an SLA

Completing the task involves the following:

• The task will appear in the "Active complaints" list of the relevant team
• The task form displays details about the complaint
• A text field and file upload field allow the user to enter a response
• Submitting the response completes the task

Any number of investigate tasks can be created and assigned to teams and users.

Response Task

Once the investigations have all been completed, they should be reviewed before writing a collated response to the complainant.

To create the response task:

• First review all of the completed tasks using the "View" action in the task tab
• Next "Add new task" and pick the appropriate "send response" and press continue
• The task is created and assigned directly to you
• The task form lets you pick a template which will prefill the email subject and body
• Placeholders in the email body should be manually updated
• You can add attachments
• Press "Send response" to complete the task and send the email

Automatic Updates

As tasks are created and completed, a range of Routines for Automated Updates will perform actions such as resetting SLAs, changing the case status and reassigning the case.