Handling Complaints

Once a complaint has been investigated, and an appropriate response sent, it is ready to close. Cases can't normally be closed if there are any outstanding tasks. In the Complaint Case Type Configuration it's also possible to set a task as mandatory, so it will have to be performed before the case can be closed.

Closing a case is a two step process. First the outcome is recorded, and the case moves from "active" to "responded". This acts as a "soft close" allowing the person who raised the complaint to respond. At a later date, the case can be fully closed.

Recording the Outcome

Once the investigation has taken place and the response sent, the case "Additional" tab is used to record the outcome and any additional metrics that may be needed for reporting.

• Go to the "Additional" tab and press "Add additional details"
• Complete the form
• Press "Complete" to record the outcome
• The following will happen automatically:
  • The status is changed to "Resolved"
  • The SLA is stopped
  • The case is removed from the case manager's assigned tasks
  • The case moves from "Active complaints" to "Responded complaints"

Closing the Case

When you close a case, the resolution is picked from a drop-down of options set in the case configuration. Notes are also added that will appear in the case history: