Handle Complaints

Complaint Handling

The Service Desk Agent assigns an incident containing a user complaint to the Service Desk Group. When the incident is saved, it is automatically assigned to the Service Desk Manager. The Service Desk Manager reviews and accepts the incident to research and resolve the complaint.

To manage an incident based on a user complaint:

1. Click Incident Management > Incident Queue or view your To Do queue.
2. Click the open incident record and review the contents of the User complaint.

   Note: Investigate the complaint by reviewing the relevant information and talking to the people involved.
   

3. When you have finished searching for an answer or solution to satisfy the user, select the Activities section to add appropriate notes.
4. Enter the resolution in the Solution field and verify that the information is correct and complete.
5. Select Resolved from the Status field.
6. Click Close to close the incident.
7. Select an appropriate code from the Close Code field in the form that appears.
8. Click Finish. The status changes to Closed.