Handle a complaint or compliment

If a user contacts you regarding a service complaint or compliment, you can create a Service Desk interaction to collect information about the user's service request. Categorize the service request as a complaint or compliment, and then solve the request.

To register a complaint or compliment, follow these steps:

1. Click Service Desk > Create Streamlined Interaction. The New Interaction form is displayed.

2. Specify the Contact for the interaction.

   Note If you use the Fill function to replace the information in a field that already has data, clear the field before you click Fill. If the field contains data, the Fill function cannot operate.

3. In the Service Recipient field, select the service recipient.
4. In the Notify By field, select the user's preferred notification method.
5. In the Description field, type a description for the interaction.
6. In the Category field, select "complaint" or "compliment" as the category.
7. (Optional) In the Subcategory and Area fields, select the subcategory and area for the interaction.
8. (Optional) In the Affected Service field, select the affected service.

9. Click the Continue button. An interaction record is created and the interaction detail form is displayed.

10. On the Assignment tab, specify the assignment group and the assignee.
11. Click Save.

To close a complaint or compliment, follow these steps:

1. Locate and open the complaint or compliment interaction record that is in the "Open" status.
2. Make sure that the Assignment Group and the Assignee fields are specified, and the click Fulfill. The interaction status changes to "In Progress."
3. In the Closure Code field, specify a closure code.
4. In the Solution field, type the solution information.
5. Click Close. The complaint or compliment interaction record is closed.

Related topics

Service Desk overview

Searching records

Create a streamlined interaction