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About Complaint & Grievance Ticketing System
The helpdesk your team runs the whole day from. Every complaint, request and question lands in one queue — whether the customer raised it in their portal, filled in your public web form, was logged by an agent over the phone, or was created automatically by one of your systems. Each ticket is stamped with its own reference the customer can track, sorted into a category, put on an SLA clock, and handed to the right agent by a load-balancing engine that keeps work fair and specialists on the cases they know best. Agents work every ticket from one clean screen: reply to the customer, add staff-only internal notes, attach screenshots and PDFs, drop in a canned response, change priority and move the ticket from open to resolved. A colour-coded clock on every ticket shows exactly how long you have left to respond and resolve, and if anything is about to breach, the app escalates it to a supervisor automatically — nothing slips. When a ticket is resolved the customer is invited to rate it, and a live dashboard shows your open, breached and unassigned counts, response times, SLA compliance and satisfaction, so you can prove the quality of your service and spot problems before they grow. Fully hosted and carrying your own name, logo and colours on every screen.
