On this page
Overview
Complaint categories let you classify each complaint by its nature. Clear categories make it easier to classify complaints consistently, identify recurring problems, and produce meaningful reports. Examples of categories include No Internet, Slow Speed, Billing Issue, Router Fault, and Request for Upgrade.
Creating a Category
Navigate to Complaints → Complaint Categories and click Add Category. Categories are managed by the Group Admin.
A category has a single field:
| Field | Description |
|---|---|
| Name | A short label that describes the type of complaint (e.g. No Internet, Billing Issue). |
Click Save. The category will be available for selection whenever a new complaint is created.
Editing a Category
On the Complaint Categories list, click the Edit icon for the category you wish to update, rename it, and click Save.
Deleting a Category
Click the Delete icon next to the category. Categories linked to existing complaints cannot be deleted until those complaints have been reassigned to another category.
How Categories Are Used
- Classification — When a complaint is created, the operator selects both a department and a category. Categories are independent of departments, so any category can be used with any department.
- Filtering — The complaint list view can be filtered by category, so staff can focus on a specific issue type.
- Reporting — The Complaint Report groups results by category, letting you see which issue types occur most frequently and track trends month by month.