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Overview
The Complaints section is the central workspace for handling customer support tickets. From here you can create new complaints, track their progress through to resolution, communicate via comments, and archive closed cases.
Creating a Complaint
Navigate to Complaints → New Complaint and fill in the form:
| Field | Description |
|---|---|
| Customer | Search for and select the customer who raised the issue. |
| Department | The support team responsible for handling this complaint. |
| Category | The issue type (e.g. No Internet, Billing Issue). |
| Description | A clear, detailed description of the problem as reported by the customer. |
| Priority | Urgency level — Low, Medium, High, or Urgent (defaults to Medium). |
Click Submit to open the complaint. It will appear in the complaints list with a status of Open.
Complaint List View
Navigate to Complaints → All Complaints to see every complaint in the system. Use the filter bar at the top to narrow down results:
- Department — Show only complaints assigned to a specific team.
- Category — Filter by issue type.
- Status — Filter by
Open,Pending,In Progress,On Hold,Resolved, orClosed. (Archived complaints have their own page.) - Date range — Limit results to complaints created within a chosen period.
The list shows the complaint ID, customer name, department, category, current status, and the date it was created at a glance.
Complaint Detail View
Click on any complaint to open its detail view. Here you can see the full description, all comments and history, and take action on the ticket.
Adding Comments and Notes
Inside the complaint detail view, use the Add Comment field to post internal notes or responses. Comments are timestamped and attributed to the staff member who wrote them, building a clear audit trail of all communication and actions taken.
Acknowledging a Complaint
Acknowledgement is tracked separately from status. When a staff member reviews a customer-filed complaint, assigns it, or begins work, ISPbills marks it as acknowledged and moves its status to In Progress — signalling to the customer and other staff that the issue is being actively handled. A complaint a staff member files themselves is acknowledged automatically at creation.
Changing status and archiving
Update the status as the complaint progresses. Use Pending or On Hold while waiting for the customer or an external action, and set Resolved or Closed when the work is complete. Setting a complaint to Resolved or Closed automatically archives it — it is removed from the active complaints list and its total resolution time is recorded. Archived complaints remain fully accessible on the Archived Complaints page.
Viewing Archived Complaints
Navigate to Complaints → Archived Complaints to view all previously resolved and archived tickets. You can search, filter, and review the full history of any archived complaint.
Complaint Ledger
Each complaint keeps a ledger — an automatic history of everything that happens to it. ISPbills records a ledger entry whenever the category or department changes, the complaint is acknowledged, a comment is added, the status changes, or the complaint is completed. Each entry captures the from/to values, the staff member responsible, and timing information, so the ledger is elapsed-time aware and gives you a full audit trail of how the complaint was handled from creation to resolution.