Manage complaints
Turn incoming feedback into work you can review and resolve.
Every complaint belongs to one application. Reports from your connected channels appear in the same inbox, with the source and any context supplied by the reporter.
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Clicking Checkout leaves me on the cart page. I expected the payment form to open.
Select a report and change its status. This example does not change your workspace.
Find a report
- In the sidebar, open Complaints.
- Use Search, the All, Open, and Resolved status tabs, and the Applications, From, To, Source, Severity, and Category filters to narrow the inbox.
- Select a complaint in the Inbox to open its details.
- Click Resolve to mark an open complaint resolved, or Reopen to return a resolved complaint to open.
Start with a status and application, then narrow by date or source. Clear filters if a report you expect to see is missing.
Read the details
| Detail | What it tells you |
|---|---|
| Title and description | The problem, expected result, and actual behavior. |
| Application | The product or project receiving the report. |
| Source | The channel or agent that submitted it. |
| Metadata | Additional context, such as a page URL or environment details, when provided. |
| Category and severity | Automatic classification when triage is enabled and succeeds. |
| Status | Whether the report is open or resolved. |
| Created date | When Complaintr received the report. |
A source label or submitted metadata provides context; it is not proof of a reporter's identity.
Review automatic triage
When automatic triage is enabled for the deployment, Complaintr can assign a category and severity. These appear in the list and detail view and can be used as filters.
Reports still arrive when classification is unavailable. A missing category does not mean the complaint was lost. Read the description before deciding what needs attention.
Resolve and reopen
Select an open complaint and click Resolve. Resolved reports remain accessible in the Resolved tab. Click Reopen if the problem needs further work.
Changing the status records your decision in Complaintr. It does not mean a fix has been deployed to your product.
Write reports that are useful
Include the action attempted, expected behavior, actual result, and enough context to reproduce it. Keep credentials and private customer data out of descriptions and metadata.
When I apply the SAVE10 code to a cart with two items, the total does not
change. I expected a 10% discount. The page shows no error message.For programmatic reports, see the field limits in the API reference. To publish a report as a card, read Sharing.