System Data Complaint Status
Table Of Contents
Introduction
Complaint Statuses allow you to track the progress of customer complaints and cases within Khaos Control.
They are used when creating and updating complaints in the Customer / Supplier | Detail | CRM | Comments / Complaints screen and can also be used to filter complaints within the CRM Manager | Complaints (Cases) screen.
Using clearly defined complaint statuses helps users monitor outstanding cases, identify complaints that require action and track cases through to resolution.
For setup instructions, see How To: Setup Complaint Statuses.
Complaint Status Grid
The Complaint Status grid contains the following fields.
Complaint Status
The name of the complaint status that users can select when managing complaints.
Examples might include:
- New
- Under Investigation
- Awaiting Customer Response
- Resolved
- Closed
For additional examples, see the example values section.
Active
Determines whether the complaint status is considered active.
Active statuses are typically used for complaints that are still being investigated or require further action.
Sort Order
Controls the order in which complaint statuses appear within drop-down lists throughout the system.
Lower numbers are displayed before higher numbers.
Default
Sets the default complaint status that will be applied when creating new complaints.
Where Complaint Statuses Are Used
Customer / Supplier Complaints
In the Customer / Supplier | Detail | CRM | Comments / Complaints screen, users can select a complaint status when logging or updating a complaint.
CRM Manager Complaints (Cases)
In the CRM Manager | Complaints (Cases) screen, complaint statuses can be used as filters to help users focus on specific groups of complaints.
For example:
- View only active complaints.
- Display complaints awaiting action.
- Review completed or closed cases.
Context Menu Options
Apply Value Range
Allows you to apply the same value to all selected rows for the currently active column.
Clear Selection
Removes the current selection from the grid.
Additional Information
Well-defined complaint statuses help ensure complaints are managed consistently across the business. Creating meaningful status values and maintaining a logical workflow can improve visibility, support reporting and help teams resolve customer issues more efficiently.