How To: Close a Comment or Complaint

Customer comments and complaints can be tracked through to completion using status values. Updating the status helps keep records accurate and allows other users to quickly see the progress of a comment or complaint.
Common status values include Complete, Closed, or any custom statuses configured within your system.

Before You Begin

Before updating a status, ensure that the required complaint status has been configured in Khaos Control.
For more information, see How To: Setup Complaint Statuses.

Update a Comment or Complaint Status

  1. Open a Customer screen (show me how).
  2. Load the required customer record.
  3. Open the [ Detail | CRM | Comments / Complaints ] tab.
  4. Select the comment or complaint you want to update from the grid.
  5. Enter edit mode by:
    • Pressing Alt + E, or
    • Clicking the Edit button.
  6. In the Status field, press F4 and select the required status from the list, such as:
    • Complete
    • Closed
  7. Enter any relevant notes in the History Comment field below the main comment area.
  8. Optional: Add an entry to the customer's communication log by clicking the Add To Communication Log button.
  9. Press Ctrl + S or click the Save button to save your changes.

Additional Information

  • Status updates provide a clear audit trail of complaint progress.
  • Comments entered in the History Comment field are stored against the complaint record for future reference.
  • Adding a communication log entry can be useful when recording customer contact relating to the complaint.
  • Only statuses configured within the system will be available for selection.

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