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Register a complaint

A complaint (klacht) is a specific request type with its own intake form and a small handling workflow: acknowledge, investigate, resolve. Registering it in Pipelinq keeps the complaint on the client's history and on the right person's queue.

Goal​

Register a complaint, route it to a handler, and verify it's tracked on the client and in the queue.

Prerequisites​

Steps​

1. Open the Complaints list (or use the client's detail page)​

Pipelinq has a dedicated Complaints list in the left navigation: the canonical entry point. The standard + Add Item dialog opens the complaint intake form (the request-type is pre-set to Complaint). Alternatively, on a client's detail page open the Complaints tab and click Add Item there; the complainant is then pre-filled.

2. Choose Register complaint​

Register complaint

3. Fill the complaint form​

  • From: the complainant; pick or quick-create.
  • Subject + Description: what went wrong.
  • Category: admin-configured (service, product, billing, communication, other), and Severity: low / medium / high / critical, driving the SLA clock.
  • Channel: phone, email, web form, in person.

Complaint form

4. Submit and route​

After save, the complaint enters the handling workflow at its first state. Assign a handler (or let automation route it).

Routing

5. Progress to resolution​

The handler moves the complaint through the states (acknowledge, investigate, resolve), logging contact moments along the way. Closing it records the outcome.

Verification​

  • The complaint appears on the complainant's 360° view and history.
  • It's in the handler's My Work queue at the correct state.
  • On close, the resolution and outcome are recorded.

Common issues​

SymptomFix
No Register complaint optionThe complaint request type isn't configured yet. See the admin automation guide.
Complaint isn't routed automaticallyRouting automation isn't set up; assign the handler manually for now.

Reference​