Question

Can you see complaints, escalations, unresolved, and reopened requests?

Answer

Yes. Unresolved requests can be highlighted by system statuses, and reopened ones by the reopen counter and the request history. Separate worklists are set up for these signs.

Complaints and escalations need to be marked in the data: for example, by request type or an additional field. Such classification allows creating filters and custom reports.

Thus, the visibility and counting of these requests are set up to fit your process. The system should not consider any request redirection as a complaint or escalation without a defined rule.

Details: Filter Management · Request Statuses · Custom Fields