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Customer service template

Customer complaint workflow template

Customers open a complaint through a public link, follow it on their own page and get an answer within the deadline.

4 steps 15 fields Public request form
Use this template See the steps

Free for 14 days. No credit card. You can change every step and field.

How it runs, step by step

The process reads from top to bottom. Each step goes to its owner with a deadline, and everything that happens is recorded in the request's timeline.

  1. Complaint

    Whoever starts the request

    Tell us what happened. We answer as soon as possible.

    6 fields in the request form
    • Subject * Text
    • Order or invoice number Text
    • Where did you buy?Store, Website, Phone, Sales representative Choice
    • Phone Phone
    • What happened? * Long text
    • Photos or documents Files

  2. Triage

    A person or team you choose

    Classify the complaint and decide who handles it.

    Due in 1 day (business time)
    3 fields
    • Category *Product, Delivery, Billing, Service, Other Choice
    • Severity *Low, Medium, High Choice
    • First notes Long text

  3. Resolution

    A person or team you choose

    Solve the problem and write the answer the customer will read.

    Due in 3 days (business time)
    3 fields
    • Root cause * Long text
    • Answer to the customer * Long text
    • Compensation offered Amount

  4. Closing

    A person or team you choose

    Confirm with the customer that the problem is solved.

    Due in 2 days (business time)
    3 fields
    • Outcome *Resolved, Not resolved yet Choice
    • Customer satisfactionVery satisfied, Satisfied, Neutral, Unsatisfied Choice
    • Notes Long text

Make it yours

  • Rename and reorder steps and add the fields your team actually needs. Totals and formulas are calculated as people type.
  • Choose who does each step: a person, a team, the requester's manager, or someone picked earlier in the form.
  • Set the approvals, including approval limits by amount, and let approvers decide straight from their email.
  • Add deadlines and reminders, counted in business hours if you want, and escalate late steps.
  • Share the public form so people outside the company can start a request without an account, and follow it on a tracking page.

Guides on this process

More customer service templates

Warranty claim

Customers send photos of the defect through a public link, the technical team inspects it and a signed warranty decision is issued.

Claim → Technical inspection → Decision

Field service visit

Schedule a technician, record the visit with located photos, collect the customer's signature and issue the service report.

Request → Scheduling → Visit → Review

Service request

A public service desk: anyone asks for something, the team answers and the requester follows it on their own page.

Request → Handling

Start from this template

Copy it into your workspace, invite the people involved by email, and send the first request today. One plan with every feature, from $49 a month for 5 users.

Use this template