Issue & Complaint Management (Customer Issue Tracking)

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Issue & Complaint Management (Customer Issue Tracking)

OctopusPro’s Issue & Complaint Management feature helps you log, assign, track, and resolve customer complaints and service issues in a consistent workflow—so nothing slips through the cracks. Each issue can be linked to the relevant booking and shows a clear owner (assignee), status, and history, helping your team respond faster and maintain a complete audit trail.

Issue and complaint management workflow overview in OctopusPro

This is ideal for handling situations like late arrivals, quality concerns, damage claims, parts missed, warranty callbacks, and billing disputes—while keeping internal communication and evidence in one place.

On this page

What counts as an issue or complaint?

An issue (also called a complaint, service case, or ticket) is any customer-reported or internally-detected problem that needs follow-up or corrective action. Common categories include:

  • Operational: late arrival, no-show, scheduling conflict, access issues, equipment failure
  • Quality: unsatisfactory workmanship, incomplete job, warranty callback, rework required
  • Financial: invoice dispute, refund request, pricing error, incorrect line items
  • Communication: unclear scope, missed confirmations, misunderstanding expectations

Tip: Use Issue Types (categories) to standardize triage and reporting, and Status to show exactly where each case sits in your resolution process.

Issues list showing issue ID, booking ID, issue type, assignee, reporter, and status

Core features & benefits

  • Centralized issue tracking: one place to track every complaint with ownership and status.
  • Status-based workflow: move issues through stages (New → In Progress → Awaiting Approval → Closed).
  • Issue Types (categories): classify issues for faster triage and consistent reporting.
  • Automated follow-ups for deferred issues: keep blocked issues visible using the To Follow queue (so nothing is forgotten).
  • Linked records: jump quickly between the issue and the affected job/booking context when investigating and resolving.
  • Exportable oversight: use the “All Issues” list to spot trends, identify recurring problems, and improve processes.

View & manage all issues (Issues list)

Open the Issues area from the main menu to access a centralized list of all issues. This view is designed for daily triage and monitoring.

What you can do from this page:

  • Switch between Open and Closed issues.
  • Search and filter to find a specific issue quickly.
  • Review key details at a glance: Issue ID, Booking ID, Issue Type, Assignee, Reporter, and Status.
  • Use date ranges such as All, Past, Today, and Future (where available) to focus your queue.

Issues dashboard list with open/closed tabs and issue columns

Configure your workflow (Statuses & Issue Types)

To get consistent results, define:

  • Issue Statuses = the stage of the complaint (workflow progress)
  • Issue Types = what the complaint is about (category)
1) Configure Issue Statuses

Statuses represent the stage of the issue. OctopusPro includes a practical default set, and you can add custom statuses to match your process.

Default statuses include: New, In Progress, Reopened, Awaiting Approval, Closed.

Go to: Settings › Communications › Feedback (may appear as Feedback & Rating depending on your account).

Issue statuses list in Feedback settings

Add a custom status:

  1. Click the + button.
  2. Enter the Status Name and select a Color.
  3. Save.

Add new issue status button highlighted

Examples of useful custom statuses: Waiting for Parts, Awaiting Customer Response, Scheduled for Rework, Pending Refund Approval.

2) Configure Issue Types (Categories)

Issue Types describe what the issue is about. This helps your team triage quickly and supports clean reporting.

Go to: Settings › Communications › Feedback › Issue Types

Issue Types tab in Feedback settings

Add a new issue type:

  1. Click +
  2. Name the type (e.g., Damage Caused, Unsatisfactory Job, Late Service)
  3. Save

Adding a new issue type in Feedback settings

Log an issue (Report an Issue)

When reporting an issue, select the Issue Type, enter a clear description, and assign it to the appropriate team member for follow-up.

Best practice: Keep notes factual, include what happened, when it happened, and what outcome the customer expects. Add evidence (photos/files) wherever applicable to reduce back-and-forth.

Report an Issue popup showing Issue Type, Message, and Assign to fields

Use “To Follow” for deferred issues

Some issues can’t be resolved immediately (e.g., waiting for parts, approvals, supplier delays, or customer availability). Use the To Follow view to keep these cases visible and ensure they are followed up.

Common “To Follow” scenarios:

  • Waiting for replacement parts or stock
  • Waiting for customer confirmation or approval
  • Waiting for a scheduled return visit / rework appointment
  • Waiting for finance/admin decision (refund, credit, invoice adjustment)

To Follow issues list showing deferred issues that require follow-up

Resolve, approve, close & reopen issues

After corrective action is completed, your team should finalize the issue to close the loop. Many businesses use an approval step before closure—especially for damage claims, rework, or billing disputes.

Typical closure paths:

  • Resolve → Awaiting Approval: the assignee marks the outcome and submits evidence (if required).
  • Approve & Close: an admin confirms the resolution and closes the issue.
  • Reopen: if the customer rejects the outcome or more work is needed.

Step-by-step closure workflow:
Closing & Approving Resolved Issues

How to reopen a closed issue:
Reopening a Closed Issue

Practical examples

Scenario Suggested Issue Type Suggested Resolution Path
Fieldworker arrived late Late Service New → In Progress; reschedule/notify customer; Close
Customer not happy with workmanship Unsatisfactory Job New → In Progress; schedule rework; Awaiting Approval; Close
Part missed / replacement required Replacement / Part Missed New → To Follow; wait for stock; In Progress once scheduled; Close

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