Recent Issues & Complaints – Your Early-Warning Radar
Nothing derails a service business faster than unaddressed customer complaints. The Recent Issues report gives managers a real-time feed of every problem logged against a booking—from a cracked tile to a no-show technician—so you can intervene before a bad review hits the web.
How to Open the Report
Navigation: Left Menu → Reports → History Log → Recent Issues
The grid loads with the most recent entry at the top.
Understanding the Grid
| Column | Description | Example |
| Date / Time | When the issue was created or last updated. | “Tue, 3 Jun 2025 12:10 pm” |
| Booking # | Clickable ID (BOK-101554) leading to the booking detail page. | |
| Issue | First 50 characters of the complaint (hover to view tooltip or click booking for full note). | |
| User | Staff member who logged or updated the issue. |
Dashboard Switcher
Top-right dropdown toggles:
- All Dashboard – view every issue in the company.
- My Dashboard – show only issues you personally logged or are assigned to.
Typical Workflows & Business Benefits
| Scenario | Action in Recent Issues Log | Result |
| Customer calls angry about grout residue | Search booking ID, read complaint note, dispatch “Re-clean” crew within minutes. | Turns potential 1-star review into a 5-star rescue. |
| Weekly QA review | Sort by Date > Export CSV > filter root causes. | Identify recurring product or staff problems and retrain quickly. |
| Technician follow-up | Filter by User = fieldworker name to see own open issues. | Accountability; ensures tech closes the loop. |
| Escalation to insurance | Click booking > download photos attached to complaint. | Fast evidence collection for insurer or legal team. |
Best-Practice Tips
| Tip | Why It Matters |
| Use concise, searchable titles (“Tile cracked in ensuite”) instead of “Issue”. | Easier to filter and analyse trends. |
| Attach photos immediately in the booking thread. | Visual proof speeds up decisions and avoids “he-said-she-said”. |
| Set SLA tags (e.g., HIGH, MEDIUM, LOW) in custom fields. | Colour-codes the grid so urgent issues jump out. |
| Pair with Discussion Log | Cross-reference comments to see how the team resolved the complaint. |
| Run weekly exports | Feed data into your Continuous Improvement or ISO audits. |
Frequently Asked Questions
| Question | Answer |
| Can I filter by status (open, resolved)? | Yes—add a “Status” column in Settings > Issue Types, then sort or filter in the grid. |
| Who can delete an issue? | Only Admins with “Delete Complaint” permission; deletions are still visible in the audit trail. |
| Are customers notified automatically? | Optional. Enable the “Issue Acknowledgement” email template to alert clients when a complaint is logged. |
| Is there a mobile view? | Yes—fieldworkers can log and photograph issues in the OctopusPro app; managers view the same grid under Reports → History Log → Recent Issues on mobile. |
Key Takeaways
- Real-time visibility of every new problem as soon as it’s logged.
- One-click drill-downs into the related booking for context, photos and follow-ups.
- Dashboard filters let each department focus on their own open items.
- Actionable insights for trend analysis, training, and customer-experience improvement.
Open Reports → History Log → Recent Issues now to make sure no complaint goes unanswered.
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