Who is this article for?

Users who are configuring Customer Complaints.

Manufacturer Userpermissions are required.

Complaint Category Settings let you set up two levels of custom complaint classification, to make submitting complaints easier for the customer, and reporting on them easier for you. This guide will walk you through the process of setting up and managing a custom category set.

1. Complaint Category Settings
2. Adding Complaint Categories
3. Editing Complaint Categories
4. Further Reading

1. Complaint Category Settings

To access complaint categories:

1. Expand the Customer Complaints menu.
2. Click Settings & Templates.
3. Select Complaint Category Settings from the list.

You will be taken to an overview of existing complaint categories on your system.

By default, categories are sorted by main complaint category and displayed in ascending alphabetical order.

2. Adding Complaint Categories

To add a category:

1. Click Add New Complaint Category.
2. Scroll down to see the form.
3. Select Sites the category can be selected for.
4. Define the Complaint Category Name.
5. Select the Severity from the dropdown.
   You can choose a number between 1 (least severe) to 3 (most severe).
6. Define the Threshold.
   This determines how many of this type of complaint you want to accept before triggering an investigation.
7. Tick Is a Sub-category required? if you want to break the category down further.
   You can add multiple sub-categories, each with its own severity and threshold setting.
8. Click Save.

The page will refresh, and your new entry will appear in the table.

3. Editing Complaint Categories

To edit a category:

1. Select the Edit icon on the right of its row.
2. Scroll down to see the form.
3. Make necessary adjustments.
4. Click Update.

In this example, we're changing the severity of the 'Taste' category to '1'.

4. Further Reading

• Adding Customer Complaints and Comments