How To Submit A Complaint On Freshdesk

Follow The Below Steps To File A Complaint On Freshdesk

Complaint Rules and Guidelines

Confirm with the customer the his/her contacts details (Mobile No.& Email), so the relevant team can reach the customer easily.

Would you like to be contacted at the same registered email and phone number, or would you prefer different contact information?

Please make sure to Change the ticket status to "Complaint pending" to be assigned automatically to the relevant team "Complaints, Accidents & Crisis".
Always check with the ride ID if there is a tiket regarding the same issue or not and act accordingly.

Check Freshdesk if there any previous complaint raised for the same issue, if there is don't raise another complaint, if there is another complaint follow one of the below scnarios:

If the complaint ticket contains feedback, and the ticket status is either open or closed

Deliver the feedback from the complaint ticket to the customer.
Update the complaint to indicate that the customer contacted us again and that the feedback has been delivered
Append the ticket to the existing complaint.

If the complaint ticket has no feedback, is within the SLA, and the status is open

Update the complaint to indicate that the customer has contacted us again and is waiting for our response.
Inform the customer that the case is still under investigation, confirm the SLA, and let them know that a member of the concerned team will follow up with them.
Append the ticket to the existing complaint.

If the complaint ticket has feedback and is closed, but the customer claims that no one followed up with them or that the issue is not resolved

Raise another complaint and ensure to include the reference number of the original ticket.
Ask the customer if they would like to be contacted at the same mobile number and email as in the previous ticket, or if they prefer different contact information.

2. In order to raise a complain you need to follow the below:

Use the CARE template

Note: The above template should be followed in the same vertical format.

Customer Contacts

Ask the customer if they would like to be contacted at the same mobile number and email as in the previous ticket, or if they prefer different contact information.

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