Customer Complaints & Escalation Tickets
Every customer grievance from your chat flows (Create Ticket step), AI Chat Escalations (English / हिंदी / Hinglish), and 1–2★ Negative Feedbacks is captured here with unread alerts.
How the System Automatically Identifies & Records Complaints
Complaint tickets reach this page from 3 sources, all handled by your chat automation and AI:
1. Chat Flow with a Create Ticket step
Add a Create Ticket step to any flow in the drag & drop builder. It asks the customer for details (bill number, problem), raises the ticket here, and gives them a complaint number.
2. AI Support Agent Auto-Detection (Hindi/English)
Even without a flow, if a customer writes in chat (e.g. “I want a refund” or “मेरा ऑर्डर खराब है”), your AI Agent asks for the details, then registers a Support Ticket here and tells the customer their complaint number.
3. Low Customer Feedback Rating (1★ or 2★)
When a customer responds to a Feedback Survey with a 1-Star or 2-Star rating, it automatically flags here as a High-Priority Complaint so your team can resolve it immediately.