01
Start with the conversation
Create a tracked issue from customer enquiries and configured intake flows.
CRM FEATURES / TICKETING & COMPLAINTS
A complaint deserves a clear next step.
Keep customer issues moving with a responsible owner, a visible status and the context needed for the next action.
ShuttleProExample workspaceComplaint follow-upExample ticket
Exchange request
Ticket #T-1042 · Hira Khan
09:12Customer request received
Order reference and issue captured.
09:15Assigned to the support team
Ayesha S. owns the next action.
09:23Operations follow-up requested
The next step stays visible in the ticket.
A MORE CONNECTED WAY TO WORK
Track the work that continues after a reply.
A return, delivery issue or complaint can involve several people. Keep the follow-up visible through the resolution process.
02
Assign responsibility
Make ownership clear as the issue moves between support and operational teams.
03
Keep the history
Review relevant actions and ownership changes alongside the support workflow.
ILLUSTRATIVE EXCHANGE REQUEST
A request becomes a follow-up your team can own.
“I received the parcel, but I need help with an exchange.”Illustrative customer moment
- 01
Capture the details
Record the order reference, request and information needed by your team.
- 02
Assign the next action
Give the issue a ticket and an appropriate owner.
- 03
Track progress
Keep status and follow-up visible until the work is resolved.
A PRACTICAL FIRST STEPFit the workflow
Fit the workflow
to your business.
Your channels, your team and your existing systems shape the setup. Start with a focused workflow and build from there.
Talk through your use caseDefine issue types
Choose the complaints and exceptions that need tracking.
Agree on ownership
Set handoff and escalation responsibilities.
Review open work
Use a regular review process for unresolved follow-ups.
A LITTLE MORE CLARITYGood questions.
Good questions.
Useful answers.
Can an automated flow create a ticket?
Ticket creation can be part of configured complaint and escalation workflows, including AI or interactive intake where supported.
Is this only for complaints?
Tickets can also track exchanges, delivery issues, escalations and other customer follow-ups.
YOUR NEXT CHAPTER STARTS WITH A CONVERSATIONBring your team together.
Bring your team together.
Keep your customers closer.
Let’s build the right support workflow for your brand.