Complaint workflow

A complaint workflow is a predefined path of statuses and actions that every complaint moves through — from accepting the ticket, through verification and a decision, to closing the case.

Instead of handling each complaint "from scratch", a workflow imposes a repeatable order: which steps follow one another, who owns each stage, and what conditions must be met to move forward. This makes handling predictable and ensures no stage is skipped.

A good workflow also accounts for exceptions — such as an escalation once a deadline is exceeded.

In Reklamator, the sequence of statuses and the rules for moving between them are configured to fit your own process, and every change is recorded in the ticket's history.