Everything a service operations team needs

Configure field labels, types, required rules, and options per tenant. Publishing a change creates a new version — historical complaints keep the fields they were created with.

Server-side search, filter by status/district/product, and pagination built for real operational volume, not a client-side table that loads everything at once.

Assign or reassign an engineer with a role-checked action. Every assignment is timestamped, audited, and triggers an in-app notification to the assignee.

Customer calls, part orders, site visits, and reschedules are logged as timestamped, attributed records with mandatory remarks — enforced server-side, not just in the form.

Response, allocation, first-visit, resolution, and feedback SLAs with configurable targets and warning thresholds. A background worker evaluates every active instance and fires warning/breach notifications exactly once.

A cryptographically random, single-use, expiring link per completed complaint. No customer account. The link is invalid the moment it's reused or expired — safely, without leaking complaint data.

In-app notification center with unread counts, covering assignment, SLA warnings and breaches, and feedback-link generation.

Company name, logo, and primary color apply across the app, login, and the customer feedback page — with a live contrast check so branding never breaks readability.

Append-only log of every sensitive action — who, what, when, before/after — for user changes, role changes, SLA config, complaint transitions, and more.

Bulk-import complaints from CSV or XLSX with row-level validation and a preview before anything is written. Export filtered complaint data as CSV.

Platform Admin, Tenant Admin, Manager, and Employee/Engineer roles, each with server-enforced permissions — never just hidden buttons in the UI.

Operational dashboard, SLA overview, and an hourly employee activity matrix — built on real aggregation queries, not hardcoded numbers.