How a complaint moves through CSMS
Every step below is a real, validated state transition — not a status label anyone can overwrite.
- 1
Register the complaint
An employee registers the complaint using the tenant's configured form. The system generates a unique case ID and captures who filled it in — automatically, not by asking the user to type it.
- 2
Assign an engineer
A manager or admin assigns an engineer. The engineer gets an in-app notification. Response and allocation SLA clocks stop the moment assignment happens.
- 3
Acknowledge and start work
The assigned engineer acknowledges the case and starts work — actions restricted to the assignee, checked on the server, not just hidden in the UI for anyone else.
- 4
Log activities as work happens
Customer calls, part orders, site visits — each logged with a mandatory remark, building a real chronological record instead of a single status field that erases history.
- 5
Reschedule if needed
If the engineer can't complete the visit, a reschedule requires a reason and a new date — recorded on the timeline, visible to anyone reviewing the case later.
- 6
Complete the case
Completion stops the resolution SLA clock and immediately generates a secure feedback link — delivered to the completing user via notification, ready to share with the customer.
- 7
Customer shares feedback
The customer opens the link on their phone, answers the tenant's configured feedback questions, and submits — no login, no app install. The link can't be reused.
- 8
Close, review, or reopen
A manager closes the case once satisfied. If the issue recurs, a tenant admin can reopen it — an authorized, audited action that returns the case to allocation, not a silent edit.