How to build a complaint resolution workflow for customer support

Turn complaints into opportunities for better service

In this guide, you’ll build a complaint resolution workflow that helps your support team manage customer issues efficiently, from intake and investigation to resolution and feedback. You’ll use logic, status tracking, and automated notifications to ensure every case is handled quickly and transparently.
📘 Learn more: Create your first form, app, or portal in a flash

Step 1 — Create your complaint submission form

Start from your workspace and click + New → Form. You can start from scratch or select a Support Ticket template from the Template gallery.

Or use Magic Create, describe what you need:

“A complaint form that assigns issues to team members automatically and tracks their resolution status.”

Why this matters: your form is the foundation for consistent, traceable complaint handling.
📘 Learn more: How to create a form

Step 2 — Add fields to collect key complaint details

Include fields that help you categorize, prioritize, and act on issues quickly:

• Customer name and email
  
  
• Order number or reference ID (if applicable)
  
  
• Issue category (Product quality, Billing, Delivery, etc.)
  
  
• Description of complaint (long text)
  
  
• Attachments (for photos, receipts, or screenshots)
  
  
• Priority level (Low, Medium, High)
  
  
• Complaint status (Admin-on;y field: New → Under review → Resolved → Closed)
  
  

💡 Tip: Keep your form short and friendly, customers should find it easy to report issues.
📘 Learn more: Form editor and field types

Step 3 — Add internal assignment and routing logic

Go to Settings → Logic → Advanced logic and set up automatic routing:

• If Issue category = Billing → Assign to Finance Team.
  
  
• If Issue category = Delivery → Assign to Logistics.
  
  
• If Priority = High → Notify Support Manager immediately.
  
  

Use on-submit logic to tag submissions and change their initial status to Under review.
📘 Learn more: How to add advanced logic to your form

Step 4 — Automate notifications and updates

Open Settings → Advanced logic or Notify tab to set up:

• Customer confirmation email: acknowledge receipt of their complaint and share tracking info.
  
  
• Internal alert: send to the assigned department.
  
  
• Resolution email: trigger when the complaint’s status changes to Resolved.
  
  

Personalize each message with field IDs like @customer_name, @issue_category, @status, and @assigned_team.
📘 Learn more: How to create and send custom email templates

Step 5 — Use on-update logic for resolution tracking

Once your team reviews or updates a complaint, use on-update logic to automate next steps.

Examples:

• If Status = Resolved → Send “We’ve resolved your issue” email.
  
  
• If Status = Rejected → Send follow-up explanation to the customer.
  
  
• If Status changes to Closed → Notify quality assurance for final review.
  
  

📘 Learn more: What is on-update logic and how it works

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Step 6 — Build your complaint resolution dashboard

Go to your Results → Responses page and create real-time tracking views:

• Table view: filter by status, team, or priority.
  
  
• Kanban view: visualize complaint progress (New → Under review → Resolved → Closed).
  
  
• Charts: analyze total complaints by category.
  
  

📘 Learn more: How to create a Kanban board

Step 8 — Create a customer portal for status tracking

From your workspace, create a Customer Support Portal.

Include pages like:

• Submit a complaint (public form)
  
  
• My complaints (filtered for logged-in customers)
  
  
• Resolved cases or Closed tickets (view-only summary)
  
  

Set visibility so customers can only see and update their own complaints.
📘 Learn more: How to create a portal and manage users’ access

Step 9 — Collect feedback after resolution

Add a follow-up survey linked to resolved complaints to measure satisfaction.
Example:

• “Was your issue resolved to your satisfaction?”
  
  
• “How would you rate our support?”
  
  

Send this survey automatically once the complaint status changes to Closed.
📘 Learn more: How to create a CSAT survey

Step 10 — Analyze patterns with AI

Activate AI Analyze to detect recurring issues and trends automatically:

• “Top 3 recurring complaint types.”
  
  
• “Average resolution time by category.”
  
  
• “Most mentioned product in feedback.”
  
  

Use these insights to improve products and service quality proactively.
📘 Learn more: Uncover insights and trends in your data with AI Analyze

Pro tips

• Use linked rows to connect complaints with customer records or orders.
  
  
• Add priority color tags in your dashboard for quick scanning.
  
  
• Turn repeated complaint types into automation triggers for internal reviews.
  📘 Learn more: What are linked rows and how to use them
  
  

Example scenario

A customer submits a complaint about a delayed delivery. The form automatically assigns it to the logistics team and marks it as Under review. Once the issue is resolved, the system updates the status to Resolved, emails the customer with an apology and compensation offer, and logs the case in your Resolved dashboard.
📘 Learn more: How to send and receive conditional email notifications

FAQ

1. Can multiple departments handle one complaint?
   Yes, assign shared access via your portal.
2. Can customers attach photos or documents?
   Absolutely, add file upload fields for receipts, images, or invoices.

Your complaint resolution system is live, deliver better experiences faster

You’ve built a fully automated complaint management system that collects, tracks, and resolves issues efficiently. Keep refining your logic and dashboards to reduce delays, improve communication, and turn every complaint into a customer win.
📘 Learn more: Build personalized and time-saving flows with logic, automations, and AI

Last updated October 2025

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