Complaint management software for faster resolution.
Manage complaints efficiently with Firmity complaint management software. Track requests, assign tasks, monitor resolution status, and improve service operations.
Trusted by facility teams in manufacturing, education, and residential estates across India.
Complaint management software centralizes how complaints are logged, assigned, and resolved, replacing phone calls and WhatsApp threads with a trackable workflow. Firmity's complaint management software routes every ticket to the right responder and requires proof before it can close.
What Firmity's complaint management software covers
From logging a complaint to closing it with evidence, every step is tracked.
QR-based complaint registration
Scan a location QR to log a complaint with the location auto-populated — no login required, with SMS tracking for guests.
Workflow-based assignment
Complaints route to the right responder group by category, with manual reassignment and an escalation hierarchy when needed.
Full ticket lifecycle
Open, In Progress, On Hold, Resolved, Closed — with SLA pausing on hold and no complaint auto-closed without a resolution.
SLA management & escalation
Response and resolution SLAs run on working hours, with automatic escalation triggered only after a breach.
Resolution with photo evidence
Every resolution requires a remark and mandatory post-resolution photo evidence before a ticket can close.
Tracking without login
Anyone can check status by mobile number and tracking ID — no account or login required.
What complaint handling looks like without dedicated software
Without complaint management software
- Complaints logged over calls, WhatsApp, or a register that gets lost
- No way to tell who a complaint was assigned to, or when
- Tickets marked resolved with no proof the work was done
- SLA breaches discovered only when someone complains again
- No record of how long a complaint actually took to close
With Firmity
- Complaints logged in seconds via QR, with location auto-captured
- Every ticket assigned to a responder group with a visible owner
- Resolution requires a remark and photo evidence before closing
- SLA breaches escalate automatically, not after a second complaint
- Turnaround time and resolution history tracked for every ticket
How it works
Four steps from a raised complaint to a closed, verified ticket.
- 01
Deploy location QR codes
Place QR codes at each location so anyone can raise a complaint with location and category pre-filled.
- 02
Route by category
Complaints assign automatically to the right responder group based on category, with reassignment when needed.
- 03
Resolve with evidence
Responders close tickets with a remark and mandatory photo evidence — no complaint closes without proof.
- 04
Track SLAs & report
Response and resolution SLAs run automatically, escalating breaches and rolling up into dashboards.
Complaint management software vs manual handling
Where phone calls and WhatsApp threads fall short, and where dedicated software picks it up.
| Capability | Manual handling | Firmity |
|---|---|---|
| Logging a complaint | Phone call or WhatsApp message | QR scan, location auto-filled |
| Assignment | Manually routed by a supervisor | Auto-assigned by category workflow |
| Resolution proof | Verbal confirmation only | Remark + mandatory photo evidence |
| SLA tracking | Tracked informally, if at all | Working-hours-aware, auto-escalating |
| Status tracking | Calling to check | Mobile number + tracking ID, no login |
Go deeper on the full workflow in complaint & helpdesk automation, or see how it fits into CAFM software.
Why teams choose Firmity's complaint management software
Faster resolution
Tickets route to the right responder group the moment they're raised, with SLA timers already running.
No complaint slips through
Every ticket needs a remark and photo evidence to close — nothing gets marked resolved without proof.
SLA breaches escalate on their own
Escalation triggers automatically after a breach, instead of waiting for a second complaint.
No login needed to check status
Anyone can track a complaint by mobile number and tracking ID, reducing repeat follow-up calls.
Full audit trail on every ticket
Category, location, responder, remarks, and turnaround time are retained for every complaint.
Every ticket carries its category, location, responder, and resolution evidence. Nothing closes without a remark and a photo — so resolved actually means resolved.
Built for how your industry handles complaints
Plants & factories
PPM scheduling, asset tracking, and breakdown management for production-critical equipment.
See manufacturing →Campuses
Campus helpdesk, visitor management, and staff attendance in one system.
See educational →Estates & societies
Gate logs, resident complaints, and common area maintenance, tracked end to end.
See residential →FAQ: Complaint management software common questions
What is complaint management software?
Complaint management software helps organizations record, assign, track, and resolve complaints through a centralized digital system, making it easier to monitor issues from submission to closure.
How does complaint management software improve issue resolution?
It helps teams automatically route complaints, assign them to responsible staff, track progress, set priorities, and maintain resolution records for better operational visibility.
What features should complaint management software have?
Important features include complaint registration, ticket assignment, priority management, status tracking, notifications, escalation workflows, response tracking, reporting, and complaint history.
Why choose Firmity complaint management software?
Firmity helps organizations centralize complaint handling, assign requests to the right teams, monitor resolution progress, and maintain complaint records as part of an integrated facility management platform.
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