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COMPLAINTS · HANDLING · AUTOMATION

Complaintmanagement for business

Debesis is complaint management software for business for handling complaints online. It brings together email, phone, forms and the customer portal — every complaint lands in one register.

One solution for the whole complaint process: SLAs, automation, KPI reports and the full history of every case. The team sees each complaint’s status, priority, response deadline and customer context — without inbox chaos.

If you are looking for software for complaint handling : Debesis supports e-commerce, service, transport and healthcare. CRM, courier and web form integrations help close cases faster and keep the process under control.

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Trusted by customers in e-commerce, service, transport and healthcare (Poland)

Depilacja — Debesis customer Ayvens — Debesis customer Spektrum — Debesis customer Smile Institute — Debesis customer
Dolnośląski Urząd Wojewódzki — Debesis customer Pako Lorente — Debesis customer Just Gym — Debesis customer Zepter — Debesis customer
Agora — Debesis customer Lekarze bez granic — Debesis customer WWF — Debesis customer CH Beck — Debesis customer
Medicalgorithmics — Debesis customer Górskie Resorty — Debesis customer Impuls Leasing — Debesis customer Bank Spółdzielczy w Lubaczowie — Debesis customer
COMPLAINT REGISTER · 24 H · EXAMPLE LIVE · 47 OPEN
CMP-2026-0421
Product defect · online store
NEW
CMP-2026-0418
Return · awaiting decision
IN PROGRESS
CMP-2026-0410
Warranty · replacement approved
RESOLVED
CMP-2026-0405
Service complaint · service
AWAITING CUSTOMER
SLA
87%
Debesis complaint management — complaint list, statuses, SLA, contact history (example)

60.6% of cases are closed without human involvement. Report from ten ticketing deployments.

See the report →

Complaint management — definition and use in business

Complaint management software is the central tool for capturing, classifying and handling customer complaints. Every case gets a number, a category, a priority and an owner; all correspondence lands in one thread. The team sees the context, contact history and SLA deadline — without inbox chaos. It proves itself in e-commerce, service, transport and healthcare — wherever deadlines, status tracking and complete documentation matter.

Handling complaints by email and spreadsheet only works up to a point. As volumes grow, threads get lost, priorities are missing and quality is hard to measure. In Debesis every complaint is registered, automations watch SLA deadlines and reports show TTR, SLA breaches and backlog. The result: less chaos, faster closure and lower handling costs without growing the team.

Online complaint handling — how it works in practice

Debesis organises the whole process: every complaint from email, form, phone or customer portal lands in one place. The agent immediately sees the status, contact history, priority, owner and SLA deadline. Managers see queues, workload and service quality in real time. The customer gets a fast, reliable answer with a clear status for their complaint.

Automatic rules classify complaints, assign them to the right department and escalate critical cases without manual work. CRM and courier integrations add the full order context to every case — speeding up decisions and shortening response times. The company handles growing complaint volumes without proportionally more staff.

Complaint management step by step

  1. 1
    Registering the complaint

    The complaint arrives by email, phone, form or customer portal. The system assigns a number and an initial status and routes it to the right queue.

  2. 2
    Classification and priority

    Rules recognise the complaint type (product, service, delivery), set the SLA and route the case to the responsible department or agent.

  3. 3
    Review and assessment

    The agent has the full context: contact history, CRM data, order status and photos, and can quickly judge whether the complaint is justified and decide.

  4. 4
    Automatic actions and notifications

    The system sends confirmations to the customer, updates the CRM, notifies the courier of a return or creates tasks for the warehouse — without manual work.

  5. 5
    Closing and analysis

    Once resolved, the customer gets the decision and a summary; reports show TTR, FCR, SLA breaches and complaint causes for process improvement.

Where complaint management software proves itself

Complaint management software is needed wherever customers regularly return goods, report defects or complain about services, for example:

Complaint management — order and speed in one place

Debesis brings all complaint channels together. Agents do not search threads in an inbox; they see a list of cases with priorities, statuses and SLA deadlines. Reply templates and automatic actions shorten every complaint.

  • Complaint register every case has a number, status, owner and contact history.
  • Queues and assignment automatic routing to the responsible department or agent.
  • Templates and macros ready replies and actions for recurring complaint types.
  • Internal comments notes for the team, invisible to the customer — collaboration without email.
  • Attachments and photos documentation in one place: invoices, photos, reports.
RegisterQueuesTemplatesAttachments
Book a demo See case studies
Complaint list in Debesis — statuses, priorities, SLA
Complaint management KPI reports — TTR, SLA, complaint causes

SLA and KPIs in the complaint process

Rules classify complaints and set priorities. SLA monitors response and resolution time. Dashboards and KPI reports (TTR, FCR, backlog, complaint causes) show bottlenecks — managers decide on data, not gut feeling.

Debesis works as a complaint management with KPI reports. It monitors SLAs in real time, escalates cases at risk of breaching automatically and exports to BI tools.

  • Automatic assignment and escalation before an SLA breach.
  • Full history: email, SMS, phone — all in one case.
  • CSV/XLS exports, period comparisons, custom filters.
TTRFCRSLABacklog
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Integrations for complaint management

Connect Email, VoIP, CRM, your online store and couriers. Through integrations Debesis creates cases automatically — for example on a shipment status or a return — syncs customer data and speeds up the whole process.

The CRM integration adds the full customer context to every complaint. In the customer portal the buyer registers the complaint and tracks its status without calling.

  • CRM/ERP (e.g. Salesforce), couriers (e.g. DPD, GLS); other systems via API.
  • Webhooks and REST API — complaints are created automatically from external events.
  • Customer portal: register complaints, see status and history online.
CRMVoIPShippingCustomer portal
Try free for 7 days List of integrations
Debesis customer portal — register and track complaints

Complaint management software or an email inbox

Many companies start handling complaints in a normal inbox or a spreadsheet. Beyond a few dozen cases a month this model reaches its limits. Here is how Debesis complaint management differs from the traditional approach.

Area Email + spreadsheet Debesis complaint management
Overview of cases Threads scattered across several inboxes, no customer history. Every complaint has a number, status, history and an owner — all in one place.
Deadlines and SLA Set by hand, no alerts and no automatic reminders. SLAs as rules, automatic escalation and alerts before a breach.
Teamwork Forwards, CCs, no clear ownership and no decision history. Internal comments, queues, one owner per case — clear ownership.
Reports No reports, just manual counting in a spreadsheet. Built-in reports on TTR, FCR, SLA, complaint causes and backlog.
Scaling Chaos grows with the number of complaints. The system grows with the company and keeps order whatever the volume.

Related solutions

If you are comparing tools and features, these pages help you find the right service model for your company.

If you want to compare features, see pricing or book a demo and see how Debesis works with your processes.

Try complaint management free for 7 days

No card and no commitment. Test SLA automation, KPI reports and integrations on your own processes.

Book a free trial See pricing

How it works in practice

Transport damage — three departments, one case

A customer reports three items damaged in transit. On the left, the system view; on the right, what she receives at the same time.

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Debesis service.example.com Technician’s phone Customer side Case summary Signed in

Form

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Save

Case summary —

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Start · report—
Middle · handling—
End · result—

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Fault report — service form

CompanyBakery Dageraad
Reported bySanne de Boer
Phone06 XXX XX YYY
Device typeRefrigerator SC-400
Serial numberSN-4471-2219
Fault descriptionThe unit has not been cooling since this morning
Attachmentfault-cooling.jpg
Send report

Calls

StatusNumberIVR choice Wait timeTime

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Debesis · technician app
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Subject: —

    Active cases

    StatusNumberTitleCreated
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    CallReplyNew message Add noteChange statusForward Put on holdFollow

    Case details

    History

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      Call recording —
      Subtask
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      Customers

      — Email addresses —

      Owner

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      What the customer sees

      SMS · email

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      FAQ — complaint management for business

      Answers to the most common questions about rolling out and running Debesis complaint management — from inbound channels to integrations and KPI reports.

      ▾What is complaint management software and what is it for?

      Complaint management software is a tool for registering, handling and closing customer complaints centrally. Every case gets a unique number, a status and an owner — so progress and SLAs can be tracked.

      Debesis combines the complaint register with automation: multichannel intake, classification, escalation and KPI reports. The team works in one interface for email, phone, forms and the customer portal — without switching applications.

      ▾Does it accept complaints from several channels?

      Yes. Debesis accepts complaints by email, web form, phone (VoIP), SMS and through the Customer portal , where buyers register complaints themselves and follow the status.

      Every complaint is routed to the right queue automatically; the contact history — with attachments and photos — is in one case. Through the CRM integration customer data and order history are visible immediately.

      ▾How does SLA monitoring work in the complaint process?

      In Debesis you set SLA rules for different complaint types (e.g. first response in 4 hours, resolution in 5 working days). The platform measures time in each status and alerts you when a deadline is at risk.

      The system can change the priority, escalate to management or send an alert by SMS or email — so you keep contractual and statutory deadlines in view.

      ▾Does it support KPI reports?

      Yes. The Debesis analytics dashboard shows the full statistics of the complaint process: complaints over time, average TTR, FCR, SLA breaches, complaint causes and the current backlog.

      Reports can be filtered by channel, complaint type and category. CSV and XLS export allows analysis in BI tools. Managers see the team’s real workload and improve the process based on data.

      ▾Can it connect to CRM and couriers?

      Yes. Debesis connects via API or webhooks to CRM systems (e.g. Salesforce), ERP, online stores and couriers (e.g. DPD, GLS). We clarify which of your systems apply during the demo.

      A complaint can be created automatically on a shipment status change or a return. The agent sees order data, contact history and delivery status without switching systems, which shortens the review considerably.

      ▾Can I try it for free?

      Yes. Any company can try Debesis complaint management free for 7 days with no contract. During that time we set up queues, roles, SLAs and basic integrations and run online training (in English or Polish).

      After the trial you can continue on the same account — data and settings are kept.

      ▾How does automation cut complaint handling costs?

      Automation in Debesis replaces manual assignment, sending confirmations and reminders, manual reports and searching inboxes for context. Repetitive work disappears and every complaint is handled faster.

      The biggest effect is less routine work — growing complaint volumes do not need proportionally more staff.

      ▾How is complaint management different from a ticketing system?

      A ticketing system handles all customer requests: questions, support, service, complaints. Complaint management software focuses on the specifics of the complaint process: intake, assessing validity, decision and communication with the customer.

      Debesis combines both on one platform — complaints and all other requests in one place, with no data silos and no tool switching.

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      Customer reviews

      Was unsere What customers say

      Durchschnittsbewertung 4,8/5 aus 30 Google-Bewertungen. Hier einige davon.

      “The Debesis system is a very useful everyday tool — intuitive, clear and functional. A big advantage is being able to build and manage a customer database, which noticeably improves service quality.”
      Orident Stomatologia (Zahnarztpraxis, Polen) Google review · ★ 5/5 · translated from Polish
      “Since our company was founded, Debesis has been our trusted technology partner. We use the full range — from the call center application through ticketing, SMS and IVR to handling all our phone traffic.”
      CAF Call Sp. z o.o. (Contactcenter, Polen) Google review · ★ 5/5 · translated from Polish
      “We wholeheartedly recommend Debesis as a solid, professional partner for modern case management and telephony. The tool has clearly improved our daily work.”
      Marta Borowik Google review · ★ 5/5 · translated from Polish
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      Glossary: ticketing and SLA

      The key terms for this system — definitions and what they mean in practice.

      All terms in the knowledge base (PL) →

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      Debesis builds systems that automate ticket and complaint handling for companies in e-commerce, travel and hospitality, automotive, healthcare, transport and logistics, field service and IT.

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