A complaint management system in Saudi Arabia that gives every complaint an owner.
Complaints arrive by phone, by email and at the counter, then sit in someone’s inbox. In Daftarix your team logs each one as a ticket with a category, priority and owner, and it stays open until resolved.
- An owner for every complaint
- Category, priority and status
- Replies in Arabic or English
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What is a complaint management system?
A complaint management system records each customer complaint in one place, assigns it to someone responsible and tracks it until the customer has an answer. Instead of a note on someone’s phone or an email thread nobody owns, every complaint gets a reference, a category, a priority and a clear status. Managers can see what is open, who is handling it and how long it has been waiting.
In Daftarix, complaint management runs on the help desk. A complaint is logged as a ticket, so it uses the same inbox, assignments and history as the rest of your support work. Because the help desk shares records with the CRM and accounting, whoever handles a complaint about a late delivery or a wrong invoice can check the customer’s deals, quotations and invoices before replying.
From first complaint to fair answer.
One place for every complaint
Log complaints that come in by phone, email or in person as tickets in a shared inbox, so none stay on paper.
Complaint categories
Group complaints by type, such as billing, delivery or service quality, and see which problems keep coming back.
Urgency you can see
Mark serious complaints as high priority so they are handled first, and move each one through to resolved.
A named owner
Assign each complaint to the person responsible for it, and reassign it when the issue belongs to another team.
The full customer story
See the customer’s past tickets, deals and invoices beside the complaint, so your reply is based on facts, not guesses.
Volume and resolution time
Track how many complaints arrive and how long they take to resolve, so you can tell whether service is improving.
How a complaint moves through Daftarix
- 01
Log the complaint
Record what happened, who complained and when, as a ticket linked to the customer’s record.
- 02
Categorize and prioritize
Choose a category and set the priority, so the most serious complaints are seen first.
- 03
Assign and respond
The owner looks into it, replies in Arabic or English and keeps notes on the ticket as it moves.
- 04
Resolve and learn
Close the complaint once the customer has an answer, then review volumes and resolution times to fix the cause.
What the best complaint handling looks like for businesses in Saudi Arabia
How a complaint is handled often decides whether the customer comes back. These are the basics that make the difference.
- Arabic firstAnswer customers in Arabic on screens that read right to left, with English ready for anyone who prefers it.
- Context before the replySeeing the invoice or deal behind a complaint saves a round of questions and shows the customer you know them.
- Clear ownershipEvery complaint has one responsible person, so nobody assumes someone else is dealing with it.
- Patterns, not just ticketsCategories and resolution times show which problems repeat, so you can fix causes instead of symptoms.
Free complaint management for one user
Handling complaints on your own? Daftarix is lifetime free for one user, with the help desk, CRM and invoicing included. When your team grows, talk to us and we will suggest a plan.
Start freeGood questions. Simple answers.
What should a complaint management system include?
At minimum: one place to log complaints, a category and priority for each, a named owner, a status from open to resolved, the customer’s history, and reports on volume and resolution time. Daftarix covers these through its help desk.
Is Daftarix a dedicated complaints tool?
Daftarix handles complaints through its help desk, so each complaint is a ticket with a category, priority, owner and status. That keeps complaints next to your sales and invoicing records instead of in a separate tool.
Can we manage complaints in Arabic?
Yes. Your team can log complaints, add notes and reply in Arabic or English, and the interface uses a full right-to-left layout for anyone working in Arabic.
How do I track complaint resolution time?
Each complaint ticket keeps a record of when it was opened, answered and resolved. Daftarix reports on complaint volume and resolution time, so you can see how quickly your team closes complaints and where they slow down.
Is the complaint management system free?
Daftarix is lifetime free for one user, and the help desk that handles complaints is included alongside the CRM and accounting. For a team, ask us for pricing.
Can we see the customer’s invoices while handling a complaint?
Yes. The complaint ticket is linked to the customer record, so the person handling it can see that customer’s invoices, quotations and deals in the same place and refer to them in the reply.
More connected. More possible.
Discover what sales, invoicing, and support can look like together.