---
title: Complaint Emails
description: You can send an email about a complaint from inside the complaint record, for example to update the customer. Each email uses a trigger, which is an email template set up for the Complaints module, and adds your own text…
url: "https://support.symbiant.co.uk/kb/32166/"
updated: "2026-10-30"
category: Complaint Basics
tags:
  - Triggers
  - Updating
---

# Complaint Emails

You can send an email about a complaint from inside the complaint record, for example to update the customer. Each email uses a trigger, which is an email template set up for the Complaints module, and adds your own text to it. Sent emails are kept on the record.

**Note:** **Applies to:** users who can edit the complaint. The triggers you can choose from must be set up first. Contact Symbiant Support for help setting up complaint triggers.

## Opening the Complaint

1. In the left menu, select **Complaints**.

![Complaints selected in the left menu](https://support.symbiant.co.uk/wp-content/uploads/2026/10/complaint-emails-01-menu.png)

1. Select the complaint you want to send an email about.

![A complaint selected in the Complaints list](https://support.symbiant.co.uk/wp-content/uploads/2026/10/complaint-emails-02-record.png)

## Writing the Email

1. Select the **Emails** tab.

![The Emails tab on a complaint](https://support.symbiant.co.uk/wp-content/uploads/2026/10/complaint-emails-03-tab.png)

1. In **Select which Trigger (Email) to Send**, choose the email you want to send.
2. Enter your message in **Enter Custom Email Text**. This text is added to the trigger's email template.

![The trigger drop-down and the custom email text box](https://support.symbiant.co.uk/wp-content/uploads/2026/10/complaint-emails-04-trigger.png)

**Tip:** If the trigger drop-down shows "No results match", no complaint triggers have been set up yet.

## Sending the Email

1. Click **Save** at the top right to save and close the record, or **Save and Edit** (the pencil next to it) to save and stay on the record. The email is sent when the record is saved.

![The Save and Save and Edit buttons at the top right](https://support.symbiant.co.uk/wp-content/uploads/2026/10/complaint-emails-05-save.png)

## Sent Emails

Every email sent from the complaint is listed under **Sent Emails** on the Emails tab. You can search the list, and open or download a sent email.

![The Sent Emails section on the Emails tab](https://support.symbiant.co.uk/wp-content/uploads/2026/10/complaint-emails-06-sent.png)

## Related Articles

- [Creating a Complaint](https://support.symbiant.co.uk/kb/creating-a-complaint/)
- [Email Log Viewer](https://support.symbiant.co.uk/kb/email-log-viewer/)