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.

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

Writing the Email #

1. Select the Emails tab.

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

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.

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.

Related Articles #

• Creating a Complaint
• Email Log Viewer