SAAR Complaints gives each ticket an SLA target from the rule that matches its category and priority, warns before the deadline, and escalates on its own when the deadline passes. It was a module inside SAAR Quote; it is now its own product.
A rule matches a category and a priority and fixes a resolve-within window. A warning threshold on the rule decides when a ticket turns amber, before it turns red.
Warning, breach and extended breach each escalate to a target you choose — the assignee’s team lead, the department head or a super admin. A scheduled sweep fires them; nobody has to watch a clock.
Ten statuses from New through Assigned, Acknowledged, In Progress, waiting on the customer or an internal team, Resolved, Closed, Reopened and Cancelled — with the legal transitions enforced in code, not left to a dropdown.
Close a ticket and the customer can rate it and leave feedback. Dashboards cover SLA performance, ageing, satisfaction and trend, broken down by priority, category, assignee, branch and department.
Raise a ticket against a customer, a branch and a contact, with a category, a priority and any attachments.
The category’s default department, assignee and priority fill themselves in; change any of them and the ticket is reassigned on record.
The matching SLA rule sets the due time. Internal notes stay internal; customer updates are a separate, visible timeline.
Record a resolution type and remarks, close the ticket, and collect a satisfaction rating. A reopened ticket keeps its count.
No. You configure SLA rules once against a category and a priority, and the matching rule sets the due time when the ticket is raised.
A scheduled sweep runs every ten minutes. It raises the warning at your threshold, the breach at the deadline and an extended breach after the extra hours on the rule, escalating each to the target on the rule. The sweep is safe to run twice — it escalates once.
No. Internal notes and internal attachments are separate from customer updates, and only the customer timeline is meant to be shared.
It was. Complaint management has moved out into this product; SAAR Quote is now quotations and the sales pipeline only.
SLA targets, an escalation ladder that fires itself, and a satisfaction rating at the end of it.
SAAR Complaints