Category
Knowledge articles for lodging, tracking, updating, and understanding complaint cases.
How to Lodge a ComplaintUse Lodge Complaint when you want Astrigate to formally receive, track, and work on an issue.Open Lodge Complaint from the portal.Provide your personal or organization details if requested.Enter a short subject that summarizes the issue.Describe the issue clearly, including what happened and whe...
Information Needed for a ComplaintProvide enough information for the support team to understand and act on the complaint. Useful details include your name, email, phone number, organization where applicable, subject, description, complaint type, dates, affected people, affected service, evidence, and preferred contact ...
How to Track a ComplaintUse Track Complaints when you already have a complaint or case reference number.Open Track Complaints from the portal.Enter the full complaint reference exactly as it was given.Submit the search.Review the safe status information shown by the system.If the assistant is asked to track a complaint...
Complaint Reference FormatComplaint references in the platform commonly use a case-style format such as CS-YYYYMMDD-XXXX. Example: CS-20260513-C4D1.Always keep the full reference number. If you contact support, include the complete reference so the team can identify the complaint quickly.
Complaint Statuses ExplainedNew: The complaint has been created and is waiting for action.Reviewed: The complaint has been reviewed or recommended forward.In-Progress: A team member is working on the complaint.Resolved: A resolution has been entered and may be awaiting final approval.Closed: The complaint has been comp...
Complaint Updates and NotificationsThe system can notify users when a complaint is created, assigned, updated, resolved, approved, rejected, or closed, depending on the configured notification channels.Users should provide accurate email and phone details. If a user does not receive messages, they should check spam fol...
Attachments and EvidenceAttachments help support teams understand a complaint faster. Useful attachments include screenshots, receipts, forms, letters, ID-related documents when required, transaction records, emails, and any proof connected to the complaint.Do not upload unrelated confidential documents. Only attach fi...
When to Escalate to a Human AgentEscalate to a human agent when the complaint is urgent, sensitive, legal, payment-related, identity-related, security-related, or when the assistant cannot answer confidently.The assistant should collect the user's summary, contact details, complaint type, reference number if available,...
Common Complaint ExamplesUsers may lodge complaints about service delays, access problems, unresolved support requests, document issues, payment concerns, technical faults, poor communication, incorrect records, or any issue that needs structured follow-up.The best complaint is specific: what happened, who was involved...