A complaint management system is software that captures, tracks, routes, and resolves complaints and support requests from customers or internal staff. It covers ticket submission, complaint status tracking, department-wise assignment, response management, and reporting — ensuring nothing is missed and every issue reaches resolution.

IT help desk management in an ERP is the internal ticketing system that allows employees to raise IT support requests, track their ticket status, and receive responses from the IT or admin support team — all within the same platform used for day-to-day business operations.

Customer complaint management handles external issues raised by customers — product faults, service failures, or billing disputes. IT help desk management handles internal requests from employees — technical issues, software access, or admin queries. QalbERP covers both within a single complaint management system.

Every ticket submitted in QalbERP gets a unique reference and a live status — open, in progress, pending, or resolved. Customers and employees can check their complaint status at any time, and the support team receives automated alerts for overdue or escalated tickets.

Yes. QalbERP routes tickets to the appropriate department automatically or manually. Each department sees only its own queue, keeping workloads clean and reducing cross-team confusion.