Service Requests & Complaints

Track customer requests, complaints, feedback and reviews to closure with category, priority, owner, SLA, escalation, resolution codes, reopen control and CSAT — on an immutable activity history.

CRM-06 UX-02

Open cases

9 complaints · 12 requests · 3 feedback

SLA breached

1 × P1 escalated to manager

Median resolution

9.6 h

Target: P1 4h · P2 24h · P3 72h

CSAT (30d)

4.2 / 5

118 surveys returned

Reopen rate (30d)

4.1%

▼ 1.2 pts vs June

SLA queue — open and recent cases

Sorted by SLA risk

Case	Customer	Category	Priority	Owner	Status	SLA	Escalation	Resolution code	Reopens	CSAT
SR-2026-0402 Portal · 17 Jul 08:02	Amina Noor	Complaint · Billing dispute	P1 High	LHLayla Hassan	Escalated	Breached +2h 40m	Level 2 → Rashid Al Farsi (12:02)	—	0	—
SR-2026-0403 Tenant portal · 17 Jul 11:47	Tenant · PR-B-0704 (T-88●●)	Complaint · Maintenance delay	P2 Medium	Unassigned	New	22h 13m left	—	—	0	—
SR-2026-0398 Email · 16 Jul 15:10	Falcon Trading FZ-LLC	Request · Statement of account copy	P3 Low	DCDaniel Chen	In progress	71% elapsed	—	—	0	—
SR-2026-0396 Call center · 16 Jul 09:22	Tenant · PR-A-0902 (T-41●●)	Complaint · AC not cooling — handed to WO-2026-1187	P2 Medium	OHOmar Haddad	In progress	38% elapsed	—	—	0	—
SR-2026-0391 Portal · 14 Jul 17:40 · restricted visibility	Customer C-73●●	Complaint · Agent conduct	P2 Medium	RFRashid Al Farsi	Reopened	Restarted — 61% elapsed	Level 1 (reopen #2 rule)	—	2	2 / 5
SR-2026-0389 WhatsApp · 14 Jul 10:05	Amina Noor	Request · Payment plan clarification	P3 Low	OHOmar Haddad	Resolved	Met — 6h 12m	—	RES-02 Information provided	0	5 / 5
SR-2026-0387 Email · 13 Jul 12:30	Prime Link Realty (broker)	Request · Commission split revision	P3 Low	RFRashid Al Farsi	Rejected	Met	—	RES-04 Rejected — out of scope (reason recorded)	0	—
SR-2026-0385 Portal · 12 Jul 16:55	Noor Development Group	Request · Handover snag list review	P2 Medium	EPElena Petrova	Awaiting customer	SLA paused	—	—	0	—
SR-2026-0380 Call center · 10 Jul 09:15	Tenant · PR-B-1508 (T-56●●)	Complaint · Parking access card	P2 Medium	LHLayla Hassan	Closed	Met — 18h 40m	—	RES-01 Resolved — corrected	0	4 / 5
SR-2026-0377 Email · 09 Jul 14:08	Customer C-51●●	Feedback · Viewing experience review	P3 Low	OHOmar Haddad	Closed	Met	—	RES-02 Information provided	0	5 / 5

Case SR-2026-0402 — immutable activity history

Append-only

17 Jul 08:02 · Tenant portal

Case created by customer (Amina Noor)

Category: Complaint · Billing dispute — “Invoice INV-2026-0871 charges a second admin fee of AED 525.00.” Attachment: INV-2026-0871.pdf
17 Jul 08:02 · System

Auto-acknowledgement sent (EN) · SLA timer started

P1 target: resolve within 4h → due 12:02.
17 Jul 08:19 · Rashid Al Farsi

Triage: priority set P1 · assigned Layla Hassan

Reason: financial dispute on active deal DL-2026-0142.
17 Jul 10:41 · Layla Hassan

Update: fee traced to duplicate posting — finance review requested

Linked invoice workspace · awaiting Daniel Chen confirmation.
17 Jul 12:02 · System

SLA breached — escalation Level 2

Rashid Al Farsi notified · breach event published to reporting (RPT feed). This entry cannot be edited or deleted.
17 Jul 12:15 · Rashid Al Farsi

Escalation acknowledged · recovery plan recorded

Credit note draft requested; customer called with interim update at 12:20.

Resolution codes (governed list v3)

Code	Meaning	Requires
`RES-01`	Resolved — corrected	Root-cause note
`RES-02`	Information provided	—
`RES-03`	Duplicate of another case	Linked case ref
`RES-04`	Rejected — out of scope	Reason + customer notice
`RES-05`	Withdrawn by customer	Customer confirmation
`RES-06`	Goodwill gesture	Manager approval (SoD)

Reopen case SR-2026-0389

Reopen reason *

Static render mockup — no live data. Source: ERP Modern Development Specification v2.0 · Covers: CRM-06 (service requests, complaints, SLA, escalation, reopening, CSAT, immutable history). Related: Tenant Portal · Maintenance Workflow · Customer 360.