Manage and resolve your customers’ issues

Handle your customers’ requests and problems without losing control. Our Issues module lets you log every case, assign owners, and track it through to resolution, all from a centralized platform.

An issue is anything that went wrong with a customer: a complaint, a delivery that arrived damaged, an installation that didn't work. It needs to end up as a dated, described case on record, not just something mentioned on a call or in a chat nobody reopens.

The cost of not logging it isn't just the customer's bad experience: it's the same issue getting reported twice, by two different people, because nobody knew it was already being handled, or someone promising a fix date that nobody else remembers or honors afterward. Without a record that has a clear owner and a status, the information lives only in whoever handled the case's memory, and it disappears the moment that person changes shifts, goes on vacation, or leaves the company.

An owner and a status, not a loose conversation

Every issue you log in Cretia gets an assigned owner and a status (open, in progress, or resolved), so anyone on your team can see where it stands without having to ask whoever originally handled it or wait for them to be back from a day off.

The full history of changes and comments on each case is saved alongside the issue, so if a customer writes back three weeks later, you can see exactly what was said and promised instead of reconstructing it from memory or discovering that nobody on the team remembers what they're talking about.

You can also set a priority on each case so your team handles the urgent ones first, like a damaged delivery for an important client or a failure that's stopping them from operating, instead of working through cases in whatever order they happened to arrive.

Since every issue stays linked to the customer who reported it, you can review that history from the same contact in your CRM, without switching screens or asking someone else on the team to summarize what already happened.

And if you need to let the customer know their case moved forward or got resolved, you can do that from the communication module without leaving the platform to put the message together.