# Complaint Tracking From First Email to Resolved

Source: https://maito.app/workflows/track-every-customer-complaint-to-resolution

Maito turns each complaint into a case with one owner, a deadline and a drafted reply for approval, so none sit unanswered or get promised inconsistently.

Each complaint gets one owner, a deadline and a recorded remedy, so none sit unanswered or get promised inconsistently.

[Customer support](https://maito.app/workflows/team/customer-support) · [Home services](https://maito.app/workflows/industry/home-services) · When something happens · Updated October 19, 2026

Works with

-   Slack
-   Email
-   Gmail
-   Microsoft 365
-   Superhuman Mail
-   [HubSpot](https://maito.app/workflows/tool/hubspot)
-   [Salesforce](https://maito.app/workflows/tool/salesforce)
-   [Attio](https://maito.app/workflows/tool/attio)
-   [Pipedrive](https://maito.app/workflows/tool/pipedrive)

## How do you track a customer complaint to resolution?

To track a customer complaint to resolution, forward complaints to Maito by email or text. It opens a case in your CRM, suggests an owner, sets a deadline and drafts a reply for approval in Slack. The remedy is recorded on the case, so nothing sits unanswered.

## How it's done today

Complaints arrive by email, text and reviews, get answered differently and nobody owns the fix.

## What Maito does

1.  Open a case for each complaint
2.  Classify the issue
3.  Assign an owner and deadline
4.  Draft a reply and track the remedy to closure

## Example

Loop run: New email · complaint@northstar.example

**Maito** (8:05 AM):

New complaint, case C-0142.

**Customer:** Dee Harmon, 41 Alder St. **Job:** water heater flush on Oct 17, invoice $240.  
**Issue:** water still cold in the morning. She also says the technician arrived 90 minutes late with no text.  
**Suggested owner:** Sam, deadline Oct 21.

Catch: this is her second contact in 30 days. On Sep 24 she asked about the same heater and got a quote, not a visit. Source: CRM history and her email.

Draft reply is ready. It apologizes for the delay and offers a return visit, with no refund promised.

**Sam** (8:20 AM):

I'll take it. Add a note that a $60 credit is fine if the return visit fixes nothing.

**Maito** (8:21 AM):

Noted on C-0142, with the credit marked as approved by you. I've left the draft in your inbox to review and send. I'll check Oct 21 that the visit is booked.

## How to set it up

When something happens Track every customer complaint to resolution

Ask your agent

“When an email or text sounds like a complaint, open a case in the CRM, pick an owner, set a 2 day deadline and draft a reply for approval. Post it in #support.”

Connect email

-   Gmail
-   Microsoft 365
-   Superhuman Mail

Connect CRM

-   HubSpot
-   Salesforce
-   Attio
-   Pipedrive

Connect SMS

-   Twilio

Not connected yet? Your agent sends you a link to sign in.

## What it won't do

Maito can't decide the remedy or authorize a refund. It records the case and holds the draft for a person.

## Questions

### Which channels does it read?

Email at your workspace address, and text through Twilio, with cases logged in HubSpot, Salesforce, Attio or Pipedrive.

### Does it reply to the customer?

It drafts the reply. Refunds, promises and anything sent to the customer wait for a person to approve.

### Can it set different deadlines?

Yes. Tell it, for example, that urgent leaks get 4 hours, and it applies the rule.

## More customer support workflows

-   [Draft replies to tickets you've solved before When a question has been answered before, get a draft reply from that answer. Customer support · When something happens Works with Intercom, Pylon, Notion.](https://maito.app/workflows/draft-replies-to-tickets-youve-solved-before)
-   [Spot recurring issues early Group tickets by cause so a new problem shows up before it's a flood. Customer support · On a schedule Works with Intercom, Pylon.](https://maito.app/workflows/spot-recurring-issues-early)
-   [Daily escalations view See every escalated or at-risk ticket in one message each morning. Customer support · On a schedule Works with Intercom, Pylon, HubSpot, Salesforce.](https://maito.app/workflows/daily-escalations-view)
-   [Reproduce a bug from a customer report Turn "it's broken" into exact steps, a recording and a bug report engineers can use. Customer support · When something happens Works with Linear, Jira.](https://maito.app/workflows/reproduce-a-bug-from-a-customer-report)
-   [Answer "how does this work?" from the code Support gets the real answer from the product, not from an outdated doc. Customer support · When you ask Works with Notion, Confluence.](https://maito.app/workflows/answer-how-does-this-work-from-the-code)
-   [Keep help articles current after a release After each release, find help articles that no longer match the product and draft fixes. Customer support · When something happens Works with Intercom, Notion.](https://maito.app/workflows/keep-help-articles-current-after-a-release)

[See all workflows](https://maito.app/workflows)

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