Complaint Management Database Template

Overview

This template helps support teams organize, track, and resolve customer grievances efficiently. It connects complaints to specific products and customers, ensuring every issue is captured, assigned to an agent, and followed through to specific resolution steps.

The system centralizes data across four connected tables: Users (for agents and customers), Products, Complaints, and Resolution Steps. Key fields like "Status," "Urgency Level," and relational links allow agents to track the entire lifecycle of a ticket, while the Products table automatically rolls up total complaint counts to highlight recurring quality issues.

Included AI-ready fields automatically analyze the "Sentiment" of a complaint description and generate a "Suggested Response," helping agents prioritize critical issues and reply with empathy and speed.

Why use this Complaint Management database (instead of spreadsheets)

The power of Softr Databases

Spreadsheets often struggle with tracking complex relationships between tickets, customers, and product inventories, leading to scattered data. Softr Databases use a native relational structure that links tickets directly to specific customers and products without fragile VLOOKUPs. This structure enforces data integrity—ensuring every resolution action is permanently tied to its parent complaint—and supports scalable views as your ticket volume grows.

Core features and functionality

This template goes beyond simple logging by leveraging Database AI agents to assess customer sentiment (e.g., Angry, Frustrated) and draft suggested responses instantly. Additionally, the dedicated Resolution Steps table allows you to log granular actions—like emails sent or refunds issued—creating a complete audit trail for every case.

Who is this Complaint Management database for

This template is designed for teams that need to maintain high service standards:

• Customer Support Teams: Track ticket status, urgency, and ownership to ensure SLAs are met.
• Product Managers: Monitor complaint volume per product SKU to identify defect trends.
• Quality Assurance Leads: Review resolution steps and agent responses to improve service quality.
• Operations Managers: Centralize communication logs and maintain a clean audit trail of all actions.

How to take it further

1. Customize the database

Since this is a native Softr Database, you can easily adapt it to your specific support workflow. For example, add a "Refund Amount" currency field to the Resolution Steps table or modify the "Urgency Level" select options to match your internal priority codes.

2. Import your existing data

Get started immediately by importing your current ticket logs or customer lists via CSV. You can also use the API to sync new orders or products from your e-commerce platform directly into the Products table.

3. Build an app on top

Turn this database into a secure client portal using the interface builder. You can allow customers to log in, submit new complaints, and view the status of their own tickets without seeing anyone else's data. Use users and permissions to define detailed access rules, giving Support Agents edit rights while restricting customers to "create only" or "read own" access.