Complaint Management Database Template

Overview

This complaint management database helps you capture, track, and resolve customer complaints systematically. Instead of losing details in email threads or disconnected files, everything lives in one structured system: customer information, complaint details, assigned agents, resolution steps, and product associations.

The database centers around four connected tables: Complaints tracks ticket IDs, status, urgency, and sentiment; Users manages customers, support agents, and admins with their assigned workload; Products links complaints to specific items or services; and Resolution Steps logs every action taken to close a ticket. Related records connect these tables automatically—when you assign an agent to a complaint, it appears in their workload; when you log a resolution step, it links back to the ticket.

AI features enhance efficiency: Sentiment Analysis categorizes tone (Angry, Frustrated, Neutral, Constructive) so agents prioritize emotional context, while Suggested Response generates draft replies based on complaint content, saving time and maintaining consistency.

Why choose a complaint management database over Google Sheets

Google Sheets forces you into a flat structure where tracking relationships between complaints, customers, agents, products, and resolution steps becomes messy fast. You end up with multiple tabs, fragile VLOOKUPs that break when data moves, and mixed data types in columns (dates next to comments, statuses mixed with notes). Navigation becomes painful as complaints accumulate, and filtering or saving views requires constant manual work.

The power of Softr Databases

Softr Databases enforce proper structure with typed columns: select fields for status and urgency, datetime stamps for creation and resolution dates, linked records connecting complaints to customers and agents. Instead of fragile VLOOKUPs, native relations between tables mean assigning an agent to a complaint automatically updates their workload view, and linking resolution steps shows complete ticket history instantly. The one table = one object principle keeps your data clean and app-ready, with rollups calculating total complaints per product without formulas breaking.

Core features and functionality

This database tracks complaint lifecycle from submission to closure: status progression (New → In Review → In Progress → Resolved → Closed), urgency levels prioritizing critical issues, and complete resolution audit trails logging every action taken. Database AI agents analyze sentiment and draft responses automatically, while related records surface patterns—like which products generate the most complaints or which agents handle high-urgency tickets fastest—enabling proactive improvements to products and support processes.

Who is this complaint management database for

This database helps teams handle customer issues systematically:

• Customer support teams: Route tickets efficiently, track agent workload, and ensure nothing falls through cracks.
• Product managers: Analyze complaint patterns by product, identify recurring issues, and prioritize fixes based on data.
• Operations leaders: Monitor resolution times, audit compliance, and maintain complete records for regulatory requirements.
• Small business owners: Centralize customer feedback, manage follow-ups, and turn complaints into improvement opportunities without technical overhead.

How to take it further

Customize the database. Adjust the Status field values to match your workflow stages (e.g., add "Escalated" or "Awaiting Customer"), modify Action Type choices in Resolution Steps to reflect your support channels (live chat, Slack, video call), or add custom fields like SLA deadline or refund amount to track specific metrics your team needs.

Import your existing data. Upload complaints from spreadsheets via CSV to migrate historical tickets instantly, or use the API to sync complaints automatically from helpdesk tools, contact forms, or CRM systems—connecting directly to real-time data without manual entry.

Build an app on top. For internal teams, create a support agent portal where agents see only their assigned complaints with filtering by urgency and status, submit resolution updates directly, and access complete ticket history. For customers, build a self-service portal where they submit complaints through forms with user permissions showing only their own tickets and updates—while agents and admins see cross-customer views and analytics. Softr's interface builder lets you design full-stack apps (Database + Interface + Workflows) all connected seamlessly. A well-structured database like this one makes building interfaces straightforward: proper relationships between complaints, users, and products mean dashboards, filters, and permission rules work naturally without complex workarounds.