If you’ve worked in IT support for more than a week, you know that even reliable systems sometimes fail. And when they do, users (your internal customers) feel the pain. That’s when they turn to the service desk and rely on you to handle customer complaints swiftly and simply.
There’s no one perfect way to handle complaints, but there are definitely wrong ways. This guide breaks down a modern, ITSM-aligned approach to complaint management, plus key pitfalls to avoid. With service expectations at an all-time high (see the 2024 SolarWinds State of ITSM Report), turning a negative interaction into a trust-building opportunity is more important than ever.
Why complaint handling matters in ITSM
User complaints are more than just momentary frustrations—they’re feedback. They reveal gaps in your processes, opportunities to improve, and risks to user trust.
In today's hybrid environments, how your team handles complaints can directly impact service desk performance and employee experience. A structured, flexible complaint-handling process can make all the difference.
Steps to handle user complaints effectively
Whether the issue comes through chat, ticket, or a walk-up interaction, these best practices can help your IT team resolve complaints with empathy and consistency:
1. Acknowledge and introduce: Always identify yourself and your role in resolving the issue. It sets a professional tone and builds trust from the start.
2. Listen actively: Let the user explain what happened without interruption. Ask clarifying questions. Often, users want to feel heard as much as they want a fix.
3. Confirm expectations: Clarify what outcome the user is hoping for. Sometimes the issue is more about response time or lack of communication than a specific technical failure.
4. Be transparent: Set clear, realistic expectations about what will happen next. If the fix will take time or require escalation, let them know.
5. Loop in the right people: Escalate or involve other teams as needed—but make sure ownership of the issue remains clear. Avoid making users chase down answers.
6. Document everything: Track the customer complaints in your service desk system, including next steps and any feedback from the user. This helps spot patterns over time.
7. Follow up: Whether the issue is resolved or still in progress, checking in shows the user you care. It’s often the difference between satisfaction and frustration.
What not to do when managing complaints
Even experienced IT teams can fall into habits that damage trust. Here’s what to avoid:
Dismissing the user’s concerns: Telling someone their issue isn’t a big deal doesn’t make them feel better—it makes them feel ignored.
Overpromising results: Don’t commit to fixes or timelines you can’t control. It’s better to under promise and overdeliver.
Blaming other teams or tools: Users don’t want excuses; they want help. Stay focused on the solution, not on who is at fault.
Letting tickets go dark: Lack of communication is one of the top drivers of user dissatisfaction. Even a quick update helps maintain trust.
Adapting your approach for today’s support environment
User expectations have shifted. According to the 2024 State of ITSM Report, service teams are under pressure to deliver faster, more personalized support—without burning out.
Here’s how modern IT teams are evolving their complaint-handling strategy:
- Automating follow-ups to ensure no issue goes cold
- Using feedback surveys to track sentiment over time
- Providing soft skills training alongside technical education
- Connecting complaint data to service improvement initiatives
A modern ITSM solution like SolarWinds® Service Desk supports all of the above, helping teams close the loop faster and learn from every complaint.
Turning dissatisfaction into opportunity
If handled well, customer complaints can strengthen the relationship between IT and users. It’s your chance to show empathy, deliver transparency, and reinforce confidence in the support experience. Put simply: it’s not just about fixing what’s broken—it’s about proving your team is here to help.
Want to see how SolarWinds can help you take your service desk to the next level? Explore SolarWinds Service Desk
