Understanding the Grievance Redressal App

Understanding the Grievance Redressal App

The grievance redressal app is available from Zoho Desk's Mobile App Gallery. It's a simple, easy-to-use mobile application that connects citizens and their grievances to the responsible officers. 


Citizens can use the app to file tickets from anywhere, at any time, even from the site of the issue. For example, if a citizen spots an open manhole on the road, they can instantly report it to the relevant authorities through the app along with images for additional context. They can do this without registering to maintain anonymity or after creating an account. By logging in, they can track complaint status, read FAQs, and receive official announcements. 


When accessed using agent credentials, the app reveals its contextual ticketing workspace, enabling officers to view and resolve public grievances. The app serves as a bridge between the public and the government, strengthening their relationship.

Grievance Portal for Citizens

Login


  1. Citizens can log in using their phone number. 
  2. A secure OTP-based authentication ensures safe and verified access.

Citizen Home



View all services in one place
  1. File complaints instantly from wherever you are. 
  2. Track the status of submitted complaints. 
  3. View announcements shared by officials in the community. Authorities can use this space to share important news, alerts, and updates with the public. 
  4. Access a government-maintained repository of solutions to common problems. Citizens can quickly find answers and get their doubts clarified here.

File Complaints




 
Citizens can raise new issues using a simple wizard-like interface.
  1. Scan a QR code to file a complaint.
  2. Choose the appropriate category (e.g., sanitation, utilities, facilities) for efficient routing.
  3. Attach photos, videos, or documents to provide additional details.
  4. QR code scanning prefills the grievance location to ensure accuracy and context.

My Cases



Interact with officers and track complaint status
  1. View the full list of submitted complaints along with their statuses.
  2. Track progress in real time as officers take action.
  3. Access resolution details once the complaint is closed.
  4. Ability to reopen or follow up on unresolved complaints.

Community Forums


Access official announcements and updates
  1. Receive updates about service downtime, power shutdowns, public notices, or policy changes.
  2. Announcements are visible only after logging in.
  3. Helps citizens stay informed without needing separate communication channels.
  4. Ensures transparency between the authorities and citizens.

FAQs



Find answers instantly
  1. Access a self-service database of common questions and issues.
  2. Find answers on your own without help from officials. 

Grievance Redressal App for Agents

Ticket Views & Lists 



View and address complaints by category, status, or priority
  • Access complaints organized by status.
  • Filter by priority, SLA status, or complaint type to triage complaints.
  • Quickly switch between saved views to stay on top of urgent issues.
  • The mobile-optimized layout enables easy scanning of the complaints list.

Ticket Details



Get an in-depth overview of each complaint, with citizen details, updates, and resolution history
  • View full complaint history, including citizen submissions, officer notes, and resolution steps.
  • Attach files, photos, or videos directly from mobile to provide additional context on the issue.
  • Update the complaint status, change ownership, or add internal comments in real time.
 

Reports  



Track performance with mobile-ready reports like Agent Availability, Resolution Time, SLA compliance, and more
  • Track officer performance metrics such as resolution time, first response time, and citizen ratings.
  • Monitor SLA adherence with real-time mobile insights.
  • Access availability data (login/logout, hours worked) to assess team productivity.
  • Identify recurring complaint types or process bottlenecks directly from the app.
 

Notification Center 



View all complaint-related notifications in one place
  • Receive alerts when new complaints are assigned or escalated.
  • Get notified of important status updates (e.g., reopened, SLA violation).
  • Stay updated on announcements or urgent alerts.

Contacts Module



Keep track of ​people you've interacted with
  • Maintain an accessible data base of citizens, social workers, volunteers, NGO representatives, and more. 
  • Get more information about people filing, such as their address, contact details, and interaction history, to resolve issues faster. 
  • Send emails and make calls to your contacts directly from the app. 
The grievance redressal app can accommodate extensive branding and customization. You can purchase the app as it is, or request modifications from the Zoho Desk Mobile App Gallery. 

The app helps government officials effectively handle public grievances and maintain positive relationships with citizens. 

For questions, contact support@zohodesk.com.