Incident management
Employees report problems; agents triage, work and resolve them.
- Impact and urgency set the priority
- Assignment to teams and people
- Internal notes customers never see
- Major incident flag and full history
Features
Every module, in plain terms
What each part of ResolveDesk does today. Anything not built yet is listed at the bottom.
Service requests and catalogue
A service catalogue with the right form for each request.
- Forms validated on the server
- Approval by the requester's manager or named people
- See who a request is with, their contact details and who to escalate to
- Nudge the person holding it; undo a step with a reason everyone can see
Setup that takes minutes
Start from IT help desk templates, import a process from JSON, or describe it in words.
- Ready-made templates with a few settings to fill in
- Preview before anything is saved, export to keep or reuse
- Import people from a spreadsheet and set line managers
- AI drafting when you switch it on; every draft is reviewed first
Policies people read here
Policies and IT guidance read inside the system, with reading time recorded.
- Upload a PDF or write the policy
- Minimum reading time before people confirm
- See who read it, for how long, and remind the rest
- A starter IT knowledge base to adapt
Service levels
Response and resolution targets that count business hours.
- Targets per priority
- Business hours, time zone and holidays
- Clock pauses while you wait for the customer
- Warnings before a breach, alerts at breach
Knowledge base
Answers employees can find and agents can reuse.
- Draft, review, publish and archive
- Audiences for everyone or agents only
- Article feedback and version history
- Suggestions while raising a ticket
Problem management
Fix the cause, not just the symptom.
- Link incidents to a problem
- Record root cause and workaround
- Agents see the workaround on every linked incident
- Known errors and resolution
Change management
Plan changes and get them approved by the right people.
- Standard, normal and emergency changes
- One or two approvals depending on risk
- Overlap warnings and a change calendar
- Back-out plan and outcome recorded
Assets and CMDB
Know what you own and what depends on what.
- Asset register with assignment and warranty list
- Configuration items and relationships
- Impact analysis: what is affected if this fails
- Link configuration items to incidents, problems and changes
Reports and search
See how the desk is doing and find anything quickly.
- Opened, resolved, SLA met, average times
- By priority, category and status
- CSV export of incidents and requests
- One search box that respects permissions
Integrations
Connect the desk to the rest of your tools.
- Email to ticket for people in your organisation
- Signed webhooks with retries, for example to ProcessIQ
- In-app and email notifications
- Optional AI suggestions that a person reviews
People and access
Roles with only the access they need
Eleven built-in roles: organisation owner, administrator, service desk manager, agent, resolver, knowledge manager, approver, change manager, asset manager, auditor and employee. Permissions are enforced on the server for every request, and two-step verification is available to every person.
Not built yet
What is not in the product today
- Single sign-on (SAML/OIDC) and SCIM provisioning
- Online card payments (invoices are paid by bank transfer)
- A native mobile app
- A report builder
- Automatic discovery of assets and configuration items