Resolver · ticketing
Raise a ticket.
Start a process.
Resolver captures problems where they happen, from a failed job to a self-service request, and gives each a ticket with the context already attached. Queues route it, SLA policies time it, and a queue can start a Chain the moment a ticket is created.
Tickets that write themselves
Context first, before anyone asks for it.
Captured, not reported
Failures in the platform's own moving parts, such as scheduled jobs, mailboxes, reactions, connection tests and stream consumers, raise a ticket with the error attached.
Deduplicated
A repeat of the same problem joins the existing ticket and bumps its occurrence count instead of opening a twin, so a flapping job is one ticket, not two hundred.
Self-service requests
People can file a ticket from inside the product, and browser-reported errors arrive the same way, with structured context attached (never secrets).
Full detail page
Status, assignee, resolution and comments, with links back to the run or record that caused it.
Always on
Internal error capture is a direct in-process write, so it keeps working regardless of which Resolver features are licensed.
Rialto widget
A Resolver queue widget on the Home canvas keeps the queue in view alongside your dashboards.
Route it. Time it. Work it.
Queues, SLAs and boards that you shape.
Queues
raise → runRoute new tickets to a group by area, category or severity. A queue can auto-start a Chain when a ticket lands.
SLA policies
Set due dates by queue, category, severity or priority, with escalation levels that notify in-app, by email, in Teams, or by starting a Chain.
Workflow boards
Each queue has its own columns. Add, rename and reorder stages, each mapped to a canonical status so reporting stays comparable.
Drag to progress
Move a ticket across the board to change its stage. Each stage maps to one of seven canonical statuses.
Chains close the loop
Because a ticket can start a Chain, an incident can, for example, gather evidence, ask for approval in the Inbox and apply the fix, under the same governance as everything else.
Groups as queues
A queue is a group, so queue membership reuses the platform’s existing group management and permissions instead of a parallel team model.
Alongside the ITSM you already run
Two-way sync, when you want it.
Resolver stands on its own. The ITSM Sync add-on connects it to the system your service desk already lives in.
Jira
Tickets and their changes are synchronized in both directions.
ServiceNow
Keep incidents in step without asking anyone to double-key.
Zendesk
Zendesk tickets and Resolver tickets stay linked.
Turn incidents into processes.
We'll wire a queue to a Chain and show a ticket run the process end to end.