Resolve (Service Desk) Support Components User Guide
Category: Customer Support & Service Desk
Surface: Resolve (servicedesk)
Purpose: These components power your customer-facing help center, knowledge base search, ticket submission forms, support thread status trackers, and service health dashboards.
Every row in the palette carries a ? button that opens that component's own help: overview, mental model, when to use it versus the alternatives, a complete property reference, worked recipes, accessibility and translation notes, gotchas, troubleshooting and an FAQ. It ships with the build, so it can never drift from the component you are configuring.
This guide is the map — which block to reach for and how they combine. The ? is the manual for each one.
A page's page type decides which blocks it is offered. If a component named here is missing from your palette, the page type is why — not a missing permission. See Visual Builder mode.
1. Knowledge Base Search Bar (sd_kb_search)
Renders a prominent search input allowing support visitors to search your knowledge base articles.
A. Knowledge Base Search (sd_kb_search)
B. Knowledge Base Article (sd_kb_article)
UI Controls & Options
| Field Label | Control Type | Options / Inputs | Purpose & Live Effect | Data Source Origin |
|---|---|---|---|---|
| Search Placeholder | Text Input | Plain text (e.g., Search help articles, guides, or FAQs...) | Text prompt displayed inside empty search input bar. | Typed by user. |
| Popular Search Tags | Text Input / Tags | Comma-separated tags (e.g., Returns, Shipping, Invoices) | Displays quick-click search tag pills beneath the search bar. | Typed by user. |
| Show "Submit Ticket" Button | Toggle Switch | On / Off | Displays a prominent "Open a Ticket" button next to search bar. | Toggle (Default: On). |
2. Ticket Submission & Management Suite
A. Support Ticket Form (sd_ticket_form)
UI Controls
| Field Label | Control Type | Options / Inputs | Purpose & Live Effect | Data Source Origin |
|---|---|---|---|---|
| Allowed Support Departments | Multi-Select Checkbox | List of active support departments (e.g., Billing, Technical Support, Sales) | Selects which departments customers can submit tickets to. | Populates from Resolve ➔ Settings ➔ Departments. |
| Require File Attachments | Toggle Switch | On / Off | Makes document/image attachments optional or mandatory. | Toggle (Default: Off). |
| Success Message | Text Area | Formatted text (e.g., Thanks! Your ticket #ID has been received.) | Confirmation message displayed after ticket submission. | Typed by user. |
Displays a logged-in customer's active and resolved support tickets.
UI Controls
| Field Label | Control Type | Options / Inputs | Purpose & Live Effect |
|---|---|---|---|
| Default Ticket Filter | Dropdown Selector | • All Tickets • Open & In-Progress • Resolved / Closed | Controls initial tab view shown to customers. |
| Show Ticket Priority Badge | Toggle Switch | On / Off | Displays color-coded priority badges (Low, Medium, High, Urgent). |
| Tickets Per Page | Dropdown Selector | • 5 • 10 • 25 • 50 | Sets pagination row count. |
4. Service Health Dashboard (sd_service_health)
Displays live system uptime status and service health indicators.
UI Controls
| Field Label | Control Type | Options / Inputs | Purpose & Live Effect | Data Source Origin |
|---|---|---|---|---|
| Show Uptime Percentage | Toggle Switch | On / Off | Displays overall 90-day system uptime percentage (e.g. 99.98%). | Populates from Resolve ➔ Status Monitor. |
| Incident History Days | Dropdown Selector | • 7 Days • 30 Days • 90 Days | Controls how many past days of incident history display. | System monitor configuration. |