47 docs tagged with "resolve"

Route View the Agent Performance analytics tab (workload, resolution, FCR, AHT, CSAT per agent).

Everything an agent touches during a shift. All of it is project-scoped — pick a project in the

Route Manage Helpdesk Settings

Route AI Governance

Resolve uses AI in two distinct ways, and it is worth separating them because the risks differ.

Route Manage Helpdesk Settings

Route: /org/resolve/settings?tab=api_integration

Route Manage Helpdesk Settings

Route Manage Helpdesk Settings

Route Manage Helpdesk Settings

Route View the Channels & CSAT analytics tab (source mix, category hotspots, CSAT trend).

Route Manage Helpdesk Settings

Resolve is built on ITIL vocabulary. Two sets of terms cause most of the confusion, and the app

Route Manage Helpdesk Settings

Route Manage Helpdesk Settings

Route View the Executive analytics dashboard (SLA, MTTR, CSAT, channels, cost per ticket, problems, change success, KB effectiveness).

Route View executive Service Desk telemetry dashboards.

What you are setting up

Route Allows viewing Integration Telemetry charts and settings

Route Manage Helpdesk Settings

Route View change requests and release status

Route View problem cards and root-cause details

Route: /org/knowledgebase

Route Manage Helpdesk Settings

Route View the My Performance analytics tab (own queue, resolved trend, MTTR, FCR, CSAT, AHT — caller's tickets only).

Route /support/requests)

Package: pkgorbitresolve — Orbit Resolve AI Service Desk

Navigation Path: Sidebar → Experience Manager → Project (the amber-bordered panel)

Route View the release board and release status.

Route Open the Resolve report builder (view) / Manage saved reports

Route Browse and submit service catalog requests.

Route Read Tickets & SLAs

Category: Customer Support & Service Desk

Route any one of the seven tab permissions

Route: /cockpit — the Orbit Command Center

Route Manage Helpdesk Settings

Route Author and manage the service catalog.

Permission: Approve or Reject Service Request

Route View the SLA & Compliance analytics tab (breach rate, FRT/resolution trends, OLA/vendor).

Route Manage Helpdesk Settings

Route Manage Helpdesk Settings

Route Storefront Support Lite

Route View the Team Manager analytics dashboard (volume, backlog, workload, leaderboard, bounce rate, SLA breach split, category treemap).

Route Manage Helpdesk Settings

Routeid · Permission: Read Tickets & SLAs

Route View the Ticket Overview analytics tab (volume, status, priority, backlog age).

Route Manage Helpdesk Settings