Welcome to Resolvo 👋
This Learning Center walks you through every feature — from your first issue to queue management, customer portal, knowledge base, API keys, 2FA, and AI-powered analytics.
Log In
Go to / (the app root). Enter your email and password. If you're the platform owner, you'll land on the Owner Dashboard. Brand admins and users land on the main app.
Explore the Dashboard
The dashboard shows your KPIs — open issues, SLA breaches, critical bugs, and resolution rate. Every number is clickable — click any stat to drill down into the exact issues behind it.
Create Your First Issue
Click + New Issue in the top-right. Fill in the title, priority (Critical / High / Medium / Low), module, and assign to a developer. SLA timer starts automatically based on priority.
Move It Through the Pipeline
Status flow: Open → Acknowledged → WIP → Testing → Resolved. Update status by clicking the status badge inside any issue. Each change is logged in the Audit Trail.
Check Reports
Click Reports in the left sidebar. See your personal issue report, all issues, user performance, email ticket stats, heatmap, leaderboard, and volume forecast.
📊 Dashboard
Your command center. See everything that matters at a glance — and drill into any number instantly.
Critical Issues
Count of open issues with Critical priority. Click to see exact list filtered by Critical + Open status.
SLA Breached
Issues that have exceeded their SLA deadline. Click → instant drill-down showing breached issues sorted by how overdue they are.
SLA Compliance %
Percentage of open issues still within SLA. Calculated in real-time — updates every page load.
Avg Resolution Time
Average hours from Open → Resolved across the last 30 days. Drill down to see fastest and slowest resolved issues.
New Tickets
Email support tickets in "new" status waiting for first response. Click → goes directly to the ticket inbox.
Active Users
Users who have logged in or created issues in the last 7 days.
Priority Breakdown Chart
Bar chart showing issue count by priority. Click any bar → see those exact issues in a filtered list inside a modal.
Module Heatmap
Which modules (API, Dashboard, Auth...) have the most open issues. Click any module bar → filtered issue list for that module.
Issues Over Time
Line chart of issues created vs resolved over 30 days. Shows if your team is keeping up with incoming work.
Assignee Workload
Who has the most open issues. Click any agent name → see their specific open issues. Great for rebalancing workload.
🎫 Issues & SLA
The core of Resolvo. Track bugs, feature requests, and tasks with automatic SLA enforcement, assignments, and full audit history.
Click "+ New Issue"
Top-right button on any page. Opens a full-screen creation modal.
Fill Required Fields
Title (required), Priority (Critical/High/Medium/Low), Module (API, Dashboard, Auth...), Description. The SLA hours are set automatically from your SLA config.
Assign & Submit
Assign to a developer, add environment info, impact, and attachments. Click Submit Issue. The assignee receives an email notification instantly.
🔵 Open
Newly created. Not yet seen by the developer. SLA clock running.
🟡 Acknowledged
Developer has seen and accepted the issue. Still working on it.
🔷 WIP
Work in Progress — actively being fixed right now.
🟣 Testing
Fix is done, waiting for QA verification before marking resolved.
✅ Resolved
Fixed and verified. SLA clock stops. Resolution time recorded.
📦 Release Required
Fix ready but waiting for a release/deployment to go live.
| Priority | Default SLA | Visual Indicator |
|---|---|---|
| Critical | 4 hours | Red countdown, always pinned to top |
| High | 8 hours | Orange when <20% time left |
| Medium | 24 hours | Normal until <20% time left |
| Low | 72 hours | Green, relaxed timeline |
Comments & @Mentions
Add comments on any issue. Type @email to mention a user — they get an email notification instantly.
Dependencies
Link issues as "blocked by" or "blocking". The dependency graph shows you what can't start until what is done.
Time Logging
Log hours worked on an issue. Shows on user performance reports for billing and capacity planning.
Post-Mortems
After resolving a critical issue, add a structured post-mortem: root cause, timeline, prevention steps.
Watchers
Any user can watch an issue to get notified of every update, even if they didn't create it.
Revenue Impact
Tag issues with ₹ revenue at risk. The Revenue Dashboard tracks total exposure vs protected.
🗂 Kanban & Sprints
Visual board for your team to drag-and-drop issues through stages. Sprint planning to time-box work into focused 2-week cycles.
Create a Sprint
Click New Sprint. Set sprint name, start date, and end date. Typically 2 weeks.
Add Issues to Sprint
From the issue detail or from the sprint board, assign issues to the active sprint. Issues outside sprints are in the backlog.
Track Velocity
The sprint board shows story points completed vs planned. At sprint end, all unresolved issues are moved to the next sprint or backlog.
Bulk Assign
Select 10 issues → assign all to one developer in one click. Great for onboarding new team members.
Bulk Status Change
Select issues → change status to Resolved, WIP, Testing, etc. for all at once.
Bulk Priority Update
Escalate or de-escalate a group of related issues simultaneously.
Bulk Delete
Remove multiple test/spam issues at once. Admin-only action.
📬 Email Ticketing Inbox
A full Freshdesk-style support inbox built in. Customers email you → tickets appear automatically → you reply from the platform and the reply goes back to their email.
Go to Settings → Email & Ticketing
Admin only. Fill in your Gmail IMAP credentials: email address, app password (not your regular password — generate one in Google Account → Security → App Passwords).
Enable Email Ticketing
Toggle Enabled ON. Resolvo records the current timestamp — only emails received after this moment will be fetched. Your old inbox is never crawled.
Wait for First Ticket
The inbox polls every 5 minutes. Have someone send a test email. It will appear in Ticket Inbox in the sidebar within 5 minutes.
Open the Ticket
Click any ticket row. You see the full conversation thread — customer messages on the left, your replies on the right (like iMessage).
Choose Reply or Internal Note
Reply to Customer — sends an email to the customer. Internal Note — visible only to agents, never sent to customer. Notes are shown in yellow.
Type and Send
Type your reply. Hit Send Reply →. The customer receives it in their email inbox within seconds, with your brand name and ticket reference in the subject.
Update Status
Use the status dropdown in the reply box to change ticket status as you reply. Or click the ✓ Resolve button at the top to mark as resolved and auto-send CSAT.
⚡ Ticket Power Features
Advanced tools that make your support inbox faster and smarter — canned responses, CC threading, watchers, parent/child linking, SLA pause, and full audit DNA.
Create Canned Responses
Go to Settings → ⚡ Canned Responses. Click + New Response. Add a title (e.g. "Thank You"), a shortcut keyword (e.g. thanks), and the full body text.
Insert with / Shortcut
In the reply box of any ticket, type / — a dropdown appears showing all your canned responses. Keep typing to filter: /thanks shows the thank-you response. Press Enter or click to insert.
Or Use the ⚡ Canned Button
Click the ⚡ Canned button below the reply box to browse and search all responses. Click one to insert into the reply box.
Add a CC
In the ticket sidebar, click + CC next to the customer name. Enter the CC email. From now on, every reply you send also goes to the CC address.
Remove a CC
CC emails appear as chips in the sidebar. Click the × on any chip to remove that email from the CC list.
Watch a Ticket
In the ticket sidebar, find the Watchers panel. Click + Watch. You'll now receive email alerts for every reply and status change on this ticket.
Unwatch
Click the 👁 Watching button (shown in green when active) to stop watching.
Link a Parent
In the Linked Tickets panel in the sidebar, click 🔗 Link Parent. Enter the parent ticket ID (e.g. TKT-AB12CD34).
View Children
Open the parent ticket. The sidebar shows all child tickets linked to it. Click any child ID to navigate to it.
Pause SLA
In the SLA & Escalation panel (ticket sidebar), click ⏸ Pause SLA. The timer freezes. A yellow banner appears: "SLA Paused — waiting for customer".
Auto-Resume
When you reply to the ticket (as the agent), the SLA automatically resumes. Or manually click ▶ Resume SLA. The total paused time is added to the SLA deadline.
Open Timeline
In the SLA & Escalation panel, click the 🧬 DNA button. A modal opens showing the complete chronological timeline.
🤖 Ticket Automation
Set it and forget it. Recurring tickets, escalation rules, out-of-office auto-replies, and templates with required fields — Resolvo works for you even when you're away.
Create a Rule
Click + New Rule. Set: Name (e.g. "2h no response"), Trigger After (e.g. 2 hours), Action (Notify by email), and the Notify Email (e.g. your manager's address).
How It Works
Open any ticket. In the SLA & Escalation sidebar panel, Resolvo shows the ticket age and any triggered escalation rules. You can see exactly which rules have fired.
Create a Schedule
Click + New Schedule. Enter: Subject (e.g. "Weekly Security Scan"), Frequency (Daily / Weekly / Monthly), Priority, and a body with instructions.
Auto-Created Tickets
On schedule, Resolvo creates the ticket automatically with tag recurring. It appears in the inbox like any other ticket. The schedule shows the last run time.
Daily
Good for: daily backup verification, health check, daily standup tickets
Weekly
Good for: weekly security scan, performance review, client check-in
Monthly
Good for: monthly infrastructure audit, billing review, compliance check
Configure OOO
Enable the toggle. Set optional start/end dates (leave blank for always-on). Set expected response hours (e.g. 24). Write your auto-reply message.
When It Fires
When a new email arrives and OOO is active, an auto-reply goes to the sender immediately with your message and expected response time. The ticket is still created normally.
Create a Template
Click + New Template. Name it (e.g. "Bug Report"). Add required fields: Steps to Reproduce, Expected vs Actual, Screenshot URL. Add an initial body with fill-in instructions.
Template Examples
Bug Report: Steps, Expected, Actual, Browser · Feature Request: Business justification, Expected behaviour · Access Request: User email, Role needed, Approver
Subject Pattern
e.g. tickets with "Out of office" in subject → auto-resolve immediately
Sender Pattern
e.g. emails from noreply@ or mailer-daemon@ → auto-resolve
Custom Reply
Optionally send an auto-reply message before resolving
📈 Reports & Analytics
Eight report tabs covering everything from individual performance to volume forecasts. Navigate to Reports in the left sidebar.
My Issues Report
Personal stats for the logged-in user. Issues raised, resolved, SLA compliance, avg resolution time. Available to all users (non-admin).
All Issues Report
Admin only. Full issue database with filters: date range, module, priority. Stats: total, open, resolved, SLA compliance, avg MTTR. Export to CSV.
User Performance
Admin only. Per-agent breakdown: issues raised, assigned, resolved, SLA compliance %, avg resolution time, tickets handled. Sortable table.
Email Ticketing Report
Ticket volume, resolution rate, avg response time, top senders, tickets by status, daily bar chart. Date range filter.
🏆 Leaderboard, First Response & Forecast
Three data-driven reports that give you visibility into agent performance, response speed, and what next week looks like before it arrives.
Avg First Response
Average time across all tickets that have received at least one reply. Green = under 1h, Yellow = 1-4h, Red = over 4h.
Median Response
Middle value — less affected by outliers. If avg is 2h but median is 20m, one slow ticket is skewing your average.
Under 1 Hour
Count of tickets where first response was under 60 minutes. This is the gold standard for customer satisfaction.
Weekly Trend Chart
4-week bar chart showing whether your first response time is improving or getting worse over time.
How the Forecast Works
Resolvo calculates your 8-week average, detects the week-over-week trend (increasing / stable / decreasing), and projects next week's expected volume with a 30% trend weight.
Daily Breakdown
The forecast is split by day of week using historical weights — Mondays typically get 20% more tickets, weekends 50-60% less. Plan your staffing accordingly.
⚙️ Settings — Complete Guide
All 12 settings tabs explained. Navigate to Settings in the sidebar (Admin-only access required for most tabs).
| Setting | What It Does |
|---|---|
| App Name | Changes the platform title shown in the sidebar and emails sent to users |
| Logo URL | Your company logo shown in the brand sidebar header |
| Support Email | The "from" address used in outbound system emails |
| Accent Color | The primary color of your brand's UI — applies to buttons, charts, badges |
| Theme | Overall color scheme: Midnight (dark), Arctic (light), Forest, Sunset, Ocean, Nova |
| Setting | What It Does |
|---|---|
| IMAP Host / Port | Gmail: imap.gmail.com:993 |
| Email / App Password | Your Gmail address + 16-char App Password from Google Account |
| Enabled Toggle | Turns email polling on/off. When disabled, no new tickets are created from email |
| Triage Label | Gmail label to watch — only emails with this label become tickets |
| Sender Blocklist | Comma-separated emails to ignore — auto-populated when you mark tickets as spam |
| Reset Crawl Date | Moves the "start from" date to right now — useful to start fresh |
| Auto-Resolve Rules | Rules that auto-close tickets matching subject/sender patterns |
| Priority | Default Hours | Customizable? |
|---|---|---|
| Critical | 4h | ✅ Yes |
| High | 8h | ✅ Yes |
| Medium | 24h | ✅ Yes |
| Low | 72h | ✅ Yes |
Kanban Board
Enable/disable the visual kanban drag-drop board
AI Features
Gemini AI integration — root cause clusters, regression detection
Email Ticketing
The entire email inbox system
Custom Fields
Add extra fields to issues beyond the standard ones
Time Logging
Log hours worked per issue for billing/capacity tracking
Peer Review
Require a second agent to review before marking resolved
Gemini AI
Paste your Google Gemini API key to enable all AI features — root cause clusters, CSAT analysis, revenue dashboard
Slack Webhook
Post issue alerts to a Slack channel. Paste your Slack webhook URL
External API / Jira
Push new issues to Jira, ServiceNow, GitHub, or any REST API automatically
Digest Emails
Daily or weekly email summary of issue status sent to specified recipients
🤝 Team & Users
Manage who has access, their roles, and what they can do. Settings → Team & Roles.
👑 Admin (Major Admin)
Full access to everything. Can manage users, settings, email ticketing, reports, and brand configuration. One per brand (your main admin email).
👨💻 Developer
Can create and update issues, comment, log time. Cannot access Settings or Reports. Assigned to issues by Admin.
👤 Viewer
Read-only access. Can see issues and comments but not create or edit. Good for stakeholders and clients.
Settings → Team & Roles → Invite User
Click + Invite User. Enter their email, name, and select their role (Developer / Viewer).
They Receive a Welcome Email
Resolvo sends them an email with their login link, temporary password, and instructions to log in and change their password on first login.
First Login Password Change
On first login, users are prompted to change their temporary password. Until they do, firstLogin: true is shown on their profile.
Create Teams
Settings → Team & Roles → scroll to Teams section. Add team name and optional description. Then assign users to teams via their user edit form.
Use Teams in Filters
Issues list can be filtered by team. The assignee dropdown shows which team each developer is in.
| Feature | Detail |
|---|---|
| Password Hashing | bcrypt with cost factor 10 — industry standard |
| Session Duration | 8 hours normal · 30 days with "Remember Me" |
| Rate Limiting | 5 failed login attempts per IP per 15 minutes |
| Data Isolation | Each brand has its own separate database file — no cross-brand data leakage |
| Audit Trail | Every action logged with user email, timestamp, and issue ID |
🔄 Smart Queue Engine
Auto-assign tickets to agents using round robin, skill-based, priority, domain, and time-based routing — with admin controls to manage any agent's workload.
Go to Settings → 🔄 Assignment Queue
Enable auto-assignment and choose distribution mode: Round Robin (rotate evenly) or Least Busy (assign to agent with most capacity).
Add Agents
Check the agents you want in the queue rotation. You'll see their live capacity bar (current open tickets vs max). Uncheck to exclude someone temporarily.
Click "⚡ Distribute Now"
If you have existing unassigned tickets, click the green Distribute button to spread them to all agents instantly. Future tickets auto-assign on arrival.
🎯 Keyword Routing
Subject contains "billing" → route to finance agent. Set in Settings → Queue → Routing Rules.
🌐 Domain Routing
Emails from enterprise.com → dedicated account manager automatically.
🚨 Priority Routing
Critical tickets always go to the agent with most available capacity.
⏰ Time Routing
9am-6pm → Day shift agent. 6pm-10pm → Evening agent. Set by hour.
🟢🟡🔴 Set Agent Status
Admin can change any agent's status: Available / Busy / Away. Away agents are skipped in rotation and their tickets redistributed.
↩ Drain Agent Queue
Move ALL of an agent's open tickets back to unassigned pool in one click. Great when an agent goes on leave.
↩ Return Single Ticket
In any ticket detail, admin can click ↩ Unassign to return that ticket to the pool.
❄ Freeze Queue
Pause all auto-assignment instantly (e.g. during a system outage). Unfreeze to resume.
Ticket Inbox → My Tickets
Shows only tickets assigned to you that are not resolved. This is your personal work queue.
Ticket Inbox → Unassigned
Shows tickets nobody has taken. Click ✋ Take inside any ticket to self-assign it from the pool.
Auto-navigate on resolve
When you mark a ticket resolved, the system waits 1.5s for the queue to assign the next ticket, then automatically opens it for you.
📅 Appointment Booking
Let customers book appointments directly from a shareable link. Slots auto-create tickets, send confirmations, and reminders go out 1h before.
Settings → 📅 Appointment Booking
Enable booking, set page title, slot duration (e.g. 30 min), and buffer between slots (e.g. 15 min).
Set Working Hours
For each day of the week, set start time, end time, and whether the day is available. Saturday/Sunday default to off.
Share the Booking Link
Your booking page URL: app.resolvogroup.com/book/your-brand. Copy and share with customers via email, website, or WhatsApp.
Customer opens booking link
Sees a clean form: Name, Email, Phone, Topic, Date picker, Time slot grid.
Picks a time slot
Only available slots shown. Taken slots shown as strikethrough.
Confirmation email sent
Customer receives a beautiful confirmation email with date, time, topic, and reference number.
Ticket auto-created
A ticket is automatically created in your inbox tagged "appointment" with full booking details.
Click 📅 Book Call in reply box
When replying to a ticket, click the "📅 Book Call" button. It inserts your booking link into the reply so the customer can schedule a call directly.
Go to Reports → 📅 Appointments to see:
Today's Schedule
All appointments happening today, sorted by time. Never miss one.
Full Table
All appointments with customer name, email, topic, status, and linked ticket.
🗓 My Calendar
Click "🗓 Calendar" in any ticket → see your month's appointments in a clean calendar view.
✅ Tasks & Follow-ups
Checklists inside tickets, scheduled follow-ups, SLA promises to customers, and a daily digest to keep your team on track.
Open any ticket → ✅ Checklist panel in sidebar
Add tasks like: "Call customer", "Check server logs", "Send follow-up email". Each item has a checkbox.
Track progress
A progress bar shows X/total items done. Ticket card shows the ratio so team leads can see at a glance how complete it is.
In ticket detail → click ⏰ Follow-up
Set a date and optional note. E.g. "Follow up on Wednesday — check if customer received the fix."
Get reminded
On that date, the ticket appears in Reports → ⏰ Follow-ups Due highlighted in red. Background job also sends you an email at 8am.
Mark as done
Once followed up, click "Done ✓" to clear it from your follow-up list.
In ticket detail → click 📅 Promise
Set a date (and optional time). Customer receives an email: "We'll resolve your issue by Friday 5pm." This creates accountability and reduces follow-up calls.
Every morning at 9am, agents receive an email summary:
| Section | What's included |
|---|---|
| 📬 Open Tickets | Count + list of tickets assigned to you |
| 📅 Appointments Today | All scheduled calls for today |
| ⏰ Follow-ups Due | Any follow-ups you set that are due today |
🆕 New Features Guide
Everything added recently — Customer Portal, Knowledge Base, API Keys, 2FA, Approval Workflows, Roadmap, GDPR Tools, Cost Reports, Agent Coaching, and more.
/portal/your-brand. No more "what's the status of my ticket?" emails.Share the portal URL
URL: app.resolvogroup.com/portal/konnect — share with customers via email or your website.
Customer logs in with email OTP
No password needed. Customer enters email → gets 6-digit code → sees all their tickets.
Submit new requests from portal
Customer fills a form → ticket auto-created in your inbox → routed through your queue.
Add one script tag to your website
<script src="app.resolvogroup.com/widget/konnect/embed.js"></script>
A chat bubble appears. Customer fills name + message → ticket created instantly with page URL and browser info.
/kb/your-brand. Reduces ticket volume by 30-40%.Create Articles
+ New Article → title, content (markdown), category, publish/draft toggle.
Track Views
Each article shows view count. See which FAQs are most popular.
Draft Mode
Write articles internally before publishing. Only published articles are public.
Add roadmap items
Status: Planned / In Progress / Shipped. Public or private. Customers see your roadmap at /roadmap/your-brand and can vote.
| Endpoint | What it does |
|---|---|
| POST /api/v1/issues | Create issue from external system |
| GET /api/v1/tickets | Pull tickets into BI tools |
| POST /api/v1/tickets | Create ticket from website form |
Authorization: Bearer YOUR_KEY header.Click "Enable 2FA"
A QR code appears. Scan with Google Authenticator or Authy app.
Enter the 6-digit code
Type the code from your authenticator app to verify and enable.
Every login requires the code
After password, you'll be asked for the rotating 6-digit code.
Request Approval
Inside any issue → click "Request Approval" → select approver → add note. Approver gets email.
Approve / Reject
Approver opens Reports → ✅ Pending Approvals → one click to approve or reject with reason.
Auto-Resolve
When approved, issue automatically moves to Resolved status.
Right to Erasure
Enter customer email → click Erase. All ticket data for that email is permanently anonymized.
Data Export
Export all data held for a specific customer as a JSON file. Send to them on request.
Cost Report
Enter hourly rate → see total support cost by agent and module. "API issues cost ₹1.2L/month to support."
Agent Coaching
Performance insights per agent: CSAT trend, first response time, what to improve, what to celebrate.
Issue Impact Score
Reports → 💥 Issue Impact. Every open issue ranked 0-100 by combined priority + age + revenue + SLA.
Click the 🔔 bell
See SLA breach alerts, follow-ups due today, system events. Badge shows unread count. Click "Mark all read" to clear.
What Brand Admin sees
Settings → ⚡ Features & Plan shows a READ-ONLY list: ✅ Enabled / ⛔ Disabled with "Contact platform admin" message.
What Owner controls
Owner Portal → brand → Features → change tier OR toggle individual features ON/OFF per brand.
Tier system
Free → basic. Pro → kanban, AI, ticketing, queue. Enterprise → API keys, portal, widget, GDPR, cost reports.
📋 Full Feature Cheatsheet
Every single feature in Resolvo, one place. Bookmark this page for quick reference.
🎫 Issue Tracker
🗂 Kanban & Sprints
📬 Email Ticketing
🤖 Automation
🔄 Queue & Assignment
📅 Appointments & Tasks
📊 Reports & Analytics
🧠 AI Features
⚙️ Settings & Configuration
🔑 Keyboard & Quick Actions
| Action | How |
|---|---|
| / in reply box | Opens canned response picker |
| Enter (in reply) | Submit reply / note |
| Click any dashboard stat | Drill-down into that data |
| Click kanban card | Open issue detail |
| Drag kanban card | Change issue status |
| Checkbox on issue row | Select for bulk action |
| @email in comment | Mention & notify that user |
| 🧬 DNA button | Full ticket audit timeline |
🆕 Customer-Facing Features
🔐 Security & Compliance
💡 Intelligence & Analytics (New)
✅ Approval Workflows
🏗 Platform & Integrations (New)
You've mastered Resolvo!
100+ features. Multi-tenant. AI-powered. Owner-controlled. Time to put it all to work.
→ Open the App 📄 Pitch Deck