Frequently Asked Questions
General
ResolvedIQ is an AI-powered help desk and asset management platform that combines ticket management, knowledge base, asset tracking, and intelligent routing — giving your support team everything they need in one place.
ResolvedIQ is designed for IT departments, facilities teams, HR, finance — any organisation that handles internal support requests and wants to streamline ticket workflows with AI assistance.
Yes! Click Try Demo on the homepage or visit /demo for instant read-only access to explore all features — no sign-up required.
All modern browsers are supported — Chrome, Firefox, Safari, and Edge. ResolvedIQ is fully mobile responsive and works on smartphones and tablets.
Tickets
Visit the homepage and fill in the support form with your email address, subject, and description of your issue. You'll receive a unique ticket ID to track progress.
Use the direct ticket ID URL sent to you by email, or visit /my-tickets and enter your email address to see all your tickets in one place.
Each department has its own SLA target:
- IT Support: 4 hours
- HR: 8 hours
- Finance: 24 hours
- Operations: 12 hours
- Facilities: 8 hours
Our AI analyses your ticket description, determines the most appropriate category and priority level, routes it to the right department, and may generate a suggested initial response — all automatically, so your team can focus on resolving issues faster.
Yes. When your ticket is marked as resolved you'll receive an email notification with a Reopen link if the issue hasn't been fully fixed.
- Critical: System down or urgent business impact
- High: Significant impact on work or productivity
- Medium: Moderate impact, workaround available
- Low: Minor issue or general question
Knowledge Base
Visit /kb and use the search bar at the top of the page. Results are ranked by relevance to help you find answers quickly.
Yes. Click the bookmark icon on any article to save it for quick access later.
Each article has Helpful and Not Helpful buttons at the bottom. Your feedback helps us improve the quality and coverage of the knowledge base.
Asset Management
Visit /my-assets and enter your email address to see all devices and software licences currently assigned to you.
- Available: Ready to be assigned
- Assigned: Currently in use by a person or department
- Maintenance: Being repaired or serviced
- Retired: End of life, no longer in service
Each software licence shows total seats, seats currently in use, vendor, expiry date, and cost. Admins receive alerts when licences are approaching their expiry date to avoid unexpected lapses.
Admin & Account
- Super Admin: Full platform control including AI configuration
- Admin: Manage everything except AI config and super admin settings
- Agent: Handle tickets and day-to-day support tasks
- Viewer: Read-only access to tickets and reports
- Demo: Read-only trial access
Click Forgot Password? on the login page and enter your email address. You'll receive an email with a reset link that is valid for 24 hours.
Yes. Admins can upload a company logo and change the company name under Settings > Company in the admin panel.
The bell icon in the top-right of the admin panel shows unread notifications. Notifications are triggered automatically by events such as new tickets, SLA breaches, and priority escalations. Read notifications are auto-cleaned after 30 days.
Security & Privacy
Yes. Passwords are bcrypt-hashed, sessions are encrypted, stored email credentials use Fernet encryption, and all forms include CSRF protection. Security is built into every layer of the platform.
Data is stored on secure servers. For full details on data handling, retention, and your rights, please see our Privacy Policy.
Yes. Admins can export employee data and ticket reports to CSV from within the admin panel.
Still have questions?
Can't find the answer you're looking for? Our support team is happy to help — reach us at support@resolvediq.com.