User Guide

1. Getting Started

ResolvedIQ is an AI-powered help desk and asset management platform. It helps organisations manage support tickets, track assets and software licences, maintain a knowledge base, and measure team performance — all in one place.

AI handles the repetitive work: categorising tickets, routing them to the right department, generating initial responses, and flagging high-priority issues so your team can focus on what matters.

2. For Customers — Submitting & Tracking Tickets

Submitting a Support Ticket

You do not need an account to submit a ticket. From the ResolvedIQ home page, click Submit a Ticket and fill in the form:

• Your name and email — used to send you updates and a link to track your ticket.
• Subject — a short summary of your issue.
• Description — the more detail you provide, the faster your ticket will be resolved.
• Category — choose the closest match; AI will verify and correct the routing if needed.

Once submitted you will receive a confirmation email containing your unique ticket URL.

What Happens After Submission

As soon as your ticket is created, the AI engine automatically:

• Analyses the content and assigns a priority level (low, medium, high, urgent).
• Categorises the ticket and routes it to the appropriate department.
• Generates an initial AI response drawing on knowledge base articles.
• Triggers sentiment analysis — tickets with negative sentiment are flagged for urgent attention.

Tracking Your Ticket

There are two ways to check the status of your ticket:

• Direct link — use the unique URL from your confirmation email to view status, responses, and any updates.
• Email lookup — visit /my-tickets, enter your email address, and all tickets associated with that address will be listed.

Ticket statuses are: Open, In Progress, Resolved, and Closed.

Response Feedback

After receiving an AI-generated response you will see "Was this helpful?" buttons. Your feedback directly improves the AI — unhelpful responses are flagged to administrators for review and used to refine future suggestions.

Reopening a Resolved Ticket

If your issue recurs after a ticket has been marked resolved, follow the link in your resolution email. You can reopen the ticket, which returns it to Open status and notifies the support team.

3. Knowledge Base

The Knowledge Base is a library of self-service articles covering common issues and how-to guides. Checking it before submitting a ticket often gets you an instant answer.

Browsing Articles

Articles are organised by category. From the Knowledge Base page, click any category to see its articles. Each article shows a summary — click to read the full content.

Searching the Knowledge Base

Use the search bar at the top of the Knowledge Base page to find articles by keyword. Results are ranked by relevance and include article titles and excerpts.

Article Feedback & Bookmarking

• Helpful / Not Helpful — vote on each article to help administrators prioritise updates.
• Bookmarking — save articles you refer to often. Bookmarked articles appear in your personal list for quick access.

4. For Administrators

Dashboard

The admin dashboard is your command centre. At a glance it shows:

• Stat cards: Open Tickets, Resolved Today, SLA Compliance %, Avg. Response Time, and more.
• Recent ticket activity and AI response performance.
• Quick actions: create a ticket, add an employee, view SLA breaches.

Cards alternate between dark (#1a1a2e) and brand purple (#667eea) for visual distinction.

Managing Tickets

The ticket list supports multiple filters simultaneously:

• Status — Open, In Progress, Resolved, Closed.
• Priority — Low, Medium, High, Urgent.
• Category and Department — filter to a specific team's queue.
• Date range — narrow to a specific period.

Opening a ticket shows the full conversation history, AI routing notes, and sentiment score. From the detail view you can:

• Progress the ticket through its lifecycle: Open → In Progress → Resolved → Closed.
• Write a manual response or click Generate AI Response to get a suggestion based on the KB and asset data.
• Reassign the ticket to a different department.
• View response feedback left by the customer.

Employee Management

Access employee management at /admin/employees/manage.

• Adding employees — complete the form with name, email, department, and role. Bulk import via CSV upload is supported; download the template for the correct column format.
• Employee profiles — each profile supports a photo, office phone, mobile number, and extension.
• Activating / deactivating — deactivating an employee revokes their login while preserving their history and asset assignments.
• CSV export — download the full employee list as a CSV at any time.

Asset Management

Track all physical hardware through its full lifecycle.

• Asset categories — organise assets by type (laptops, monitors, phones, etc.) before adding items.
• Adding assets — record asset tag, brand, model, serial number, purchase date, warranty expiry, and purchase price.
• Assigning assets — link an asset to an employee. The assignment is recorded in the audit history.
• Status lifecycle — Available → Assigned → Maintenance → Retired. Retiring an asset removes it from active counts but retains the record.

Software Licenses

• Adding licences — specify the software name, vendor, licence type (subscription or perpetual), total seats, cost, and expiry date.
• Seat tracking — the used/total seat count updates automatically as licences are assigned to employees.
• Expiry alerts — licences approaching expiry appear in the notifications panel and admin dashboard.
• Assigning licences — assign individual licence seats to employees from the licence detail page.

Knowledge Base (Admin)

• Creating articles — use the rich text editor to write content with formatting, images, and links. Assign to a category before saving.
• Publishing — articles are saved as drafts by default. Toggle Published to make them visible to customers.
• Content gap analysis — the AI reviews recent ticket topics and identifies subjects not covered by current articles. Access via Knowledge Base → Content Gaps.
• AI article suggestions — for each identified gap the AI can generate a full draft article. Review, edit, and publish in one step.

Categories & Departments

• Ticket categories — define the list of categories customers see when submitting tickets. Add, rename, or deactivate categories as your needs evolve.
• Departments — set up departments with SLA response time targets (in hours). Assign categories to departments so AI routing knows where to send them.
• Auto-assign keywords — add keywords to a department so the AI routing engine can identify tickets that belong there even without a matching category.

Analytics & Reports

• Department performance — compare ticket volumes, resolution times, and SLA compliance across departments.
• SLA compliance — see the percentage of tickets resolved within the agreed SLA window, broken down by priority and department.
• Asset utilisation — view asset assignment rates, warranty status, and value by category.
• Export to CSV — all report tables have a one-click CSV export button.

Notifications

The bell icon in the top navigation bar shows your unread notification count. The panel auto-polls for new notifications every 60 seconds.

Notifications are triggered by 9 events:

• New ticket submitted
• Negative sentiment detected on a ticket
• Ticket priority escalated
• Ticket resolved
• AI response marked unhelpful by the customer
• Email inbox sync completed
• New employee added
• CSV import completed
• SLA breach detected

You can mark individual notifications as read, or use Mark All Read to clear the counter. Read notifications are automatically deleted after 30 days; unread notifications after 90 days.

Settings (Admin only)

• Company branding — set the company name and upload a logo. The logo appears in the admin header and outgoing emails.
• Email configuration — configure SMTP settings for outbound mail and IMAP settings for inbox sync. Use the provider presets (Hostinger, Gmail, Outlook, Yahoo) to auto-fill server details.
• System settings — control auto-close timers, default SLA hours, and other platform-wide preferences.

5. User Roles

Access in ResolvedIQ is controlled by roles. Your organisation's Super Admin assigns roles when creating accounts.

6. Tips & Best Practices

Check the Knowledge Base First

The Knowledge Base at /kb often contains step-by-step guides for common issues. Finding an answer there is faster than waiting for a ticket response.

Write Detailed Ticket Descriptions

The more information you include in your ticket — steps to reproduce, error messages, screenshots, affected device or software — the faster and more accurately the support team can resolve it. Vague tickets require follow-up questions that slow resolution down.

Review SLA Compliance Regularly

Admins and agents should check the SLA compliance dashboard at least weekly. Breaches indicate workflow bottlenecks. Use the department performance report to identify which queue is falling behind.

Act on Content Gap Analysis

Review the KB content gap analysis weekly. Recurring ticket topics that are not covered by articles represent easy wins — letting the AI draft an article takes seconds and immediately reduces your ticket volume for that topic.

Keep Email Configuration Current

If outbound email stops working, check the SMTP settings in Settings → Email Configuration. Ensure the correct port and encryption type are selected (port 465 = SSL, port 587 = TLS). Test the configuration using the built-in send test button.

Assign Roles Carefully

Follow the principle of least privilege — assign the minimum role each user needs to do their job. Grant Admin or Super Admin only when full system access is genuinely required.

7. Getting Help