Scattered intake
Requests come in by email, chat and in passing — and some never get logged at all.
Case study · Resolve Now
Resolve Now: service management that runs on policy
We built Resolve Now to give IT, HR and operations teams one front door for every request — with clear ownership, automated approvals, SLA tracking and live reporting on every queue.
The challenge
Requests arrive everywhere. Ownership doesn’t.
Silent SLA misses
Without live tracking, overdue tickets only surface when someone complains.
The same answers, again
Agents retype solutions to common problems instead of pointing people to self-service.
How it works
Intake. Route. Resolve. Measure.
Intake
Tickets from email, a self-service portal, chat, or a browser extension that captures screen recordings and snapshots.
Route
P1–P4 priorities, categories and groups send each ticket to the right owner, with automated approvals where policy requires them.
Resolve
Agents collaborate with shared notes, mentions and chat, and publish fixes to the knowledge base.
Measure
SLA alerts, response health and ticket reports show what’s open, what’s unassigned and what’s about to breach.
What we built
Key capabilities
Live operations dashboard
A ticket snapshot across all channels, priority and unassigned queues, and recent activity in one place.
SLA alerts
Tickets breaching or nearing their SLA target are flagged automatically, with notifications to the right people.
Response health
First response, average response and average resolution times tracked continuously.
Knowledge base
Published articles, organized by category, that help people solve common issues themselves.
Ticket reports
Reporting that helps leaders spot bottlenecks and plan staffing.
Ask Sphera
Our AI assistant is built in, so agents can get help and insights without leaving the queue.
Who it’s for
One system for every service team
IT
Incidents, access requests, hardware issues and outages, tracked from report to resolution.
HR
Onboarding access, policy questions and employee requests, routed with the right approvals.
Operations
Facilities, vendor and process requests with clear owners and measurable turnaround.
Governance
Governance ready by design
Permissions, audit trails and data controls for organizations with strict requirements.
- Roles, permissions and groups
- Distribution lists for notifications
- Audit logs of every ticket update, plus exception logs
- Multi-client support for serving several organizations
- SSO and MFA enforcement
- Configurable data retention and bulk data loading
Bring order to your service desk
We can deploy Resolve Now for your teams, or build a service platform around your own workflows.
