Resolve

Use Resolve to help customers and run your support team. A case is a record of a customer question or problem. Resolve core apps are on Free Forever (within limits), Resolve standalone seats, and Salestrics One — not on Momentum-only plans.

Open Resolve from the app menu, or go to /resolve.

Start on the Resolve home page

The Resolve home page is your starting point for support work.

1. Open Resolve.
2. Review the headline metrics: Open cases, High priority, Open escalations, and Published articles. Click a metric to open the related module.
3. Check the Case queue board. It groups open cases by status so you can see where work is piling up.
4. Read the Attention panel for urgent items such as high-priority cases, open escalations, and service requests that need action.
5. Use the Salestrics AI panel for a queue summary, case analysis, or recommended next steps.
6. Scroll to Modules to open any Resolve area.
7. Choose New case to create a case and jump straight into it.

Resolve modules and paths

Resolve includes service modules and shared customer records. Use the sidebar or the module cards on the home page.

Module	Path	What it is for
Cases	/cases	Customer issues, questions, and requests
Knowledge	/knowledge	Help articles your team can search and share
Assets	/assets	Customer hardware and deployed equipment
Entitlements	/entitlements	Support and platform rights tied to an account
Escalations	/escalations	Cases that need a higher support tier
Service Requests	/service-requests	Internal or customer requests for access, config, or data
Known Errors	/known-errors	Documented problems with workarounds
Change Requests	/change-requests	Planned or emergency production changes
Service Contracts	/service-contracts	Active support agreements and coverage
Accounts	/accounts	Customer organizations linked to support work
Contacts	/contacts	People you support and communicate with
Activities	/activities	Calls, meetings, tasks, and follow-ups
Sprint	/sprint	Sprint board for support or ops tasks
Files	/files	Contracts, logs, and attachments

Open a record from any list to see its full details. Record URLs follow the pattern /cases/[record-id], /knowledge/[record-id], and so on for each module.

Work with cases

Cases are the center of Resolve. Each case has a number, subject, status, priority, account, contact, owner, SLA, channel, and description.

Create a case

1. Open Resolve and choose New case, or open Cases and choose New case.
2. Salestrics creates the case and opens it for you.
3. Set the Account and Contact so the case is tied to the right customer.
4. Add a clear Subject and Description.
5. Set Priority, Status, and Owner.
6. Save your changes.

You can also open /cases/new to start a new case.

Find and update a case

1. Open Cases (/cases).
2. Search by case number, subject, customer name, or other detail.
3. Use filters to narrow the list by status, priority, or owner.
4. Sort a column if you want a different order.
5. Open the case.
6. Update status, priority, owner, SLA, channel, or description as work moves forward.
7. Save your changes.

Typical case workflow for support teams

Use this flow to keep work visible to the whole team:

1. Triage — Open new cases from the Cases list or the Case queue on the Resolve home page. Set priority and assign an owner.
2. Investigate — Search Knowledge for a matching article. Check Known Errors for an active workaround. Review the customer's Assets, Entitlements, and Service Contracts for context.
3. Communicate — Log calls, emails, and meetings in Activities. Use record email on the case when your team needs the full thread in one place. See Salestrics Mail.
4. Escalate — When a case needs a senior engineer or specialist, create or track an Escalation and link it to the case.
5. Resolve — Update the case status when the customer issue is fixed. Add final notes in the description or in a related activity.
6. Document — If the fix helps other customers, add or update a Knowledge article.

Case channels

The Channel field shows how the case arrived. Common values include Portal, Email, and Web. Use it to report on intake sources and route work to the right team.

Monitor queues

Resolve does not use a separate queue app. Your queue is the combination of open cases, escalations, and service requests.

Use the Resolve dashboard

1. Open Resolve (/resolve).
2. Check Open cases and High priority at the top.
3. Review the Case queue board. Each bar is a case status bucket (for example Open, Working, or New).
4. Read Attention alerts for items that need care now.
5. Click View cases to open the full Cases list.

Work a queue from the Cases list

1. Open Cases (/cases).
2. Filter to the status your team owns (for example New or Open).
3. Sort by Priority or SLA to handle urgent work first.
4. Assign yourself or a teammate as Owner.
5. Update Status as each case moves through your process.

Escalation and service-request queues

• Open Escalations (/escalations) to see cases that moved to Tier 2, Tier 3, or another escalation level. Filter by Status to find open items.
• Open Service Requests (/service-requests) for access, configuration, and data requests that are separate from standard cases. Check Due dates and Priority when planning the day.

Check the bell in the top bar for case updates and work assigned to you.

SLAs and coverage

Resolve tracks service levels in three places.

Case SLA field

Each case has an SLA field on the record (for example On track or 2h remaining). Update it as you work the case so managers and teammates can see whether response or resolution targets are at risk.

Entitlements

Entitlements describe what a customer is entitled to — support tier, API limits, sandbox access, seat counts, and renewal dates. Open an entitlement from /entitlements and read the description for SLA details such as response-time commitments.

Service contracts

Service Contracts hold the formal agreement: contract number, account, type, dates, value, status, and Coverage text (for example 24/7 support or business-hours SLA). Link cases to the right account so agents can confirm coverage before promising timelines.

When a case involves billing or contract terms, check Service Contracts and Entitlements on the same account before you reply.

Knowledge base

Knowledge holds help articles your team can search during live support and publish for internal use.

Find an answer

1. Open Knowledge (/knowledge).
2. Search by title, category, or keyword.
3. Open the best article.
4. Follow the steps or share the answer with the customer.

Write or update an article

If your access lets you edit articles:

1. Open Knowledge and choose New article, or open an existing article.
2. Set a clear Title and Category.
3. Add an Excerpt for list views and search results.
4. Write the Body with numbered steps where it helps.
5. Set Status to Draft while you review, then Published when the article is ready. Use Archived for outdated content.
6. Save the article.

Published articles count toward the Published articles metric on the Resolve home page.

Assets

Assets track customer equipment — gateways, scanners, terminals, and other deployed hardware.

1. Open Assets (/assets).
2. Search by asset name, serial number, or account.
3. Open an asset to see Account, Serial, Model, Location, Warranty, Status, and install date.
4. Link the asset to cases when troubleshooting hardware at a specific site.

Use asset status values such as Deployed, In service, and Retired to know whether equipment is still under support.

Entitlements

Entitlements show what each account is allowed to use.

1. Open Entitlements (/entitlements).
2. Filter by account, type, or status.
3. Open a record to see Type, Seats, Start and Renewal dates, and the entitlement Description.

Check entitlements before approving sandbox access, API changes, or premium support requests.

Escalations

An escalation is a case that needs a higher support tier or specialist attention.

1. Open Escalations (/escalations).
2. Review Level, Owner, Escalated date, Status, and Reason.
3. Open the linked Case to continue investigation.
4. Update Status to Monitoring or Resolved when the escalation is handled.

The Resolve home page shows Open escalations and adds an attention alert when escalations are waiting.

Service requests

Service requests cover structured work such as provisioning a sandbox, adding an SSO domain, or exporting audit logs.

1. Open Service Requests (/service-requests).
2. Search by request number, subject, or requester.
3. Set Priority, Type, Status, and Due date.
4. Save updates as the request moves from Open to In progress to Completed.

Service requests appear in Resolve dashboard alerts when they are still open.

Known errors

Known errors document recurring problems and approved workarounds so agents do not rediscover the same fix.

1. Open Known Errors (/known-errors).
2. Search by title or category.
3. Open a record to read Root cause, Workaround steps, Affected versions, and linked Problem ID.
4. Apply the workaround on the case, or escalate if the workaround does not apply.

Status values include Active and Monitoring.

Change requests

Change requests track planned or emergency changes to production systems.

1. Open Change Requests (/change-requests).
2. Review Type (Standard, Normal, or Emergency), Risk, Owner, Scheduled time, and Status.
3. Coordinate with the change owner before customer-impacting work.

Use change requests alongside cases when a customer issue requires a scheduled fix or hotfix.

Service contracts

Service contracts store agreement terms for each account.

1. Open Service Contracts (/service-contracts).
2. Filter by account, type, or status (for example Active or Renewal due).
3. Open a contract to see dates, value, and Coverage.

Reference contracts when setting case priority for customers under premium or enterprise agreements.

Work on a case with your team

Keep team work on the case so others can follow it.

1. Open the case.
2. Set the Owner to the person who will handle it.
3. Add an Activity (call, meeting, task, or note) from Activities (/activities).
4. Attach files from Files (/files) when the team needs logs or screenshots.
5. Save your changes.

Use Sprint (/sprint) when your support team runs work in sprints.

Use shared customer records

Resolve and Momentum share Accounts and Contacts. Link every case to the right customer so sales and support work stays together.

1. Open the case.
2. Set Account and Contact.
3. Open the same account in Momentum to see open opportunities or recent sales activity.

Learn more in Momentum CRM.

Let customers send a web case

A Web-to-Case form is a public page where customers ask for help without signing in to Salestrics.

Set up the form (admins)

1. Open Admin → Web-to-Case (/admin/cases/web-form).
2. Turn the form Enabled on or off.
3. Set the form Title, Description, and Success message.
4. Edit form Fields — label, type (text, email, or long text), and required flag.
5. Choose Save form.
6. Copy the Public URL or Embed code and add it to your website.
7. Send a test submission and check Cases for the new case.

Only ask for details your team needs to start the work. See Admin for workspace settings.

What customers see

Customers fill in the public form on your site. After they submit, they see your success message. Your team finds the new case in Cases with channel Web.

Make cases from email

Email can create cases automatically in two ways.

Organization inbox (Email-to-Case)

Every workspace has an organization inbox reserved for case intake. Messages sent to that address create Resolve cases. The address is shown on Admin → Web-to-Case. This inbox is not listed in Salestrics Mail — it exists only for case creation.

Shared mailboxes

A shared support mailbox can also create cases.

1. Open Mail Admin.
2. Open Shared mailboxes.
3. Choose the support mailbox.
4. Turn on case creation for new messages.
5. Save your changes.
6. Send a test email to the shared address.
7. Check Cases for the new case.

Your workspace's default company mailbox does not make cases by itself. Use the organization inbox or a shared mailbox that is set up for Email-to-Case.

Learn more about mail in Salestrics Mail.

Customer portal

Salestrics does not include a customer-facing portal where end users sign in to view their open cases. Customer intake happens through Web-to-Case, Email-to-Case, and direct contact with your support team.

Orbit! is a team news feed for people inside your workspace. It is not a customer case portal. See Applications for Orbit plan details.

Use Salestrics AI with Resolve

On the Resolve home page, Salestrics AI can:

• Summarize the current support queue and urgent items
• Analyze queue metrics and bottlenecks
• Recommend prioritized actions for the service team

Open a case or knowledge article and use Salestrics AI where it is available to draft replies or summarize long threads. AI use counts toward your workspace limit. See Salestrics AI.

Related guides

• Admin — Web-to-Case, users, and workspace settings
• Salestrics Mail — shared inboxes and record email
• Momentum CRM — shared accounts and contacts
• Salestrics AI — AI limits and guardrails
• Applications — which apps your plan includes