Resolv.Now
Support desk module
Every question your customers ask, on one thread.
The support desk that ships inside Vince. Email, WhatsApp and an account-free customer portal become one case per conversation — with deadlines measured in your opening hours, an escalation ladder when they slip, and an audit ledger behind every number.
Meter M4471 reading looks wrong
Laura Méndez · Hydro Norte
The June reading is higher than the meter shows. Photo attached.
medidor-M4471.jpgThanks, Laura — I can see the discrepancy. I’m routing this to the field team today.
Perfect, here’s a second photo from this morning 👍
Internal note · not sent to the customer
Field visit booked for Thu 9:00 — Ricardo.
- channels, one case
- 3channels, one case
- WhatsApp window, tracked
- 24hWhatsApp window, tracked
- passwords for customers
- 0passwords for customers
- ledger behind every number
- 1ledger behind every number
One thread, however they reach you
Email with true header threading on your own domain, WhatsApp Business and a portal customers use without an account. A case that starts by email and continues on WhatsApp is still one case.
WhatsApp, handled properly
Runs beside the WhatsApp Business app on the handset. The 24-hour window is a countdown, approved templates go out after it, and a bot offers a menu, article suggestions and “check my case”.
A deadline that means something
Each queue has its own rota, holidays and timezone. Escalation climbs a ladder — assignee, manager, a named person — and snoozing a case never hides a breach.
Numbers a review can survive
Attainment, medians and escalations are derived from the event ledger on read. Policies are versioned, so tightening a target next month never re-judges last month.
A dashboard that can’t be gamed
First-reply attainment and medians per desk, recomputed from the ledger each time the page opens.
Resolv.Now — Today
Open
42
across 3 desks
Overdue
3
all escalated
Unassigned
6
in your branches
No deadline
0
the one to watch
| Desk | Open | First reply | Median | |
|---|---|---|---|---|
| Technical support | 24 | 96% | 14m | ★ 4.8 |
| Billing | 11 | 100% | 9m | ★ 4.9 |
| Field service | 7 | 88% | 41m | ★ 4.6 |
Channels
- Email on your own address
- Forward your published address; the original sender and the thread are preserved, so replies land on the same case.
- WhatsApp coexistence
- The desk and the handset at once — voice notes, photos and documents arrive as case attachments.
- A portal without passwords
- Customers prove an email they can read. Nothing is filed until they open the link, so nobody raises a case in their name.
- Knowledge base
- Suggested articles appear as the subject is typed — on the agent’s form and on the customer’s.
Service levels
- Business hours per queue
- A case raised at 4:55 pm on Friday is not late at 9:00 am on Monday because a clock ran all weekend.
- Tiered escalation
- Only the highest rung due fires, so a desk left overnight sends one message instead of three.
- Versioned policies
- Open cases keep the promise they were raised under. Pausing on hold is a policy decided once, in the open.
- Ratings beside speed
- A five-star rating with a note at resolution; low scores are surfaced one by one — no agent leaderboard.
Team
- Today and Trends
- Open, overdue, unassigned and “no deadline” — the one number that looks exactly like everything being fine.
- Push for agents
- Mobile notifications and an in-app bell, so a case due in ten minutes finds the right person.
- Branch-scoped visibility
- Agents see the queues of their branches; per-agent timezones keep a regional team honest.
- Inside the ERP
- Support runs in the same database as your customers, invoices and contracts — not in a separate silo.
More of Vince
See Vince running on your own operation.
Half an hour, in English or Spanish. Tell us how you work today and we will show you what it looks like on Vince.