Resolve
Create and escalate tickets; communicate with your team.
Resolve Profile
Anyone who is set up as a Team Member on the Airshot platform can create their Resolve profile by adding a username and uploading a profile picture.
Resolve is perfect for handling internal project conversations as well as support tickets.
How to submit a ticket
Anyone who has been added Team Management as a team member can log a ticket to request support or help.
Select the "+" icon next to "Tickets"
Set your title
Select your problem area
Provide a detailed description of your issue
Where do tickets go?
As a platform subscriber, your issue will be escalated to your Originator platform and will invite their support team. If you use the /escalate command, the bot will appear with a message advising that the ticket has been escalated.
The support team will correspond via the ticket channel to ask questions/send updates/assign tasks. Once the ticket is resolved, the support member dealing with the ticket will close the ticket.
Start a Conversation
From the menu, select the "+" icon next to Conversations
Set your topic and description, and then select "Create" to continue
Invite to a Conversation
Once you have created a Conversation, invite team members by using the /Invite link or command.
Option 1: /Invite link An Airshot bot message will appear to say you started a new conversation. Click on the /Invite link in this message. A list of team members will appear and you can use the "Invite" option to add them individually.
Option 2: /Invite command In the message bar, type /Invite. Add a space and enter the “@” symbol to bring up the list of channel members. Then select the person/people you want to invite.
Resolve Notifications
When you log onto the Airshot platform, you will see a number next to the Resolve icon. This indicates a notification to check Resolve for new messages.
Having a Conversation
Use the message bar to type messages and then hit ‘enter’ to post your message to the conversation
Use the paperclip icon to add attachments like screenshots to a message. Once you have added an attachment, a number will appear next to the paperclip icon. Type in a message to go with the attachment and then hit “enter” to post the message and attachment to the conversation
The smiley face icon gives you access to emoticons, if you feel the need to use these in your conversation
Resolve Commands
Using the forward-slash (/) commands allows you to access the following options: /Open – reopens the conversation channel and notifies all users /Close – closes the conversation channel. I.e. conversation is ended /Escalate – escalates the channel to your support team /Priority – low, medium, or high options and escalates the channel to your support team /Assign – assign a message to a person in the channel member team /Invite – invite someone from the channel member team to the conversation /Remove – remove someone from the conversation /Ban – ban someone from the conversation /Message – send a private message to a user /Help – to get a list of all commands you can use
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