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.

1. Select the "+" icon next to "Tickets"

2. Set your title

3. Select your problem area

4. 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

1. From the menu, select the "+" icon next to Conversations

2. 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