Features
Everything your complaint desk actually needs
Resolveo runs the whole loop — intake, routing, ownership, deadlines and reporting — with each institution's data strictly isolated.
Organization isolation you can trust
Every institution gets its own tenant. Row-level security scopes each query to the signed-in user's organization, so tickets, staff and students never leak across boundaries.
- Database-enforced org scoping on every table
- Role-aware access: student, agent, POC, dept head, admin
- Platform-level Super Admin console with audit logging
Departments & staff management
Model your real structure — departments, heads and points of contact — then let Resolveo route work to the right desk automatically.
- Create departments and assign department heads
- Invite staff with the exact role they need
- Mark staff eligible for POC duty per department
Bulk student onboarding
Upload a CSV of student IDs and emails, preview the parsed rows, then send branded activation invites with expiring secure tokens.
- CSV preview with per-row validation before import
- Expiring one-time activation links sent over email
- Configurable onboarding fields and approval rules
Ticket routing & escalation
Complaints land in the right department and get an owner immediately. Auto-assignment picks the least-busy eligible POC, and anything stalling climbs the chain.
- Least-busy auto-assignment with manual reassignment
- Multi-department targeting and tagging
- Three-tier escalation with full escalation history
SLA tracking that surfaces risk early
Set response targets per priority and Resolveo computes due dates, flags overdue work and escalates breaches without anyone chasing spreadsheets.
- Per-priority SLA rules with automatic due dates
- Overdue and at-risk panels for staff and admins
- Scheduled breach checks with re-escalation intervals
Notifications in-app and by email
Assignments, replies and escalations reach the right person on the right channel, with internal notes kept strictly separate from student-visible replies.
- In-app notification bell with unread state
- Transactional email delivery on a verified domain
- Internal vs student-visible comment visibility
Analytics & reporting
See resolution trends, department load and satisfaction over time — then export the underlying data when you need to share it outside the app.
- Resolution and volume trends over time
- Satisfaction ratings collected on closure
- One-click CSV export for any report
Ready to see it on your own data?
Start on the free tier and upgrade when your volume grows.