Orbit Resolve
Orbit Resolve is the platform's AI-powered service desk module, built on ITIL best practices. It manages the full lifecycle of support operations — from ticket creation and classification through SLA enforcement, problem and change management, to customer satisfaction surveys.
:::note Rebranding
Orbit Resolve was previously named Service Desk. Legacy URLs at
/org/servicedesk/* automatically redirect to /org/resolve/*.
:::
Key capabilities
| Capability | Description |
|---|---|
| Ticket management | Create, classify, assign, and resolve support tickets with rich detail views |
| Ticket queue | Filterable queue with bulk actions, status tracking, and assignment management |
| Issue types | Separate queues per issue type (incidents, service requests, etc.) |
| SLA monitoring | Define and enforce service-level agreements with real-time breach alerts |
| Problem management | Track root causes across multiple related incidents |
| Change management | Plan, approve, and track changes with risk assessment |
| Release management | Coordinate releases and link them to change records |
| Service catalog | Define a catalog of services available to internal teams and external customers |
| AI governance | Monitor and configure AI behavior within the Resolve module |
| Workflow automation | Configurable helpdesk workflows with state transitions and approval chains |
| Knowledge base | Self-service articles for common issues and resolutions |
| CSAT surveys | Post-resolution satisfaction surveys sent to customers via email |
| Integration telemetry | Monitor integration health and data flow |
| Resolve analytics | Multi-tab analytics covering overview, SLA, agents, channels, team, and executive views |
| Customer helpdesk | External-facing portal for customers to submit and track tickets |
| Service request approvals | Internal approval workflow for service requests |
Navigation
Sidebar: Look for the Orbit Resolve category in your sidebar navigation.
The module provides these pages:
| Page | Route | Permission |
|---|---|---|
| Dashboard | /org/resolve | org.servicedesk.tickets.view |
| Telemetry Dashboard | /org/resolve/dashboard | org.servicedesk.tickets.view |
| Ticket Queue | /org/resolve/queue | org.servicedesk.tickets.view |
| Ticket Detail | /org/resolve/tickets/:id | org.servicedesk.tickets.view |
| Issues by Type | /org/resolve/issues/:typeCode | org.servicedesk.tickets.view |
| Problems | /org/resolve/problems | org.servicedesk.tickets.view |
| Changes | /org/resolve/changes | org.servicedesk.tickets.view |
| Releases | /org/resolve/releases | org.servicedesk.tickets.view |
| Service Catalog | /org/resolve/catalog | org.servicedesk.tickets.view |
| Analytics | /org/resolve/analytics | Multiple analytics permissions |
| AI Governance | /org/resolve/ai-governance | org.servicedesk.ai.governance |
| Settings | /org/resolve/settings | org.servicedesk.settings.manage |
| Integration Telemetry | /org/resolve/integration | org.servicedesk.integration.view |
| My Service Requests | /org/service-requests/my | org.servicedesk.requests.submit |
| Service Request Approvals | /org/service-request-approvals | org.servicedesk.requests.approve |
User workflows
Creating and resolving a ticket
Problem management flow
Settings
Orbit Resolve has an extensive settings page with tabs covering:
- Classification — ticket types, priorities, and categories
- Workflows — state machines for ticket lifecycle transitions
- SLA policies — define response and resolution time targets
- Knowledge base articles — manage self-service content
- Catalog — configure the service catalog offerings
- Status page — public status page configuration
- Asset registry — link assets to tickets
- Integrations — third-party tool connections
Customer-facing surfaces
| Surface | Route | Description |
|---|---|---|
| Customer Helpdesk | /account/helpdesk | External customers submit and track tickets |
| Service Catalog | /account/service-catalog | Customers browse and request catalog services |
| CSAT Survey | /servicedesk/csat/:token | Post-resolution satisfaction survey (email link) |