Resolve (Service Desk) Support Components User Guide
Category: Customer Support & Service Desk
Surface: Resolve (servicedesk)
Purpose: These components power your customer-facing help center, knowledge base search, ticket submission forms, support thread status trackers, and service health dashboards.
1. Knowledge Base Search Bar (sd_kb_search)
Renders a prominent search input allowing support visitors to search your knowledge base articles.
UI Controls & Options
| Field Label | Control Type | Options / Inputs | Purpose & Live Effect | Data Source Origin |
|---|---|---|---|---|
| Search Placeholder | Text Input | Plain text (e.g., Search help articles, guides, or FAQs...) | Text prompt displayed inside empty search input bar. | Typed by user. |
| Popular Search Tags | Text Input / Tags | Comma-separated tags (e.g., Returns, Shipping, Invoices) | Displays quick-click search tag pills beneath the search bar. | Typed by user. |
| Show "Submit Ticket" Button | Toggle Switch | On / Off | Displays a prominent "Open a Ticket" button next to search bar. | Toggle (Default: On). |
2. Ticket Submission Form (sd_ticket_form)
Renders the customer-facing ticket creation form.
UI Controls
| Field Label | Control Type | Options / Inputs | Purpose & Live Effect | Data Source Origin |
|---|---|---|---|---|
| Allowed Support Departments | Multi-Select Checkbox | List of active support departments (e.g., Billing, Technical Support, Sales) | Selects which departments customers can submit tickets to. | Populates from Resolve ➔ Settings ➔ Departments. |
| Require File Attachments | Toggle Switch | On / Off | Makes document/image attachments optional or mandatory. | Toggle (Default: Off). |
| Success Message | Text Area | Formatted text (e.g., Thanks! Your ticket #ID has been received.) | Confirmation message displayed after ticket submission. | Typed by user. |
3. Support Ticket List (sd_ticket_list)
Displays a logged-in customer's active and resolved support tickets.
UI Controls
| Field Label | Control Type | Options / Inputs | Purpose & Live Effect |
|---|---|---|---|
| Default Ticket Filter | Dropdown Selector | • All Tickets • Open & In-Progress • Resolved / Closed | Controls initial tab view shown to customers. |
| Show Ticket Priority Badge | Toggle Switch | On / Off | Displays color-coded priority badges (Low, Medium, High, Urgent). |
| Tickets Per Page | Dropdown Selector | • 5 • 10 • 25 • 50 | Sets pagination row count. |
4. Service Health Dashboard (sd_service_health)
Displays live system uptime status and service health indicators.
UI Controls
| Field Label | Control Type | Options / Inputs | Purpose & Live Effect | Data Source Origin |
|---|---|---|---|---|
| Show Uptime Percentage | Toggle Switch | On / Off | Displays overall 90-day system uptime percentage (e.g. 99.98%). | Populates from Resolve ➔ Status Monitor. |
| Incident History Days | Dropdown Selector | • 7 Days • 30 Days • 90 Days | Controls how many past days of incident history display. | System monitor configuration. |