Mission-Critical Support & Ticket Management
Cahoot Resolve is the "Tactical Response" arm of the League. In an era where downtime is a disaster and customer frustration is a liability, Resolve provides the infrastructure to listen, act, and close the loop. It is an intelligent ticketing ecosystem that captures issues across all channels—email, web, and chat—and routes them to the right "Specialist Unit" for immediate resolution.
By integrating deep analytics with automated workflows, Cahoot Resolve ensures that no partner is ever left behind. It is the platform where problems meet their match.
The Resolution Directive
"Swift Action. Permanent Solutions."
In the League, we don't just "fix" tickets; we eliminate the root cause of friction to ensure operational continuity.
The Pillars of Tactical Support
Unified Omni-Channel Ingestion
Capturing Every Signal
Ensuring that no request for assistance is lost in the digital noise.
- Universal Inbox: Aggregating tickets from email, web portals, and social channels into a single "Command View."
- Smart Auto-Creation: Converting incoming communication into structured tickets with priority levels based on the partner’s SLA.
- Partner Self-Service Portal: Empowering your clients to log missions, track progress, and access the "Knowledge Vault" independently.
Intelligent Routing & Escalation
Directing the Elite Force
Ensuring every ticket reaches the agent best equipped to handle the mission.
- Skill-Based Routing: Automatically assigning tickets based on the agent’s expertise (e.g., Hardware vs. Software).
- SLA Sentinel: Real-time monitoring of response times; tickets are automatically escalated to senior "Architects" if timelines are breached.
- Collaboration Threads: Allowing internal teams to discuss missions behind the scenes without cluttering the partner's view.
The Knowledge Vault (KB)
Institutional Memory for Instant Fixes
Leveraging past victories to solve current challenges.
- Solution Repository: A dynamic database of "Resolved Missions" that agents can query to find instant fixes.
- Automated Suggestions: AI-driven prompts that suggest relevant articles to agents as they type their response.
- Public Knowledge Base: Reducing ticket volume by providing partners with the tools to solve common "Level 1" issues.
Command Analytics & MIS
Measuring the Velocity of Success
Transforming support data into strategic insights for the leadership team.
- Resolution Velocity Reports: Tracking "Time to Close" and "First Response" metrics across the entire department.
- Agent Performance Heatmaps: Identifying the top-performing members of your support force.
- Trend Analysis: Spotting recurring "Ailments" in your product or service to trigger a permanent "Cahoot Forge" update.
The Resolve Workflow: The Mission Lifecycle
Detection
A partner logs an issue; Cahoot Resolve captures it and assigns a "Mission ID."
Triage
The system categorizes the threat and routes it to the specialized Unit (e.g., Unit 02: Guardians).
Intervention
The agent utilizes the Knowledge Vault to deploy a fix, communicating via a unified thread.
Verification
The partner confirms the resolution, and the "SLA Sentinel" logs the successful mission time.
Intelligence
The data is fed into the Resolve Dashboard to optimize future response strategies.
Native connectivity with Cahoot Synergy (for employee helpdesks) and Cahoot Nexus (to pull customer data).
We’ve managed support for 550+ global clients; we know what "Urgent" really means.
Whether you handle 10 or 10,000 tickets a day, Resolve maintains its high-velocity performance.