The agent that works the ticket, not just answers it.
Resolvemark agents take real actions: look up orders, process refunds, change subscriptions, send confirmations. They don't just suggest answers — they close tickets.
How an agent resolves a ticket.
From ticket intake to confirmed resolution — every step is taken by the agent, not suggested to a human.
Ticket Intake & Classification
The agent reads the incoming ticket, classifies the request type (refund / subscription / billing / onboarding / access), and checks it against your configured action policies. If the request is out-of-scope or sentiment is flagged, it routes to escalation immediately.
Context Lookup
The agent queries your billing system (Stripe, Chargebee, etc.) or CRM to pull the customer's order history, subscription status, and account details. All data is fetched in-thread — no context switching for the agent or the customer.
Action Execution
Based on policy rules, the agent takes the action: issues a refund, changes a subscription tier, sends a password reset, or answers from the knowledge base. Every action is logged with a confidence score and policy citation.
Customer Confirmation
After the action, the agent sends a confirmation to the customer — in the same ticket thread, in natural language. No copy-paste responses. The tone matches your brand voice settings.
Resolution Logging & Analytics
Every resolved ticket feeds your FCR dashboard. Track resolution rates by category, agent vs. human performance, and escalation triggers. Identify patterns to improve both your agent policies and your product.
Smart Escalation to Human
When the agent's confidence drops below your threshold — or when sentiment analysis detects frustration — the agent hands off to a human with full context already written into the ticket. Your team picks up where the agent left off.
The resolution engine under the hood.
Intake, resolution, and escalation flows working together in your helpdesk.
You set the guardrails. The agent follows them.
Every agent action is policy-governed. No action happens outside your defined rules. We're not asking you to trust a black box — every decision is logged, citable, and reversible.
Policy-governed actions
Define exactly which actions agents can take, the dollar limits for refunds, and the conditions that trigger human review.
Full audit trail
Every agent action is logged with a timestamp, confidence score, policy citation, and data sources consulted.
Escalation policy builder
Build conditional escalation rules based on ticket type, sentiment score, account tier, or keyword patterns. No-code builder or API.
Data isolation
Your customer data stays in your existing tools. Resolvemark connects via OAuth with scoped permissions — no mirroring, no separate data warehouse. Designed with data minimization controls.
Pause at any time
Disable any agent type or action category instantly. Maintenance mode routes all tickets to your human team while you update policies.
Confidence thresholds
Set minimum confidence scores per action type. Low-confidence decisions auto-escalate — preventing hallucination from reaching customers.
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