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Overview

The Resolver Support Ticket Portal allows Resolver Core users to submit support tickets quickly and efficiently. It is available to all Resolver Core users and allows them to include helpful details within the ticket, like screenshots and error logs, to help speed up investigation and resolution.

Resolver offers severval channels to reach the Core Support team. However, creating a ticket portal account and submitting tickets through the portal has the following benefits:

• • User and company information will automatically populate on a ticket submitted through the portal.
  • On your tickets and tickets you are CC'd on, users can view, manage, provide additional information, and mark tickets as resolved.
  • If you are your organization's authorized contact, you can view and update tickets logged by other users at your company.
  • Mange your profile, including providing an additional contact number, email address, updating your profile name, and adding a profile picture (profile updates are viewable by the Resolver Support team).
  • Reset your password and set up Two-Factor Authentication for added security.
  • All tickets submitted through all of our Resolver and Kroll Support Ticket Portals, including support.resolver.com, helpcenter.resolver.com, and direct emails from a registered company email address will appear on the portal.

User Account Requirements

Any user from a Resolver Core customer can sign up and use our Support Ticket Portal with their company (organization) email address. User accounts will automatically be linked to the corresponding company (organization) based on their email domain (the part of the email address after @)

Email address domains are verified against Resolver’s customer list, and any non-matching email addresses (such as a personal email) will be denied access.

Related Information

• Resolver highly recommends that support tickets are submitted by a company's authorized contact to assist with questions and problems that might arise.
• For more information on setting up Two-Factor Authentication, please refer to the Accessing help center with two - factor authentication - Zendesk Help Zendesk article.
• Zendesk is the provider of the Resolver Core Support Ticket Portal.

Navigation

• From the top right corner on any screen in the Help Center, click the SIGN IN button.

SIGN IN Button

Setting up an Account Password

If the user you are using to sign into the Support Ticket Portal has contacted Resolver Core Support, a Ticket Portal Account will already exist for that user, and you will just need to create a password for that account.

1. From the Sign in to Resolver Core screen, click the Get a password link.

Get a password Link

2. From the Please set me up with a new password screen, enter your user's company email address in the Email field.

Email Field

3. Click the Submit button.

Submit Button

4. An automated email will be sent to the email address entered in the Email field with instructions on how to reset your password.

Signing up for an Account

If the user you are using to sign into the Support Ticket Portal with has never contacted Resolver Core Support, a Ticket Portal Account must be created for that user. 

1. From the Sign in to Resolver Core screen, click the Sign up link.

Sign up Link

2. From the Sign up to Resolver Core screen, enter your full name in the Your Full Name field.

Your Full Name Field

3. Enter your company email address in the Your Email field.

Your Email Field

4. Click the Sign up button. 

Sign up Button

5. An automated email will be sent to the email address entered in the Your Email field with instructions on how to set your account password.

Password Requirements

• Must differ from the previous 5 passwords
• Must be at least 6 characters in length
• Must be fewer than 72 characters in length
• Must differ from the user's email address
• Must include both uppercase and lowercase letters
• Must include at least one special character