Mustard Resolver
Every issue logged.
Every resolution tracked.
No ticket left behind.
Mustard Resolver
Every issue logged.
Every resolution tracked.
No ticket left behind.
Smart ticket routing
Tickets land in the right queue, with the right owner, automatically. Define routing rules by category, priority, client, or team — so your agents spend time resolving issues, not triaging inboxes.
Escalation workflows
Set thresholds for response and resolution times, and let Resolver handle the escalation when they're breached. No manual chasing, no missed SLAs, no uncomfortable conversations about tickets that slipped.
Client communication built in
Every ticket has a conversation thread that keeps clients informed without requiring them to chase your team for updates. Responses, status changes, and resolution notes are all visible in one place — for your team and theirs.
Custom ticket categories and fields
Every business handles support differently. Resolver lets you define the ticket types, fields, and workflows that reflect your operation — so your team isn't adapting to generic software, it's working inside a system built around how they actually work.
Full audit trail
Every action on every ticket is logged — who touched it, what changed, when it happened. For compliance-sensitive operations, Resolver gives you the paper trail you need without asking your team to do anything extra.
Reporting and SLA tracking
Real-time dashboards surface ticket volume, resolution times, agent performance, and SLA compliance — giving managers the visibility they need to identify bottlenecks and keep service levels where they need to be.
HOW IT WORKS
From first report to final resolution — Resolver keeps every step in order.
1. Ticket is created
A client submits a request through your support portal, an agent logs an issue manually, or an automated system trigger opens a ticket directly. Every ticket is timestamped, categorized, and assigned on creation.
2. Routing and prioritization
Resolver applies your routing rules instantly — assigning the ticket to the right team or agent, setting the priority level, and starting the SLA clock. No manual sorting, no guesswork.
3. Work begins
Your team works the ticket inside Resolver — logging updates, communicating with the client, attaching files, and escalating if needed. Every action is captured in the ticket timeline so nothing is lost in email threads or chat messages.
4. Resolution and closure
When the issue is resolved, the agent closes the ticket with a resolution note. The client is notified, the record is complete, and the data feeds back into your reporting dashboards.
5. Review and improve
Resolver's reporting tools give your team a clear view of what's working and where delays are happening — so every sprint of tickets makes the next one faster.
Built for the operations that can't afford to lose track of anything.
Internal IT helpdesks
Log hardware requests, software issues, access problems, and infrastructure incidents in one place.
Software bug tracking
From first report to confirmed fix, Resolver gives your development and QA teams a structured path through every bug.
Field service and operations
Log field incidents, equipment faults, and service requests as tickets that your operations team can triage, assign, and close from anywhere.
Resolver is available exclusively through the Mustard DedicatedCore PaaS. This ensures the infrastructure, identity management, and integrations it depends on are already in place — so your team is working in a production-ready environment from day one.
Yes. Resolver is built to be configured around your operation — not the other way around. Ticket types, custom fields, routing rules, and workflow stages can all be tailored to reflect how your team actually handles support.
SLA thresholds are defined at the ticket category or priority level. Resolver tracks time against those thresholds automatically, triggers escalations when deadlines are approaching, and reports on SLA compliance across your entire ticket history.
Yes. Resolver includes a client-facing portal that allows end users to log issues, check status, and communicate with your team — all without requiring direct access to your internal support queue.
Resolver is built to scale with your operation. Whether you're handling fifty tickets a month or fifty thousand, the platform scales on the Mustard DedicatedCore PaaS infrastructure without requiring manual capacity planning on your end.
Resolver integrates natively with Producer for project-linked tickets, DedicatedAuth for role-based access control, and the broader Mustard DedicatedCore PaaS for shared infrastructure and identity. If a support ticket needs to become a tracked task or a development backlog item, that connection is already built in.
Ready to Scale Confidently?
Tell us about your business — and we’ll show you how the Mustard DedicatedCore PaaS can unify identity, infrastructure, and applications into a secure foundation built for long-term growth.
- Discover how Mustard Software lowers your monthly burn on SaaS subscriptions.
- Experience a unified platform for internal business operations and customer delivery.
- Keep full control of your platform and data in a secure, owned tenant.
- Build IP and value in your business with the best end-to-end application delivery in the market.
Ready to Scale Confidently?
Tell us about your business — and we’ll show you how the Mustard DedicatedCore PaaS can unify identity, infrastructure, and applications into a secure foundation built for long-term growth.
- Discover how Mustard Software lowers your monthly burn on SaaS subscriptions.
- Experience a unified platform for internal business operations and customer delivery.
- Keep full control of your platform and data in a secure, owned tenant.
- Build IP and value in your business with the best end-to-end application delivery in the market.