Resolution Types
Resolution Management gives you a single, read-only view of how support issues across the CRM were resolved — pulling together resolution data from both Tickets and Sub-Tickets into one consolidated list, purely for reference and audit purposes.
Resolution Types
Found under Resolution Management → Resolution Types, this screen is a quick way to review past resolutions and jump straight to the underlying record — without any risk of accidentally editing something, since the entire screen is view-only.
What You’ll See
| Column | Description |
|---|---|
| Main Ticket ID | The parent ticket’s ID — clickable, taking you to that ticket’s Overview page |
| Sub-Ticket ID | The related sub-ticket’s ID, if one exists — also clickable; shown blank or as “—” when the row is for a ticket with no sub-ticket |
| Subject | The subject line of the ticket or sub-ticket |
| Resolution Category 1, 2, 3 | Up to three levels of resolution classification (e.g., Fixed, Duplicate, Not a Bug, Won’t Fix, Cannot Reproduce, Works for Me) |
| Agent | The agent who resolved it |
| Account | The customer account associated with the ticket |
| Contact | The contact person associated with the ticket |
How It Works
- This screen doesn’t hold its own data — it pulls directly from your existing Ticket and Sub-Ticket records, showing only those that have a resolution recorded
- Tickets and Sub-Tickets appear together in a single unified list, rather than as separate views
- There are no Create, Edit, or Delete actions anywhere on this screen — it exists purely for review and navigation
- Clicking a Main Ticket ID takes you to that ticket’s full Overview page; clicking a Sub-Ticket ID does the same for the sub-ticket
This makes it a useful tool for support leads or anyone auditing how issues have historically been closed out, without needing to dig through Tickets and Sub-Tickets separately.