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🚀Getting started

ResolveRight helps MSP engineers write professional ticket closure messages, share credentials securely, and close tickets properly — all from one place. This guide will get you up and running in under five minutes.

Creating your account

1. Go to resolveright.io and click Start free trial.
2. Sign up with your email or Google account — no credit card required.
3. You’ll receive a verification email — click the link to confirm your address.
4. Once verified, you’ll land on the onboarding screen.

Setting up your workspace

Your workspace is your team’s shared environment. All engineers in your MSP share one workspace.

1. On the onboarding screen, click Create a workspace.
2. Enter your company name.
3. Your workspace is created — you’re now the workspace admin.

Configuring company settings

Before your engineers start using ResolveRight, take a few minutes to set up your company details:

1. Click Settings at the bottom of the sidebar.
2. Fill in:
   • Company name — appears in every message sign-off.
   • Support email — included in messages as the contact address.
   • Support phone — optional, also included in messages.
   • Default tone — Formal, Friendly, Technical, or Casual.
3. Click Save settings.

These details flow automatically into every message your engineers generate.

Inviting your engineers

1. Go to Company Dashboard → Engineers.
2. Click Invite engineer.
3. Enter their email address and select their role (Engineer or Admin).
4. Click Send invite.

They’ll receive an email with a link to join your workspace. Once they sign up, they’ll inherit your company settings automatically.

📋Using templates

Picking a template

ResolveRight includes 20+ ready-made templates across six categories:

• Account & Identity — new users, leavers, password resets, MFA
• Device & Hardware — new devices, rebuilds, printers, hardware faults
• Microsoft 365 & Email — mailbox issues, account compromise, shared mailboxes
• Connectivity & Network — VPN, Wi-Fi, firewalls
• Software & Applications — installs, errors, crashes
• General — catch-all for anything that doesn’t fit

Click any template in the left sidebar to open it.

Filling in the fields

Each template has fields specific to that ticket type. Fill them in — the message preview on the right updates live as you type.

• The Completed by field defaults to your name from account settings — you don’t need to type it every time.
• Pills fields (like Groups) let you add multiple items — type and press Add or Enter.
• The One-time password link field has a built-in Magic Link creator — see the Secure Sender section.

The pre-send checklist

Below the form fields you’ll see a Before You Send checklist:

• Customer contacted and advised of update
• Customer informed the issue is now resolved
• Customer happy for ticket to be closed (appears when the above is checked)

Check these off before copying your message. The Copy button will show an amber warning if items are unchecked — it won’t stop you copying, but it’s a reminder.

The internal log

Below the pre-send checklist is the Internal Log — expand it to see additional checklist items for your ticket notes:

• Session & Contact — remote session, phone call, on-site visit
• Ticket Hygiene — time logged, category set, assets updated
• Escalation & Handover

These feed into your Internal Ticket Notes — a separate formatted note ready to paste into your PSA’s internal notes field.

Copying to your PSA

The right side of the screen shows two outputs:

• Message Preview — the client-facing message. Click Copy to copy it.
• Internal Ticket Notes — your internal audit trail. Click Copy on this panel separately.

Paste the client message into your PSA’s customer reply field, and the internal notes into the internal notes field.

Tone override

The top right of the app shows your current tone (e.g. Tone: Formal). Click it to change the tone for just this message without changing your company default.

✨AI Mode

What is AI Mode?

AI Mode lets you skip templates entirely. Instead of filling in fields, you type your rough notes in plain English and the AI rewrites them into a professional client message.

It’s perfect for:

• Complex or unusual tickets that don’t fit a template
• When you’re in a hurry and templates feel like too much effort
• Engineers who prefer to write naturally and let the AI tidy it up

Using AI Mode

1. Click ✨ AI Mode in the toggle at the top of the screen.
2. Type your rough notes in the Engineer Notes box — as messy as you like:

sorted the printer
driver issue
reinstalled and tested
working now

1. Click Generate Message.
2. The AI rewrites your notes into a professional closure message in the preview panel on the right.
3. Click Copy to copy it.

Voice input

Don’t want to type? Click the microphone button next to the notes area and speak your update. The AI transcribes your speech and generates the message.

Tips for better AI output

• Include the client’s name if you know it.
• Mention what the issue was, not just what you did.
• Include the resolution — “fixed by reinstalling the driver” not just “fixed”.
• The more detail you give, the better the output.

AI Mode respects your tone setting. Switch between Formal, Friendly, Technical, and Casual using the dropdown in the top right — the generated message will match.

🔐Secure Sender

What is Secure Sender?

Secure Sender lets you share passwords and credentials with clients safely. Instead of putting a password in an email (which is insecure), you generate a one-time encrypted link that:

• Can only be viewed once (or a set number of times)
• Automatically expires after a set time
• Is served from a neutral domain so clients don’t see which tool you’re using

Generating a password

In the Secure Sender tool (click 🔐 Secure Sender in the sidebar):

• Random password: click Random Password to generate a strong random password like Kx9#mPqR2vTs8w. Click the regenerate button (↻) for a new one.
• Memorable password: click Memorable Password for something like BlueFox847! — easier for users to type on a phone.

Click Copy next to either password to copy it.

Click Password options ⚙️ to customise length, special characters, number of words and so on. Your settings are saved automatically.

Creating a secure link

1. Type or paste the credentials into the Secure message content box.
2. Set Expires after — 1 hour, 24 hours, 3 days, or 7 days.
3. Set Maximum views — 1, 2, or 5.
4. Click Generate Secure Link.
5. The link appears on the right — copy it to send to your client.

The Magic Link — inline in templates

On templates that involve credentials (New user, Password reset, Email compromise), you’ll see a 🔐 Create Magic Link button in the password field. Click it to expand an inline secure link creator — without leaving the template.

This is the fastest workflow:

1. Fill in the template.
2. Click Create Magic Link.
3. Type the password or click Random / Memorable to generate one.
4. Click Generate Secure Link.
5. The link auto-populates into the template field.
6. Copy your message — done.

What the client sees

When the client opens the link, they see a clean page (on safelysend.co.uk or mysafelink.net — nothing showing ResolveRight) with:

• A warning that the content can only be viewed once
• A blurred content area
• Reveal and Copy buttons

Once they reveal or copy, the secret is permanently destroyed.

Using your own domain

On the Team plan, you can use your own subdomain (e.g. secure.yourmsp.co.uk) so clients see your branding instead of a neutral domain.

1. Go to Company Dashboard → Settings → Secure link domain.
2. Enter your subdomain.
3. Add the CNAME record shown to your domain registrar.
4. Click Verify DNS.

Once verified, all new secure links will use your domain automatically.

💳Account & Billing

Managing your subscription

Go to Company Dashboard → Subscription & Billing to:

• See your current plan and billing date
• Upgrade from trial to paid
• Change your plan
• View invoices

Upgrading from your trial

Your 3-day trial gives you full access to ResolveRight with no credit card required. To continue after the trial:

1. Click Choose a plan in the trial banner, or go to Dashboard → Subscription.
2. Choose Solo (£9/month) or Team (from £19/user/month).
3. Complete the Paddle checkout — all prices include UK VAT.

Inviting engineers (Team plan)

1. Go to Company Dashboard → Engineers.
2. Click Invite engineer.
3. Enter their email and role.
4. They receive an invite email with a link to join.

VAT invoices

Paddle automatically emails a VAT invoice after every payment. You can also download invoices from Company Dashboard → Subscription & Billing. If you need to add a VAT number, contact billing@resolveright.io.

Cancelling your subscription

Go to Company Dashboard → Subscription & Billing and click Cancel subscription. You’ll retain access until the end of your billing period. Your data is kept for 30 days after cancellation.

To cancel your trial, simply don’t upgrade — your account will pause automatically after 3 days.

🔧Troubleshooting

Common issues

My message preview isn’t updating

Try clicking Reset at the top of the form and re-entering your details. If the issue persists, try a hard refresh (⌘+Shift+R on Mac, Ctrl+Shift+R on Windows).

The AI mode isn’t generating a message

Check that:

• Your engineer notes aren’t empty
• You’re connected to the internet
• Try refreshing the page and generating again

If the issue persists, contact support@resolveright.io.

My secure link isn’t working

Secure links expire after the time you set and can only be viewed the number of times you specified. If the link has already been viewed or expired, you’ll need to generate a new one.

Google sign-in isn’t working

Try signing in with your email address instead. If you’ve previously signed in with email, your Google account may be linked to a different email address.

I can’t see the admin dashboard

The admin dashboard (/dashboard) is only available to workspace admins. If you need admin access, ask your workspace admin to change your role in Company Dashboard → Engineers.

My settings aren’t saving

Make sure you click Save settings after making changes. Settings are saved per-browser until your workspace is fully configured.

I’ve lost access after my trial

Your trial has ended. Go to resolveright.io/pricing and choose a plan to restore access. Your data and settings are preserved.