Problem management
The cause behind the cases.
A case is one customer's problem. An incident is many customers hit by one live fault. A problem is the underlying cause behind several incidents — and keeping the three apart is what stops a company firefighting the same thing for a year.
Intermittent VAT validation failure
First seen in May · root cause under investigation
3
Incidents
48
Cases
21
Customers
Three separate incidents turned out to be one cause. Closing them individually would have fixed none of it.
Three objects, not one
Intermittent VAT validation failure: three incidents, forty-eight cases, root cause under investigation. Stated that way it stops being a support complaint and becomes an engineering priority.
It survives the incident closing
Resolving today's outage does not resolve the cause. Conflating them is exactly how a root cause goes unfixed while everyone believes it was handled.
The cost is countable
Cases, customers affected, agent hours, and the value of the accounts involved. That total is the argument that gets a root cause prioritised against a feature.
Closing it is verified
A problem is closed when the cases stop, not when somebody deploys a fix. Contact on the topic is watched afterwards to confirm it actually worked.
Questions this answers
The things you currently have to ask somebody.
Each of these is a question an owner asks regularly and currently answers from memory, a spreadsheet, or by interrupting whoever is nearest.
What keeps causing support demand?
How much has this cost us?
Which incidents share a cause?
Did the fix actually work?
Which accounts have been hit by this repeatedly?
Where this stops
What it does not do.
Resolivo groups the symptoms and quantifies them; it does not diagnose the cause. Finding out why VAT validation fails intermittently is engineering work in your own systems, and nothing here can do it. What this removes is the part small companies get wrong — noticing that three separate incidents were the same thing, and being able to say what it cost.
Take better care of every customer.
Give your team the context, knowledge and AI they need to resolve problems properly — and know who needs attention before they ask.
Keep the mailbox you already use · The AI is never metered · [email protected]