What If Your Service Desk Could Cut Poor-Quality Resolutions by 30%?

Written by Sunrise Marketing | Jan 15, 2026 9:09:44 AM

If you’ve ever opened a resolution note and muttered, “what on earth…?” - you’re in good company. Service desk teams everywhere juggle wildly different writing styles. One update reads like a technical dissertation, the next is so short it could be mistaken for a text from your mate. Somewhere in the middle sits a masterpiece of over-explanation that could qualify as light bedtime reading.

And while variety keeps life interesting, it definitely doesn’t help:

Your customers
Your knowledge base
Your poor analysts trying to make sense of each other’s notes

Inconsistent resolution quality isn’t just a nuisance. It slows teams down, causes confusion, and chips away at customer trust.

Why Inconsistent Resolution Quality Happens (And Why It Hurts)

Even the strongest service desk teams have mixed writing styles. It’s natural - we’re human, not robots (well, most of us anyway).

Common problems we hear from analysts and team leads include:

Some analysts write too technically: “Recalibrated the DNS propagation and optimised backend concordance.”
Others write too simply: “Fixed it :)”
Notes with no context whatsoever
And occasionally, a full epic saga, complete with sub-plots

Charming as this might be in creative writing, it’s far less helpful in customer communication.

It leads to:

Customers feeling confused or left out of the loop
Analysts spending time deciphering or rewriting each other’s notes
Ticket handling slows down
Your knowledge base becomes a patchwork of styles
And your overall support experience becomes inconsistent

In short, when resolution quality wobbles, trust wobbles with it, and that’s something no service desk can afford.

Enter Smart Resolution: Your Consistency Superpower

Smart Resolution an AI tool, powered by our Solvyr™ engine, designed to bring crystal-clear consistency to every resolution note, without slowing analysts down.

Think of it as a seasoned documentation expert quietly reviewing every update… minus the gentle sighing and tea breaks.

Here’s what it delivers in seconds:

Reviews every note for clarity, completeness, and customer friendliness
Rewrites messy or overly technical updates
Adds clean, consistent structure, making every note easy to read
Ensures every update meets the same high standard
Improves team skill levels naturally, through example

And the results? Teams using Smart Resolution have reduced poor-quality resolutions from 35% to just 5% in two months. That’s not just improvement - that’s transformation.

Before and After: The Impact of Smart Resolution

Before	After
Updates vary wildly in tone, detail, and clarity.	Updates are clear, structured, and consistently high quality.
Some notes are too technical, others too vague.	Every update strikes the right balance - customer-friendly but accurate.
Missing context leads to confusion and follow-up questions.	Each note explains what happened, what was done, and the outcome.
Analysts spend time rewriting each other’s work.	Analysts sound aligned, confident, and consistent across the board.
Knowledge base becomes cluttered and unreliable.	Knowledge articles become dependable, reusable, and easy to understand.

Take the Next Step Toward Clearer, Consistent Resolutions

If you’re curious how AI at Sunrise is helping teams improve clarity, consistency, and customer trust, you can explore more here: AI at Sunrise

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