What If Your Service Desk Never Lost Knowledge Again?

Analysts fix issues all the time, it’s what they do best. But if the full details don’t always make it into the resolution notes, that valuable knowledge slips away. And once it’s gone, the next analyst ends up retracing the same steps, repeating work, and wondering why the previous notes look like they were written during a power cut. 

When knowledge isn’t captured clearly, trust in your knowledge base drops, reopens creep up, and your team spends more time re-solving than resolving. 

Enter Smart Resolution, Sunrise’s AI-powered feature, fuelled by our own AI engine, Solvyr™. Think of it as the quietly brilliant teammate who uses AI to capture every important detail for you, even when you’re rushing to the next ticket. 

The Problem: Knowledge Slips Through the Cracks 

Every service desk knows the pain: 

• Analysts wrap up calls quickly, leaving rushed or scattered notes. 

• Next time the same issue appears? Someone else spends another 20 minutes reverse-engineering what happened. 

• Multiply that “little bit of lost time” by thousands of tickets per year, and suddenly you're staring at 2,000 hours of avoidable effort. 

• And worse still, customers reopen tickets because the original resolution wasn’t clear enough. 

It’s not intentional. It’s just the reality of a busy service desk: you’re solving problems at speed, juggling users, and trying not to inhale your seventh coffee of the day. Documentation often loses the battle. 

The Fix: Smart Resolution Captures Knowledge Automatically 

This is where Smart Resolution, powered by Solvyr™, makes its entrance, quietly, cleverly, and with zero disruption. 

While analysts work as normal, Solvyr™ is running in the background, turning every piece of free-text into structured, reusable knowledge. It: 

• Extracts the what, how, and why of each fix 

• Standardises resolution notes 

• Creates high-quality, trustworthy insights for future analysts 

• Automatically reduces miscommunication and confusion 

No extra typing. No extra admin. Just clearer, cleaner documentation… every time. 

Real Results: Stronger Knowledge, Fewer Reopens 

Since rolling out Smart Resolution, we've seen:

→ 60% fewer communication-related reopens 

Clearer resolutions mean fewer confused users and far less reopening of tickets that should’ve stayed closed. 

→ 2,000 hours recovered annually 

That’s time analysts can spend solving new problems, not re-solving old ones. 

Smart Resolution gives you a knowledge base you can trust again. It’s like future-you leaving breadcrumbs for present-you, except the crumbs are structured, accurate, and actually edible. 

Why Service Desk Teams Love It 

Smart Resolution is built on Sunrise’s core values, configurable, reliable, and genuinely useful. Here’s why analysts and team leads are already fans: 

1. No extra effort required - Smart Resolution works behind the scenes, capturing knowledge as you type.
2. Knowledge consistency improves immediately - Say goodbye to wildly different notes from different analysts. Say hello to clarity.
3. Reduces “tribal knowledge” - Everyone’s approach becomes part of shared knowledge, not something only one person remembers.
4. Builds a knowledge base you can trust - Clear, standardised data = fixes you can repeat confidently.
5. Supports SDI and ITIL-aligned best practice - No consultants required. 

What It Feels Like Before and After Smart Resolution 

Before Smart Resolution, resolution notes can feel a bit… interpretive. Analysts do their best, but in the rush of the day you end up with notes that read like a reminder you left yourself at 2am - technically accurate, but missing the crucial context your future self definitely needs. 

After Smart Resolution, everything changes. Those quick-fire notes are automatically transformed into clear, structured explanations with the what, how, and why captured beautifully. No detective work. No guessing. No “who wrote this?” moments. 

Instead, analysts pick up a ticket and instantly understand the fix - confident, informed, and ready to crack on. Knowledge becomes something your whole team can rely on, not something you hope someone remembered. 

Productivity rises. Reopens fall. And your service desk finally gets the smooth, joined-up workflow it deserves. 

See Smart Resolution in Action - and What Comes Next

Your team shouldn’t have to re-diagnose old problems, rewrite missing notes, or deal with reopens caused by unclear communication. Smart Resolution captures the knowledge your analysts create - automatically, consistently, and without adding a single extra step to their day.

And Smart Resolution is only one part of what Solvyr™ is quietly powering behind the scenes. If you’re curious about how our AI engine is strengthening service desks, boosting efficiency, and supporting teams just like yours, explore our AI hub.

You’ll find insights into our vision, our latest enhancements, and how we’re helping IT service desks help everyone else.