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.
Every service desk knows the pain:
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.
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:
No extra typing. No extra admin. Just clearer, cleaner documentation… every time.
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.
Smart Resolution is built on Sunrise’s core values, configurable, reliable, and genuinely useful. Here’s why analysts and team leads are already fans:
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.
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.