Modern IT support isn’t one-size-fits-all. Every organization has its own structure, tools, workflows, and way of delivering internal services. Rezolve.ai is built to support this reality by offering deep customization options across every part of the platform.

From custom ticket workflows and personalized chatbot responses to flexible SLAs, branding, and integrations, Rezolve.ai adapts to your organization, not the other way around. Whether you're a fast-growing startup or a large enterprise, Rezolve.ai gives you the control and flexibility to shape the service experience around your teams, tools, and goals.

Create Custom Workflows for Tickets and Requests

Support requests vary in complexity. A password reset is different from a new hire onboarding process. Rezolve.ai lets you design ticket and service request workflows that fit your specific processes.

You can define each step in a workflow like who receives the request, which approvals are required, what conditions trigger the next stage, and how the resolution is delivered, etc. For example, a laptop request can include approval from a manager, automatic notifications to IT, asset assignment, and a final confirmation to the requester.

Workflows can be built for IT, HR, facilities, procurement, or any internal team. Each request type is powered by forms that collect the right information and route it correctly.

The goal is to reduce back-and-forth communication, prevent delays, and automate steps wherever possible. With Rezolve.ai, your support workflows become consistent, scalable, and aligned with the way your teams already work.

Personalize Chatbot Responses and Behavior

Rezolve.ai includes a conversational Agentic AI assistant embedded in Microsoft Teams. You can personalize Rezolve.ai SideKick 3.0’s tone, behavior, and responses to reflect your company culture and terminology.

For example, you can decide how the bot greets users, how it handles common queries, and how it transitions to a live agent. You can also customize fallback messages for unsupported requests, ensuring users are always guided in the right direction.

If your organization uses internal lingo or unique naming conventions, the chatbot can be trained to understand and respond accordingly. This makes the experience feel familiar to employees and boosts trust and adoption.

You can also control what services the bot can access, which workflows it can trigger, and how it interacts with specific departments. This level of control makes it possible to use one intelligent assistant across multiple teams and functions.

Customize the Knowledge Base (Smart Knowledge)

A strong knowledge base is critical to reducing ticket volume and enabling self-service. Rezolve.ai allows you to build and manage a smart knowledge base that’s fully customized for your organization.

You can create articles for IT, HR, finance, compliance, and any other topic relevant to your teams. Each article can include text, images, links, and file attachments. You can also tag articles with keywords, categories, and audience segments to improve searchability.

What sets Rezolve.ai apart is that knowledge no longer remains siloed and scattered – rather it becomes connected and accessible via natural conversations. The Rezolve.ai bot uses this content to answer user queries automatically. If someone types “how do I connect to the VPN,” the system can respond with the right article or step-by-step guide.

You have full control over which articles are published, how they’re maintained, and who can access them. You can update content anytime to reflect policy changes, system updates, or new workflows.

Smart knowledge reduces dependency on live agents and improves first-contact resolution. It also empowers employees to solve their own problems quickly, without waiting for assistance.

Set Your Own SLA Timelines and Business Rules

Every organization has its own sense of urgency. A missed email access request may not be critical in one team but could stop operations in another. Rezolve.ai lets you define your own SLA timelines and business rules so that support reflects real-world priorities.

You can configure SLAs by request type, user group, or department. For example, all passwords reset tickets could have a two-hour resolution target, while VIP-level incidents might trigger a 30-minute response window.

The platform tracks SLA compliance in real time. If a ticket is approaching its deadline, the system can send alerts, escalate automatically, or reassign it to a faster queue.

You can also define business rules to automate ticket actions. If a request includes certain keywords, it can be assigned a specific category. If an agent is unavailable, requests can be rerouted.

These rules allow you to automate more of your service desk operations and ensure that tickets are resolved within acceptable timelines, every time.

Integrate with Your Internal Tools and Systems

Rezolve.ai is designed to work within your ecosystem. It supports integrations with the tools and systems you already use, making it easier to deliver services without switching between platforms.

You can integrate with identity providers like Active Directory, asset management tools, HR systems, email platforms, and cloud applications. This allows the system to validate users, fetch employee data, trigger asset updates, or send notifications automatically.

For example, when a user requests software access, Rezolve.ai can pull the user’s department from your HR system, confirm eligibility, and initiate provisioning through your asset management tool.

The chatbot and ticketing system can also connect with APIs and third-party services to automate actions such as password resets, data lookups, and license management.

Integrations ensure your service desk isn’t isolated. It becomes part of a larger, connected workflow that reflects how your business actually operates.

Brand Your Service Desk with Custom UI Elements

Support is an extension of your company’s identity. Rezolve.ai allows you to customize visual elements so the service desk feels aligned with your brand.

You can customize logos, color schemes, welcome messages, and other layouts to match your internal brand guidelines. This applies to both the self-service legacy portals and the chatbot experience inside Microsoft Teams and Slack.

When users interact with a branded system, it reinforces trust and adoption. It feels like an internal tool, not an external vendor platform. Custom UI also helps you segment experiences for different teams. If HR wants a different landing page than IT, you can adjust messaging, layouts, and service categories accordingly.

These changes improve usability, reduce confusion, and help employees feel more connected to the support experience.

FAQs

1. How can I customize Rezolve.ai for my company?
Rezolve.ai is built for flexibility. You can fully tailor the system to match your internal support structure, no matter your industry or team size. This includes creating custom workflows for different ticket types, defining your own SLAs, and designing request forms that reflect how your teams operate. You can set up rules to automate routing, approvals, and escalations. Whether you need a basic setup or a complex, multi-department configuration, Rezolve.ai adapts to your exact requirements without needing months of IT involvement.

2. Does Rezolve.ai support branded chatbots?
Yes, the conversational AI in Rezolve.ai can be personalized to reflect your company’s branding and communication style. You can name the chatbot, customize its welcome message, tone, and even how it handles fallback or escalation scenarios. The visual interface inside Microsoft Teams can also be adapted to match your brand’s colors and feel, making the interaction feel like an internal, on-brand experience. This helps drive user trust, familiarity, and adoption among employees.

3. Can I integrate Rezolve.ai with other tools?
Absolutely. Rezolve.ai is designed to work as part of your existing tech ecosystem. You can connect it with popular tools like Microsoft 365, Active Directory, ServiceNow, HR systems, asset management platforms, and third-party apps via APIs. These integrations allow for seamless data exchange. For example, automatically fetching user details, checking ticket statuses, or triggering external actions like license provisioning or password resets. The integrations ensure that Rezolve.ai works as a powerful layer over your existing systems, rather than replacing them.

4. What are the customization features in Rezolve.ai?
Rezolve.ai offers a wide range of customization options, including;

Custom ticket and service request workflows with automation (via Creator Studio)

Personalized chatbot behavior, tone, and capabilities (Agentic SideKick 3.0)

Flexible SLA definitions based on request types, user roles, or teams

Branded UI elements for a cohesive look

Smart knowledge base management with tagging, access controls, and versioning

Integration with internal tools to pull or push real-time data

These features allow your support system to adapt to how your business functions, improve efficiency, and keep the experience intuitive for users and teams.