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Customer Service vocabulary · Requests & Complaints

Resolve

Meaning in customer service, with examples

/rɪˈzɒlv/verbCore term

In customer service, resolve means: To find a solution to a problem, complaint or disagreement so that it no longer exists.

In Turkish: çözmek, çözüme kavuşturmak, halletmek

How it is used

A key verb in support: you resolve an issue, a complaint or a ticket. It is a little more formal than fix or sort out and is very common in emails and reports. The noun is resolution, and a ticket is marked as resolved when the problem is solved.

Example sentences

  1. I'm confident we can resolve this for you today.

  2. The complaint was resolved within 48 hours.

Common collocations

  • resolve an issue
  • resolve a complaint
  • resolve the problem
  • fully resolved
  • mark as resolved
  • resolutionThe solution to a problem or complaint, or the point at which it is fully solved.
  • issueA problem or difficulty that a customer has with a product, a service or an account.
  • complaintA statement that someone is unhappy or not satisfied with a product, a service or the way they were treated.
  • first contact resolutionSolving a customer's problem completely in their first call, chat or email, so they do not need to contact the company again; also the percentage of cases solved this way.
  • ticketA record in a support system for one customer request or problem, used to track it from the first contact until it is solved.

This word in other fields

The same English word can have a different meaning in another field:

More terms: Requests & Complaints

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