The Resolve guide

Set up Dbrij Resolve step by step: what you need, what to press, and how you know each step worked.

Set up Resolve, step by step

By the end each product has a desk, customers reach you through a branded widget, and every ticket has a promise it keeps.

Before you start, have these ready

A company mailbox if you want email tickets (set up in Company email).

Create a desk
One per product you support.
Open desks
You will know it worked when the desk shows on the Desks page.
Set your promises
First reply and resolution times. On the desk’s Setup tab, in minutes; 0 turns a promise off.
Brand the widget and portal
Your colour, logo and name. Then put the desk in front of customers, in one way or both.
On my website or app: A help bubble in the corner of every page.
1. Add the embed line
  Copy the embed line from the desk’s Widget and portal tab and add it to your site, or send it to whoever edits your site.
As a link: A help page with your branding.
1. Share the portal link
  Every desk has its own help page wearing your brand, not Dbrij’s. Share the link in emails and on your social pages.
Point email at it
support@yourdomain.com becomes tickets. On the desk’s Get started tab, pick the company mailbox and connect it. Sign in codes, newsletters and spam are kept out on their own.
Turn on Deputy
Drafts or answers clear questions from your articles.

Questions people ask

Do customers need a Dbrij account?

Where do customer messages land?

How each part works

What Resolve is

Resolve gathers tickets from widgets, portals and email into one inbox. Each desk sets promises; customers see a live timeline; tickets can escalate to tasks; Relay shares channels with client companies.

Resolve is customer support your customers can watch working. Each product you support gets a desk with its own embeddable widget, hosted portal, help articles and promises, and every channel lands in one shared inbox: the widget in your product, the portal link, and email to your own support address.

What makes it different is honesty by construction. Customers see a live timeline of their ticket moving, your reply promises are published and a missed one is stamped on the ticket where the customer can see it, and a ticket only counts as done when the customer confirms the fix, never before.

A desk's page carries its controls as tabs: promises and transparency, the widget and portal, saved replies, help articles, the customer list and the honesty numbers. The Widget and portal tab holds the one line that puts support inside your product:

The embed

<script src="https://resolve.dbrij.com/resolve-widget.js" data-desk="your_widget_key" defer></script>

The desk page shows this line with your own widget key and brand color filled in. Beside it live the hosted portal at its own link, a public status page, and a badge you can iframe onto any page to show your verified Resolve Score. The same identity values work on the portal link as ?name=&email=&externalId= query values.

If your product runs on Dbrij Hosting, the widget can be injected at the hosting edge with no code change at all, the same mechanism Glass uses.

Resolve inside your mobile app

The same support center opens as a screen inside your app, with an SDK for React Native and Expo, Flutter, iOS, Android, and Capacitor, Ionic or Cordova. Customers start tickets, send screenshots, read replies and confirm fixes without leaving it, and each SDK gives you the unread count for a badge on your help button. The desk's Widget and portal tab shows the lines for each one with your widget key filled in.

React Native

<ResolveSupport desk="your_widget_key" identity={{ email, name, externalId, userHash }} onClose={close} />

Signed sign in. Your customers are already signed in to your product, so they should not need a code from us. Make the desk's identity secret on the Widget and portal tab, keep it on your server, and sign each customer there: an HMAC SHA256 of their lowercase email, or of their externalId, a new line and their email when you send an externalId. Pass the result as userHash. Without it, customers sign in with an emailed code once per device.

Telling customers about replies. Customers who wrote in from the widget, the portal or an app are emailed when a reply sits unopened for two minutes, with the reply and a link back to the ticket. A burst of replies becomes one email, and a reply they read in time sends nothing. For a push notification, pick one of your developer apps under Push to your app: every reply sends it a signed support.ticket.replied webhook naming the customer, and your server sends the push with the keys it already has.

Tickets and the customer timeline

Every ticket carries a timeline the customer can see, and you choose how much of it they see, per desk:

Full timeline: customers see assignment by first name, progress and promises live.
Milestones: customers see status moves and promises, with no names.
Labels only: customers see the status label and the promise record.

Whichever level you pick, nobody sits in a black box. A ticket only counts as resolved when the customer confirms the fix; you can still close one yourself, and it is recorded as closed without their confirmation. New tickets and replies push to whoever is on the desk, on web and on the phone.

The inbox sorts tickets by whose turn it is. To do is the team's: new tickets and customer replies. Waiting on customer is theirs: you asked something, or marked it fixed and they have not confirmed yet. Done keeps every closed ticket, so you can always find one again. A ticket waiting on a customer has a Close button right on its row.

Mail to a desk's address that is not a person asking for help stays out: sign in codes, no reply senders, newsletters and spam. It still reaches the mailbox, and the desk's Setup tab lists what was kept out, with a button to let a sender in. If something slips through, open it, choose More, then Not a real ticket: it is removed from the inbox and the desk's numbers, and that sender can be ignored from then on.

Promises and the score

A desk publishes two promises: how fast the first reply comes, and how fast a resolution comes, each in minutes, with zero turning a promise off. Promises are not marketing copy; they are measured against every ticket, and a missed promise is stamped on the ticket where the customer can see it.

Kept promises, confirmed fixes and honest reply times roll into your public Resolve Score, verified by Dbrij, which you can show anywhere with the badge from the desk page. A good score earns money off the Dbrij subscription at renewal, so honesty literally pays.

Help articles and saved replies

Each desk carries its own help articles. Published articles show in the widget and the portal, so customers can self serve before opening a ticket. Saved replies keep your common answers one click away in the inbox.

Articles are also what Deputy answers from, at the level you choose: Deputy can draft a suggested reply from your articles for a person to review and send, or answer directly when your articles clearly cover the question. It never guesses, hands over the moment someone asks for a human, drafts instead of sending on email tickets, and steps back after two replies.

Relay: channels with client companies

Relay is for the named companies you serve, and the companies serving you: a shared channel per client company, sitting beside the inbox rather than buried in a desk. You post a status once and it reaches every channel it affects; anything a client raises gets an owner and a due time.

Clients read their channel from a link in their inbox, with no account and nothing to pay, which is the only way a shared channel ever actually gets used. Relay shows both directions: companies you work with, and your clients.

Plan, branding and access

The subscription includes unlimited desks, tickets and customers, the embeddable widget and hosted portal, email in from your own support address, and visible promises with customer confirmed closes.
The portal and widget wear your brand, not Dbrij's: your color, your logo, your name.
Deputy answers run on your AI credits, and only at the level you switch on per desk.
Access is granted per person on the Access page; the owner always has it.

Good to know

The inbox sorts by whose turn it is: To do is yours, Waiting on customer is theirs, Done keeps every closed ticket.
A fixed ticket waits for the customer to confirm, then closes on silence. Close it yourself any time.
Not a real ticket (a code, a newsletter)? More, then Not a real ticket removes it and can ignore that sender.
Deputy steps back after two replies or when a human is asked for.
Missed promises are shown to the customer, with an apology.

Dbrij is Nigeria’s company operating system: the first Nigerian built platform to put team chat, video meetings, email, HR, tax compliant payroll, customer support, marketing, analytics and cloud hosting in one product on one subscription.

Everything on Dbrij

Dbrij Projects: Fund milestones into escrow, lock acceptance criteria, and release money only when work is approved. Project management where payment is part of the process.
Dbrij Meetings: HD video meetings with live captions, recordings and Deputy, the AI attendee that writes notes and turns action items into tasks.
Dbrij Slots: Share a booking link, let clients pick a time, and meet on Dbrij. Availability rules, reminders and video calls in one flow.
Dbrij Office: A personal voice and video room with an open door. Teammates drop in, knock, or wait in the hallway, just like a real office.
Dbrij Mail: Email at yourcompany.com inside Dbrij. Mailboxes, shared aliases, DKIM and deliverability handled, connected to chat and tasks.
Dbrij Arena: Company games with real leaderboards, badges and kudos. Trivia and challenges your whole team can join from chat.
Dbrij HQ: Team chat, tasks, meetings with notes that write themselves, and everybody in the company on one record. A message becomes a task, a meeting hands out its own actions, and nothing falls between three tools.
Dbrij Chat: Direct messages, groups and calls for your company. Turn any message into a task, run a poll or start a call inside the conversation, on the web and on your phone.
Dbrij Access: Roles, capabilities, direct grants with expiry and a full audit trail. See and control exactly who can do what across every Dbrij product.
Dbrij Hosting: Push code and Dbrij builds, deploys and watches it. Managed databases, custom domains, TLS, backups, uptime alerts and SEO tools.
Dbrij Docs: Write documents, build spreadsheets and present slides inside Dbrij. Versioned files, e-signatures with external signers, and Deputy editing help.
Dbrij Finance: Invoices, requisitions, bills, petty cash, payslips, books and the full Nigerian tax picture with VAT, PAYE, WHT and CIT estimates in one place.
Dbrij Pulse: Every product your company uses rolled into one live dashboard, and every company you run side by side with a briefing from Deputy. Ask questions about your own numbers in plain language.
Dbrij HR: Employee files, org chart, leave, onboarding, reviews, letters and a public careers page. HR that executes instead of reminding.
Dbrij Proof: Proof reads your repository, maps every feature, then probes the live app so you know what works before your customers find out.
Dbrij Resolve: A support desk with a website widget, portal and email in. Tickets close only when the customer confirms the fix.
Dbrij Reach: Doors, QR codes, email campaigns, forms and referral rewards that tie real revenue to real sources. Attribution from paid invoices, not vanity clicks.
Dbrij Glass: Session replay, click and scroll heatmaps, rage click detection, funnels and retention. One script tag, inputs masked by default, no cookies.
Dbrij Leads: Contacts, deals and a pipeline board for your company. Bookings, emails and paid invoices become leads and timelines automatically.
Dbrij Ship: Over the air updates, feature flags and remote config for mobile apps. Push signed bundles to React Native and Capacitor apps, flags on every stack, rollouts that halt themselves.
Dbrij Auth: The security layer of Dbrij: one tap sign in approvals with number matching on your phone, passkeys, offline codes and recovery that actually recovers. Free with every account.
Dbrij Send: Send transactional and marketing email through one API from your own domain. A timeline on every message, broadcasts, automations and webhooks, with 3,000 free emails a month.
Dbrij Ping: Send bulk SMS to every Nigerian network under your own sender name, even with no sector licence. One time codes, alerts and campaigns, with a delivery report for every message and units that never expire.
Dbrij Forms: Build forms with conditional questions, file uploads, payments and signatures, then route every response to a task, a lead, a ticket or a candidate instead of a spreadsheet row. Charts, drop off analytics and offline collection included.
Dbrij Search: Put real search in front of your own data: typo tolerant, faceted and ranked, answered in milliseconds through one API call. A search only key is safe in a browser, and the free plan needs no card.
Dbrij Notes: Write pages built from blocks, nest subpages into a company wiki, and never press save. Version history included, and Notes is free for everyone on Dbrij.
Dbrij Storage: Buckets any S3 tool can reach and a drive anyone can use, on one allowance. Versioning, lifecycle rules, signed links, access keys, and monthly transfer included. Five gigabytes free.
Dbrij Source: Host private git repositories with reviews, protected branches and backups you can actually restore, beside everything else your company runs on Dbrij.
Dbrij Registry: Check your business name with CAC for free, register a business name or a company, and have NGOs and company changes filed by an accredited partner. Dbrij follows it until the certificate is in your Drive.
Dbrij Secrets: Keep your app keys and environment variables encrypted in your browser, with a key for each environment, every change kept, and roles for who can read or write. Dbrij stores them and cannot read them.
Dbrij Forge: Describe the app you need and Forge builds a running one, with the code kept in your own repository so you are never locked in.
Dbrij Domains: Register domains including .ng, manage DNS, and connect them to hosting and company email with one click.
Dbrij Developer API: Add video meetings, chat, transactional email and support to your own product with a few REST calls. Keys, webhooks and usage billing included.

The Resolve guide

Set up Resolve, step by step

Create a desk

Set your promises

Brand the widget and portal

Point email at it

Turn on Deputy