What is shipped, what is coming, and what we will never build.
A roadmap you can trust because it separates done from planned. Now is what you can use today. Next is what we are building, labelled as coming. Later is honest intent without a date. And we name what we are deliberately not building, so you know exactly what Solves is and is not.
Pilot stage. The Now column is shipped and in real use. Next and Later are plans, not promises.
How to read this
Three columns, and a list of what we have ruled out
Most roadmaps blur the line between shipped and someday, which is how a feature ends up on a pricing page months before it works. We keep the line sharp. Now is built and usable. Next is committed and in progress, described as coming. Later is real intent we have not scheduled. Below all three sits a short list of things we have decided not to build, so the scope is unambiguous.
We do not attach dates to Next or Later. Solves is a small, founder-led UK team at pilot stage, and a date we cannot keep helps nobody. Instead we publish our priority order and let early-adopter customers move it. If a feature in the Next column matters to you, telling us is the single most effective thing you can do, which is why the suggest-a-feature link goes straight to us.
One firm rule runs through the whole plan: we describe what is shipped, not what is hoped for. If a feature is in Now, you can use it today. If it is anywhere else, it is honestly labelled as coming, and you should not buy on the strength of it.
Now
Shipped and in real use today
Everything here is live in the product. This is the support desk you get on day one.
Owned email tickets
Shared support email becomes owned tickets with assignment, states from New through to Closed, priority, tags, public replies and hard-separated private notes.
Multi-brand, one queue
Run several customer-facing brands from one login and one unified queue, each with its own mailbox, sender identity and a guard against replying as the wrong brand.
SLA timers
First-response and resolution timers with per-brand or organisation targets, and a breaching view that surfaces overdue tickets.
Saved replies
Reusable replies scoped to a brand or shared across the organisation, so common answers stay consistent and quick to send.
Guided mailbox setup
Forwarding-first mailbox setup with plain-English DNS checks per brand, so you start owning email quickly and live sending stays blocked until checks pass.
Reports
A clear view of volume, response times and what is breaching, so a small team can see how support is doing without building dashboards.
Audit history
A recorded trail of meaningful actions on a ticket, including ownership changes and any brand override, so you can see who did what and when.
Encryption at rest
All customer support content is encrypted before it reaches the database with per-organisation keys, using XChaCha20-Poly1305, with authorised access only.
GBP team-band pricing and plan limits
GBP team-band pricing, ex VAT, with plan limits and entitlements, a paid Starter and an early-adopter pilot price. Live Stripe checkout is coming.
Next
Coming next: our committed priority list
These are the features we are building next, in roughly the order we expect to ship them. Everything in this section is coming, not available today. We list them so you know where Solves is heading, not so you buy on a promise.
- Freshdesk self-serve import: a preview-before-commit import so you can move historical tickets across yourself, rather than only through guided setup.
- CSAT: a simple, lightweight satisfaction rating after a ticket is resolved, so you can hear from customers without a survey tool.
- Knowledge base: published help articles your customers can read, and your team can link to from a reply.
- Customer portal: a signed-in place for customers to see their own tickets and history with your brand.
- Custom fields: structured fields on tickets and contacts, so you can capture the details your support process actually needs.
- AI human-reviewed drafts: suggested replies an agent reads, edits and approves. It never sends on its own. There is no auto-send, by design.
- Zendesk import: a second migration path for teams moving in from Zendesk, again with a preview before anything commits.
- API and webhooks: a developer interface and event hooks, so Solves can connect to the other tools your business already runs.
We will move items between Next and Now as they ship, and the changelog records each release as it lands. If one of these matters to you, tell us. The order here is genuinely shaped by what early-adopter customers ask for, and a clear request from a real team carries a lot of weight while the product is still small enough to turn quickly.
Later
Later: honest intent, no date attached
Some things we want to do but have not scheduled, and we would rather say that plainly than dress them up as imminent. Later means we believe in the direction without committing to when.
Broadly, Later is about deepening what Next opens up: richer reporting once CSAT and a portal are in, more flexible automation built on custom fields, and wider integrations once the API and webhooks are established. We will only promote something into Next when we are confident we can build it well, and into Now when you can actually use it. Until then it stays here, in plain sight, without a date we cannot keep.
What we are deliberately not building
Live chat, phone and voice, social inboxes, and a general move to omnichannel are not on the roadmap at all. This is a decision, not an oversight. Solves is email-first, and adding live channels a small team cannot staff would weaken the one job it is built to do well. If you need those channels at scale, a broader contact-centre platform is the better fit, and we will say so.
On AI
AI, kept on a short lead
AI appears once on this roadmap, and only as human-reviewed drafts. It can propose a reply. It cannot send one. A person always reads, edits and chooses to send.
We are wary of support tools that quietly let a model answer customers on your behalf. A wrong answer sent automatically in your brand voice is your problem, not the model's. So our line is firm: drafts are a time-saver for the agent, never a replacement for the agent. There is no auto-send mode planned, and we will not add one without saying so clearly. Combined with hard-separated private notes and the wrong-brand send guard, the principle is the same throughout Solves: nothing reaches a customer unless a person decided it should.
FAQ
Roadmap questions
How honest is this roadmap?
As honest as we can make it. The Now column lists only features that are shipped and in real use today: owned tickets, multi-brand, SLA timers, saved replies, guided mailbox setup, reports, audit history, encryption at rest and GBP team-band pricing and plan limits. The Next column is what we plan to build, described as coming, never as something you can use now. The Later column is genuine intent without a date. We would rather under-promise on the roadmap than print a feature you cannot actually use yet.
When will the Next items ship?
We do not publish hard dates, because Solves is at pilot stage and a small team should not promise delivery windows it cannot keep. The Next column is our priority order, shaped by what early-adopter customers ask for most. The most reliable way to influence what ships first is to tell us, which is exactly why the suggest-a-feature route below goes straight to us.
Will AI write replies to my customers automatically?
No, and that is a firm design decision. The AI feature on the roadmap is human-reviewed drafts only: it can suggest a reply for an agent to read, edit and approve, but it never sends anything by itself. Nothing leaves your desk without a person choosing to send it. We are not building auto-send, and we will not turn it on quietly.
Are you adding live chat, phone or social?
No. Live chat, phone and voice, social inboxes and a general move to omnichannel are on our explicit not-building list, not just absent from the plan. Solves is email-first on purpose. Stacking on live channels a small team cannot staff would make the product worse at the one job it is meant to do well, so we have ruled them out rather than left them vague.
Why is import shown as coming rather than shipped?
Because we will not claim a migration works until it genuinely does for you. Mailbox setup today is guided and forwarding-first, so you can start receiving and owning email straight away. The self-serve Freshdesk import, and a later Zendesk import, are on the Next list and described as coming. Until an import is in the Now column, treat moving historical tickets as a guided, hands-on step we help with, not a one-click button.
Help shape what we build next
The roadmap moves when early-adopter customers ask. Tell us what would make Solves work for your team, and read what we have shipped so far.