Yes, Analytics and reports update in real-time to provide immediate insights.
Yes, users and agents can add images, documents, and screencasts directly to tickets. Also, Wavity provides options for users to attach files through storage providers such as Google Drive & OneDrive.
Yes, future upgrades and patches are included at no additional cost. Updates are applied monthly as part of our standard service.
Yes, Wavity offers dynamic dashboards/layouts which are role specific. User and group-specific dashboards can be created in the platform thereby ensuring that users and groups see only what they are entitled to see.
Wavity is mentioned in multiple places Gartner websites like Capterra, GetApp and G2 with very high customer ratings, this information is publicly available at Wavity website.
Yes, Wavity allows branding with your logo, theme colors, and custom domains.
Articles can be categorized, archived, restored, and edited directly from the admin interface.
Yes, Wavity enables you to set up custom notifications and automated follow-ups using wBots—robotic workflow designer. Admins can easily create workflows for auto-alerts, escalation rules, and scheduled follow-up emails based on specific conditions, all tailored to your organizational needs.
Yes. Wavity supports macros and templated responses to save time and maintain consistency in replies.
Yes, Wavity supports integration with Slack and Microsoft Teams, enabling it to send real-time updates directly to Slack and Teams channels.
Yes, Wavity provides a self-service portal where customers or employees can submit, view, and track the status of their tickets in real-time.
All modules are developed on the Wavity SaaS platform and are deployed exclusively on Wavity’s AWS cloud infrastructure. Hybrid deployments with some modules running on-premises and others in the cloud are not supported currently.
Yes, Wavity supports Role-Based Access Control (RBAC) based on group assignments. Users and groups can be seamlessly synchronized through SCIM integrations, enabling streamlined and secure access management.
Yes, the platform supports multi-tenant and multi-site deployments, enabling isolated and secure views for different business units while maintaining centralized administration.
Yes, our team will import all configuration data into the system after onboarding and before the go-live confirmation.
Most Wavity customers use our cloud based SaaS solution that is hosted on AWS (Amazon Web Services). However, we do offer an on-premise solution after we have an understanding on our customer's in-house hosting needs, infrastructure and personnel skillsets.
Wavity supports only a cloud-based deployment model. Pros: It offers easier maintenance, faster updates, lower upfront costs, and better scalability. Cons: It may have limitations for organizations with strict data residency or on-premise security requirements.
Yes, not only does Wavity offer customization of our solutions to meet a customer's specific requirements, but we go further. We offer you the ability to make changes to our solutions using our zero-code Application Designer by yourself. What this means is that a customer does not need skilled technical resources to customize their solution. A solution can be customized by non-technical personnel like Business Analysts. We also offer Professional Services to customers who do not wish to customize the solution by themselves. And again, because we use our zero-code Applications Designer and wBots the customizations are done much faster (and at a lower cost) than other offerings on the market.
Integration with Email, SMS, Calendars, Cloud Storage services, MS Teams, SSO, Jira, Whats App & Slack are pre-built into our platform. In addition, we offer MS Excel including CSV files and spreadsheet integration out of the box. Integration with other third-party applications can be done depending on customer requirements and access to end point APIs.
Yes, we offer managed services if needed. The pricing model is flexible and can be structured as per user, per hour, or fixed pricing, depending on the scope, duration, and level of services required.
Yes, we do offer support for Single Sign-On (SSO) integration using SAML compliant SSO tools such as Okta, Azure AD, Ping, etc. SSO Integration with other third-party tools that are not SAML compliant can also be done.
Wavity supports REST and Open APIs, including webhooks, to enable seamless integrations. These APIs are not rate-limited, providing flexibility for high-volume and real-time use cases.
Wavity provides work calendars for all our solutions. Your work calendar can be configured to reflect your company policy and holiday schedules.
Generating a ticket using email is part of our solution. This is done by integrating your in-house email (e.g. Outlook or Gmail) with our platform. Once a ticket is generated using email, all subsequent interactions till the ticket is closed can happen over email.
Wavity primarily follows a named-user licensing model. Licenses can be reallocated when an agent leaves the organization. For large-scale deployments (500+ agents), concurrent licensing models may be considered under alternative pricing structures, subject to commercial agreement.
Yes, we support email notification in all our solutions. Automatic Email notifications include the ability to customize the subject line and email body as per customer requirements and conditions.
Yes, Wavity supports workflow builders, business rules, and triggers via its powerful workflow automation tools (wBots), enabling users to easily design and automate complex processes for enhanced efficiency and consistency.
Yes, you can define SLA policies and escalation rules based on your requirements. Wavity will automatically alert or escalate unresolved tickets based on timelines.
Yes, tickets can be automatically assigned to specific agents or teams based on rules such as category, priority, or department to streamline the resolution process.
Yes, Wavity offers powerful support for custom analytics and reporting through its zero-code analytics designer. You can easily create tailored reports and visualizations—such as line charts, spline graphs, pie charts, and summary reports—based on data within the platform. No coding is required, making it accessible for both technical and non-technical users.
Yes, Wavity provides live chat option in its portal for real time support by agents.
Yes, Wavity’s AI chatbot can access the Knowledge Base to search for relevant articles and provide users with summarized, helpful responses based on their queries.
Yes, we offer omnichannel support. Channels include Email, MS Teams, WhatsApp, Slack and SMS. Other channels can be supported relatively quickly based on customer requirements.
Wavity offers a self-service portal with full article management—create, categorize, archive, and restore documentation, FAQs, and KB articles.
Wavity offers advanced filtering, tagging, and search functionality to quickly locate tickets by status, category, or keywords.
You can interact with the AI Chatbot to create, check, or close tickets using natural language. It can also retrieve answers from the knowledge base.
Tickets can be created through Waviy Platform with Role Based Interface, Web forms, Email-to-ticket, AI Chatbot, Live Chat, Wavity Mobile App, or via Slack, Teams and Whats App. This makes it easy for users to reach support through their preferred channel.
Wavity offers a fully customizable self-service portal that can be branded with your company logo and configured with a customized URL, enabling a seamless and consistent on-brand user experience.
Wavity will keep you informed about the status of your ticket through email notifications. You will receive updates as the team works on the issue, and also when additional information is needed before the issue can be resolved.
Wavity offers multiple channels for end users to create an incident ticket. You can submit a ticket directly through the platform by filling out a form, via email, through the mobile app, or by using third-party tools such as Slack and Microsoft Teams. Additionally, Wavity supports an AI chatbot that allows users to create tickets and ask queries seamlessly.
To log in, go to your company's Wavity tenant URL provided by your administrator. Use your work account credentials to sign in. Once authenticated, you’ll be successfully logged into the Wavity ITSM portal.
You have two options for submitting a ticket for support from Wavity:
- Send an email to support@wavity.com or
- Go to the Wavity Portal (https://www.wavity.com/contact-us/) and click on the "Contact" link under "Support"
Log in to your account and click the user icon in the top right corner. From the dropdown menu, select "Account." Update your personal details as needed, but do not change your email ID. Click "Save" to apply the changes. A confirmation message—User updated—will appear at the bottom of the page.
The CMDB can be populated and maintained through multiple methods, including Excel or CSV imports as part of the initial data migration from your existing system, as well as network-level discovery for automated identification and updates of configuration items.
Wavity tracks SLA breaches using workflow automation bots (wBots) and can send automated email alerts based on your specific requirements.
Using wBots (workflow bots), Wavity routes tickets based on category, priority, sentiment, or user-defined rules.
Emails sent to a configured support address are automatically converted into tickets, preserving the email thread.
Yes, our system supports multi-level approval processes. In a SaaS product configuration, once implemented, it cannot be rolled back; however, adjustments or tweaks can still be made within the system.
License scaling is flexible—additional licenses can be added anytime, while reductions typically occur during annual renewal cycles.
Wavity offers a zero-code designer that makes it easy to customize or configure forms and fields—no coding required. You can tailor layouts, field types, validation rules, and workflows to match your specific business needs with complete flexibility.
Yes. It is encrypted at rest using standards like AES-256.
Data is protected during transit using TLS/SSL encryption protocols. In addition, we leverage AWS Key Management Service (KMS) to securely manage encryption keys and ensure strong data security across all communications.
Wavity offers a no-code, admin-friendly interface with drag-and-drop tools and wBots for workflow automation, configuration, and customization—no technical expertise required.
Wavity is a continuously evolving platform with new features added on a monthly basis. We also provide release notes and newsletters to keep you informed about major updates and upcoming enhancements.
Wavity’s admin console is highly admin-friendly due to its zero-code design. While it is intuitive and easy to navigate, initial training is recommended to become proficient with the drag-and-drop designers and configuration tools.
In Wavity's ticketing solution, the default assignment of tickets to agents is done on a round robin basis. However, it is possible to assign a ticket to an agent or technician based on user's location or even type or category of the issue. For instance, a software issue can be assigned to one group and a hardware related ticket can be assigned to different group. Also, we support queue-based assignment process.
We follow a subscription-based licensing model, and AMC is included as part of the subscription. There is no additional annual maintenance cost separate from the license.
Yes, a free trial is available. Free trial is valid for 7 days from the date of first sign-in. For more information on free trail, please reach out to us at freetrial@wavity.com.
Yes, Wavity includes a Knowledge Base Management module as part of its Help and Service Desk solution. The knowledge base supports access controls and allows user contributions, enabling organizations to build and maintain a collaborative, centralized repository of information.
Yes. Encryption at rest and in transit using AWS KMS and TLS/SSL. Yes, admin action can be audited.
Yes, it is possible, easy and quick to create interfaces/layouts based on roles of individuals in your company. Please see the link below where we explain in detail how to create dashboards/layouts.
Forms in any solution that is offered by Wavity can be very easily modified using our zero-code Application Designer. Categories and Sub-Categories which are essentially fields on a form, can be added, deleted, or modified in a matter of seconds or minutes at the very most. All modifications are done by drag-and-drop and point-and-click actions and do not require any coding.
Wavity provides App and Analytic Schedulers in our platform. Using App and Analytic Schedulers, it is possible to obtain periodic data reports. Users can generate reports without requesting IT or admins to generate reports for them.
We take matters of data security very seriously at Wavity. We meet or exceed Data Security standards. We are a SOC-2, HIPAA, GDPR and ISO 27001 certified organization. There are two types of security that are relevant to protection of data:
Physical Security – We address physical security by hosting on highly secure and reliable AWS (Amazon Web Services) data centers that are protected by biometric locks and 24-hour surveillance.
Cyber Security – We address the issue of cyber security using several established best practices for handling data at rest, data in motion and data in use. Some of the technologies we use to ensure cyber security include https, SSL/TLS, Database encryption, multi-factor authentication and Role Based Access Controls (RBAC).
Also, our product is architected and built to be a multi-tenant service and every customer's data is logically segregated with a unique tenant ID so that one customer cannot access another customer's data.
Yes, Wavity is fully mobile-friendly. It offers a mobile app available on both the Google Play Store and Apple App Store. The app provides feature parity with the browser version, ensuring a consistent experience across devices—all built on a unified codebase.
Yes, the portal is mobile-friendly and includes a dedicated mobile application. Currently, the system supports English language only.
Yes, Wavity includes a built-in Knowledge Base management module that allows you to publish and organize how-to articles, FAQs, troubleshooting guides, and other helpful content. It’s designed to support self-service and improve issue resolution efficiency.
Yes, customers can use a customizable self-service portal to submit tickets, track progress, and access knowledge base articles.
Wavity offers advanced AI native capabilities, including an autonomous ticket resolution, self evolving knowledge base, AI chatbot, auto ticket categorization and routing, AI-powered knowledge base, sentiment analysis, and AI-driven ticket resolution—streamlining support and enhancing efficiency.
To manage incident tickets effectively, clearly describe the issue and include all necessary details when creating the ticket. Update the ticket promptly if new information becomes available. Regularly monitor the ticket status and respond quickly to any queries from the IT team. Use clear and descriptive subject lines to help with prioritization and faster resolution.
For custom workflow development we do fixed charge, After Go-Live any major changes needed we charge either hourly or fixed charges
Our support team operates 24/5, providing timely assistance for high-severity incidents. You can reach us via email or phone. Additionally, each customer is assigned a dedicated point of contact from the Wavity support team, who will assist with incident resolution, ongoing support, and any required customizations.
Agents can leave internal notes, use @mentions, apply time tracking, and use conversational UI while collaborating in real time inside ticket views.
At Wavity, data security is a top priority. Our platform meets or exceeds industry standards and is compliant with key regulations and certifications, including SOC 2, HIPAA, and GDPR.
Wavity supports integration with AD, Azure AD, Okta, HR systems, Jira, Asana and other third-party applications via REST and Open APIs.
Please provide as much information and detail as possible. This will help in speedy resolution. At a minimum, please provide the following:
- Company name
- Contact person's email and phone number
- Use case (Application) name
- Issue description along with screen shots or recorded video (if possible),
- When issue/problem occurred
- Severity of issue – (Minor, Major or Critical)
- Was the issue being reported previously working? If yes, what changes were made between the time the functionality was working and broken?
When logging an incident, it's important to provide clear and detailed information to help IT resolve the issue quickly. While the exact steps may vary depending on your tenant's setup, the typical process includes:
- Log in to your account.
- Click "Report an Incident" from the quick links.
- Provide the following details:
- A brief description of the issue
- The time it occurred
- Any error messages
- Affected services or systems
- Steps you've already taken to troubleshoot
- Attach any relevant screenshots or log files to assist with diagnosis.
- Click "Submit" to send the request to an IT agent.
- You’ll receive an Incident ID to track the status of your request.
ITSM (IT Service Management) is a structured approach to designing, delivering, managing, and improving IT services to ensure they support business objectives. It emphasizes aligning IT services with organizational goals and includes core practices such as incident management, change management, and service desk operations. Wavity offers a comprehensive ITSM solution that covers all key practices and is fully aligned with ITIL frameworks for effective service management.
Incident management is a core ITSM practice focused on restoring normal service operations as quickly as possible after an unplanned interruption or reduction in service quality. Its goal is to minimize the impact of incidents on business operations and ensure service levels are maintained. This process typically involves identifying, logging, categorizing, prioritizing, and resolving incidents. Wavity’s ITSM solution includes robust incident management capabilities, enabling efficient tracking, resolution, and reporting aligned with ITIL best practices.
Wavity Help & Service Desk is a centralized platform that helps organizations manage customer support requests, internal IT tickets, and service operations efficiently from one place.
Wavity Bots (wBots) is a zero code automation bot enables admins to create fully customizable workflows that automate routine tasks and processes without writing any code. This intuitive tool allows you to design and configure workflows specific to your organization’s needs, ensuring that tasks like ticket routing, notifications, or escalations happen automatically.
Wavity’s Conversational UI is a modern, user-friendly, and interactive interface that allows users to communicate and collaborate in real time—eliminating the need for email back-and-forth. It streamlines conversations around tasks, requests, and workflows, making interactions more efficient and intuitive.
Wavity offers solutions based on a SaaS subscription model. Our help desk solution standard version is priced at $12/Agent/month. Please visit Wavity Help & Service pricing model by clicking the following link: Help and Service Desk Pricing | Wavity.
Our pricing is guaranteed to have no hidden costs and surprises. It is billed on an annual basis. For more information on pricing, please email us at sales@wavity.com.
- Please click on Free Trial button (displayed in top right corner) on our website, https://www.wavity.com
- Select the solution name for the trial account. Enter your business email address. Click on Sign up.
- One of our support team member will reach out to you to set up your free trial account. You will also receive an email once your free trial is activated.
- Alternatively, you can reach out to us at freetrial@wavity.com.
Wavity licenses renew annually. Multi-year pricing locks can be negotiated based on engagement terms.
Wavity follows an annual subscription-based licensing model, determined by the number of technicians or agents. There are no caps or limitations on usage within the licensed terms.
Yes, there will be migration costs depends on what we are going to migrate, we offer a fixed-price or hourly model SOW. Legacy data migration will be handled many different ways.
Wavity allows you to generate a wide variety of reports based on the data within the platform. For example, in IT Service Management (ITSM), you can create reports on ticket volumes, agent activity, SLA breaches, CSAT trends, and more. All reports are exportable and can be customized to meet your specific needs.
Native integrations include Email, SMS, Active Directory (AD), SCIM, Jira, Microsoft Teams, SSO, WhatsApp, Slack, Instagram, Calendar, and Drive. Wavity also supports OpenAPI, REST APIs, and Webhooks with no usage limits.
Wavity offers comprehensive training for both administrators and users to ensure full understanding and effective use of the platform prior to Go-Live. Additionally, all training materials, including detailed documentation and runbooks, will be provided for ongoing reference.
In alignment with ITIL standards, we offer a set of prebuilt dashboards and reports to support key ITSM functions. Additionally, we provide the flexibility to create and customize an unlimited number of dashboards/reports tailored to the specific needs of each organization.
Yes. Wavity is fully ITIL-compliant and natively supports core ITIL processes—Incident, Problem, and Change Management—alongside other ITIL-aligned components for comprehensive IT service management.
Yes, our product is certified with ISO, HIPAA, AICPA/SOC, ISO 27001 and GDPR Compliance, this information is available at Wavity website.
The Help & Service Desk solution is available in four pricing tiers—Standard, Professional, Premium, and Enterprise—each offering tailored feature sets. An AI Suite add-on is also available. For full details, visit: AI-Driven Help & Service Desk Solution – Wavity
It is suitable for businesses of all sizes—startups, SMBs, and enterprises—and can be used by customer support teams, IT departments, HR teams, and service operations teams.