Help Docs

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.

Wavity offers a self-service portal with full article management—create, categorize, archive, and restore documentation, FAQs, and KB articles.

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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.

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 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, 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’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, 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, Analytics and reports update in real-time to provide immediate insights.

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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.

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.

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.

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.

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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 live chat option in its portal for real time support by agents.

Emails sent to a configured support address are automatically converted into tickets, preserving the email thread.

Yes, customers can use a customizable self-service portal to submit tickets, track progress, and access knowledge base articles.

Wavity offers advanced filtering, tagging, and search functionality to quickly locate tickets by status, category, or keywords.

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. Wavity supports macros and templated responses to save time and maintain consistency in replies.

Agents can leave internal notes, use @mentions, apply time tracking, and use conversational UI while collaborating in real time inside ticket views.

Yes, you can define SLA policies and escalation rules based on your requirements. Wavity will automatically alert or escalate unresolved tickets based on timelines.

Using wBots (workflow bots), Wavity routes tickets based on category, priority, sentiment, or user-defined rules.

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.

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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.

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.

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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:
  1. A brief description of the issue
  2. The time it occurred
  3. Any error messages
  4. Affected services or systems
  5. 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.

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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.

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.

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.

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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.

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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.

Please provide as much information and detail as possible. This will help in speedy resolution. At a minimum, please provide the following:

1. Company name
2. Contact person's email and phone number
3. Use case (Application) name
4. Issue description along with screen shots or recorded video (if possible),
5. When issue/problem occurred
6. Severity of issue – (Minor, Major or Critical)
7. Was the issue being reported previously working? If yes, what changes were made between the time the functionality was working and broken?

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"

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, 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 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.

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.

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.

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.

How to create role-based Dashboards/Layouts – Wavity

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.

• 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.

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.

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.

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.

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.

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.

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.

Wavity provides work calendars for all our solutions. Your work calendar can be configured to reflect your company policy and holiday schedules.

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.

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.