About Wavity Help & Service Desk

Who can use the Wavity Help & Service Desk?

Which ITIL processes are supported natively? Incident? Problem? Change?

Which features are part of base license and which are add-ons?

What is your licensing model? Is it based on end users or technicians?

What is Wavity Help & Service Desk used for?

What is the cost of your help desk tool?

What is ITSM?

What is Incident management?

What information should I include when logging an incident?

What collaboration tools are available for agents?

What are some best practices for managing Incident tickets?

Is there a self-service portal for customers?

Is a knowledge base included? Can it be user-contributed?

In the Ticketing solution, is it possible to automatically assign a ticket to an agent or technician based on a user's location?

How does Wavity assign tickets automatically?

How does email-to-ticket work in Wavity?

How do you track and alert on SLA breaches?

How do you populate and maintain the CMDB?

How do I log in to the Wavity ITSM portal?

How do I check the status of my support ticket?

How customizable is the self-service portal? Can we brand it?

How can tickets be created in Wavity?

How can I use the Wavity AI chatbot?

How can I search or filter tickets?

Does your help desk offer omnichannel support?

Does Wavity support SLA management and escalation?

Does Wavity support live chat?

Does Wavity support automation for ticket routing?

Do you support concurrent licensing? What are the limitations?

Do you provide support for ticketing through email?

Can Wavity integrate with Slack or Teams?

Can I use canned responses or templates in tickets?

Can I collect customer satisfaction feedback in ITSM?

Can end-users track their tickets?

Are attachments supported in tickets?