Agent Guide: How to Reply Back to the Requestor for an Incident
HomeProductsIT Service Management (ITSM)Agent Guide: How to Reply Back to the Requestor for an Incident
- In the Wavity platform, handling and updating incidents as an agent is a simple and intuitive process.
- Note: The steps outlined below serve as general instructions and can be fully customized to meet specific organizational needs; however, the core workflow remains the same.
- Agents with the appropriate access can log in using their credentials and will be directed to the Unresolved Incidents page, which is the default landing page in this case.
- From the Unresolved Incidents, Click on any of the incident.
- Agents can use the conversational UI on the left side to communicate and converse with users directly within the incident.
- Enter the response message for the requestor.
- Click Send to deliver the message.
- The requestor will receive an email notification containing the reply.
