Agent Guide: How To Reassign A Ticket?

In Wavity, reassigning a ticket is straightforward and user-friendly. With minimal steps, agents can transfer tickets to the appropriate team or other agents, ensuring efficient resolution and smooth workflow management.
Note: The steps provided serve as sample instructions and can be customized based on specific requirements; however, the core workflow will remain the same.
When an agent logs in with their credentials, they are directed to their landing page as shown in the image.
In Left Panel Navigation, click on the Ticket(s) assigned to me.

The ticket opens on the Conversational View. Click the Detailed Record View icon to view the complete ticket details.

Select the IT Agent tab, and then click Yes under the Reassign option. The Re-Assignment section will then appear, allowing you to update the Re-Assignment details.

Now, select the agent in the Reassign To field to reassign the ticket and provide a reason for the reassignment.
In the Agent Re-Assignment History, you can view the list of agents who have previously worked on the ticket.

After entering the details, click on the Submit button. The ticket will then be reassigned to the agent you selected.