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.
In Agent dashboard, Click on the Ticket(s) assigned to me.
After clicking on that, it will display the conversational UI at the right side click on the Record details popup.
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.
