Agent Guide: Modifying Ticket Status
- In the Wavity platform, updating the ticket status is a simple and user-friendly process.
- An agent with the appropriate access can log in to Wavity using their credentials. Upon successful login, the agent is directed to the Agent Landing Page, where they can access and manage tickets based on their assigned permissions.
- Note: The steps provided serve as sample instructions and can be customized based on specific requirements; however, the core workflow will remain the same.
- Click Ticket(s) Assigned to Me to view all tickets assigned to the logged-in agent.
- Agents are directed to the Conversation View, where they can view the selected ticket details and manage ticket-related communication.
- The Status option is available on the right side. Clicking on it will display a dropdown menu with status options such as In Progress, On Hold, Closed, Re-Open, and more.
- To view the ticket in detail, click on the Record detail popup on the right side of the conversational UI.
- Select the IT Agent tab. If you want to close the ticket, change the status to Closed. A Closed Notes will appear where the user can enter any relevant remarks or final comments.
- After entering the details, click the Submit button to apply for the changes. The requester will be notified whenever the ticket status is updated.
