In the Wavity platform, updating the ticket status is a simple and user-friendly process.
An agent with the appropriate access can log in using their credentials and will be directed to the Agent Personas, as shown in the image below.
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 on Ticket(s) Assigned to me to select the appropriate ticket to change ticket status.
After clicking on Ticket(s) assigned to me, the user will be directed to the Conversational UI. All assigned tickets are listed on the left side. Select the ticket you wish to update the ticket status.
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 the changes. The requester will be notified whenever the ticket status is updated.
