Standard Ticket Life Cycle Process in Wavity Helpdesk
  • The life cycle of a ticket in the Wavity platform represents the journey of an issue from its creation to resolution and closure.
  • It begins when an end user submits a ticket through various channels such as the Platform, Wavity mobile app, chatbot, or help portal. Once submitted, the ticket is assigned to an agent who reviews the details, communicates with the user if needed, and performs necessary actions to resolve the issue.
  • 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 end user creates a ticket, agents receive a notification about the new ticket. The ticket is then assigned to an agent automatically through the routing process.
  • Agent will select the tickets from Tickets assigned to me from the Agent Personas, 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.
  • Agents can escalate the tickets up to three levels, selecting the option from dropdowns and mention the reason for escalation.
  • Agent can reassign the tickets to other agents by selecting the Reassign as Yes and re-assignment section will be popup. Choose an agent in the Reassign To field, enter the reason, and view past assignments in the Agent Re-Assignment History.
  • In the Time Capture section, once a ticket is closed and submitted, the response time and resolution time are automatically calculated and displayed.