Mastering Ticket Management with Wavity
Ticket management on help desk and service desks is a cornerstone of effective customer support and IT service delivery.
Learn how to create, assign and manage your support tickets inside your help desk or service desk.
In this guide for ticket management, we'll discuss the key aspects of ticket management, providing actionable insights and expert advice to ensure you make the most of Wavity's AI-powered capabilities.
1. Staying Informed: Checking the Status of Your Ticket
Email Notifications:
Wavity keeps you informed with regular email notifications. Stay updated on your ticket's progress, from issue identification to resolution.
You might want to adjust your email preferences to receive timely notifications. Regularly check your inbox for updates to stay in the loop.
2. Creating Effective Support Tickets: Information is Key
Detailed Information:
When creating a support ticket, provide comprehensive details. More information means faster issue resolution.
Key Details to Include in your support tickets:
- Company name
- Contact person's email and phone number
- Application name (use case)
- Detailed issue description with screenshots or recorded videos
- Date and time of the issue
- Severity level (Minor, Major, or Critical)
Top top: Use a template for support ticket creation to ensure you cover all necessary details. Attach relevant files and documentation to expedite the troubleshooting process.
3. Omnichannel Support for Seamless Communication
Diverse Channels:
Wavity offers omnichannel support, including Email, WhatsApp, Slack, and SMS.
Leverage these channels for effective and seamless communication.
Top Tip: Choose the communication channel that best suits your preferences and urgency.
For urgent matters, consider using real-time channels like WhatsApp or Slack.
4. Understanding the Cost: Transparent Pricing for Your Budget
SaaS Subscription Model:
Wavity operates on a Software-as-a-Service (SaaS) subscription model, priced at $25/Agent/month.
This inclusive pricing covers access to all features, eliminating hidden costs and surprises.
Billing Transparency:
The subscription is billed annually, providing predictability in your budget.
Top Tip: Reach out to sales@wavity.com for a detailed breakdown of pricing specific to your organization's needs.
Understand the value each feature brings to make informed decisions.
5. Ticket Assignment Strategies: Optimizing Workflows
Default Round-Robin Assignment:
Wavity's ticketing solution defaults to round-robin assignment, ensuring a fair distribution of workload among agents.
Location or Category-Based Assignment:
Explore the option to assign tickets based on user location or issue category.
Tailor the assignment strategy to align with your organizational structure and priorities.
Top Tip: Review your ticket assignment strategy periodically. Consider adjusting based on workload distribution and agent expertise.
6. Role-Based Dashboards: Tailoring Views for Efficiency
Dynamic Dashboards:
Wavity offers dynamic dashboards/layouts tailored to specific roles.
Create user and group-specific dashboards to ensure individuals see only what is relevant to their responsibilities.
Multiple Dashboards for Varied Roles:
Easily create multiple dashboards/layouts based on the roles of individuals within your company.
Top Tip: Regularly update dashboards to reflect evolving priorities and responsibilities. Empower users with the information they need for effective decision-making.
7. Single Sign-On (SSO): Streamlining Authentication
SSO Integration:
Wavity supports Single Sign-On (SSO) integration using SAML-compliant tools such as Okta, Azure AD, and Ping.
This streamlines authentication processes, enhancing security and user experience.
Compatibility with Third-Party Tools:
Explore SSO integration with third-party tools, making it convenient for users to access the platform securely.
Top Tip: Implement SSO to enhance security and streamline user access. Ensure compatibility with your existing authentication tools.
8. Free Trial Experience: Exploring Wavity's Capabilities
Easy Sign-Up Process: Initiating a free trial with Wavity is straightforward.
Visit https://www.wavity.com, click on the Free Trial button, select the solution name, enter your business email address, and click Sign up.
Personalized Onboarding:
Wavity's agents will reach out to you to set up your free trial account. Take advantage of this opportunity to explore the platform's features.
Top Tip: Actively engage with the free trial. Test different features, create and manage tickets, and assess how Wavity aligns with your organization's needs.
9. Efficient Ticket Creation: A Step-by-Step Guide
User Dashboard Navigation:
To create a ticket, navigate to the user dashboard. Click on the quick link "Create Ticket."
Information Entry:
Enter all required information, including the subject, category, sub-category, impact, urgency, and priority levels. Utilize the watchlist to notify supervisors about the ticket.
Top Tip: Encourage users to provide thorough details when creating tickets. This reduces back-and-forth communication and accelerates issue resolution.
10. Service Level Agreements (SLAs): Enhancing Performance Metrics
Configurable SLAs:
System admins can define SLAs based on specific criteria. Configure SLAs to capture, store, and relay detailed task ownership information and duration for all tickets.
SLA Information Entry:
Fill in SLA details such as name, priority, target (incident, problem, change), and response and resolution durations for each priority.
Top Tip: Regularly review and update SLAs to align with changing business priorities and service level expectations.
11. Standard Process for ITSM: Optimizing Workflows
Modern Interface:
Wavity's ITSM solution boasts a modern interface, ensuring a user-friendly experience.
Role-Based Dashboards:
The platform offers role-based dashboards, providing users with insights tailored to their responsibilities.
Top Tip: Use the full potential of Wavity's ITSM solution by exploring and implementing features such as automated workflows, change and problem management, and on-demand analytics.
12. Life Cycle of a Ticket: Maximizing Efficiency
Ticket States:
Understand the life cycle of a ticket, from Open to In Progress, On Hold, Awaiting User's Response, and Closed.
Each State's Significance:
Appreciate the importance of each state in ensuring the success of the process and delivering quality service.
Top Tip: Regularly review the life cycle of tickets within your organization. Identify bottlenecks and areas for improvement in the process.
13. Interactions and Collaboration: Fostering Effective Communication
Interactions Section:
Agents and users can interact multiple times through the 'Interactions' section in the platform.
Collaborative Features:
Leverage collaborative features to enhance communication and problem-solving within the platform.
Top Tip: Encourage a culture of collaboration within your support teams. Regularly check and respond to interactions to maintain a smooth workflow.
14. Analytics and Reporting: Data-Driven Decision-Making
Role-Specific Analytics:
Use analytics and reports based on roles and data within the platform.
Customizable Widgets:
Leverage customizable analytics widgets to monitor key performance indicators and track trends.
Top Tip: Regularly analyze analytics data to identify patterns, areas for improvement, and opportunities to optimize your ticket management processes.
15. Continuous Improvement: A Culture of Optimization
Regular Reviews:
Conduct regular reviews of your ticket management processes, considering user feedback and system performance.
Feedback Mechanisms:
Establish feedback mechanisms to gather insights from both users and support teams.
Top Tip: Implement changes and optimizations based on feedback received. Foster a culture of continuous improvement within your organization.
Easier Ticket Management with Wavity.com
Mastering ticket management with Wavity involves a strategic approach to using, iterating, continuous improvement, and collaboration.
By following the actionable tips provided, your organization can optimize ticket workflows, enhance communication, and deliver efficient and effective support to users.