End User Workflow Guide - Helpdesk
- In Wavity, users can create tickets through Platform, Email, Customer Portal, Slack, Microsoft Teams, WhatsApp, Instagram and Facebook and they can track the progress, status updates, and responses related to the tickets they have submitted.
- 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 user login into their credentials they will land on the User dashboard.
- Users can create a Ticket from the quick link Create a Ticket. User can select different Categories such as Database, Network, Asset, Remote Access, Security, etc., and based on the selected category, choose the appropriate Sub-Category and also specify the impact and urgency level of the ticket under Priority.
- Users can attach images or screenshots related to their queries or issues in Attachments and they can also add any user to the Watch List. After entering all the required details, click on the Submit button to create the ticket.
- Users can view Knowledge Base articles by clicking on the Help Portal.
- Users will land on the portal where they can view knowledge base articles. They can use the search bar to quickly find relevant articles.
- In the Customer Portal, users can initiate a ticket by selecting the 'Create a Ticket' option.
- User will land on the ticket creation page , enter the required the details such as priority and subject and description. After entering the details click on the Submit button.
- Users can create a ticket through the chatbot by selecting Create a ticket, chat with an agent to ask questions by selecting Talk to an agent, and view updates on their submitted tickets by selecting Get My Ticket(s).
- Users can view their assigned assets by selecting My Assets, and they can also view previously raised tickets that have been closed.
