In the Wavity platform, escalating a ticket is a quick and straightforward process.
An agent with the appropriate access can log in using their credentials and will be directed to the Agent Interface, as shown in the image below.
Ticket can be escalated manually by agent by following the steps shown below. However, Wavity platform also supports automated escalation through Wavity Bots (wBots) based on customized conditions.
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 for escalation.
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 escalate.
Select the IT Agent tab and enable the Escalate option. The Escalation section will appear as a popup. The user can choose the escalation levels (up to 3) from the Escalate To dropdowns and provide the reason for escalation.
After entering all the required details, click the Submit button to complete the escalation process.
The ticket will be escalated to the appropriate group, and a notification will be sent regarding the escalation.
