Announcements

New updates and improvements to TIKIT

  1. Today we've released performance updates across the entire Tikit experience for the bots and Fluent UI. We've also made some AI enhancements, as well as introduced some new functionality for exclusively for Fluent UI.

    No use waiting another moment. Let's dive right in!

    Bot Enhancements - Ticket Submission

    When it comes to submitting tickets via the Tikit Virtual Agent, we've heard in a handful cases about multiple/duplicate tickets. Now when a ticket is created, Tikit Virtual Agent hides the recently created ticket to avoid this issue.

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    Artificial Intelligence - Improved Confidence

    We've also made some changes to make sure the Tikit Virtual Agent is even more confident of returning an answer with the introduction of Synonyms.

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    With Synonyms, you can now define like words and improve your already existing Knowledge Base. Just head into Knowledge -> Synonyms and start adding them. Changes take effect immediately and will improve your entire Knowledge Base in the process.

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    A shoutout and thanks to the customers who raised and upvoted this on the roadmap!

    Fluent UI - Performance

    We've also been incredibly focused on the speed of moving between different aspects of web.tikit.ai. As such, this release introduces performance enhancements across the board. Whether it be loading grids, navigating into tickets, switching views, changing settings, or even interacting with the bots. ALL OF IT is more responsive than ever.

    And beyond performance, there are also several changes now available in web.tikit.ai. The first is support for pagination on grid views. Tickets are now are broken out into pages of 20 to keep things a bit more tidy when looking at grids.

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    Second is infinite scroll when you're in an edit ticket screen. All tickets on the left hand side will seamlessly load as you scroll.

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    Third, is the ability to toggle Survey functionality on/off if you so choose

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    And the fourth change now available on web.tikit.ai was a request that we heard from customers on the roadmap about including support for Dark Mode. After a rigorous approval process, we've now achieved an SPF rating of....err we mean... with this change, you now have the choice to force light mode, dark mode, or for us to just follow your current system setting.

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    Everything above is live right now. Enjoy!

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  2. Updated Filters and Surveys are here!

    New Feature
    Fix
    Announcement
    Improvement

    When it comes to Service Desk interactions, reporting on tickets flowing through the system is one thing. But user satisfaction is another entirely. With this update to Tikit we're bringing performance improvements to web.tikit.ai and Teams bots, support for filtering on requesters in web.tikit.ai and the ability to survey users where it makes sense - right within chat.

    Surveys

    As an Analyst, all you have to do to use surveys is keep doing what you're already doing. Resolving tickets! Anytime a ticket is marked as Resolved, the Requester receives a notification as they do today with one added benefit - they can now acknowledge if the ticket was resolved to their satisfaction.

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    Clicking Yes is confirms the response and presents a way for the requester to rate their experience:

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    Whereas clicking No gives the requester the ability to provide reason why it wasn't resolved to their satisfaction, and it also reactivates it for them.

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    Reports

    And of course the only way to truly round out this kind of interaction is to visualize it. Which is why we've also introduced a new report on web.tikit.ai to show off your brand new survey results.

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    Filtering on Requesters

    Last - we've also updated our list of filters to include the community request for filtering on the Requester within web.tikit.ai.

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    Bot and Fluent UI Performance Updates

    We've also made the first of several upcoming performance enhancements to bot interactions and web.tikit.ai. Both should result in faster interactions with the bots and moving between tickets in web.tikit.ai

    These updates are available right now. Enjoy!

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  3. Automation: Schedules and Notifications

    New Feature
    Improvement
    Announcement

    We've just released updates to Automations as requested by you here on the roadmap. Now you can schedule automation and/or choose to send Notifications as part of an automation. Let's check it out!

    Automation: Schedules

    For example, let's say we want to automatically create a process that moves all Resolved tickets that haven't been touched for 3 days to Closed. First, let's flip the toggle to "On a schedule" and have it check every day.

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    Then in our filter, we'll say the Status equals Resolved and Modified Date is earlier than or equal to 3 days ago.

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    Now in our Do section, change the Status to Closed. Maybe leave a comment showing why this was Closed by Automations? The choice is yours!

    Automation: Notifications

    Another area of interest for automations is triggering a notification on a certain event or a delayed one. For example, maybe you want to setup a friendly reminder for yourself to follow up on a certain set of tickets. For example, maybe all Tickets of a certain Type, in a specific Status, etc. etc.

    Just like above, we'll use "On a Schedule", check in every day, and then in our filter define if the Assignee is not null, the Status is Pending, and the Modified Date is more than 3 days ago.

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    Then we'll define an Action Type of Notification. Here we're free to choose who we want to notify and how we want to notify them. We'll choose to notify the Assignee via Teams.

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    Ready to see it in Action? Just head over to Automation to get started!

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  4. Enhancements + a few brand new features will help you do even more with Tikit. All made possible by you and your votes on the roadmap!

    File Attachment improvements

    Start your conversations to Tikit or the Virtual Agent with images. Doing so, now lets you immediatley move into ticket creation whether you're an Analyst on the Service Desk or a member of the business looking for help.

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    Related Tickets (and Merging!)

    Need to link a few tickets up so they're related to one another? Just head into a ticket, and click on "Relate"

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    Need to handle duplicate tickets and/or just merge a couple into a SINGLE ticket? Just head into a ticket, and click on "Merge".

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    Merged tickets will bring up all Comments and File Attachments into the ticket you're working on plus it will Close the tickets you merged automatically.

    Service Level Agreements (SLAs)

    Finally - an ask we've heard has been the need to setup and configure SLAs so as to keep your Team on top of it's most pressing tickets. With SLAs, we're giving you a host of ways to configure criteria while keeping things simple.

    For example, let's say we want to build something like...

    - Active Tickets

    - Assigned to our Level 3 Group

    That have been in this state for

    - More than 1 hour to receive an SLA Approaching Breach notification

    - More than 2 hours to receive an SLA Breach notification

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    Once we've configured and saved, our SLA takes effect on all tickets matching the criteria. We can even see how many tickets are currently impacted by this SLA directly on the SLA screen.

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    And of course, working tickets as an Analyst reveals how many SLAs are on a ticket along with their respective time remaining.

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    Once a ticket's SLA is satisfied, you'll see it accordingly.

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    And likewise for approaching breach/breached

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    Tikit Virtual Agent

    We've also made a small tweak to Tikit's Virtual Agent when no response is found. Now it says "I am sorry I don't have information regarding that topic. Please click 'Submit a request' below to get more help or click 'Status of my request' to view your open tickets."

    Wrapping things up

    Got questions on any of these new features? We've got answers! The Help Center has been updated with articles on:

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  5. We've got a few things to cover with this announcement and they are all changing the way you interact with Tikit on every level. Let's get started with...

    Helpbot Enhancements

    We've introduced some new functionality on HelpBot, so instead of chatting and asking for My Requests for end users to update. End Users can now just navigate straight into them with the new "Requests" tab.

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    Once there, users can further dive into tickets to leave comments or upload new attachments!

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    This functionality will also be included in the upcoming, certified, Tikit Virtual Agent!

    New App Consent

    We've heard from customers and prospects alike that when it comes to provisioning Tikit, it'd be great if there was a way to gradually scale up app consent with functionality as you grew. Now you can just by heading over to Settings at web.tikit.ai! Then navigate into the new Feature Configuration section.

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    Here you'll be able to see a breakdown of permissions that are at a minimum required to use Tikit + new features that you can enable as you so choose.

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    Here you can see a breakdown of permissions per specific feature set within Tikit. Including granting access to InTune for user device management.

    Microsoft Intune

    With our previous integration to InTune, we gave you a way to see user's devices and use it as a jumping off point into the InTune portal. But with our latest round of enhancements, we're giving you a wholly new way to manage user's and their devices directly from within Tikit. Once enabled and permissions granted, let's head over to one of our user's within Tikit.

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    On the Linked Devices tab - whether it be PC, Mac, iPhone, Android, you'll find it here. Plus you'll be able to see other relevant details about each device such as compliance status, device free space, and the ability to Retire, Lock, Reboot, and view on the Microsoft InTune portal.

    Wrapping up

    This release certainly brings a host of changes with it along with fixes for session timeouts when working with web.tikit.ai. Until next time!

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  6. Add to tickets with Email Replies!

    New Feature
    Improvement
    Announcement

    We've heard from you that when it comes to working tickets from email, it'd be great if simply replying to an email was all it took to update a ticket. And starting today, that's exactly all it takes!

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    In the above screenshot...

    1. Adele has created a ticket via Outlook

    2. Diego responded to her in Teams

    3. Adele gets that notification via Outlook

    4. Adele responds to this notification from Outlook and her ticket in Teams is updated!

    This feature is live and available right now! Check out our Knowledge Article on it over here.

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  7. With a growing number of customers, we're working hard behind the scenes to ensure Tikit continues to scale for new and current customers alike so they can work faster.

    What's new for Analysts on web.tikit.ai

    Performance

    We have upgraded our infrastructure to support faster load times when navigating to "Tickets" and loading individual tickets.

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    Bulk Edit

    You asked. We delivered! With Bulk Edit, you can now update one, five, or fifty tickets with a single change. Just select the ticket you want, hit edit and flip the Assignee, Group, Priority, or even...

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    Ticket Type

    While Categories are great for providing information about the nature of your tickets and making reporting easier. With Ticket Types, we're giving you another angle to view the nature of your work!

    For example, you could create a Ticket Type such as:

    • Incident and mark all tickets that are break/fix in nature like "my laptop won't turn on" or "the projector doesn't work"
    • Favor/Request and mark all tickets that are "I need..." in nature but not necessarily broken such as "I need to order a new laptop" or "Can I get a USB drive?"
    • Change for the times you want to see changes being made to various systems within your organization

    Once you're using Ticket Types either by setting them per ticket or on Templates (that way they are always set!) You can start asking questions like:

    • How many Networking Incidents are there vs. Networking Changes?
    • How many Hardware Favors are there vs. Hardware Requests?

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    Optimizing Triage

    We've also been focusing on the user interfaces within the Triage Channel to make things more manageable if you aren't using Groups or Templates.

    Improving Automations

    We discovered an issue with a handful of customers wherein those with large volumes of automations would gradually begin to slow down their ability to update tickets and add comments to tickets. This has now been fixed for everyone!

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  8. We've made several changes to web.tikit.ai spanning performance enhancements, completely new functionality, and the introduction of the End User Tikit portal.

    What's new for Analysts on web.tikit.ai

    Column Sorting: While you'll always see the most recent at the top of the list. You can now sort on any column you want in the web app.

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    File Attachments: You can now filter File Attachments just like Comments from Teams, quickly delete/download from the web app, and upload by drag n drop!

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    Faster and Updated Layout: Apart from from bringing performance enhancements to the web app, we've also brought a completely new and redesigned layout for interacting with tickets. Expand what you need, when you need it and keep the emphasis on conversation.

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    What's new for End Users on web.tikit.ai

    Up until now, people in your organization who didn't work or manage tickets could not access web.tikit.ai. But today, all of that changes with the introduction of our all new end user portal that enables your Ticket (Tikit?) Team's customers the ability to update and manage their requests from the web.

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  9. Email Enhancements and Web App Updates

    New Feature
    Improvement
    Fix
    Announcement

    We've made a couple changes recently that let you work faster in all sorts of new ways including:

    Web App

    - Start an Email or a Chat right from the User's Information page or Ticket!

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    - Viewing Tickets now sort newest to oldest

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    - Performance enhancements that speed up your experience no matter where you're navigating

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    Actionable Messages for Outlook

    If you're looking to do more with email, you can now optionally enable Actionable Messages from the Email Connector's configuration page. Then working with tickets via Outlook will present interactive cards just like Teams! How about that for a unified experience?

    Read more about Actionable Messages in TIKIT, here.

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    Beta Web App Updates

    We have also added the Access Token UI to the Beta Web App. Next we will be adding the Billing UI and we have made some major Improvements to the Edit Ticket UIs. With those changes the new Web App will be ready for RC.

    Fixes

    We also fixed a few issues that where reported here:

    https://roadmap.tikit.ai/roadmap/allow-sorting-the-order-of-status-and-priority

    https://roadmap.tikit.ai/roadmap/email-connector-edit-auto-reply

    https://roadmap.tikit.ai/roadmap/external-email-support

    Stay amazing. Get awesome!

    --

    Tikit Team

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  10. Ticket Templates

    Ticket Templates allow you to define Preset Properties and Design Custom Forms, that can be applied to existing tickets or that can be used, by the HelpBot Virtual Agent, to intelligently route request.

    Knowledge WYSIWYG

    We have reworked the Knowledge UIs to not only support responding with Templates, but we have also added a WYSIWYG editor for crafting rich text replies, including adding images!

    You can read more about Ticket Templates & Knowledge Improvements: HERE.

    We have added Automations & Security to the new Web App UIs (In Beta). We also introduced a new settings menu in the header where you can access Settings & Configurations UIs, in order to remove clutter from the main left - hand navigation. We plan to take this UI out of Beta in early Q1.

    Happy Holidays

    --

    Tikit Team

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