Announcements

New updates and improvements to TIKIT

  1. Fixes, Performance, and Stability

    Improvement
    Fix

    As we prepare for several upcoming features, we're starting the year with a host of improvements to the entire Tikit experience. The update that is currently live is all about performance and reliability as it pertains to:

    - Ticket loading times

    - Loading ticket history

    - Ticket merging

    - Ticket notifications

    - Bug fixes around the Knowledge Base and scrolling

    We can't wait to share with you what's coming next. But until then, happy ticketing and thanks as always for sharing your feedback!

  2. Email Connector Updates and Enhancements

    New Feature
    Improvement
    Fix
    Announcement

    We're delivering gifts early this year with releases that address some issues customers have reported when using Firefox as well as Dark Mode in web.tikit.ai. But more importantly, we've got a few changes for Tikit's email connector that bring with it increased stability and more functionality. Let's dive in!

    General

    Apart from the improvements we'll get to below, we've made several changes to the email connector that stabilize it's performance and ever so slightly change its initial setup configuration.

    Now when configuring, you can simply select the mailbox you wish to use! Type to get started and then click connect.

    MicrosoftTeams-image

    Good to go!

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    Attachments

    Per the roadmap, we're also further extending the email connector's functionality by bringing support for processing attachments on emails and continuing to respect your organization's file compliance/security mechanisms. Your attachments continue to securely stay with you and viewable in Teams/web.tikit.ai no matter where the ticket came from!

    Once you've configured your email connector, attachments will automatically be processed on new emails arriving after that point.

    Deflect Emails

    A core mechanic of Tikit is it's means to intelligently prevent and deflect tickets from being created. However this is something that has been previously only been possible when speaking with Tikit Virtual Agent in Teams. But now you can optionally enable the ability to deflect emails as though it were a chat.

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    Just by flipping on "Ticket Deflection" employees now have the chance of receiving a response that looks like the following:

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    And following the link takes them to the form to fill out on web.tikit.ai!

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    But what about an even more streamlined experience? What about using the tools you and your organization already have and placing forms right inside of Outlook? We thought you'd never ask.

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    With Ticket Deflection and Actionable Messages enabled, employees now receive an experience on par with Teams and Tikit Virtual Agent. So let's ask for some software via email and see what we get this time.

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    Instead of a link to fill out the form, it's placed directly inline via Email. Which means you can submit from Outlook Web or Outlook desktop. Just another roadmap item shipped!

    These updates will be available on 12.14!

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  3. Knowledge Base + End User Portal and Styled Comments

    New Feature
    Improvement
    Fix

    Updates are out and with them, any End User that navigates to https://web.tikit.ai can now create all new requests and experience all of the hard work you've put into your Knowledge Base across Articles and Templates. Plus, you can now style your comments on tickets.

    Creating a Request

    If you're in Teams, start a chat with Tikit Virtual Agent. If you're in the browser, just head over to https://web.tikit.ai and click on Add Request. Just like chatting with Tikit Virtual Agent, you'll:

    1. Be asked what it is you're looking for

    2. Tikit's Artificial Intelligence springs into action

    3. The most relevant result is returned based on how you have trained your Knowledge Base. It could be text from an Article or a Template that kicks off a Custom Form you've designed

    4. BOOM. Your hard work is preserved.

    Next, let's check out what that experience looks like with Knowledge Articles or Templates from the portal.

    Knowledge Articles

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    Just like Tikit Virtual Agent in Teams, you can click "Yes" so a Deflected Ticket is created or click "No" and a ticket will be created for you. Up next, let's see the experience for those utilizing Templates in their responses.

    Templates

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    Again - just like Tikit Virtual Agent in Teams, your Custom Form is served and can be filled out to create the ticket with the properties you configured in the Template.

    With that said - all of the work you've put into creating and continue to put in your Knowledge Base is preserved. Confidence scores followed. Synonyms respected!

    Comment Styling (WYSIWYG Editor)

    We're also updating how comments can be left in web.tikit.ai with the ability to style and format your comments. This styling is available for both End Users and Analysts of web.tikit.ai.

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    But that's not it! Because for anyone working tickets there are a couple more features available with the comment section that enable you to perform Quick Actions on a ticket while leaving a comment.

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    Apart from the styling, as an Analyst you can now flip the Status, Assignee, Due Date, or the Priority of a ticket in a single action.

    Shout out to the roadmap for this idea. Also, don't forget to submit your ideas and/or upvote others that you agree with!

    Fixes, Stability, and Performance

    And last but not least, this update brings with it a host of fixes reported by our customers around how file uploads occur, how assignees/dates are displayed, and ensuring that changes such as leaving comments result in an update to the Last Modified Date so as to improve triggers for automation.

  4. Need an okay on a request? Check out Approvals!

    New Feature
    Improvement
    Announcement
    Fix

    Updates are live that include bug fixes and stability improvements. Plus it also includes the ability to bring stakeholders into any ticket with Tikit Approvals.

    Whether you're granting someone more permissions in your environment or ordering them new hardware. It never hurts to get the official okay from someone else. With Approvals you can now loop in stakeholders across your organization and Tikit will take care of everything else.

    Adding an Approval

    A ticket just came in and our favorite analyst Diego thinks it needs some oversight before he moves forward on it. Now in web.tikit.ai on a ticket you'll see the Approvals section where you can add one or many Approvals.

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    He'll click on Add Approval so he can give this Approval a Title, provide some additional details, and pick who this needs to go to. You'll notice we can optionally require a response from ALL recipients if we have multiple employees we need to get approval from.

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    We can also add an approval directly from Tikit inside of Teams as well! Because "Add Approval" has become a new action to take on tickets as an Analyst.

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    Once Diego clicks on Add to finalize the Approval. Adele will get a notification from Tikit Virtual Agent.

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    Adele can now see the Ticket from Megan, about a request for a Surface, and the details we (Diego) entered on the Approval. Whether she chooses to Approve or Decline, Diego will receive an update letting him know the outcome of Adele's decision.

    This approval is also recorded on the ticket for any and all future reference as well!

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    Got an idea? Don't forget to post your own and upvote others ideas at https://roadmap.tikit.ai/roadmap!

    Like

  5. Multi-Department has Arrived!

    New Feature
    Improvement
    Fix
    Announcement

    With the recent update to Tikit, we've improved system stability alongside bringing even more performance updates to Fluent. But the feature we know you've been waiting for has finally arrived today with the introduction of Multi-Department support.

    Multi-Department for Tikit and your Teams

    Up until now, you've more than likely configured Tikit for use by your IT Team to manage requests such as new hardware, password resets, troubleshooting, etc. But if your Facilities or HR teams wanted to use Tikit - worlds would collide!

    Now with Multi-Department any and every Team within your organization can use Tikit all while respecting Teams permissions and keeping tickets visible/editable ONLY to that Team. To get started, head over to https://web.tikit.ai/settings/teams to configure additional Teams within your organization and click on "New Team"

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    Here you can select another Team in your organization you want to configure for use with Tikit and what that Team's respective Triage channel should be. Both fields are required as with this functionality, we now allow you pass a ticket to a different Team and it automatically fall into their Triage channel.

    It's also worth calling out what the "Default" checkbox means and why you probably will not need to touch it for awhile. When Tikit Virtual Agent does not know how to respond and you choose to "Submit a Request"

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    That ticket will end up in the Default Team's Triage channel. So if IT is currently receiving all of the tickets right now, you'll probably want to keep it that way before considering migrating to a different Team.

    Once you've picked the new Team and set it's Triage channel click on Save in the top right hand corner and then...

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    Now you have secondary Team ready to use Tikit! In this case, our HR team wants to be able to manage time off requests, complaints, and other types of requests inside of Teams. Now they can do this all the while ensuring that HR can't see IT tickets, and IT can't see HR tickets.

    But it doesn't just stop at another Team being able to use Tikit. With another Team configured, several new opportunities across Tikit have lit up as well.

    Tikit Virtual Agent

    With the ability to assign a ticket to a different Team comes the ability to use that field across several Tikit concepts. For starters, let's now see what we could do with Templates and our newly created HR team.

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    How about a "Time Off Request" in a Status of Pending assigned to the Human Resources team on create? And just like every other Template, we'll head into our Knowledge Base to wire it up:

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    And just like that Tikit Virtual Agent can now handle your IT and HR requests.

    Using Teams Across Tikit

    And it's more than just Templates. Automations, Groups, and SLAs can all now leverage a Team in their respective processes! Which means Tikit can accommodate any Team within your org and respect not just their ticket privacy, but their respective request processes as well.

    All of the above is live right now and as always, if you have ideas or something you'd like to see raise a request on the roadmap!

    Like

  6. Performance Updates for Bots and Fluent UI + Roadmap requested Features

    Improvement
    Announcement
    Fix
    New Feature

    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.

    hideSubmit

    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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  7. 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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  8. 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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  9. File Attachment improvements, Related/Merge tickets, and SLAs

    New Feature
    Improvement
    Announcement

    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.

    fileattach

    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"

    relate

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

    merge

    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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  10. App Consent Breakdown, Upgraded Helpbot, and InTune Integration is Live!

    New Feature
    Improvement
    Fix
    Announcement

    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.

    tikit05

    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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