We've got several updates and a lot to cover, so let's get at it!

Automation

They're more powerful than ever, because Automations now have even more ways to fine tune conditions to your liking with the introduction of Evaluation Types.

With Evaluation Types, you can now build filters based on whether the chosen property Changed, Changed From something specific, Changed To something specific, or Changed From one specific item to another specific item. Speaking of which, eagle eyed customers might see something else in the above screenshot. But if not, it's a great way to move into some functionality and properties that are now making their way into Automations.

Source

Tickets created through various mediums will now automatically set their Source property depending on where they came in from. Giving you another data point to pivot off of.

Tags

This is right from the roadmap and puts Tags right into Automations! One tag, two tags, any amount of tags will do for the next Automation you want to build.

SLAs

How about building Automation/Custom Notifications based on SLAs?

Notifications

We're also giving you more ability to control what emails go out but also support for pushing properties from the ticket right into email and sending to people external to your organization.

And if you're using our Email Connector, you'll be able to choose it as your From address

But there are plenty of properties available to use, to get started just drop into the Subject or Body and start by typing { to bring up the available properties to use.

Email Connector

Very related to to the above gif for Email Notifications. Updates to tickets, processed via email, will now look for #Id anywhere in the subject. So whether you're customizing outbound notifications or deeply integrating with Power Automate. All it takes is throwing the ticket ID right after # in the Subject.

There is also one more change that's made its way to the email connector and that's how new vs. updates to tickets are processed. Let's say:

• You're on an email chain, forward it over to Tikit. The entire thread will make its way into the the freshly created ticket. Conversation preserved!
• You're replying on an email chain, the most recent reply in the thread will update the ticket. Keeping your Activity pane tidy!

Tasks

Need a checklist of things to do on a ticket? How about assigning someone else a portion of the work to do on ticket? With Tasks, you can now do just that.

You can add as many Tasks as needed and everyone will get notified in Teams! But with Tickets, Approvals, and now Tasks - that's a lot of work that could be moving around. If only there was a place to centralize all of that...

My Work and My Group Work

While the Tickets view provides exactly what you would expect. We wanted to offer a different way to centralize all of the work flowing through Tikit. That's where My Work comes into play.

This view offers the currently signed in Agent access to all of their Tickets, Approvals, and Tasks in a single view with the ability to quickly switch views along the top navigation. This view also shows the Type of item you have assigned, SLAs, and more. But there is also another view available right beneath this one and it provides the currently signed in Agent the ability to view all of the work assigned to their immediate peers per how you've configured Teams/Groups.

Now if one of your colleagues is out sick, on vacation, or just not available for whatever reason - you can easily check in on their work from this view. Because what's true in both cases is you'll be able to view Tickets and their associated Lifecycles and current Phase of work.

Lifecycle

Being able to add Task and Approvals to a Ticket is one thing. But being able to define when and where in a process they are needed is another entirely. With Lifecycles, we're giving you the ability to build out your processes in Tikit through any number of Phases to ensure work gets to the right people the first time, only when it's their turn, every time. Phases can contain any number of Tasks and/or Approvals.

I've already got one Lifecycle configured, so I can make sure when we onboard employees we're always following the same process and can track things every step of the way. As you'd expect, once created you're free to come back and edit this process as often or as little as you need to.

You'll also notice a couple other things here. Not only can you control the Ticket Status based on whether or not the Lifecycle Completes or Fails. But you can define all the various paths to get to a Complete or Failed Lifecycle through Transitions. They can be as simple as "As long as all of the Tasks Complete and Approvals are Approved" move forward to the next Phase. But they can also be as complex as necessary. Maybe instead of failing a Lifecycle, you want to return to a previous Phase of work or maybe skip forward to another Phase of Work.

Once we have a Lifecycle created, we need to apply it to Tickets. We wanted to make sure that process was easy and it can be done through a means you already know, with Templates.

Templates and Custom Forms

If you're looking to apply a Lifecycle to a Ticket, you can do this with Templates. Just pick your Lifecycle and done! Now every time you apply the Template or Tikit Virtual Agent does, the Lifecycle engages.

We've also introduced the ability to create Templates that do not have Custom Forms. Meaning you can now apply Templates to set several properties in a single go!

Once applied, not only can you see which Lifecycle is applied but you can also see where you are in the process.

And of course, as Phases begin relevant notifications go out to those parties for Approvals and/or Tasks. Plus, Tickets in Teams reflect these new properties as well.

As always, permissions throughout Tikit are respected based on the Team's you are a part of. But with Lifecycles, we're giving people throughout the organization the means to view information about a Ticket they are associated with. Whether that association be the Requester, the Assignee of the Ticket, the Assignee of a Task, or the Approver of an Approval. Everyone is brought into the know of what's happening with a Ticket that has a Lifecycle associated with it.

And speaking of permissions, we're also going one step further with the introduction of RBAC for Tikit.

Role Based Access Control (RBAC)

This builds on a request from the roadmap giving you the ability to further breakout roles within Tikit. Now it's possible to setup roles for Admins, Super Agents, Agents, and Knowledge Agents. But what's the difference between an Agent and a Super Agent?

Previously, our Agents role that was provided out of the box had a lot of capability. But what we heard directly from our customers, through support channels, and here on the roadmap site is that it was too much. So now we've renamed them to Super Agents and created a new Agent role that can only work tickets and manage Tags.

Again, the Super Agent role is everything you're already used to and we've done the work of moving everyone into it so your permissions within Tikit continue to be followed. But now what this means is you can create other Teams/Groups with less access to some of Tikit's core configuration.

And with Knowledge Agents, we're giving you a way to create a role for people who just need to create Knowledge entries, including Templates. Which means Knowledge Agents can create, edit, and manage Knowledge in full for Deflection or create Templates and link them up to serve your own Custom Forms for AI based routing.

Wrapping up

We're excited to have this out and still have plenty more updates on the way this year. As always, thanks for your feedback, your feature requests, and using Tikit!

We've been hard at work getting ready for the launch of our ITSM plan next month and while it's right around the corner, we've still got changes available to everyone right now!

For starters, we've recently deployed a host of bug fixes reported by our own internal findings and of course you, our customers. But it's not just bug fixes, we've also made a few enhancements around...

Creating a Ticket from Chat

Faster load times when creating a new ticket from scratch

 This one is right from the roadmap with support for even more of the ticket properties you're used to when creating a ticket directly from a chat.

Tikit Languages

And we're also introducing support for complete localization of Tikit starting with French. In order to make the French selection available, just add French as one of the languages in your browser such as Edge or Chrome. Just head into Settings -> Languages -> and then Add languages.

Edge

Chrome

Then just head back to your preferences on web.tikit.ai to select it!

That's all for now, see you next time...or at Technically Speaking this Friday!

This release includes updates to filters on ticket grids, agent preferences, and as always - fixes and general performance improvements for all of Tikit. Let's get into it!

Ticket Grids

This one comes right from the roadmap and it's the ability to find Requesters faster in your filters with the updated people picker now available.

And just like you'd expect, you can continue to add as many people as necessary

Agent Preferences

You might remember that sometime ago we introduced Preferences to give Agents the opportunity to personalize their Tikit theme, and up next is the ability to customize your own experience when you arrive at web.tikit.ai by choosing how much of a Request you want to see. Honorable mention goes out to the following roadmap item :)

Changes are instant and happen on a per agent basis. Which means you can always change your mind whenever you'd like.

Default - Ticket requests are displayed in full

Abbreviated - Ticket requests are condensed to fit on a single line. Hovering your mouse over the ID or Requester will reveal the full request without having to click into the ticket.

That's all for now, but we've got plenty more on the way. Happy ticketing and keep the ideas coming!

If you joined us for Technically Speaking a couple weeks back, then you knew this was coming. But if you didn't manage to attend, that's alright! Because today Custom Views are now live in web.tikit.ai that let you build your own views that you and members of your Team can consume. Plus, if you find yourself frequently working out of web.tikit.ai we're also making a couple improvements here as well with view persistence so that whenever you come back to web.tikit.ai, we'll put you exactly where you left things last time. Plus - more filtering options. Let's get started!

View Persistence

 From the roadmap, we heard that when it comes to styling a view as you see fit and then either refreshing/navigating away from the page those changes are lost requiring you to re-style them again. With this update, these edits are now maintained regardless if you refresh or navigate away!

But maintaining your own personal look of the Tickets page is really just the beginning of things with this release. Because apart from maintaining view persistence for a single Agent we also have something that can benefit whole Teams of Agents.

Customizing Views

This one is also right from the roadmap and delivers on the ability to not just maintain view persistence, but now also offers the ability to wholly create dedicated views with filters, sorting, and the columns you want. We've got two ways to create Custom Views, so let's get started with modifying the one you see first when you arrive at web.tikit.ai by clicking on "Configure Columns"

Here you're free to add what columns you'd like to see in your view just by checking them off. You're also free to re-arrange to reorder the columns and which column (if any) you want to sort by.

Once you've clicked Apply, you'll see your new layout just for you. But what if you've done something that you think your fellow agents will benefit from?

Creating a Saved Custom View

Let's keep going with our previous example. You've ordered the columns how you want them, you've defined your sort order, you may have even filtered that view further down. In any case, once you're satisfied, click on Save View

Then, let's fill out some details about this new view of ours. Give it a Title, choose your filters, and further customize the columns if you so choose. Then click on Save.

Then, whenever you want to use this view, just select it from the dropdown. But we said there were two ways to create Custom Views. That's why you'll also notice here that there is also the option to "Add New View +" straight from this dropdown.

Clicking on "Add New View +" lets you create a new dedicated custom view from scratch. Best of all, Views provide unique URLs which means you can share them with teammates!

More Filtering Options

This update also brings with it the ability to filter on Due Date or Resolved Date. But we're delivering on another roadmap request with the ability to filter by Tags.

Plus, you can use those same filters on the board view!

Performance

We've also released several enhancements this year that have made Tikit faster and that is a change everyone should be experiencing. Our thanks to Microsoft for continuing to improve the M365 platform and those we've worked closely with enabling us to make Tikit the absolute best it can be!

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!

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.

Good to go!

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.

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

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

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.

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.

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!

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

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

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.

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.

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.

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.

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.

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.

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

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!

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

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"

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"

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...

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.

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:

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!

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.

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.

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.

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.

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.

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

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.

Everything above is live right now. Enjoy!