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!

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.

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

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.

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.

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.

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!

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.

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

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.

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.

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