Whether you're trying to cut down on the number of tickets you create, looking to merge any ticket you see fit, or be able to communicate once to a larger group of people - with the introduction of Affected Users and Collaborators you gain it all through Teams and Email. Plus, we're supporting larger ticket request titles and auto refresh of the tickets list.

General Improvements

Tickets created through TVA now support up to 1,000 characters giving end users the ability to share more in their initial ticket submission. Plus, Agents who hang out on the list views for /Tickets, /MyWork or /MyGroupWork will now experience views that auto-refresh!

Affected Users & Merging Any Ticket

Tickets have always had just 1 requester. But now, you can have multiple requesters through Affected Users. Those listed as Affected Users on a ticket experience the ticket as though they were the requester. That means, comments left by Agents are received by all through Tikit Virtual Agent. Giving everyone the same update, at the same time, with the ability to response and add attachments just like the requester of the ticket.

This also means, another feature is making its way in from the roadmap with the ability to merge any ticket, by any number of requesters. With this change, let's say you have 4 tickets from different requesters and your currently viewing 1 of those tickets. When you merge the other three, an updated dialogue appears:

Specifically, the other ticket's requesters will become Affected Users of the current ticket. But you might also some other new language above with Assignee/Collaborators.

Collaborators (Multiple Assignees)

Another requested feature has been the ability to assign a ticket to multiple agents. With Collaborators, this is now possible. Updates made to tickets by the Requester/Affected User(s) will notify the Assignee and Collaborators of a ticket.

Updates to the rest of Tikit Experience

And with the introduction of Affected Users and Collaborators also comes the ability to leverage these new concepts throughout other aspects of Tikit.

Automations

Custom Views

Templates

SLAs

And that is just the Tikit web experience. We can't forget about improvements coming to email!

Tikit Email Connector

With the addition of Affected Users and Collaborators, the email connector is also expanding its abilities. Need to create a ticket with several people on it? Anyone featured on the To or CC lines will automatically become an Affected User on the ticket.

Of course, just like many other properties on a ticket this can always be changed by an Agent or Automation.

And that wraps things up for now! Until Technically Speaking!