Feature Requests

Having a repository for Power Automate workflows gives customers a template to build off of and would expedite the building of automations. Having example templates and other ways people are using these features would be beneficial to the Tikit community.

I would like to be able to schedule meetings from a ticket and add a tikit tab to the meeting so that I can interact with the Ticket the meeting is about.

When sending a message in a ticket, the formatting appears differently when viewing the message from different locations. For example, when sending a message from web.tikit.ai that includes a double line break (press enter/return twice before a new line), the message appears with a single line break in the web.tikit.ai interface, with a double line break when viewed from the HelpBot in Teams, and has no line breaks in the email reply received by the requester. Also, Markdown formatting options seem to work when sending a message from the Teams HelpBot, but not from the web interface. Similarly, HTML code seems to work when sending messages from the web interface, and the formatting remains consistent in the email received by the requester, but the HTML code shows up as plain text in the Teams HelpBot.

Rather than deliver a card for each update made on a ticket when conversing directly with Tikit or Tikit Virtual Agent, it would be great if only a single card was presented and then continuously updated in those one on one chats.

Currently, if a user submits a ticket to Tikit via email, and we reply to the user via email (in order to send a message with better formatting, insert an image in the message, or CC users on the message), the next email reply from the user will create a new ticket, which we will then need to merge into the original ticket. Similarly, if the user submits a ticket to Tikit via email and CCs other people on the request, if the CCd users reply to the email, it will also create new tickets for each new email sent by the CC'd users, or by the original user if they reply again. We then need to change the requester to the original requester and merge all the tickets (which also sends each user a few ticket status update emails). Auto-replies from the requester to the Tikit status notification emails when updating the ticket also seem to create a new ticket.

We work a lot with people outside of our M365 tenet and it would be great if we could manually create an external user in Tikit without having them email the ticket system first or us having to send out an email and CC'ing the ticket system (even then the external user is not the requester).

I love Tikit and have been a fan since the beginning, but sometimes it's exasperating - web.tikit.ai takes forever to load the tikets and refresh when changes are made. Please increase the performance on the server side and create the possibility to save filters and remember them over the session to shorten the loading time.

The ability to have multiple end users on a single ticket is really a major requirement. Although it is fine to designate a single end user as the "owner" or "primary" contact on a ticket, we need the ability to add CC:'s to a ticket (or whatever metaphor makes sense) so that multiple end users can be included. Here are some use cases: Major incident that involves multiple users - need ability to update them all at once and consolidate in a single ticket Requests made on behalf of someone else - often a manager will make a request on behalf of their employee - or an assistant will make a request on behalf of an executive - or HR will make a request on behalf of a hiring manager. There are so many use cases involving at least two people. Input required from another party - whether it be another department or even an external individual, there are often cases where someone needs to be copied on a ticket update so that they can be made aware or even respond to the ticket to provide status. While it would also be nice to be able to merge tickets together (into a single ticket) or add tickets as child tickets (where one ticket becomes the parent), those functions won't replace the important function of being able to communicate via ticket to multiple end users at the same time. Currently, the only way to handle this is one of three methods (none of which are acceptable): Open a separate ticket for each person, even if it is merely to ask a simple question or notify someone of something. This requires a tremendous amount of duplicate work to copy the first ticket info into a separate ticket. Notify the end user on the ticket that THEY must contact another individual and notify them and provide us with any needed feedback. Send emails manually to others - i.e. not via the ticketing system.

Allow @ mentions in tickets to notify the person mentioned

Instead of only returning the single most confident response, it'd be great if the virtual agent returned a few of the most confident responses. For example, if you had a question around new hardware you could get responses that are a mix of Knowledge Articles (e.g. how to configure a webcam) and Templates (e.g. how to submit an order for a webcam).

Please add a feature for auto refresh on the tickets board at https://web.tikit.ai/tickets/board We use this to track all tickets and us not refreshing has caused us to miss tickets. An autorefresh would mitigate that.

It would be nice to have the option to customize the message sent by the Tikit or HelpBot bots to agents/users when HelpBot or Tikit has a problem. Currently, we have seen the following two messages: I don't know what just happened there, but I've gone ahead and alerted the right people. Can I help you with anything else? You seem to have caught us while we are adding & updating features! We are running around and getting tasks done as fast as possible. We don't expect this to take long. Get latest service status & updates here We would like these messages to be more verbose and customizable so that users for a specific organization can be provided with an alternative means of contact for ticket entry. This would hopefully guarantee that the downtime is known more immediately. For example, the standard Tikit downtime message could display, and then appended to the bottom of this message could be the customized/branded message. Example 1: I don't know what just happened there, but I've gone ahead and alerted the right people. Can I help you with anything else? If this message persists, please contact X at (XXX) XXX-XXXX. Example 2: You seem to have caught us while we are adding & updating features! We are running around and getting tasks done as fast as possible. We don't expect this to take long. Get latest service status & updates here. If you are in need of immediate assistance, please contact X at (XXX) XXX-XXXX.

It would be helpful to be able to toggle Knowledge on/ off instead of only deleting it to disable the bot's autoreply. Sometime you create a knowledge item that is only used temporarily (As if there were a large outage or temporary change) and you may want to retain it for use in the future. Not having to re-enter all the data again and being able to just toggle that knowledge as active or inactive would facilitate this.

Sometimes tasks may not split evenly into a single person. Sometimes multiple people may need to be assigned to a ticket or they may work in a team to get the issue resolved. Instead of selecting assignees via dropdown, having the ability to select multiple assignees would be a better way.

Copy + Paste screenshots in the submission and message section of a ticket to help explain issues and answers without having to save them as attachments.