Feature Requests

We need a way to mass edit tickets such as re-classifying, re-assigning, etc.

When conversing with someone on a ticket, it would be useful to see their related InTune devices

Due to the convenience of HelpBot and the email connector, we have noticed users have been keen to enter multiple tickets about the same request. As a stop gap to this, I have created an automation that checks for a new comment to be added to a ticket which says "Duplicate of ticket", then automatically closes the ticket. It would be nice to have the option to merge tickets, instead, so information is not lost by users who enter multiple tickets about the same issue. This could be done by having a multi-select dropdown on new ticket entry and ticket modification that allows agents to select tickets to combine. Perhaps it could be similar in concept / structure to the "Similar ideas:" selection gallery above this new idea entry field. The ticket details of the younger tickets could be added as comments onto the oldest one. This could also be be beneficial in creating "global issues" if there is some kind of problem being reported by multiple users. New reports could be looped into the ticket merger, allowing all affected users to receive status updates. I suppose the biggest hurdle to overcome with this would be that multiple users may need to be clients for one ticket, which is not currently an option. It would be helpful to allow this, as multiple individuals may need to receive feedback from agents about a request or make comments. Additionally, the requester may not always be the one experiencing the issue, especially if the issue in question is impacting the user's ability to access Teams.

The Action "Create Ticket" within a Teams Message / Chat should automaticly transfer images in that message to the ticket. It should be possible, to copy / paste images to tickets in web.tikit.ai and within the tikit-app in teams instead of save an image / screenshot to disk and add it as an attachment.

Add the ability to attach files to a ticket

Provide a mechanism such as through HelpBot to send a survey

Introduce more opportunities for Automations. This could be more leveraging more user properties, time based, tags and/or working with Support Channels. For example: 6 days after a ticket has been Resolved, move it to Closed When a Ticket contains X, apply one or many Tags When one or many tags are applied, assign to a different Group When the User's Location is like/equals X, assign to a specific analyst

It would be useful to be able to export Tikit data into PowerBI to perform custom reporting and/or publish to a company SharePoint.

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.

In some use cases and organizations like ours, responding agents should remain anonymous to end users. Currently replying agents' and assigned agents' names appear to the end user. We would like the option to replace the agents' names with their tech groups' names in all instances where the agent name field may appear. This could be achieved with an anonymity toggle in Tikit's settings.

One useful feature to HelpBot would be functionality for administrators to brand or otherwise customize the appearance of HelpBot (i.e., the display name, picture, and description). This could be achieved by adding a profile image uploader, display name editor, and description editor to the HelpBot section on the Microsoft Teams control panel located in the settings menu of app.tikit.ai. It would be helpful because users within organizations would be more likely to trust and submit tickets to a familiar name, such as the name/branding of the organization's IT department, rather than a generic name such as HelpBot.

When HelpBot replies with an answer from the KB, the message would be formatted using admin defined HTML. This can be achieved by adding a rich text and/or source code editor to the answer field in the KB. This would allow more detailed formatting of replies that would include listing capability by bullet, number, etc. It would also include the ability to insert images.

Answers should be able to include and display images to best explain the solution.

I need a way to edit the Q&A pairs that the virtual agent uses for ticket deflection

This feature would explore integration opportunities with Tasks by Planner and Tikit as it pertains to managing multiple phases of work within a single Ticket.