Feature Requests

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.

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

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

Add the ability to attach files to a ticket

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

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

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.

Depending on the organization, not all replies from HelpBot should generate an actionable or deflected ticket. This feature would allow for some QnA pairs to be strictly informational or conversational in nature and would help mitigate an artificial increase in deflected tickets. Additionally, when multiple possible QnA pairs match the user's message, this would allow HelpBot to reply with a list of admin defined solutions within the KB. This can be achieved with a Custom Adaptive Card On/Off Toggle switch next to the QnA pair question in the KB. If toggled ON (the default setting), the default adaptive card of "Was this answer helpful?" would be displayed, with the ability to customize the card. When editing the custom adaptive card, the admin should be able to choose existing QnA pairs as choices that would appear to the user in the adaptive card, if there are multiple possible solutions. If toggled OFF, there would be no adaptive card following the KB response that is provided by HelpBot. Example 1 (Custom Adaptive Card Turned OFF): User messages HelpBot with, "Hi, how are you?" HelpBot is configured to reply to this QnA pair with "I'm good. Thanks for asking." This would not offer the "Was this answer helpful?" card because if the user were to select "Yes", a deflected ticket would be generated, which inflates analytics. Example 2 (Custom Adaptive Card Turned ON and customized): User messages HelpBot with, "I need help logging in." HelpBot detects that this QnA pair has a custom adaptive card with multiple possible solutions. It provides the user with a list of clickable possible resolutions within the returned adaptive card. These would point to matching QnA pairs.

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.

It would be great if I could quickly see my Tickets, next to my calendar, emails, planner tasks, etc so that I can easily see what is on my plate

The email connector only works with emails from users within one's organization. This feature would extend the email connector that so any email received could be made into a ticket and that all updates could be relayed automatically from Teams back out to that external user via email.

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.

Provide a mechanism such as through HelpBot to send a survey

This feature would allow you to send Tikit data and events to your Power Automate workflows.