Feature Requests

Requestors may submit similar tickets over email + Teams. If there was a way to relate and merge tickets, you could: View merged tickets on the primary ticket Automatically Close the secondary tickets to prevent further communication View Comments/File Attachments from Merged tickets on the primary ticket Report on duplicates Per: https://roadmap.tikit.ai/roadmap/ability-to-merge-tickets

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.

When there is no KB article, Helpbot gives a vague response that looks like it is broken The way it is currently configured is very confusing. They think it isn't working instead of indicating that it doesn't have any info and directing the user to click submit request. It needs to say something along the lines, "I am sorry I don't have information regarding that topic. Please click 'Submit Request' below to get more help."

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.

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.

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

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.

Provide a mechanism such as through HelpBot to send a survey on Resolve

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

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.

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.

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

When managing tickets, it'd be great if there was a way to define an SLA on Tickets and/or Templates. With SLAs, Analysts could have a new way to measure their own/Teams' performance for things such as: All Password Resets resolved within 25 minutes All Hardware Requests completed within 6 days Any ticket must be assigned within 1 hour This functionality would allow you to Report on how often SLAs are met/breached receive Notifications within Teams providing some indication to the Analyst that an SLA is about to breach and/or that an SLA has been breached. This would help provide Analysts with further context on the priority of the work they have.

Request the ability to save and reuse custom filters in web.tikit.ai in the tickets section.

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.