Feature Requests

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.

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.

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.

It would be useful to know who modified knowledge and when

Creation of knowledge that is only visible to analysts as it requires elevation to execute or higher skill set.

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.

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.

The notifications coming from a ticket that was sent by email are coming in as expected, Teams notifications are also working as expected. However, I ran multiple tests and can confirm that email notifications are being sent when a ticket is created from a form in the HelpBot. These notifications are also not consistent, for example sometimes there is an email notification for when it is resolved, and sometimes there isn't.

Conversational Triaging is great but I would like a UI to work & edit tickets with in a teams tab

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 going through Helpbot for submitting a ticket, it would be easier to handle the tickets in Tikit if the "Was this answer helpful" section didn't become the title of the ticket. It feels as if this clutters up the helpdesk when a large titled ticket is submitted. If this were to be altered add that as a comment instead it would make the helpdesk easier to read/keep track of and clear up some clutter.

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.