Feature Requests

I would love a capability to add any teams group chat transcript between the requester and agent to be populated in the ticket.

Whether submitted in Virtual Agent, in the main application or via Power Automate flows, it would be nice to have the ability to format entries. Being able to push in multi-line comments, bulleted lists and even tables would be very helpful. Many times the entries get condensed into one line, making it really hard to read.

Please integrate tikit with MS copilot. It would be useful in scanning the tikit to draft a reply to the customer.

Some users will attempt to bypass the tikitbot via email or just ignoring the bot's suggestion, thinking that if they talk to a tech their problem is resolved quicker. To reinforce that some items are in fact intended to be self-service, i'd like to be able to have an option to search the KB and add a response to a tikit from there, right from the tikit response dialog.

It would be more efficient if we could copy and paste images into ticket replies via the Tikit online portal. I understand there is an upload image option, however you must first copy and save the image before uploading it. To view the image, the requester still needs to click on it. If the option to paste was available, it would save time for both Agent and Requester.

It would be great to see a change log in Tikit in the case of someone anonymously messing up the configuration and causing functionality problems. It would be much easier to undo mistakes and find out who did it.

Why is my idea useful? -Visual Representation: A calendar view provides a clear and intuitive visual representation of scheduled events, tasks, appointments, and deadlines. It allows users to grasp the timeline and understand the sequence of activities more easily. -Scheduling and Planning: Service Desk teams can use the calendar view to schedule and plan their work effectively -SLA Compliance Monitoring: SLA's have specific response and resolution times. -Coordination and Collaboration: Calendar views allow different teams and team members to synchronize their schedules and collaborate more effectively in and out of TIKIT. -Better User Communication: With a calendar view, service providers can communicate timelines to customers more clearly; also helps with scheduling 1:1 or 1:n meetings. Who would benefit? End-Users and Agents How should it work? The Calendar view should be placed on the main web.tikit.ai page in the left sidebar. The view should be able to toggle between Agenda, Weekly, and Monthly. The Calendar view should contain toggle-able data on Due Dates, SLA Breach Date/Times, Shared Calendars from M365, The Calendar view should have RBAC for what data gets shown to End-Users vs Agents. (e.g. End-Users should not be able to see a shared department calendar; End-Users should see their ticket displayed.) Clicking on a data point within calendar should take you to it's prospective link (e.g. M365 Event: opens that Outlook event in another tab; TIKIT Ticket: Opens the web.tikit.ai/ticket/#### view for that ticket in the same tab.) The Calendar view toggled data point and Agenda, Weekly, and Monthly view should persist between sessions.

I think it would be helpful if there was an option to require an assignee before a ticket is resolved/closed. Similar to the setting for a Resolution Category or Notes. This would help to make sure that all tickets have an assignee (or person who worked on and closed the ticket).

Allow the option to Group by: Assignee on the Task board view on the web portal. This is a feature that some other helpdesk platforms have for kanban style views and makes managing tickets between agents in a small team much easier with regards to sharing/reallocating open tickets.

This would save navigation time and allow you to keep your main screen focused on the ticket details. Also, if you are chatting with requesters from multiple tickets, it helps keep your chats more organized.

To include an option where I can review and restore deleted tickets from my teams or myself, as other ticketing systems do

Currently the URLs returned for documents/links via TVA and OpenAI integration force the user to download the documents/webpages instead of opening in the browser. It would be useful to have the documents/webpages open via defaults set by the user (ie. open a new tab, view in browser, open from a temp file location). In our use case, we crawl a website to index in our OpenAI implementation, the URL for the referring source is displayed, however when the user clicks on the URL, it downloads the indexed blob from Azure storage instead of opening the referring URL. This is likely due to TVA using the "filepath" as the citation instead of the source URL, with a download action instead of opening in a new browser/viewer, etc.

Most systems I have worked in, supported, or been a customer in, allow the users to cancel a ticket they have submitted. I had not really noticed until one of my users brought it up.

Sometimes the pictures attached to comments for via email is too small. Perhaps having the ability to zoom in would resolve this issue.

We have set a automated update, to be sent both to requester and to the Team when a comment is added. Currently, we can show only the Latest Comment, it could be very nice to have the complete "chat"(I mean, all the comments) in the recap.