Feature Requests

When viewing chat history in TVA through adaptive cards, new messages are added to the chat at the top. It would be more intuitive if the message history grew from the bottom, as this is the convention in Teams itself.

When creating or updating tasks via Power Automate it would be helpful to be able to assign tasks to a group and/or team instead of only being able to assign to an individual.

It would be very helpful if variables or (variable values) could be used in views and filters, e.g. Update date > current date - 7 days or Assignee = ‘logged in user’ As the views apply to all agents, especially the last one would be very helpful. Best regards Mark

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.

When a ticket is already closed and users reply to this old ticket via mail, their mail is being “lost”. The mail connector does not pick up the mail as it identifies the closed ticket. The user on the other side is not informed that the ticket is already closed. So this mail is lost in the mailbox. It should be possible to either set an automation task (which isn't right now as a proper trigger is missing) or to enable this automated reply on closed tickets somewhere in the settings.

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.

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.

Right now, the only way to add an attachment through Power Automate is through doing a Send an Email action to the helpdesk email we have connected to Tikit. It would be helpful to be able to add an attachment after creating or updating a ticket.

Currently, the search function only looks over ticket titles. I want to be able to search through all the comments as well.

The current default template for ticket creation within Teams is extremely limited. The only attribute a requestor can affect is the request description. We would like our employees to be able to enter things like the ticket priority and due date, and potentially other affected users. If we could edit the default request form, we could surface these options to requestors.

The ability to rearrange and to delete templates and lifecycles would be useful with organizing, as we have many set-up and it's not as simple to take inventory of them all. Archiving is good, however, the ability to delete them would be helpful.

Current Agent web portal Tickets views for Tickets/My Work and My Group Work are set to 20 tickets per page, please enable the ability to see more tickets per page(at least 50-100 if possible).

It would be nice to be able to customize the email responses per notification category: approval actions, task completion, status change, etc. The canned ones are impersonal in email. They work fine as a Teams note, but are light as email responses. It would be nice on a Tikit becoming resolved, for instance, to let the requestor know that it will be in that state for X days, and they can reopen it just by letting us know, etc.

This would help create a Help card path. So, for instance, we have custom apps we've developed for users. It would be nice to have just one button for that app on the Help card, but then when they click on it, they get a KB response that has more buttons. Right now I'm using links in the KB article which take them to their web browser with the custom form the appropriate KB sends, but if they haven't logged into Tikit on the browser yet, the process of logging in causes them to NOT get the custom form. Also, the web version of the form is not as good as popping up a card with the form on click.