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Add the concept of a title to a ticket. Managing tickets with the entire description representing the essence of a ticket is very difficult. The overview of tickets on the web for both agents and users becomes quite unsightly which means lots of reading before on understands what the nature of the ticket is. Even if the ticket is generated from Teams a Title to encapsulate the lengthy message would increase the usefulness of the overview screen and management of tickets in general.
I love Tikit and have been a fan since the beginning, but sometimes it's exasperating - web.tikit.ai takes forever to load the tikets and refresh when changes are made. Please increase the performance on the server side and create the possibility to save filters and remember them over the session to shorten the loading time.
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.
Creation of knowledge that is only visible to analysts as it requires elevation to execute or higher skill set.
The ability to have multiple end users on a single ticket is really a major requirement. Although it is fine to designate a single end user as the "owner" or "primary" contact on a ticket, we need the ability to add CC:'s to a ticket (or whatever metaphor makes sense) so that multiple end users can be included. Here are some use cases: Major incident that involves multiple users - need ability to update them all at once and consolidate in a single ticket Requests made on behalf of someone else - often a manager will make a request on behalf of their employee - or an assistant will make a request on behalf of an executive - or HR will make a request on behalf of a hiring manager. There are so many use cases involving at least two people. Input required from another party - whether it be another department or even an external individual, there are often cases where someone needs to be copied on a ticket update so that they can be made aware or even respond to the ticket to provide status. While it would also be nice to be able to merge tickets together (into a single ticket) or add tickets as child tickets (where one ticket becomes the parent), those functions won't replace the important function of being able to communicate via ticket to multiple end users at the same time. Currently, the only way to handle this is one of three methods (none of which are acceptable): Open a separate ticket for each person, even if it is merely to ask a simple question or notify someone of something. This requires a tremendous amount of duplicate work to copy the first ticket info into a separate ticket. Notify the end user on the ticket that THEY must contact another individual and notify them and provide us with any needed feedback. Send emails manually to others - i.e. not via the ticketing system.
Allow @ mentions in tickets to notify the person mentioned
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.
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.
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.
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 useful to know who modified knowledge and when
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.
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.
When a ticket of a specific Template is created, the virtual agent could respond back with information to the end user such as: Average resolution times Who they should expect to hear from For example: New Laptop Requests typically take 7 business days to complete You should hear from John shortly about your password reset In this way some type of expectation is set out of the gate for End Users based on current ticket metrics.