Feature Requests

In many cases, in a lifecycle there will be a group of people that need to be notified about the task instead of just one person. Adding the ability to assign to a group would be helpful.

When selecting a tag from the drop-down menu, they are in the order they were created. It would be better if they were ordered chronological. This would help when using the drop-down menu.

Have a log for when ticket runs an automation and the results of that process

I'd like to see some sort of approval management. After approvals are added to a ticket, there is no further action Agents can take. If the approval needs to be changed to another user, or removed after finding out they are out of office that can not be done. If the approval has languished unactioned and the Agent would like to send a reminder, there is no option to resend the approval.

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.

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.

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).

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.

If multiple employees are submitting tickets that are all related to the same ticket - it would be great to give help desk employees the ability to create a single Parent Ticket, then relate all of employee submitted tickets as Child Tickets. Given this functionality, you may then want to: Perform mass communication from a single Parent ticket Change how you report on tickets Control properties of all of the Child Tickets via the Parent Ticket Still allow individual communication on Child Tickets so Analysts could work with Requestors one on one Per: https://roadmap.tikit.ai/roadmap/ability-to-merge-tickets

When a request triggers a Knowledge article, the requestor is given the opportunity to mark the response as not helpful so they can proceed with opening a new ticket rather than being deflected. However, when a request triggers a template, no such option is given, and the user has to ignore the template and try to figure out a way to rephrase their request so it doesn't trigger the template.

When an approval is needed, there is often an attachment that needs to be viewed in order to execute the approval. It is my understanding an approver should have access to view the ticket and any attachments. When I test this, the notification comes through with a view ticket option but when you click view ticket, the Tikit Virtual Agent says "I am sorry I don't have information regarding that topic..." How can an approver view the ticket and attachments in order to approve?

The tags field from the form that appears after right-clicking on a Teams message currently doesn't have a drop-down arrow to allow the selection of available tags that were setup though Tikit. It is currently a fillable field, however, no tags appear, even if you type to fill the field.

In many cases, We need to add a comment from approver when an approval is requested. Sometimes requests have a conditional approval that the agent needs before providing a solution.

Dear team, In several ticketing systems there is an option to relate tickets to other tickets and you can chose the relation type (Child or Parent ticket). This will help identifying the main ticket and the tickets that are a part of that main ticket. Some tickets involve different tickets from different teams. Such as new joiner request. This will request IT support to create mail and assign device, SAP team to create a user account for the new joiner, Logistics to provide this user with safety shoes according to his shoe size. This is an example where several tickets are raised, and SLAs are subjected to all these child requests and must be responded to and resolved according to the agreed SLA. note: lifecycle tasks are similar, but SLA is not applied to tasks so this cant work.

When an agent looks at a ticket in teams all the editing buttons are there but there is no way to view the ticket on the web page like for users. It would be nice to be able to open the ticket in the web as some things are easier to modify or add in the web page GUI.