Feature Requests

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.

When there is no KB article, Helpbot gives a vague response that looks like it is broken The way it is currently configured is very confusing. They think it isn't working instead of indicating that it doesn't have any info and directing the user to click submit request. It needs to say something along the lines, "I am sorry I don't have information regarding that topic. Please click 'Submit Request' below to get more help."

One useful feature to HelpBot would be functionality for administrators to brand or otherwise customize the appearance of HelpBot (i.e., the display name, picture, and description). This could be achieved by adding a profile image uploader, display name editor, and description editor to the HelpBot section on the Microsoft Teams control panel located in the settings menu of app.tikit.ai. It would be helpful because users within organizations would be more likely to trust and submit tickets to a familiar name, such as the name/branding of the organization's IT department, rather than a generic name such as HelpBot.

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.

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).

When HelpBot replies with an answer from the KB, the message would be formatted using admin defined HTML. This can be achieved by adding a rich text and/or source code editor to the answer field in the KB. This would allow more detailed formatting of replies that would include listing capability by bullet, number, etc. It would also include the ability to insert images.

We are looking for a resource management solution to submit and service IT and non-IT assets, as well as document service procedures, schedule maintenance, and track service history. Examples of non-IT assets include forklift, A/C units, and other equipment. We'd also appreciate a significant nonprofit discount. :)

Currently, easiest way is within kanban board view on webapp. The number of tickets we receive throughout the day makes this cumbersome and leads to our resolution times appearing longer than the reality. Need button easily accessible in teams interface (best location would be right next to send + send & add to KB button) to say "close".

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.

The "Submit Ticket" button should not allow multiple tickets to be submitted if pressed multiple time (as if a user were spam clicking it) to prevent duplicate tickets. This has been happening with our system.

I just want to be able to assign a unit of time. Like 0.5 hours spent on the ticket. This helps tracking resolution times and expectations for how long a type of ticket should need to be resolved. Thanks!

The Action "Create Ticket" within a Teams Message / Chat should automaticly transfer images in that message to the ticket. It should be possible, to copy / paste images to tickets in web.tikit.ai and within the tikit-app in teams instead of save an image / screenshot to disk and add it as an attachment.

Due to the convenience of HelpBot and the email connector, we have noticed users have been keen to enter multiple tickets about the same request. As a stop gap to this, I have created an automation that checks for a new comment to be added to a ticket which says "Duplicate of ticket", then automatically closes the ticket. It would be nice to have the option to merge tickets, instead, so information is not lost by users who enter multiple tickets about the same issue. This could be done by having a multi-select dropdown on new ticket entry and ticket modification that allows agents to select tickets to combine. Perhaps it could be similar in concept / structure to the "Similar ideas:" selection gallery above this new idea entry field. The ticket details of the younger tickets could be added as comments onto the oldest one. This could also be be beneficial in creating "global issues" if there is some kind of problem being reported by multiple users. New reports could be looped into the ticket merger, allowing all affected users to receive status updates. I suppose the biggest hurdle to overcome with this would be that multiple users may need to be clients for one ticket, which is not currently an option. It would be helpful to allow this, as multiple individuals may need to receive feedback from agents about a request or make comments. Additionally, the requester may not always be the one experiencing the issue, especially if the issue in question is impacting the user's ability to access Teams.

Introduce more opportunities for Automations. This could be more leveraging more user properties, time based, tags and/or working with Support Channels. For example: 6 days after a ticket has been Resolved, move it to Closed When a Ticket contains X, apply one or many Tags When one or many tags are applied, assign to a different Group When the User's Location is like/equals X, assign to a specific analyst

Provide a mechanism such as through HelpBot to send a survey on Resolve