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.

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

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).

Would be handy to be able to bulk delete ticket, say a auto reply loop happens or any other reason needed to bulk delete

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.

With Intune integration, if the user is the primary user on a device it will show up under linked devices. The ability to add a device as an affected item on a ticket would be helpful if a device does not have a primary user (Multi-User Device) or when a user is calling about an issue on a device where they are not the primary user. Being able to add an affected item and conduct a lookup from Intune and having the device information (Like the card that is on the linked devices page) available from the ticket would help in the above situation. It would also mitigate the number of clicks needed to find a user's device if they are the primary user.

To give attention to the custom form answers that have been submitted with a ticket, it would be nice to have it auto expanded to show the answers so that it will grab the agents attention when looking at a new or existing ticket.

This would allow you to make a lifecycle with tasks that could be partially completed allowing the ticket to be resolved. For example new employees. Maybe the tasks are to set up a laptop they need because they were hired in Admin. While another new employee wont need a laptop because of a different department. Allowing the agent to mark a tasks as Non-Applicable so the ticket can be marked resolved. This affects the Agent and makes tasks more seamless without having to make multiple templates per department.

We need users to be able to add another staff to affected users. Currently this is only possible if they use email and CC other staff. We want them to be able to add the using the agent or web. There is often times when they need to be able to have multiple people on the ticket.

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.

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.

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.