As of this morning, users can now take advantage of all new Tikit functionality arriving for Lifecycles, Approvals, Tasks, and Transitions. All alongside even more ways to empower Super Agents within the organization.
Edit an Approval
Whether it’s in a Lifecycle or added on the fly to a ticket, Super Agents and Adminscan now edit an Approval. This exciting update means that if someone is out of the office, now you can simply flip approvers. Best of all, all changes to Approvals are audited within the ticket itself.
Enhanced Assignments for Tasks
In another big update, you can you now assign, Teams, Groups, and Collaborators to a task!
Mark Tasks as Skipped
We’ve also introduced an additional Status for Tasks, “Skipped.” It functions identicallyto “Completed” but provides an additional way to categorize tasks for reporting purposes.
This Status is more relevant than ever within Lifecycles as the “Use Default Logic” Transition respects “Skipped”in addition to “Complete” to progress a Lifecycle forward.
These new fields on Tasks can all be seen within My Work and My Group Work views!
Lifecycle – Manual Transitions
Since we introduced Lifecycles, Logic Builder provided a way to define how to move forward, backward, or wherever you’d like within a ticket’s active Lifecycle. What’s more, the optional “Reason” field provides a way to show why you are returning to a specific Phase of work.
But up until now, you’ve always had to respect the rules as defined within the Lifecycle. You’re either always moving forward through Phases of work or you’re moving elsewhere when some condition is met.
But now Super Agents and Admins can manually transition into any Phase of work using that same “Reason” field. This change is audited against the ticket so that it’s clear where you’ve come from and why you’ve transitioned to a particular phase.
And if you’re looking closely above, you might notice something else. Also available is the ability to add Tasks and Approvals on the fly into a ticket withan active Lifecycle!
Power BI/Excel Updates
It is also worth noting that a simple refresh (manual or scheduled) of your Power BI or Excel templates will automatically introduce these data points on those respective queries. We’ll have another update of these reporting templates shortly to include new dashboards.
New Automatic Date Fields
There are also now several new date fields automatically being set for you directly on tickets. They are:
- First Assignment Date
- First Private Agent Comment
- First Agent Comment
- First Requester Comment
With a simple refresh of your dashboards, you can unlock all of these new data points for you to report on.
Happy Tikiting!
New to Tikit? We offer a 14-day free trial. We are so confident in Tikit’s capabilities that we’ll set it up for free to ensure you get the most out of your free trial. Schedule your complimentary setup call today. Want to see what’s coming for Tikit or provide input on new features you’d like to see? Check out the Tikit roadmap here to submit new ideas and upvote existing requests.
