What a busy and exciting year 2024 was! Over the past year, we’ve introduced a wide array of updates for Tikit agents and users, ranging from backend enhancements and quality-of-life improvements to major features inspired by your roadmap requests. While it was no small task to narrow down the list, here are some of our standout favorite top Tikit features for 2024.
1. Integration to OpenAI on Azure
Your Knowledge Base is more flexible than ever before! The OpenAI integration allows you to leverage the power of ChatGPT, grounded with your data, all while continuing to respect your privacy and security. Thanks to this incredible feature, if Tikit Virtual Agent cannot find an answer to a question during a search of your Knowledge Base or Templates, it will then look to OpenAI in your Azure Tenant and search through any documentation that you’ve uploaded to provide a generative AI response. And enabling citations will show you exactly how that response was created. Support for your users just skyrocketed without a corresponding surge in effort needed from your agents – Talk about amazing!
2. Advanced Notification Center for a Customized Experience
Disable out-of-the-box notifications and build your own Teams notifications to create the custom experience that fits your unique needs. With the launch of our new Notification Center, users saw the ability to turn off notifications to requesters when a Status changes, customize their own notifications from Tikit and Tikit Virtual Agent, have even more fields to use within Automations, Apply a Template from Automations, and more!
3. Updates to Power Automate Connector
A much-anticipated release early on in the year saw big updates to Tikit’s Power Automate connector! By adding Power Automate Tasks to Phases, you can kick off automation at the right time, every time. Additional triggers mean Power Automate flows can initiate based on a specific Phase of Work starting or a specific Transition occurring. Furthermore, dynamically modifying approvals and tasks were made possible for tickets that do, and do not, have Lifecycles!
4. Multiple Knowledge Responses from Tikit Virtual Agent
Improvements to how Tikit Virtual Agent responds gave Agents an opportunity to configure the number of responses to return, to decide whether or not to return a single response if the most confident response is greater than the configured threshold, to have the message delivered on the Multiple Responses Card, and the power to allow users to create a ticket when the response couldn’t be determined.
5. “Skip” Tasks and Manually Transition into Any Phase of Work
Our most recent update introduced a brand-new task status of “Skipped” that functions just as “Completed” does and continues to provide precise reporting on the nature of Tasks. Even more exciting is that now Super AgentsandAdmins can manually transition into anyPhase of work as opposed to being limited by rules defined within a Lifecycle. In addition, they (Super Agents and Admins) can also edit Active Approvals, manually transition into different Phases of a Lifecycle, and even add Tasks/Approvals to tickets with active Lifecycles. All of these changes are audited against the ticket so it’s clear as to where you’ve come from, and why you’ve transitioned to a particular phase.
6. @Mentions
This fall, one of our highest-requested features was added: the ability to @mention other agents! Call out other agents from a comment within a ticket and optionally customize how that notification is sent. It’s communication optimized!
7. Agent-Only Templates
Our September release also introduced another of our top Tikit features – a Tikit Virtual Agent extended experience for Agents with access to Templates that only will be seen by them! Thanks to this exciting feature, Templates and Lifecycles created by Agents, for Agents, can now be served through Tikit Virtual Agent.
8. Direct Links to Knowledge Base Articles and Templates
A new “Get Link” option available for Knowledge Articles and Templates allows you to send users the exact answer they are looking for. No need to have them send a separate message to Tikit Virtual Agent if they’ve reached out to you for help.
9. Customize Your Tikit Virtual Agent Help Card
Style your card how you’d like it to build your own Service Catalog and choose from several button types to add to your help card: Knowledge Article, My Requests, Template, Open URL, and a New Ticket! This last one, coupled with typing “New Ticket” into Tikit Virtual Agent, is part of the new ways users can move directly into ticket creation and how you can completely control the most core of Tikit Virtual Agent experiences.
10. Chat Studio Testing Environment
Chat Studio gives you the ability to test out responses without having to go back and forth between Tikit Settings and talking with Tikit Virtual Agent. This streamlined experience is a helpful and smooth way to configure your Knowledge Base and effortlessly fine-tune the experience for your users.
11. Enhanced File Attachment Experience
You asked, we delivered! In March, our team released new functionality to improve the file attachment experience. Send messages with an attachment, view them inline with comments, and add attachments immediately without waiting for a bot response.
12. Contextual Notifications
We kicked the year off with increased context for notifications so that no matter whether you are an agent or a user, on desktop or on mobile, your notifications would provide more detail so you can better understand what’s going on without having to dig.
13. Tikit Regional Availability
Tikit has always been available globally, but as of July, our signup experience includes the ability to provision closest to where you work so you get the best possible performance.
14. Power BI/Excel Updates
And last, but not least, on our list of top Tikit features: Our latest version of Power BI and Excel integrations offer a dedicated Change Management dashboard. Best of all, we introduced datapoints for First Assignment Date, First private Agent Comment, First Agent Comment, and First Requester comment. These fields are automatically set for you and easy to report on.
Be sure to keep an eye on the Tikit Roadmap for the latest status updates on a number of exciting top Tikit feature releases to come in 2025!
Interested in More?
Tikit is a Microsoft-aligned ITSM Platform that matures as your organization adopts more Microsoft 365 technology and takes advantage of native integrations with products like Power Automate, Power BI, Azure AD and Intune. It removes barriers between users and data, which improves the employee experience for agents and end users alike.
Want to learn more about Tikit? Check out this demo video and try Tikit in a 14-day free trial. We are so confident in Tikit’s capabilities, we’ll set it up for free to ensure you are getting 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.
