Customers can now take advantage of an exciting new feature within Tikit: Resolution Note! It offers a new way to distinctly mark how tickets are resolved and close the loop of AI Ticket Deflection. This new feature brings several changes across all of Tikit spanning the Agent Portal (Tickets, Knowledge, Automations, Lifecycles, Views, and Knowledge) Teams one-on-one chat, and Teams Channels. Given that this experience alters how tickets are resolved, we want to ensure the decision is in your hands as to when to enable this, so Resolution Note is opt-in.
Ready to learn more? Let’s dive in!
Updated Tikit Settings
Tikit’s settings have been re-organized to accommodate these new changes by introducing a central Ticket Configuration section that contains Surveys and Resolution Note Configuration. Resolution Note Configuration enables Administrators to control how tickets are resolved across Teams and the Agent portal. This change introduces support for a way to classify the resolution, a way to leave notes about how the ticket was resolved, and the ability to turn the ticket’s original request title and resolution into a Draft KB article to set yourself up for future AI success with ticket deflection.
Resolution Categories and Resolving Tickets
With the introduction of Resolution Note also comes the introduction of Resolution Categories. This gives Agents a way to classify the types of resolutions made on a ticket and managers the ability to report using these new fields whether it be via one time CSV export, or through Tikit’s Power BI and Excel integrations.
Resolving a Ticket in the Agent Portal
Once the Resolution Note feature is enabled and an Agent changes a ticket’s status to “Resolved,” the following appears:
Here they can fill out details about what they’ve done to resolve this ticket.
The information in the Resolution Note field is shared with the Requester on Save, whereas the details in the Resolution Note (Internal) field are kept completely private to Agents, leaving room for a more technical breakdown of how things were solved. With a Ticket Resolved, you’ll also be moved into a new experience within a ticket on the Resolution Details tab. So long as the ticket is Resolved these fields can be edited.
Resolving a Ticket in Teams
Whether or not you’re talking to Tikit directly, you’ll receive the following request from Tikit asking for more details when you resolve a ticket:
You must either proceed with resolution or cancel the resolution process. When you Resolve a ticket within the context of a Teams Channel, Tikit will reply to the thread with the Pending Resolution card.
This gives you and your teammates the ability to view, but also to edit, and cancel, the resolution. If the resolution is canceled through the Team’s Channel, you’ll see who canceled and when that happened.
Drafting Knowledge Base (KB) Articles
With Draft KB Article checked off, we’ll simultaneously create a Draft, Agent Only KB article. In the article, you’ll find the original request shown as the first Phrase and details of the resolution as well as the ticket that drove the creation of the Knowledge Base article.
At this point you’re able to edit, add more phrases, and of course update the response. This sets the stage for future deflection scenarios for Requesters whether they be End Users or other Agents.
Updates to Lifecycles
As Lifecycles exist today, they can mark their related ticket as Resolved upon Completion or Failure. In order to ensure this experience carries over without requiring Agent interaction, Lifecycles can also be configured to have Resolution Categories and Resolution Notes.
Best of all, because a ticket’s resolution can be edited so long as the ticket is in a Resolved Status, Agents have the opportunity to provide further commentary in the event something didn’t go quite right in the Lifecycle. This opens the door to further reporting scenarios such as Tickets Resolved by Lifecycle whose Resolution Notes aren’t identical.
Updates to Automations
These new fields also make their way into Automations, offering you the ability to set these fields as well as build your own custom notifications with Notification Center.
Updates to Views
Finally, these fields also make their way into Views for you to build Custom Views, Filter with, and of course perform one time CSV Exports with.
Conclusion
Resolution Note is a new and exciting feature that touches so many different aspects of Tikit. Be sure to keep an eye on the roadmap for news about our next release, which will introduce some radical changes to Custom Forms and Adaptive Card Designer!
