James Kleinschnitz

Is your trigger type:
Added, Modified, or Added & Modified

Since the Added event only happens on initial ticket creation and with helpbot and the tikit message extension you can’t select the priority on these Added events, I wonder if you need to use Added & Modified trigger.

@Sebastian thanks for the feedback! This is something we have talked about internally but wanted to wait to hear from customers, about what they would want from a post Ticket survey, before we implemented anything. Would a CSAT type survey fit your needs?

Jared
I split this into it’s own topic because this has come up a few times and I want to see where this conversation goes on it’s own.

The short answer is that currently in Teams:
Tickets can currently be created by using a message action to convert a message into a ticket or via the HelpBot.

From the the WebUI you can create new tickets ad hoc, with one caveat you can only set the requestor to a user that has interacted with Tikit, HelpBot, or emailed a ticket.

Up till this point we have been focused on converting incoming request into tickets, which has the advantage of knowing who the requestor is. As we move into handling request not initiated by a user we want to be smart about how we query your organization for an unknown users details. We can do this via MS Graph but unfortunately this type of user picker control is not available in a Teams card yet, it is in alpha. As soon as we can get this directly in Team we will.

What we are currently doing is building out some richer UIs that will live inside a Teams Tabs. From within these tabs we have a little bit more flexibility on what we can do with MS Graph and we will be able to build a “blank” create ticket UI.

When you say “I noticed a machine we need to upgrade” where did you notice this?

Thanks
—
James

Tom

Sorry to hear you are having trouble. We first need to make sure that Tikit has been installed to your team/channel. The easiest way to do this is click the 3 dots to open the more options menu for your team, then select Manage team, then go to the Apps tab. From there you will see a list of Apps that are installed to this team, you should see Tikit in this list.