TikivioRequests and their lifecycle
Every request gets a readable reference, a requester, a status, a priority, an owner and a full history, so nothing slips through the cracks.
A clear lifecycle
- Statuses: new, open, waiting for the requester, waiting internally, resolved, closed. Each organisation can rename them and choose which transitions its agents may use.
- Resolved requests close on their own after a delay you set; a late answer either reopens the request or opens a new, linked one, depending on your rule.
- Assign requests to an agent and a team; an agent can be restricted to their teams’ requests.
Complete conversations
- Public replies and internal notes: notes and their attachments are never shown to requesters.
- Several attachments per message, checked on upload (allowed types, size, suspicious files quarantined) and only downloadable by people allowed to see them.
- @-mentions, participants, canned responses, saved drafts, and a warning when a colleague has replied in the meantime.
- Agents can log a request on behalf of a requester (phone call, walk-in): both the real requester and the agent are recorded.
Finding a request
Full-text search across subjects and messages, exact reference lookup, combinable filters (status, priority, team, owner, end customer, channel, dates, deadlines) and saved views for each agent.
Current limits
Requests come in by e-mail, widget or portal, or are entered by an agent: there is no public API yet.
Ready to try it?
A 14-day trial with no credit card and the capabilities of the Pro plan (storage limited to 2 GB during the trial), with no commitment.