Webinar Replay: Stop Letting Users Submit Garbage Tickets, Start Using Multi-Turn Cards

In this webinar, Cireson’s Geoff Ross (Director of Customer Success) and Adam Dzyacky (Director of Product Management) introduce Tikit’s new Multi-Turn Cards and Custom Properties, demonstrating how to guide users through dynamic, conditional forms that improve ticket quality and reduce incomplete or irrelevant submissions.

Key Highlights

The Problem: “Garbage Tickets”

• Traditional ticket forms often collect too much irrelevant information or not enough useful detail.
• Long, static forms lead to form fatigue, poor data quality, and back-and-forth clarification.
• Users frequently submit tickets with missing or inconsistent data, slowing down resolution.

Custom Properties

What They Enable

• Create custom fields (text, number, date, true/false, or list-based).
• Capture structured, consistent data across tickets.
• Reuse properties across:
  • Forms
  • Automations
  • SLAs
  • Reporting

Key Capabilities

• Define list-based fields (e.g., location, root cause) with optional multi-select.
• Set fields as required or hidden (for backend integrations).
• Use properties in:
  • Automation conditions and actions
  • SLA criteria
  • Notifications
  • Reporting (via JSON in Power BI / Excel)

Key Points

• Hidden properties support integration scenarios (e.g., Azure alerts, external systems).
• Data consistency improves reporting accuracy and automation reliability.
• Properties can be reused across multiple processes without duplication.

Multi-Turn Cards

What They Are

• Dynamic, multi-step forms that adapt based on user input.
• Built on top of Adaptive Cards, but uniquely extended within Tikit.

How They Work

• Forms are broken into multiple “turns” (steps) instead of one long form.
• Each step can:
  • Show additional fields
  • Skip steps
  • Branch to different forms
• Flow is controlled using conditional transitions.

Conditional Logic & Transitions

Process Overview

• Define rules based on user input (e.g., location = London).
• Each rule determines the next step:
  • Submit ticket
  • Move to next form
  • Go back to previous form
  • Skip to another step

Example

If user selects London → show relocation form

If user selects any other location → submit immediately

Key Points

• Requires branching logic coverage (multiple transitions).
• Enables precise data collection only when relevant.
• Supports advanced scenarios like validation and rework loops.

Forms & Reusability

New Structure

• Forms and templates are now separate entities.
• You can:
  • Reuse forms across multiple templates
  • Combine forms into different workflows

Benefits

• Avoid duplicating similar forms (e.g., onboarding + device request).
• Easier maintenance and updates at scale.

Demo Walkthrough

Scenario: Employee Onboarding

• User submits onboarding request via Tikit Virtual Agent.
• Fills out initial form (name, role, location, etc.).

Conditional Experience

• If location ≠ London → ticket submitted immediately.
• If location = London → additional relocation form appears.

Summary Card

• Displays all answers before submission.
• Allows users to:
  • Review inputs
  • Go back and edit
  • Start over

Final Outcome

• Ticket is created with:
  • All captured data
  • Custom properties populated
  • Lifecycle and automation ready to trigger

Agent & Portal Experience

For Agents

• View and edit submitted forms directly on the ticket.
• Resend forms to users (with or without existing answers).
• Trigger forms via automation if needed.

For End Users

• Same multi-turn experience works across:
  • Tikit Virtual Agent (Teams)
  • Requester portal

Automation & Integration

New Capabilities

• Trigger Send Form via automation.
• Use custom properties in:
  • Automations
  • SLAs
  • Notifications

Example Use Cases

• Send follow-up form to security team automatically.
• Update ticket fields dynamically based on responses.

Reporting

• Custom property data stored in JSON format.
• Accessible in Power BI / Excel via Power Query.
• Recommended approach:
  • Build separate reports per process (e.g., onboarding, hardware).

Q&A Highlights

• Multi-turn cards work across Teams, portal, and agent experience.
• Custom properties persist on closed tickets even if deleted later.
• Archiving properties acts as a soft delete option.
• Form validation scenarios (e.g., date rules) may be handled via transitions or follow-up logic.

Key Takeaways

• Multi-Turn Cards eliminate long, static forms by guiding users step-by-step.
• Custom Properties ensure clean, structured, and reusable data capture.
• Together, they:
  • Improve ticket quality
  • Reduce back-and-forth
  • Speed up resolution times
• The result is a more user-friendly, scalable, and automation-ready service desk experience.