KIX 18.35 - Form designer, conversation guide and grouping of ticket actions.
KIX release 18.35 introduces a variety of new features and practical enhancements. Additionally, KIX now supports container orchestration with Kubernetes (K8s). To run KIX successfully on Kubernetes, customers must have the relevant technological knowledge.
The new KIX form editor
Easily configure ticket and contact forms
The graphical form editor is one of the most important innovations in the latest KIX release. Anyone familiar with ticket forms knows they can become very extensive. The new editor supports structuring your tickets and easily entering them in the agent and self-service portals.
Grouping form content and actions into individual pages makes large tickets much clearer and tidier with just a few clicks. You can also adapt them to different screen sizes. The editor also offers the option of displaying informational texts.
KIX admins can now configure all ticket and contact forms with a far-reaching, user-friendly "what you see is what you get" approach. This can be done completely without JSON or low-code knowledge, although these options are still available.
The new form editor greatly improves KIX usability for admins, service employees, and customers.
Interview guide for KIX
The common thread for your service management
Starting with version 18.35, KIX allows you to use conversation guidelines for service management. Service agents can use this new feature to look up information while communicating with customers and service providers. These guidelines are an important tool for professional service management, especially for first-level support and self-service.
Would you like customers to answer a questionnaire when creating a ticket in the Self Service Portal to provide all the necessary information? That's no longer a problem. Several guides can be used on one ticket if necessary.
You can also generate a new ticket article each time a completed guide is saved. This article documents the questions and answers for possible further processing. The evaluation and automation options are also sophisticated. Further workflows, automatic notifications, and much more can be triggered if the answers are appropriate. It is completely flexible depending on the use case. Easily configure ticket and contact forms.
Clear grouping of ticket actions
Order and logic in the ticket view
New article, edit, seen, close, delete, AI summary, assign field agent, etc.
KIX customers sometimes perform many ticket actions for their service management. This could get confusing, but not anymore. KIX version 35 now allows actions to be grouped together via drop-down menus. This makes the ticket view much tidier.
For example, ticket actions can be grouped logically with workflows in mind, such as those that are to be carried out one after the other or those that belong together. Service employees can now select the required action more quickly from the many available options.
Extended configuration transfer (Admin)
To simplify the setup of KIX environments, the transfer of configurations between test, QA, and production KIX systems has been significantly improved. Previously, objects could only be imported or exported one at a time. Now, you can transfer them all at once by tag as a collective action.
The export and import settings options have been expanded to include additional information, such as icons and role authorizations, so existing configuration objects can be transferred in full. Additionally, more types of configuration and business objects are supported.
- FAQ knowledge base entries
- Notifications
- SLA
- S/MIME certificates
- Ticket priorities.
- Text modules
- Workflow rule sets
- KIXConnect connections
- KIXConnect data sources
- KIXConnect endpoints
Configuration objects can now be labeled, i.e., "tagged." This allows all settings and configurations belonging to a workflow to be easily and completely exported with a specific tag.
The advantage for KIX administrators is that: It is much easier to transfer configurations from one KIX system to another, typically from the test environment to the production environment. Administrators no longer need to know all the individual settings; they can simply select and transfer objects with the appropriate tag.
And what else?
+++ Display Service Assets +++ Extension Active Directory/LDAP connection +++ Download Storage +++ Attachment Overview +++ and much more