Our full features list

We have created a list of all software features that have
been deployed into Talos so far. Be sure to check back
to see what we have recently added!

Reactive command features

!AddFeedback
Returns a simple card to allow Partners to provide the tribu team with feedback for Talos. Typically used to report issues, feature requests or modifications. These are then stored in the Talos feedback table which feeds directly into our development sprint discussions Command: !addfeedback
!GetWorkHours
Returns the start and end times for the user who issues the command. This allows a user of Talos to view their set work hours. The work hours are used when using the Automated scheduling feature of Talos. Note: By default, Talos will always deem the standard work week to be Monday to Friday and now work can be automatically scheduled on a Saturday or Sunday
!RemoveAway
This will remove the ‘Away’ status from the user matching the email specified in the command. The Away status silences @mentions from Talos to that user while they are away and divert those @mentions to an alternative person to notify. This Away status is a tribu only status and does not correlate to any integrated system currently.
!SetAway
Returns a simple card to allow partners to specify a person who is away and to divert any Talos notification messages to an alternative person. This also allows the selection of a date and time to remove this away status automatically. The away status silences @mentions from Talos to that user.
!SetManager
This will set the Manager notification to the user matching the specified email. Manager notifications are for Ticket Idle and SLA Overdue notifications. Multiple users can be assigned as a Manager. All Managers will be @mentioned for any Ticket Idle or SLA Overdue notification as well as the assigned resource.
!SetWorkHours
This will set the work hours for the user issuing the command. This specifies the earliest time Talos can schedule a service call for the user and the latest time it can schedule a service call when using the Schedule Automatically option in ticket notification schedules. Note: By default, Talos will always deem the standard work week to be Monday to Friday and now work can be automatically scheduled on a Saturday or Sunday
!SetFirstResponder
This will set the user matching the email specified as a First Responder. First Responders will receive @mentions for New Ticket notifications from Talos. Multiple email addresses can be specified for multiple users to receive @mentions, separated by a space.
!RemoveFirstResponder
This will remove the First Responder status from the user matching the email specified. This will stop @mentions being sent to the user for New Ticket notifications. Multiple email addresses can be specified for multiple users, separated by a space.
!GetAway
Returns a list of users with the status of Away. The Away status silences @mentions from Talos to that user while they are away and divert those @mentions to an alternative person to notify.
!TicketList
Returns a list of tickets, their status and ticket title for the user issuing the command. Each ticket specified has a hyperlink to the ticket URL for quick reference opening. Optionally, if an email address is specified the command will return the list of tickets for the user with the matching email address in the same format.
!NewTicket
Returns multiple dialogs. If the company name specified has multiple matches, a simple dropdown selection is presented for the user to select the correct company to create the new ticket for. With the correct company identified, the dialog then returns all current open tickets for that company to help prevent duplicate tickets being created. The next dialog then returns a detailed card with fields to create a new support ticket. Ticket Title is the only mandatory requirement for Talos, though your business processes may require other fields. These are not currently enforced by Talos. Optionally, if an email address is specified the command will return the list of tickets for the user with the matching email address in the same format.
!AddNote
Returns a simple card allowing the user issuing the command to select from any tickets they are assigned to as Primary Resource or Secondary Resource (if selected in tribu preferences). An option to have the note email to the ticket contact is available and signals to the corresponding Autotask workflow to send the contents of the note out via an Autotask Notification template.
!TimeEntry
Returns a simple card allowing the user issuing the command to select from any tickets they are assigned to as Primary Resource or Secondary Resource (if selected in tribu preferences). Time’s can be manually typed or select from the dropdown in the 30 minute increments. Note that a date selection is NOT available and will always be entered on the day the card is submitted. The TimeEntry command is intended to encourage time entries to happen as the work is being completed or immediately after.
!AddAttachment
Returns a card to select the Ticket and to give a title to the attachment as required by the PSA. Note that you must attach a file to the dialog with the !addattachment command using the paperclip symbol. The tickets presented to the user will only include those where they assigned as the Primary Resource or Secondary Resources.
!Initialise
Initialises Talos into a Microsoft Teams Chat channel.
!Diagnose
Use !diagnose command to test the various permissions and setup of your PSA integration with Talos. The result will assist with any setup issues you might face.

Proactive notification features

Internal notes
When another resource adds a note to your ticket, Talos will let you know and show a snippet of that content. You'll have the usual quick action buttons with the notification.
Primary Resource Change
Talos will actively send notifications between users when new engineers or technicians have been assigned to a ticket. Similar to the New Ticket notifications that occur now with a brief of the ticket description and quick action buttons.
New Ticket
New tickets created by end-users are displayed in the main MS Teams channel where they can be opened and assigned.
SLA Overdue
Oh no! You've missed that target - better get onto it now! The assigned resource is @mentioned and, if set, the Team Leader or manager is also @mentioned to highlight any resource that might be getting snowed under tickets! You can open the ticket directly from Teams with the click of a button. See setup instructions here.
Idle Ticket
Whenever a ticket has been idle for too long, commonly if there's been no initial response to the end-user with half your SLA requirement, Talos will @mention the assigned resource in Teams so that it appears in both the channel and that resource's Teams Activity feed.
Customer Replies
Whenever a customer replies to a ticket, Talos will @mention you in the Teams channel. Talos will then present the first 400 characters of their response for quick consumption, an AI prediction of what the user is communicating, along with a selection of quick actions you can immediately utilize. Open the ticket or you can confirm or correct Talos's prediction and have it update the ticket as desired all from within Teams chat.

Extra features

Translate Customer Replies
Talos can take in multiple languages to perform predictions on Customer Replies
Customizable Notification Cards
With this capability, you can add additional fields to present to your team for greater relevance to your processes. For example, if you want to see the ticket description, phone and status and issue/sub-issue types when a New Ticket notification is produced, you CAN! You can also choose the buttons to present to your team for quick actions and dialogues to trigger.
Customized Quick Actions
You can now change the three buttons (quick actions) that appear on New Ticket notifications when you click 'Actions'. You can change the button label, what Issue and Sub Issue type it will set on the ticket if it should change the ticket status to Complete, and what text to insert into the Resolution field if any.
Secondary resources in notifications
Enable secondary resources to be mentioned in proactive notifications.
Scheduling a ticket
Talos allows you to schedule an Autotask Service Call with all proactive interactions. This will book a service call into your dispatch calendar for the selected time OR you can have Talos assign the next free time for you
Customer facing Talos
Talos utilizes machine learning to understand customer conversations and give end-users the ability to create commands using natural sentence structures so it is easy for them to create a ticket , add a note or follow up their requests

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