Feature Requests

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  1. Approval Management

    I'd like to see some sort of approval management. After approvals are added to a ticket, there is no further action Agents can take. If the approval needs to be changed to another user, or removed after finding out they are out of office that can not be done. If the approval has languished unactioned and the Agent would like to send a reminder, there is no option to resend the approval.

    Simon S

    1

  2. Elevated Knowledge Articles

    Creation of knowledge that is only visible to analysts as it requires elevation to execute or higher skill set.

    Kim J
    #Enhancement 🎨

    5

  3. Track Knowledge Article Utilization

    When Agents use a knowledge article to resolve a user's incident or request the Agent should be able to connect the knowledge article to the ticket. When users are directed to a knowledge article to self-resolve their incidents, that knowledge article should be automatically connected to the corresponding incident. This function (especially if those connections are automated) will help to identify knowledge articles which would benefit from enhancement, which could be disabled, and which are particularly helpful.

    Simon S

    0

  4. Allow @mentions in tickets

    Allow @ mentions in tickets to notify the person mentioned

    Abby R
    #Enhancement 🎨

    3

  5. Spell Check - Web UI

    There is currently no spell check within the Web UI when creating tickets or adding comments. Since there is a spell check within MS Teams and the Tikit app, there should be one within the web page.

    Bryan D
    #Enhancement 🎨#Feature 👍

    2

  6. Simple Time Tracking

    I just want to be able to assign a unit of time. Like 0.5 hours spent on the ticket. This helps tracking resolution times and expectations for how long a type of ticket should need to be resolved. Thanks!

    Paul H
    #Enhancement 🎨#Feature 👍#Deal Breaker 💔

    3

  7. Knowledge base silos

    I would like to see a way to separate knowledge bases. We have many sites and there are different procedure or tech at each one, and it would be cool for employees at site A to only be able to see KBs for that site.

    Mike O
    #Enhancement 🎨

    1

  8. Tikit Config Change Logs

    It would be great to see a change log in Tikit in the case of someone anonymously messing up the configuration and causing functionality problems. It would be much easier to undo mistakes and find out who did it.

    Mike O

    1

  9. Copy + Paste screenshots

    Copy + Paste screenshots in the submission and message section of a ticket to help explain issues and answers without having to save them as attachments.

    Casie H

    6

  10. Auto Refresh Tickets Board

    Please add a feature for auto refresh on the tickets board at https://web.tikit.ai/tickets/board We use this to track all tickets and us not refreshing has caused us to miss tickets. An autorefresh would mitigate that.

    Louis G
    #Enhancement 🎨#Feature 👍

    7

  11. Ability to assign a ticket to a group instead of just a person

    In many cases, in a lifecycle there will be a group of people that need to be notified about the task instead of just one person. Adding the ability to assign to a group would be helpful.

    Brandon B
    #Enhancement 🎨#Feature 👍

    3

  12. Auto-refresh | Web Interface

    Seems rather basic, but I am not keen on having to manually refresh my Tickets (queue) every time just to see if new messages are coming in. Likewise a notification bell/counter would be great to indicate when there are new unassigned messages that have not been read or actioned ( on the web).

    Gavin
    #Enhancement 🎨#Feature 👍

    0

  13. Multiple Responses (KB + Templates)

    Instead of only returning the single most confident response, it'd be great if the virtual agent returned a few of the most confident responses. For example, if you had a question around new hardware you could get responses that are a mix of Knowledge Articles (e.g. how to configure a webcam) and Templates (e.g. how to submit an order for a webcam).

    Adam
    #Enhancement 🎨

    4

  14. Repository for Example Templates / Power Automate Integrations.

    Having a repository for Power Automate workflows gives customers a template to build off of and would expedite the building of automations. Having example templates and other ways people are using these features would be beneficial to the Tikit community.

    Patrick M
    #Enhancement 🎨#Feature 👍#Integrations 🔗

    3

  15. Teams Meetings Integration

    I would like to be able to schedule meetings from a ticket and add a tikit tab to the meeting so that I can interact with the Ticket the meeting is about.

    James Kleinschnitz
    #Integrations 🔗

    0