Feature Requests

Please integrate tikit with MS copilot. It would be useful in scanning the tikit to draft a reply to the customer.

Would be nice to be able to copy an Automation, to allow for minor modifications. For example I have a handful of Automations for my Support Team. Being able to copy them and make one minor edit would allow me to setup for our Finance Team without having to rebuild the whole thing.

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.

With Intune integration, if the user is the primary user on a device it will show up under linked devices. The ability to add a device as an affected item on a ticket would be helpful if a device does not have a primary user (Multi-User Device) or when a user is calling about an issue on a device where they are not the primary user. Being able to add an affected item and conduct a lookup from Intune and having the device information (Like the card that is on the linked devices page) available from the ticket would help in the above situation. It would also mitigate the number of clicks needed to find a user's device if they are the primary user.

I think that having a way to send alerts/notices about outages or other IT related alerts via the TVA would be nice to have. It has the potential to back-fire a bit I guess if users begin replying to the alert and potentially creating tickets saying, "Thank you for the heads up".

Currently, easiest way is within kanban board view on webapp. The number of tickets we receive throughout the day makes this cumbersome and leads to our resolution times appearing longer than the reality. Need button easily accessible in teams interface (best location would be right next to send + send & add to KB button) to say "close".

When viewing the list of tickets, it's hard to tell which tickets have had responses or updates since the last time the ticket was viewed. I think it would be helpful to mark the titles of tickets with unread updates in a bold font or in a slightly different color to make it easier to easily tell when a ticket has updates that need to be reviewed. Having a timestamp in the "Last Modified Date" column is another thing that would also help differentiate newly updated tickets. The idea in this post is sort of related and may help this issue as well: https://roadmap.tikit.ai/b/6vre6g0l/feature-requests/last-received-message-in-list-view

When viewing chat history in TVA through adaptive cards, new messages are added to the chat at the top. It would be more intuitive if the message history grew from the bottom, as this is the convention in Teams itself.

I would love to have the system intelligently scrub incoming emails of all the bloat, especially the email signature, to make the description cleaner in the teams tikit agent. Otherwise you get long strings of HTML looking text and characters where the signature used to be.

At my company, we receive new hire and termination requests via email, which includes executives related to that department and anyone that needs to know (Legal, etc). We have had multiple requests to not have Tikit send these CC'd people notifications from us on updates to the Tikit, or the notification that it was received. They just need to know it is happening, not every update. I believe this would be a great feature that a lot of people would take advantage of and benefit from. Thank you.

I'd like to be able to preview a template within the template-building page of the web portal. My current understanding of how to "preview" a template is to save it, then deploy it

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.

Why an Expanded Search is Crucial for Both End-users and Agents: Swift Issue Tracking for End-users: Sometimes, users might recall a specific comment they made or a keyword from a related knowledge article rather than the exact ticket details. An expanded search would allow users to quickly locate their past tickets, follow up on ongoing issues, or even avoid submitting redundant requests. Efficiency Boost for Agents: Agents juggle multiple tickets simultaneously. Being able to search using varied parameters like assignee, type, category, or phase can immensely help them prioritize, categorize, and resolve tickets faster. For example, an agent could pull up all 'High Priority' tickets in 'Phase 2' in a matter of seconds, ensuring urgent issues get timely attention. Holistic View and Analysis: Agents often need to review the history of recurring issues, analyze patterns, or even identify potential solutions suggested in comments or knowledge articles. An all-encompassing search function means less time hunting and more time resolving. Improved Collaboration: In scenarios where teams collaborate on a ticket, it's invaluable for agents to search by 'Group' or 'Team', ensuring seamless communication and faster resolution. Enriched User Experience for All: By catering to diverse search habits and memory cues, we are enhancing the experience for everyone, whether they're submitting a ticket or resolving one. Advanced Analytics and Insights: With more comprehensive search capabilities, team leads can generate in-depth reports to identify bottlenecks, strategize improvements, or even allocate resources more effectively. What would be searchable? Comments, Tags, Ticket Number, Resolutions, Knowledge Articles, Assignee, Type, Category, Phase, Priority, Group, Team, Status, Attachment Names, Custom Forms, and other relevant fields

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!

Would be handy to be able to bulk delete ticket, say a auto reply loop happens or any other reason needed to bulk delete