Feature Requests

If you need to report an issue with Tikit, please email help@tikit.ai

  1. 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

    3

  2. Allow @mentions in tickets

    Allow @ mentions in tickets to notify the person mentioned

    Abby R
    #Enhancement 🎨

    2

  3. Respond to Tikit request with Knowlege base article

    Some users will attempt to bypass the tikitbot via email or just ignoring the bot's suggestion, thinking that if they talk to a tech their problem is resolved quicker. To reinforce that some items are in fact intended to be self-service, i'd like to be able to have an option to search the KB and add a response to a tikit from there, right from the tikit response dialog.

    Jacob S
    #Enhancement 🎨

    0

  4. Save order of items in each column in the tickets board view after refreshing

    In each individual column in the Tickets board view, I am able to drag and drop the ticket cards to reorder them vertically. However, after refreshing the page, the ticket order reverts to the default order (newest created tickets on top).

    Mikel N
    #Bug 🐛

    0

  5. Email notifications being sent when a ticket comes from teams

    The notifications coming from a ticket that was sent by email are coming in as expected, Teams notifications are also working as expected. However, I ran multiple tests and can confirm that email notifications are being sent when a ticket is created from a form in the HelpBot. These notifications are also not consistent, for example sometimes there is an email notification for when it is resolved, and sometimes there isn't.

    Alexis S
    #Bug 🐛

    3

  6. 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 🎨

    4

  7. Use "People Picker" to filter by Requester

    With thousands of users, we need a better way to pick a user directly, rather than scroll through a list to filter by Requester.

    Ben A
    #Enhancement 🎨

    2

  8. Task by Planner

    This feature would explore integration opportunities with Tasks by Planner and Tikit as it pertains to managing multiple phases of work within a single Ticket.

    Adam
    #Integrations 🔗

    2

  9. Internationalize GUI

    Need to be able to provide a GUI in user native language, or you can't aim companies that either are in a non-english speaking country or are implanted in such countries. For a first version, relying on the customer to create his own translation dictionary would seem acceptable to me.

    Sylvain R
    #Enhancement 🎨#Feature 👍#Deal Breaker 💔

    6

  10. Related Tickets - Parent/Child

    If multiple employees are submitting tickets that are all related to the same ticket - it would be great to give help desk employees the ability to create a single Parent Ticket, then relate all of employee submitted tickets as Child Tickets. Given this functionality, you may then want to: Perform mass communication from a single Parent ticket Change how you report on tickets Control properties of all of the Child Tickets via the Parent Ticket Still allow individual communication on Child Tickets so Analysts could work with Requestors one on one Per: https://roadmap.tikit.ai/roadmap/ability-to-merge-tickets

    Adam
    #Feature 👍

    0

  11. Property tokens in Emails

    When sending an email via automation it would be nice to be able to add properties from the ticket into the body of the email. For example: Hello {{Requestor.FirstName}}, Your ticket ({{Request}} has been placed in a status of {{Status}}. Regards, {{Asignee.FirstName}}

    Justin W
    #Enhancement 🎨

    0

  12. Ability to attach more than one template to a ticket

    I love the templates but have found that if you attach a 2nd template, it deletes the first template and answers. We want to use these templates to save our team a lot of time asking the same questions to HR for new hires. The ability to attach more than one template would really help us leverage this feature. Thanks!

    Jessica M
    #Enhancement 🎨

    0

  13. Automation - Notifications to a group

    For certain groups within our department, we assign a ticket to a group, then they can take the ticket or assign it to an individual of the group when ready. I think the automations could be easier to use if you had fields to complete for notifications, like Type of notification (Teams, email), Notify (Requestor, Assignee, Group), etc. Either way, if we could notify a group, that would be awesome, thanks!

    Jessica M
    #Enhancement 🎨

    0

  14. Link Popup in text editor unreadable in dark mode

    When you are in dark mode and try to create a link in the quick note text editor, the link details are entirely unreadable with white text on a white background.

    Jeff K
    #Bug 🐛

    0

  15. Title or Summary for tickets/requests

    There should be a title for each request in the tickets page of Tikit.ai Having the entire request dumped into the text field is way too busy and makes it difficult to quickly identify tickets. I recommend having a separate Title and Details field available to the requester when submitting a ticket.

    Brennen J
    #Enhancement 🎨#Misc 🤷

    0