Feature Requests
Submit IdeaAbility to paste images from clipboard
Currently one has to save a screenshot as file before uploading.
Steve Brown - Jupiter Asset M2
Resolution Note
We provide monthly reporting to our IT Committee that includes a listing of our tickets. We require there be a resolution description in the report. Currently TIKIT does not have a field to leave a resolution. I would like for there to be a required resolution description upon closing/resolving a ticket. Sometimes tickets are closed without any notes and then we can't even refer back to old tickets to get the resolution.
Tyler G#Enhancement 🎨#Feature 👍#Deal Breaker 💔10
Expanded Search Functionality in Web
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
Marc#Deal Breaker 💔10
Tikit Mobile App
I would like a full featured ticket mobile app. This would allow a wider range of devices to be used with ticket which would allow agents not to be restricted to web browser only. This would also allow for more control over push notifications and ease of more timely updates. IOS First priority.
James P#Feature 👍2
Allow a user to save filters
We have had users mention that they need a way to save filters (for them to view only) so they can quickly reference them later.
Brandon B#Enhancement 🎨#Feature 👍0
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 🎨3
Copy + Paste imaged in Knowledge Base articles for reference in Tikit web portal
It would be more efficient if we could copy and paste images into ticket replies via the Tikit online portal. I understand there is an upload image option, however you must first copy and save the image before uploading it. To view the image, the requester still needs to click on it. If the option to paste was available, it would save time for both Agent and Requester.
Nick S0
Allow deletion and moderation of comments for Super Agents and Admins
Super Users and Admins should be able to moderate the comments section. With the ability to add private comments, some comments that are not intended for the requestor are accidentally being posted by clicking send instead of private comment. Then we are unable to delete those comments or switch them to private.
Jake C#Enhancement 🎨0
Notes on Tasks
It would be really beneficial to be able to add notes when creating a task or while its in progress. A description field would work as well. This would allow us to put more detailed information about the task, especially when its associated with a lifecycle.
Hailey K#Enhancement 🎨0
Confluence and SharePoint
Content from Confluence and SharePoint for Self-Support
Christian W#Integrations 🔗1
Re-arrange lifecycle tasks
Steve Brown - Jupiter Asset M0
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
Ability to bulk delete Ticlets
Would be handy to be able to bulk delete ticket, say a auto reply loop happens or any other reason needed to bulk delete
Lee B5
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 👍4
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