Feature Requests

It would be nice to be able to set your own default view, including being able to select a custom view as default. I would also love to be able have personal and public views.

The ability to create scheduled or recurring tickets would be very beneficial. You could set the ticket description, category, requestor, future start time, and recurrence pattern as minimum requirements. Optional would be things like assignee and due date. Once set, when the future start time is reached, the system would create the requested ticket. Some examples of the types of tickets that could be scheduled are: Renew domain registrations, SSL certificates, software licensing annuallyReview backup logs dailyPerform server updates monthly Scheduled tickets with the ability to set recurrence would not only serve as reminders to complete the scheduled task, but would also serve as records that the tasks were completed as desired.

We have had several people that keep putting in a ticket then putting themselves as the affected user. This is going to cause notification duplicates and it shows up odd on the ticket screens. It would be nice to not allow the users to do this.

The ability to search for what users type into the Custom Form Answers and for those to be able to be exported would be very useful.

Currently, requesters or affected users can switch to the forms tab to see what was submitted in the form answers, but the fields are deactivated / grayed-out, and they can't scroll. We have a few forms that prompt for a significant explanation, where you would need to be able to either expand the field size or scroll, but end users can't do either. Sometimes they want to go back and reference what was originally submitted and they can only see the very beginning of the text.

I can imagine a lot of people would benefit from being able to create dynamic URL's from ticket values such as, custom properties, ticket type, tags, template name or id, forms, even lifecycle. For instance, a multistage workflow that involved several teams, when a lifecycle stage is hit, it could be used to reference a specific SOP document.

Being able to see how many times specific automatic responses have been triggered by users would help immensely with knowing which responses are and are not helpful, get ignored, or if maybe the triggers or phrases need to be adjusted for optimal usage.

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.

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!

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.

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

Because private comments aren't being sent to anyone, I think that it would make sense to be able to edit them. It would be useful to be able to fix typos or update the information in notes taken within private comments.

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

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

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