Feature Requests

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

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.

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.

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!

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.

Currently we have started tracking resolution time as an average of the resolved time function on our PowerBi daily reports Is there is a way that we can “stop the clock” when tickets are in a certain status. For our environment in particular we are looking to not have time count when they are in a Awaiting vendor, Awaiting user, or Problem status. Its not as simple as removing any tickets that are currently in that state from the average as they will still have that time when they enter the resolved state. I also realize this is difficult as it does not keep time as it more reflects time as a function X amount of time from creation date. Any ideas on how this can be achieved?

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 you can sort columns on the screens, it would be useful if we can do multiple sorting on the columns, for example, sort the assignee and the modified date.

The "When a Ticket Created" trigger is too soon. If you use "When a ticket is updated" it fires off the flow constantly. The flow automation only needs to run once, but after the template is applied to the ticket.

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.

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.

Action.ShowCard and Action.ToggleVisibility allow the card to change dynamically based on user input. As a one-man-band covering help desk, data management, systems admin and more, the less I have to switch systems/interfaces, the more efficient I can be. These actions would allow me to build a single card that can gather multiple unique sets of data and require minimal end-user input. Adaptive Cards: add Action.ShowCard and/or Action.ToggleVisibility

Currently the filter system does a AND when selecting more than 1 filter option. Is it possible to create a filter with the OR instead. For example if one of my tech's is out of the office, I would like a filter for all tickets where they are the assignee OR a collaborator. So I can quickly see what needs to be worked on.

As an agent, I want to see the Request column bigger so I can read the full subject field. I am resizing this column a couple of times a day because its state is not saved upon refreshing/changing the Tickets page.