Feature Requests

I would love a capability to add any teams group chat transcript between the requester and agent to be populated in the ticket.

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

If a life cycle gets applied to a specific ticket by someone or a template and it happens to be the wrong one or not needed there needs to be a way to remove said Life Cycle from the ticket.

Similar to the request to duplicate an existing automation rule, we would like the ability to duplicate an existing LifeCycle to create a new one. I am working on a 25 phase new employee lifecycle and would need to the same thing for a departing employee. It would be nice to be able to duplicate the new employee lifecycle and just change the verbiage and possibly the assignments of tasks/approvals rather than retyping the entire lifecycle.

When creating or updating tasks via Power Automate it would be helpful to be able to assign tasks to a group and/or team instead of only being able to assign to an individual.

When we apply a template to a ticket, and the user fills out the template and sends the response to us. Tikit doesn't notify a change to the ticket has been made which is important so we know a customer has updated their ticket.

Currently, when someone types a message and the TVA doesn't know what they are asking it will pop up a form. Our staff are using it instead of the correct form. We do not want them using this form at all. Would it be possible to have it point to a KB article with an explanation and some key terms they need to use?

Add the ability to view deleted tickets. and be able to recover them. Like how archiving works.

There is currently no way to easily see whether I have viewed the latest activity on a ticket. This makes it difficult to track missed comments or updates. Add a per-user unread activity indicator that visually shows when there is new activity since the individual user last viewed the ticket, including a numeric count of missed updates.

Currently, the ticketing system allows users to merge multiple tickets. However, if tickets are merged in error, there is no way to reverse or unmerge them. This creates workflow issues, impacts reporting accuracy, and can cause confusion for both internal teams and clients. Add functionality that allows users (with appropriate permissions) to unmerge previously merged tickets.

The ability to export ticket information, including assignee, ticket title, Custom Form Answers, anything from the activity tab (including ticket assigning history, messages, and internal notes), and approval history would be very helpful for auditing purposes.

Regarding the "No, create a ticket" button that shows up when the Tikit bot presents a few items for the end user to consider when they chat with it, the ability to customize that button to have the user be presented with a specific form, and the ability to hide that button all-together would be very helpful, as users can use that button to create a ticket with minimal information rather than using a form that lets us gather more details.

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 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.

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!