Feature Requests

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.

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.

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.

When a ticket is already closed and users reply to this old ticket via mail, their mail is being “lost”. The mail connector does not pick up the mail as it identifies the closed ticket. The user on the other side is not informed that the ticket is already closed. So this mail is lost in the mailbox. It should be possible to either set an automation task (which isn't right now as a proper trigger is missing) or to enable this automated reply on closed tickets somewhere in the settings.

Why is my idea useful? I have been working with the Tikit API for a while (https://app.tikit.ai/api/) and have found it useful for integration between Tikit and my application. Having some documentation for the API would be immensely helpful (maybe even a dev portal in the future?).Quick access to API knowledge allows devs to utilize Tikit API more efficiently, leading to more productive, happy customers. Who would benefit? Clients/customers with developers/engineers How should it work? A read the docs/simple docs page/site should suffice. Thank you!

Current Agent web portal Tickets views for Tickets/My Work and My Group Work are set to 20 tickets per page, please enable the ability to see more tickets per page(at least 50-100 if possible).

It would be very helpful if variables or (variable values) could be used in views and filters, e.g. Update date > current date - 7 days or Assignee = ‘logged in user’ As the views apply to all agents, especially the last one would be very helpful. Best regards Mark

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.

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

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!

This feature would be extremely beneficial as it prevents duplicate responses to the same requester. I ran into two situations today where my co-worker and I responded to the same ticket and accidentally unassigned one another since the ticket didn't update in time. I believe if we were notified when others were viewing tickets we're working on, it would allow for stronger communication and overall better organization of our tickets.

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.

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".

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.