Feature Requests

We've found the Custom Views feature on the main Tikit page to be very useful. However, it's unfortunate that an Agent needs to be a Super Agent or higher (in terms of permissions) in order to use it. I'd like to see it that each Agent can have their own, private set of views without needing the higher level of permissions. Having them be private (so that yours are only visible to you) would be helpful as well so that nobody can accidentally edit or delete Custom Views made by other people. A Super Agent or Admin could retain the ability to make Global Views that everyone can access, if a custom view is better suited to be used by a whole team.

Currently when adding an image to a comment, it adds it as an attachment. This creates two issues: Can't see the context of the image, especially if multiple images need to be added.The user has to click to open and view the attachment. Preferrably, you can upload/paste an image and have it embedded directly in the comment where intended.

We need a webhook option to automate pushing tickets to our external MSP. Would prefer not to use power automate.

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.

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

Whether submitted in Virtual Agent, in the main application or via Power Automate flows, it would be nice to have the ability to format entries. Being able to push in multi-line comments, bulleted lists and even tables would be very helpful. Many times the entries get condensed into one line, making it really hard to read.

I have a handful of users that are becoming notorious for adding comments to the wrong ticket in virtual agent. It would be nice for agents to have the ability to remove comments. Even if we cannot completely delete a comment, it would be nice to able to reassign a comment to a different ticket.

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

I would like the ability to view approvals from within Teams. We are pushing Teams to our company (better late than never) and it would be nice for those who may get numerous approvals to be able to view and work on all their approvals from within the Team interface similar to how they can view their Tickets/Requests. I am hoping that as a result of this, it would allow users to interact with Approvals from the Teams Mobile app. It's more of a hassle for users to log in to M365 on a browser just to view approvals, but many of our users are already utilizing Teams (and other M365 apps) on their mobile devices and it would be readily available with little to no extra steps.

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.

Sometimes a message sent to a user is incorrect or sent to the wrong ticket. While not fully deleting it I think it would be useful to mark a message as erroneous so that it is hidden or crossed out when viewed. This way there will be no confusion on near duplicate messages on which one is correct.

Need Webhooks

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!