Feature Requests

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.

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.

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

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 would like to see a way to separate knowledge bases. We have many sites and there are different procedure or tech at each one, and it would be cool for employees at site A to only be able to see KBs for that site.

We love the Custom Form Answers but we'd like them to be more front-and-center when a ticket with a form is submitted. We'd like to see the Custom Form Answer in the response field as if it is a response from the user or IT. Right now, the Custom Form Answers are buried in a menu off to the right side and the only visual cue a form is there is the black text vs. greyed out text.

We attach SLAs to tickets assigned to one of our support teams... expectation is that tickets are moved out of the "pending" stage and into the "active" stage within a specific timeframe. We've noticed a number of tickets breaching that SLA due to the timing of ticket submission. After business hours, we obviously aren't expecting the team to hit their target time, so think it would be an awesome feature to add time limits to when an SLA would actually go into effect.

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.

Why is my idea useful? -Enables a transition to a new lifecycle after the first passes or fails. -"Chaining" lifecycles allows for more roust workflows Who would benefit? Analysts How should it work? Add "Move to New Lifecycle" to the transition within a Lifecycle. An agent should be able to select which lifecycle to transition to.

We have users who need to access items across multiple domains. We often need to correct them on which domain and username. For example "Please log in using DOMAIN\username" Issue is Tikit removes the , so the user sees "Please log in using DOMAINusername", and do you know what they enter? DOMAINusername, then they come back and complain it doesn't work.

Someone in our office found a hole in our ticket generation policy after they realized that they can skip around using our company templates by simply typing "New Ticket" into the virtual agent. To see what I'm talking about, type "Help" into the virtual agent and you will see the phrase "New Ticket" mentioned. For now, we have been deleting this employee's tickets because it requires too much effort to apply a template/re-enter all of their data for them. Can you please investigate an option to disable the phrase "New Ticket" and its associated functions? We have been working hard to funnel requests into our very curated templates to make sure all information for requests is captured and sent to the right people. Every department has templates they use now, nobody should be entering default tickets anymore.

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.

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!

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.