Feature Requests

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.

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 have not really found any timers within Tikit.. am I missing something (could very well be). Certainly I think timers should be built into a ticket application to understand a variety of metrics including: How long a ticket takes to close How long a ticket is in the system before it is claimed How long a ticket stays in certain state (Pending, Open, etc) Further, it would be good if certain timers only ran when tickets were open and/or had eyes on them, as opposed to a timer that just runs. This could give better understanding of actual time worked on a 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.

Should have ability to organize Automations. Even if just arrange alphabetically. Only listing in order of newest to oldest makes any organization impossible.

We have multiple office sites and it would be helpful to have the ability to sort by the end user's location.

We can have multiple workflows and approvals and it would be useful to see a grid of all approvals, their current state, if completed the approvers, etc as well as perhaps re-request an approval function

Many of our agents use Tikit on their mobile phone (iPhone). Using Tikit on a phone is not easy. To see your assigned tickets via Teams you have to type "show my work" or you have to go through Tikit web site. Would it be possible for the Tikit agent app on MS Teams to show by default all the agent assigned tickets in a streamlined format instead of having the chat interface by default ? A good example would be the Zebra MS Teams task app. https://www.microsoft.com/en-us/microsoft-365/blog/2023/08/09/save-costs-and-drive-efficiency-with-next-generation-ai-on-the-frontline-with-microsoft-teams/

We get various HTML-based emails with tables Tikit appears to be trying to converting the HTML to Markdown, but ends up just outputting elements of the markdown table vs. an actual formatted mark table. Screenshot of an example attached.

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

We primarily use the Board view. It would be convenient if next to the Status names (i.e. New, In Progress, Resolved) it could show the count of how many tickets are in each status column [i.e. New (2), In Progress (5), Resolved (3)] so we could see at a glance how many tickets are currently in what status / identify bottlenecks.

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 have automated emails that hits our ticket system on a weekly bases. The email addresses behind these are pretty long (see screenshot). It would be nice if, for external senders, we could edit the name so we could shorten these.

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

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.