Feature Requests

Currently, easiest way is within kanban board view on webapp. The number of tickets we receive throughout the day makes this cumbersome and leads to our resolution times appearing longer than the reality. Need button easily accessible in teams interface (best location would be right next to send + send & add to KB button) to say "close".

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

There are often a number of affected users + requestor added to a ticket. Sometimes, we need to only ask a question to a specific person. It would be great to be able to mention them to get their attention. Currently, we can only mention other agents.

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.

If multiple employees are submitting tickets that are all related to the same ticket - it would be great to give help desk employees the ability to create a single Parent Ticket, then relate all of employee submitted tickets as Child Tickets. Given this functionality, you may then want to: Perform mass communication from a single Parent ticket Change how you report on tickets Control properties of all of the Child Tickets via the Parent Ticket Still allow individual communication on Child Tickets so Analysts could work with Requestors one on one Per: https://roadmap.tikit.ai/roadmap/ability-to-merge-tickets

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.

We are currently using MS "Tasks by planner and ToDo" to give our employee a consolidated list of all their tasks from all apps. Unfortunately Tikit tasks do not seem to be compatible with this feature, forcing employee to "remember" to check the other taks list from tikit. Having Tikit tasks using the standard MS tasks would be a major benefit for our end users, and greatly help with user adoption by having Tikit even further integrated with MS Teams.

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.

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 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 need users to be able to add another staff to affected users. Currently this is only possible if they use email and CC other staff. We want them to be able to add the using the agent or web. There is often times when they need to be able to have multiple people on the ticket.

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.

Giving requestors the ability to set the priority of a ticket would allow agents to more quickly prioritize the order of their work. Additionally, tickets created with a high priority could be used to trigger more urgent notifications. In the past I've used products that allowed for the priority to be set during ticket creation via a web portal, and additionally by setting the Importance/X-Priority value on an email header.

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!

I'd like if there was the capability to perform some basic branding of the web.tikit.ai portal. It wouldn't just be visible to agents either. Some of our employees prefer to initiate requests using the web portal over e-mail or Teams, and being able to put a company logo on the page would be a nice bit of polish.