Feature Requests

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 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".

Have a log for when ticket runs an automation and the results of that process

Please integrate tikit with MS copilot. It would be useful in scanning the tikit to draft a reply to the customer.

Some users will attempt to bypass the tikitbot via email or just ignoring the bot's suggestion, thinking that if they talk to a tech their problem is resolved quicker. To reinforce that some items are in fact intended to be self-service, i'd like to be able to have an option to search the KB and add a response to a tikit from there, right from the tikit response dialog.

It would be more efficient if we could copy and paste images into ticket replies via the Tikit online portal. I understand there is an upload image option, however you must first copy and save the image before uploading it. To view the image, the requester still needs to click on it. If the option to paste was available, it would save time for both Agent and Requester.

It would be nice to be quickly view previous tickets from a requester. Sometimes it helps to look at previous tickets to see what was done previously with a requester.

The ability to create scheduled or recurring tickets would be very beneficial. You could set the ticket description, category, requestor, future start time, and recurrence pattern as minimum requirements. Optional would be things like assignee and due date. Once set, when the future start time is reached, the system would create the requested ticket. Some examples of the types of tickets that could be scheduled are: Renew domain registrations, SSL certificates, software licensing annuallyReview backup logs dailyPerform server updates monthly Scheduled tickets with the ability to set recurrence would not only serve as reminders to complete the scheduled task, but would also serve as records that the tasks were completed as desired.

Why is my idea useful? -Visual Representation: A calendar view provides a clear and intuitive visual representation of scheduled events, tasks, appointments, and deadlines. It allows users to grasp the timeline and understand the sequence of activities more easily. -Scheduling and Planning: Service Desk teams can use the calendar view to schedule and plan their work effectively -SLA Compliance Monitoring: SLA's have specific response and resolution times. -Coordination and Collaboration: Calendar views allow different teams and team members to synchronize their schedules and collaborate more effectively in and out of TIKIT. -Better User Communication: With a calendar view, service providers can communicate timelines to customers more clearly; also helps with scheduling 1:1 or 1:n meetings. Who would benefit? End-Users and Agents How should it work? The Calendar view should be placed on the main web.tikit.ai page in the left sidebar. The view should be able to toggle between Agenda, Weekly, and Monthly. The Calendar view should contain toggle-able data on Due Dates, SLA Breach Date/Times, Shared Calendars from M365, The Calendar view should have RBAC for what data gets shown to End-Users vs Agents. (e.g. End-Users should not be able to see a shared department calendar; End-Users should see their ticket displayed.) Clicking on a data point within calendar should take you to it's prospective link (e.g. M365 Event: opens that Outlook event in another tab; TIKIT Ticket: Opens the web.tikit.ai/ticket/#### view for that ticket in the same tab.) The Calendar view toggled data point and Agenda, Weekly, and Monthly view should persist between sessions.

I think it would be helpful if there was an option to require an assignee before a ticket is resolved/closed. Similar to the setting for a Resolution Category or Notes. This would help to make sure that all tickets have an assignee (or person who worked on and closed the ticket).

Because communication flows and other automations can vary depending on source (Teams/email/web) it could be useful to see ticket source and filter views on this variable.

To include an option where I can review and restore deleted tickets from my teams or myself, as other ticketing systems do

Excluding disabled accounts from selection forms (like termination or IT request forms) prevents mistakes caused by inactive accounts. • Filter the Attribute: It looks for a specific flag, such as Enabled = True or Status = Active. • Hide Disabled Accounts: Any account marked as Disabled, Inactive, or Terminated is completely excluded from the results. When an HR manager opens a "Manager Change" or "IT Request" form, the system runs a background filter: Select Name FROM Employee_Database WHERE Account_Status == 'Active'

It would allow us to use Tikit for approvals for processes that require logging for the reasons for the decision.

Most systems I have worked in, supported, or been a customer in, allow the users to cancel a ticket they have submitted. I had not really noticed until one of my users brought it up.