Feature Requests

When handling a ticket via mail connector, evert time the user replies, the logo from the signature becomes an attachment. It would be great, if this did not happen.

Right now, when we complete a lifecycle phase, we either need to refresh the page or switch to activity for a second or two and then back to Lifecycle. It would be awesome if it could trigger that refresh on it's own though

With Intune integration, if the user is the primary user on a device it will show up under linked devices. The ability to add a device as an affected item on a ticket would be helpful if a device does not have a primary user (Multi-User Device) or when a user is calling about an issue on a device where they are not the primary user. Being able to add an affected item and conduct a lookup from Intune and having the device information (Like the card that is on the linked devices page) available from the ticket would help in the above situation. It would also mitigate the number of clicks needed to find a user's device if they are the primary user.

This would allow you to make a lifecycle with tasks that could be partially completed allowing the ticket to be resolved. For example new employees. Maybe the tasks are to set up a laptop they need because they were hired in Admin. While another new employee wont need a laptop because of a different department. Allowing the agent to mark a tasks as Non-Applicable so the ticket can be marked resolved. This affects the Agent and makes tasks more seamless without having to make multiple templates per department.

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

We have had users mention that they need a way to save filters (for them to view only) so they can quickly reference them later.

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.

When Agents use a knowledge article to resolve a user's incident or request the Agent should be able to connect the knowledge article to the ticket. When users are directed to a knowledge article to self-resolve their incidents, that knowledge article should be automatically connected to the corresponding incident. This function (especially if those connections are automated) will help to identify knowledge articles which would benefit from enhancement, which could be disabled, and which are particularly helpful.

For certain groups within our department, we assign a ticket to a group, then they can take the ticket or assign it to an individual of the group when ready. I think the automations could be easier to use if you had fields to complete for notifications, like Type of notification (Teams, email), Notify (Requestor, Assignee, Group), etc. Either way, if we could notify a group, that would be awesome, thanks!

Is it possible to show Triage members when agents are Out of Office and for how long? When Triage members have to assign the ticket to the agent, they have no visibility whether the agent is in the office or not.

We have common responses that we often send to our users. One such response we send is asking for them to provide us with their Teamviewer information so we can remote in. I have to tell them where to find it, which numbers to give us, and that they need to keep the program up and running on their machine so we can complete the remote connection. It would be fantastic if we could create response templates that already has all of this information typed in that we could simply select and have it filled out in the response box. It would save me and my team a lot of time and typing.

Would like a Every Weekday (Monday - Friday) trigger in automations.

Currently, if a Knowledgebase article is selected as the best possible response to an inquiry and the user selects "No" to the "Was this answer helpful?", they are presented a generic text box asking for details that, when submitted, creates a ticket with default parameters. It would be useful if an answer could link both a KB article, that if not successful in helping the user resolve their issue, presented them with a proper form to assist with routing. For example, we have many AD systems; if a user requests help with their password, it would be useful to let them know the links to our self-service tools for example, and if they still need help, to prompt for more information such as which environment or tool they need help with as not all of our account systems are available to the Service Desk to manage.

When a request triggers a Knowledge article, the requestor is given the opportunity to mark the response as not helpful so they can proceed with opening a new ticket rather than being deflected. However, when a request triggers a template, no such option is given, and the user has to ignore the template and try to figure out a way to rephrase their request so it doesn't trigger the template.

The ability to automatically set ticket titles based on ticket templates would be great. Currently, that can only be accomplished through Power Automate flows, however, a default functionality in Tikit would be a big time-saver.