Feature Requests

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

To utilize Tikit, we require the ability to print or export a PDF of a completed tikit to include the custom form answers, and any correspondence throughout the resolution process. There are situations that require us to show our process and resolution on certain incident reports and not being able to do that limits our use of tikit.

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!

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.

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.

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.

If a life cycle gets applied to a specific ticket by someone or a template and it happens to be the wrong one or not needed there needs to be a way to remove said Life Cycle from the ticket.

There are some systems that allow for automatic error reporting from a no-reply email (i.e. xerox printers). When these systems generate errors, they usually have error/fault codes, identifiers, location, and other useful information. By having an automation be able to merge tickets. The tickets that come in can be merged to a MAIN ticket for that error/fault code, location, identifiers, and/or the other information. There should be a date range for the automation to check if there are tickets within that range that meet the criteria for the merge. This saves agents time by not having to merge manually. Keeps the queue nice and orderly. Keeps relevant information to a specific ticket.

We are looking for a resource management solution to submit and service IT and non-IT assets, as well as document service procedures, schedule maintenance, and track service history. Examples of non-IT assets include forklift, A/C units, and other equipment. We'd also appreciate a significant nonprofit discount. :)

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.

Would it be possible to send the change of status and a message in one step, for example to enter and send the solution as a comment at the same time as the change to the status resolved? How can a dialog be encouraged with the user to respond to the status change "resolved" with an OK = Close or to reactivate the ticket if the solution is not satisfactory? I know, the automation of the closing after a defined period of time is already being worked on. It would also be good to have an automatic message to the user if the ticket was not closed by the user within a while. All this please with Teams and not via email.

Why is my idea useful? -Enables precise targeting of specific tickets to apply specialized SLAs -Allows Analysts to customize SLAs to their unique organization's needs -Offers a quick and easy way to apply a specific SLA to a ticket by just adding that SLAs tag Who would benefit? Analysts How should it work? On the page https://web.tikit.ai/settings/sla , open an SLA, then go to "Ticket Criteria". An analyst should be able to select "Tag" from the "Property" dropdown menu. The "Operator" menu should be the same as the other operators. The "Value" menu should be a picker input box that pulls from the current list of tags. If a tag is not present you should get the same option to add the tag as you would when entering a new tag in a ticket.

When creating or updating tasks via Power Automate it would be helpful to be able to assign tasks to a group and/or team instead of only being able to assign to an individual.

Zendesk has this feature called "macros" ( https://support.zendesk.com/hc/en-us/articles/4408844187034-Creating-macros-for-repetitive-ticket-responses-and-actions ) where you can create text templates that can be searched while in a ticket and then inserted, so that you can have pre-made text for common replies. I know there's the Knowledgebase, but that assumes you've corrected guessed all the ways a user will ask a question that leads to a particular prompt. And sometimes you might want to mix and match if it's multiple questions, or just want to copy the structure from a reply, but the exact macro wouldn't apply. Thank you for your consideration!