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.

I would like to request a feature that allows me to set the SLA using a specific form. So that whenever a specific form is selected, whether the form is almost identical to another existing form. the timer would change.

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!

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.

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. :)

It would be great to have a calendar or calendar view that can show due dates of tickets. It would be extremely helpful for tickets that usually have a longer lifecycle like events requiring IT assistance. Or maybe some kind of integration with a shared Outlook calendar?

When you know you need to wait a certain amount of time before following up on a ticket, it would be useful to be able to set a date on which the ticket would automatically set its status back to Active, to help serve as a reminder for when to follow up on the ticket. A couple of examples: If a request is low priority, and the requester would like to come back to the request after a week. If you are waiting for someone else to do something and you want to make sure to follow up with them after a week.

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.