Feature Requests

In many cases, in a lifecycle there will be a group of people that need to be notified about the task instead of just one person. Adding the ability to assign to a group would be helpful.

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

I'd like to see some sort of approval management. After approvals are added to a ticket, there is no further action Agents can take. If the approval needs to be changed to another user, or removed after finding out they are out of office that can not be done. If the approval has languished unactioned and the Agent would like to send a reminder, there is no option to resend the approval.

Copy + Paste screenshots in the submission and message section of a ticket to help explain issues and answers without having to save them as attachments.

Instead of only returning the single most confident response, it'd be great if the virtual agent returned a few of the most confident responses. For example, if you had a question around new hardware you could get responses that are a mix of Knowledge Articles (e.g. how to configure a webcam) and Templates (e.g. how to submit an order for a webcam).

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

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.

To give attention to the custom form answers that have been submitted with a ticket, it would be nice to have it auto expanded to show the answers so that it will grab the agents attention when looking at a new or existing ticket.

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 an approval is needed, there is often an attachment that needs to be viewed in order to execute the approval. It is my understanding an approver should have access to view the ticket and any attachments. When I test this, the notification comes through with a view ticket option but when you click view ticket, the Tikit Virtual Agent says "I am sorry I don't have information regarding that topic..." How can an approver view the ticket and attachments in order to approve?

The tags field from the form that appears after right-clicking on a Teams message currently doesn't have a drop-down arrow to allow the selection of available tags that were setup though Tikit. It is currently a fillable field, however, no tags appear, even if you type to fill the field.

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.

When an agent looks at a ticket in teams all the editing buttons are there but there is no way to view the ticket on the web page like for users. It would be nice to be able to open the ticket in the web as some things are easier to modify or add in the web page GUI.

When selecting a tag from the drop-down menu, they are in the order they were created. It would be better if they were ordered chronological. This would help when using the drop-down menu.

Allow @ mentions in tickets to notify the person mentioned