Feature Requests

Why is my idea useful? Adding a description field/box will allow requesters to leave more expressive details on issues.This will avoid having requesters leave ALL information inside the TitleThere already exists a "Description" field within the Tikit API's Ticket endpoint response. Who would benefit? IT support/admin, requesters How should it work? Add a description field to the UI on the webpageWhen the requester first creates a new request, they can then fill out the title, tags, descriptions, etc.Similar to how JIRA operates Thank you!

Why is my idea useful? I have been working with the Tikit API for a while (https://app.tikit.ai/api/) and have found it useful for integration between Tikit and my application. Having some documentation for the API would be immensely helpful (maybe even a dev portal in the future?).Quick access to API knowledge allows devs to utilize Tikit API more efficiently, leading to more productive, happy customers. Who would benefit? Clients/customers with developers/engineers How should it work? A read the docs/simple docs page/site should suffice. Thank you!

I was thinking it could be useful to have a button for quickly resolving tickets instead of having to go into the properties menu every time. but this could be expanded into potentially having buttons for each ticket status (Active, pending, resolved, closed, rejected, etc) Or maybe this can be a button with a drop down option? Ideally, it can bea across the top of an open ticket, the Assignee./group/tag region of the tickets.

Currently, you cannot remove an approver from a ticket for example, you have added two approvers and one has approved but we dont require the 2nd approver. We cannot close the ticket.

This feature would be extremely beneficial as it prevents duplicate responses to the same requester. I ran into two situations today where my co-worker and I responded to the same ticket and accidentally unassigned one another since the ticket didn't update in time. I believe if we were notified when others were viewing tickets we're working on, it would allow for stronger communication and overall better organization of our tickets.

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

In some use cases and organizations like ours, responding agents should remain anonymous to end users. Currently replying agents' and assigned agents' names appear to the end user. We would like the option to replace the agents' names with their tech groups' names in all instances where the agent name field may appear. This could be achieved with an anonymity toggle in Tikit's settings.

Allow/set automations to run at a scheduled time of day i.e. only during business hours.

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.

Giving requestors the ability to set the priority of a ticket would allow agents to more quickly prioritize the order of their work. Additionally, tickets created with a high priority could be used to trigger more urgent notifications. In the past I've used products that allowed for the priority to be set during ticket creation via a web portal, and additionally by setting the Importance/X-Priority value on an email header.

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.

When we apply a template to a ticket, and the user fills out the template and sends the response to us. Tikit doesn't notify a change to the ticket has been made which is important so we know a customer has updated their ticket.

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.

We would appreciate an option to duplicate the definition of an existing automation rule to create a new one.

Why is my idea useful? -general housekeeping and organization within TIKIT -keeps everything neat and tidy -gives an agent the ability to group similar lifecycles or life cycles that belong to a category Who would benefit? Agents How should it work? Similar to how Status's and Categories are displayed in settings today.