Feature Requests

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!

This would allow for automations to run at a specific time. Our use case is to allow for a update check on tickets that have not been updated or followed up on and to prompt the assignee to update or reach out to the end user.

When viewing the list of tickets, it's hard to tell which tickets have had responses or updates since the last time the ticket was viewed. I think it would be helpful to mark the titles of tickets with unread updates in a bold font or in a slightly different color to make it easier to easily tell when a ticket has updates that need to be reviewed. Having a timestamp in the "Last Modified Date" column is another thing that would also help differentiate newly updated tickets. The idea in this post is sort of related and may help this issue as well: https://roadmap.tikit.ai/b/6vre6g0l/feature-requests/last-received-message-in-list-view

There are many choices for columns, but if I select more than 12, I can't scroll right to see them all. Chrome and Edge. Support informed me that this is not currently available.

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.

The "When a Ticket Created" trigger is too soon. If you use "When a ticket is updated" it fires off the flow constantly. The flow automation only needs to run once, but after the template is applied to the ticket.

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.

Currently, when creating a ticket via web.tikit.ai or Teams, there is only the "Request"-field. It would be better to split this field into two fields, "request title" and a more detailed "request description". When creating a ticket via email, the mail subject is becoming the request (title) and the mail body is becoming the first comment on the ticket. If this feature request can be applied for new tickets created via web.tikit.ai or Teams, it could also be beneficial for tickets created via email: maybe the mail body could then be used for the field "request description" instead of making it the first comment on a ticket.

The ability to rearrange and to delete templates and lifecycles would be useful with organizing, as we have many set-up and it's not as simple to take inventory of them all. Archiving is good, however, the ability to delete them would be helpful.

In Settings, Categories, the view defaults to all the categories being fully-expanded, including ones marked as archived that may no longer be relevant to admins. Can there be a filter function here, or other way to show/hide the archived categories?

Currently one has to save a screenshot as file before uploading.

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.

Depending on what trigger a user launches in the chatbot, if multiple forms can trigger for them so that the bot can return multiple forms for them to fill out at the same time. That would help in scenarios where users need to submit multiple tickets at the same time that may not be related.

When a due date is specified for a ticket, add the ability to send a reminder to the agent of the upcoming ticket (a bit like MS Planner works. When a task is assigned to a user in MS Planner, the user gets a notification in the Planner app and also an email with a remainder of the task).

Current Limitations: The "When a ticket is updated" trigger in Power Automate generally triggers whenever any change occurs to a ticket, given very specific filtering options (such as priority, status, etc.) This means that if you were trying to catch other changes, such as changes to custom form answers, you could cause unnecessary flow executions due to the ineligibility of filtering only changes to form responses. Proposed Enhancement: Add the ability to configure granular filtering when using the "When a ticket is updated" trigger, specifically allowing users to filter by specific advanced fields. e.g., only trigger the flow when a custom form response is updated. Ultimately, we're looking for a way to only trigger a flow when custom form responses are changed on a ticket. I'd be curious to see if anyone else would have any use for this, or potentially other fields they would like to see filterable in the trigger.