Feature Requests

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?

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.

If multiple employees are submitting tickets that are all related to the same ticket - it would be great to give help desk employees the ability to create a single Parent Ticket, then relate all of employee submitted tickets as Child Tickets. Given this functionality, you may then want to: Perform mass communication from a single Parent ticket Change how you report on tickets Control properties of all of the Child Tickets via the Parent Ticket Still allow individual communication on Child Tickets so Analysts could work with Requestors one on one Per: https://roadmap.tikit.ai/roadmap/ability-to-merge-tickets

I would like to be able to schedule meetings from a ticket and add a tikit tab to the meeting so that I can interact with the Ticket the meeting is about.

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.

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!

Because private comments aren't being sent to anyone, I think that it would make sense to be able to edit them. It would be useful to be able to fix typos or update the information in notes taken within private comments.

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

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.

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.

It would be nice to be quickly view previous tickets from a requester. Sometimes it helps to look at previous tickets to see what was done previously with a requester.

We have had complaints that the comment box on the web portal is too small to work with. It would be great if the box was larger so people can see what they are typing if it is a longer message.

We often create templates with forms that are very similar - asking thing like location, desk number etc. It would be great to have an option to clone a template so we do not need to create the form over and over again. Once the template has been cloned - it will need to be uniquely named and editable to customise.

When viewing chat history in TVA through adaptive cards, new messages are added to the chat at the top. It would be more intuitive if the message history grew from the bottom, as this is the convention in Teams itself.

We have common responses that we often send to our users. One such response we send is asking for them to provide us with their Teamviewer information so we can remote in. I have to tell them where to find it, which numbers to give us, and that they need to keep the program up and running on their machine so we can complete the remote connection. It would be fantastic if we could create response templates that already has all of this information typed in that we could simply select and have it filled out in the response box. It would save me and my team a lot of time and typing.