Feature Requests

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

I would like the ability to view approvals from within Teams. We are pushing Teams to our company (better late than never) and it would be nice for those who may get numerous approvals to be able to view and work on all their approvals from within the Team interface similar to how they can view their Tickets/Requests. I am hoping that as a result of this, it would allow users to interact with Approvals from the Teams Mobile app. It's more of a hassle for users to log in to M365 on a browser just to view approvals, but many of our users are already utilizing Teams (and other M365 apps) on their mobile devices and it would be readily available with little to no extra steps.

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!

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.

I have not really found any timers within Tikit.. am I missing something (could very well be). Certainly I think timers should be built into a ticket application to understand a variety of metrics including: How long a ticket takes to close How long a ticket is in the system before it is claimed How long a ticket stays in certain state (Pending, Open, etc) Further, it would be good if certain timers only ran when tickets were open and/or had eyes on them, as opposed to a timer that just runs. This could give better understanding of actual time worked on a ticket.

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.

Please integrate tikit with MS copilot. It would be useful in scanning the tikit to draft a reply to the customer.

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.

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.

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.

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 adding an image to a comment, it adds it as an attachment. This creates two issues: Can't see the context of the image, especially if multiple images need to be added.The user has to click to open and view the attachment. Preferrably, you can upload/paste an image and have it embedded directly in the comment where intended.

A way of seeing if a submitter has an out of office agent turned on from the Agent Portal would be helpful.

I have a handful of users that are becoming notorious for adding comments to the wrong ticket in virtual agent. It would be nice for agents to have the ability to remove comments. Even if we cannot completely delete a comment, it would be nice to able to reassign a comment to a different ticket.