Feature Requests

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

I think that having a way to send alerts/notices about outages or other IT related alerts via the TVA would be nice to have. It has the potential to back-fire a bit I guess if users begin replying to the alert and potentially creating tickets saying, "Thank you for the heads up".

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

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

Some users will attempt to bypass the tikitbot via email or just ignoring the bot's suggestion, thinking that if they talk to a tech their problem is resolved quicker. To reinforce that some items are in fact intended to be self-service, i'd like to be able to have an option to search the KB and add a response to a tikit from there, right from the tikit response dialog.

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.

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.

Current Reporting features are bare with showing data, also lack to pull or include to any other data tracking software. A few things we would want to be able to draw or include. -Filter additions (days, months etc.) It's unclear with what the exact date range applies for the 'last 30 days' -Export to excel/Export the graph and data to be able to share the exact numbers. -Field for average time for response, from ticket is open till ticket receives response from agent. -Average time of for entire tickets existence -Tickets by categories/group, priority, team etc. To help track KPI and provide a bit of insight to supervisors on how our Agents are handling their time with Tickets. Bug Note: we have noticed that the data for reporting doesn't always show when looking through the filters.

Similar to the request to duplicate an existing automation rule, we would like the ability to duplicate an existing LifeCycle to create a new one. I am working on a 25 phase new employee lifecycle and would need to the same thing for a departing employee. It would be nice to be able to duplicate the new employee lifecycle and just change the verbiage and possibly the assignments of tasks/approvals rather than retyping the entire lifecycle.

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

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.

Would like a Every Weekday (Monday - Friday) trigger in automations.

There is currently no spell check within the Web UI when creating tickets or adding comments. Since there is a spell check within MS Teams and the Tikit app, there should be one within the web page.

We are having a problem with columns not showing in the "my work" and "my group work" sections. If the broswer size is too small then it means the last two columns are not diplsaying (Group/Assignee). This is problematic when you are a member of multiple groups and you are trying to see if a ticket is assigned. There are a few possible options to resolve this. Add the ability to scroll left to right Allow the columns to be rearranged Add a filter to these views.