Feature Requests

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.

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.

The current default template for ticket creation within Teams is extremely limited. The only attribute a requestor can affect is the request description. We would like our employees to be able to enter things like the ticket priority and due date, and potentially other affected users. If we could edit the default request form, we could surface these options to requestors.

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.

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?

To utilize Tikit, we require the ability to print or export a PDF of a completed tikit to include the custom form answers, and any correspondence throughout the resolution process. There are situations that require us to show our process and resolution on certain incident reports and not being able to do that limits our use of tikit.

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

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!

We are getting hundreds of tickets a day in some cases and it would be much easier to work the tickets for a group if we could see more than 20 tickets on the screens, something like 50 would be much easier to work with.

Why an Expanded Search is Crucial for Both End-users and Agents: Swift Issue Tracking for End-users: Sometimes, users might recall a specific comment they made or a keyword from a related knowledge article rather than the exact ticket details. An expanded search would allow users to quickly locate their past tickets, follow up on ongoing issues, or even avoid submitting redundant requests. Efficiency Boost for Agents: Agents juggle multiple tickets simultaneously. Being able to search using varied parameters like assignee, type, category, or phase can immensely help them prioritize, categorize, and resolve tickets faster. For example, an agent could pull up all 'High Priority' tickets in 'Phase 2' in a matter of seconds, ensuring urgent issues get timely attention. Holistic View and Analysis: Agents often need to review the history of recurring issues, analyze patterns, or even identify potential solutions suggested in comments or knowledge articles. An all-encompassing search function means less time hunting and more time resolving. Improved Collaboration: In scenarios where teams collaborate on a ticket, it's invaluable for agents to search by 'Group' or 'Team', ensuring seamless communication and faster resolution. Enriched User Experience for All: By catering to diverse search habits and memory cues, we are enhancing the experience for everyone, whether they're submitting a ticket or resolving one. Advanced Analytics and Insights: With more comprehensive search capabilities, team leads can generate in-depth reports to identify bottlenecks, strategize improvements, or even allocate resources more effectively. What would be searchable? Comments, Tags, Ticket Number, Resolutions, Knowledge Articles, Assignee, Type, Category, Phase, Priority, Group, Team, Status, Attachment Names, Custom Forms, and other relevant fields

We are currently using MS "Tasks by planner and ToDo" to give our employee a consolidated list of all their tasks from all apps. Unfortunately Tikit tasks do not seem to be compatible with this feature, forcing employee to "remember" to check the other taks list from tikit. Having Tikit tasks using the standard MS tasks would be a major benefit for our end users, and greatly help with user adoption by having Tikit even further integrated with MS Teams.

I would like a full featured ticket mobile app. This would allow a wider range of devices to be used with ticket which would allow agents not to be restricted to web browser only. This would also allow for more control over push notifications and ease of more timely updates. IOS First priority.