Feature Requests

Currently, there is no easy way to set how tickets should notify requesters/ Assignee. Example, the ticket goes from resolved to closed in the preinstalled automation, it will send out a notification that the ticket was sent to closed. We do not want that for that specific rule...

Currently the filter system does a AND when selecting more than 1 filter option. Is it possible to create a filter with the OR instead. For example if one of my tech's is out of the office, I would like a filter for all tickets where they are the assignee OR a collaborator. So I can quickly see what needs to be worked on.

We work a lot with people outside of our M365 tenet and it would be great if we could manually create an external user in Tikit without having them email the ticket system first or us having to send out an email and CC'ing the ticket system (even then the external user is not the requester).

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!

Would be nice to be able to copy an Automation, to allow for minor modifications. For example I have a handful of Automations for my Support Team. Being able to copy them and make one minor edit would allow me to setup for our Finance Team without having to rebuild the whole thing.

Dear Tikit Ideas Team, I hope you're doing well. I’d like to suggest an improvement to the email functionality within Tikit. Currently, when an email is sent using the Email Button, the message does not appear in the Activity Section of the ticket. This limits visibility into outbound communications initiated by IT. To ensure a complete and auditable communication trail, it would be extremely helpful if emails sent via the Email Button were automatically logged in the Activity Section. This would allow IT staff to verify what was communicated to the user and maintain consistent documentation. Additionally, when a user replies to the email, their response does appear in the Activity Section. Extending this behavior to include the original outbound email would provide a more comprehensive view of the conversation and help confirm that communication was both sent and received. Thank you for considering this enhancement. Please let me know if you need any further details or clarification. Best regards, Duane M.E. Thomas Senior IT Helpdesk Specialist

We currently use Microsoft Forms to create Key Fob Requests, which then export the data to an Excel Spreadsheet. I want to import the Excel spreadsheets into Tikit regarding my Key Fob Request Template and/or Key Fob Request - Standard Lifecycle. However, there is no Import option in Tikit.

The full functionality of the default Exchange Connector should be included in the SMLets Exchange Connector and then expanded upon to give more flexibility in the configuration, instead of losing functionality. We were relying on the "Only process emails from users in CMDB" functionality in our previous environment and would like this choice of functionality to be available in the SMLets Exchange Connector.

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.

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

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.

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.

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

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