Feature Requests

In many cases, in a lifecycle there will be a group of people that need to be notified about the task instead of just one person. Adding the ability to assign to a group would be helpful.

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

When selecting a tag from the drop-down menu, they are in the order they were created. It would be better if they were ordered chronological. This would help when using the drop-down menu.

I'd like to see some sort of approval management. After approvals are added to a ticket, there is no further action Agents can take. If the approval needs to be changed to another user, or removed after finding out they are out of office that can not be done. If the approval has languished unactioned and the Agent would like to send a reminder, there is no option to resend the approval.

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.

When a request triggers a Knowledge article, the requestor is given the opportunity to mark the response as not helpful so they can proceed with opening a new ticket rather than being deflected. However, when a request triggers a template, no such option is given, and the user has to ignore the template and try to figure out a way to rephrase their request so it doesn't trigger the template.

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.

Allow @ mentions in tickets to notify the person mentioned

Copy + Paste screenshots in the submission and message section of a ticket to help explain issues and answers without having to save them as attachments.

Instead of only returning the single most confident response, it'd be great if the virtual agent returned a few of the most confident responses. For example, if you had a question around new hardware you could get responses that are a mix of Knowledge Articles (e.g. how to configure a webcam) and Templates (e.g. how to submit an order for a webcam).

It would be nice to have the option to customize the message sent by the Tikit or HelpBot bots to agents/users when HelpBot or Tikit has a problem. Currently, we have seen the following two messages: I don't know what just happened there, but I've gone ahead and alerted the right people. Can I help you with anything else? You seem to have caught us while we are adding & updating features! We are running around and getting tasks done as fast as possible. We don't expect this to take long. Get latest service status & updates here We would like these messages to be more verbose and customizable so that users for a specific organization can be provided with an alternative means of contact for ticket entry. This would hopefully guarantee that the downtime is known more immediately. For example, the standard Tikit downtime message could display, and then appended to the bottom of this message could be the customized/branded message. Example 1: I don't know what just happened there, but I've gone ahead and alerted the right people. Can I help you with anything else? If this message persists, please contact X at (XXX) XXX-XXXX. Example 2: You seem to have caught us while we are adding & updating features! We are running around and getting tasks done as fast as possible. We don't expect this to take long. Get latest service status & updates here. If you are in need of immediate assistance, please contact X at (XXX) XXX-XXXX.

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

We have had users mention that they need a way to save filters (for them to view only) so they can quickly reference them later.

I would like to see a way to separate knowledge bases. We have many sites and there are different procedure or tech at each one, and it would be cool for employees at site A to only be able to see KBs for that site.