Feature Requests

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

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

The current "Was this answer helpful?" feature is crucial for ticket intake and deflected answer reviews from our Tikit virtual agent. I need to be able to adjust the wording for "Was this answer helpful?", and the "Yes" or "No" replies to better communicate what their action will lead to.

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

Currently we have started tracking resolution time as an average of the resolved time function on our PowerBi daily reports Is there is a way that we can “stop the clock” when tickets are in a certain status. For our environment in particular we are looking to not have time count when they are in a Awaiting vendor, Awaiting user, or Problem status. Its not as simple as removing any tickets that are currently in that state from the average as they will still have that time when they enter the resolved state. I also realize this is difficult as it does not keep time as it more reflects time as a function X amount of time from creation date. Any ideas on how this can be achieved?

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

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 is often necessary to share some secrets (passwords, api keys etc.) with people. An easy way is to use a Password Pusher. An integrated solutions for this would be nice. For example: https://github.com/onetimesecret/onetimesecret or scrt.link

This feature needs to be completely changed. When our team send the command to helpbot/VA with the request, it creates an entire new ticket. Several suggestions for this. VA should prompt for their ticket number that they have requested for status. Once the user provides their ticket #, VA sends them their actual ticket card or specific Properties tab. Priority, Status, Group, Category, and Assignee. Even the messages chat in case the user did not see the messaged posted via Tikit. Eliminate, creating a whole new ticket just for the status of a ticket. Ping the Assignee or send email to administrator team if ticket is unassigned. I feel this might give Tikit a chance to add to their web.ai page to enhance or create a stronger notification/communication line for the Backend team.

It would be helpful if each group could only see and be able to choose from their assigned categories. We have two groups with very different tasks that we put in the categories, and it makes the list hard to navigate even with the hierarchy feature.

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 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.

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!

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

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.