Feature Requests

If you need to report an issue with Tikit, please email help@tikit.ai

Trending
  1. Tikit Mobile App

    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.

    James P
    #Feature 👍

    0

  2. Copy + Paste screenshots

    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.

    Casie H

    9

  3. Allow @mentions in tickets

    Allow @ mentions in tickets to notify the person mentioned

    Abby R
    #Enhancement 🎨

    3

  4. Elevated Knowledge Articles

    Creation of knowledge that is only visible to analysts as it requires elevation to execute or higher skill set.

    Kim J
    #Enhancement 🎨

    5

  5. Timing of tickets - timers

    I have not really found any timers within Tikit.. am I missing something (could very well be). Certainly I think timers should be built into a ticket application to understand a variety of metrics including: How long a ticket takes to close How long a ticket is in the system before it is claimed How long a ticket stays in certain state (Pending, Open, etc) Further, it would be good if certain timers only ran when tickets were open and/or had eyes on them, as opposed to a timer that just runs. This could give better understanding of actual time worked on a ticket.

    Stephen
    #Enhancement 🎨

    0

  6. Tikit Config Change Logs

    It would be great to see a change log in Tikit in the case of someone anonymously messing up the configuration and causing functionality problems. It would be much easier to undo mistakes and find out who did it.

    Mike O

    1

  7. Email signature attachment

    When handling a ticket via mail connector, evert time the user replies, the logo from the signature becomes an attachment. It would be great, if this did not happen.

    BP

    0

  8. Customizable Messages

    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.

    Cameron W
    #Enhancement 🎨#Feature 👍#Misc 🤷

    4

  9. Resolution Note

    We provide monthly reporting to our IT Committee that includes a listing of our tickets. We require there be a resolution description in the report. Currently TIKIT does not have a field to leave a resolution. I would like for there to be a required resolution description upon closing/resolving a ticket. Sometimes tickets are closed without any notes and then we can't even refer back to old tickets to get the resolution.

    Tyler G
    #Enhancement 🎨#Feature 👍#Deal Breaker 💔

    5

  10. Edit tickets from a tab in Teams

    Conversational Triaging is great but I would like a UI to work & edit tickets with in a teams tab

    James Kleinschnitz
    #Feature 👍

    3

  11. Show more than 20 tickets on the screen

    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.

    Brandon B
    #Enhancement 🎨#Feature 👍

    0

  12. Related Tickets - Parent/Child

    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

    Adam
    #Feature 👍

    4

  13. Simple Time Tracking

    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!

    Paul H
    #Enhancement 🎨#Feature 👍#Deal Breaker 💔

    3

  14. Turn Off/Limit Notifications

    We would like to be able to limit certain notifications like when a ticket auto-closes after 3 days, when a status is changed to a certain status, etc

    Hailey K

    4

  15. Knowledge base silos

    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.

    Mike O
    #Enhancement 🎨

    2