Feature Requests

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?

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

Would like a Every Weekday (Monday - Friday) trigger in automations.

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.

The ability to automatically set ticket titles based on ticket templates would be great. Currently, that can only be accomplished through Power Automate flows, however, a default functionality in Tikit would be a big time-saver.

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.

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.

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

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.

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.

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.

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.

When Agents use a knowledge article to resolve a user's incident or request the Agent should be able to connect the knowledge article to the ticket. When users are directed to a knowledge article to self-resolve their incidents, that knowledge article should be automatically connected to the corresponding incident. This function (especially if those connections are automated) will help to identify knowledge articles which would benefit from enhancement, which could be disabled, and which are particularly helpful.

Right now, when we complete a lifecycle phase, we either need to refresh the page or switch to activity for a second or two and then back to Lifecycle. It would be awesome if it could trigger that refresh on it's own though