Feature Requests

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.

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

With Intune integration, if the user is the primary user on a device it will show up under linked devices. The ability to add a device as an affected item on a ticket would be helpful if a device does not have a primary user (Multi-User Device) or when a user is calling about an issue on a device where they are not the primary user. Being able to add an affected item and conduct a lookup from Intune and having the device information (Like the card that is on the linked devices page) available from the ticket would help in the above situation. It would also mitigate the number of clicks needed to find a user's device if they are the primary user.

We love the Custom Form Answers but we'd like them to be more front-and-center when a ticket with a form is submitted. We'd like to see the Custom Form Answer in the response field as if it is a response from the user or IT. Right now, the Custom Form Answers are buried in a menu off to the right side and the only visual cue a form is there is the black text vs. greyed out text.

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.

There are some systems that allow for automatic error reporting from a no-reply email (i.e. xerox printers). When these systems generate errors, they usually have error/fault codes, identifiers, location, and other useful information. By having an automation be able to merge tickets. The tickets that come in can be merged to a MAIN ticket for that error/fault code, location, identifiers, and/or the other information. There should be a date range for the automation to check if there are tickets within that range that meet the criteria for the merge. This saves agents time by not having to merge manually. Keeps the queue nice and orderly. Keeps relevant information to a specific ticket.

On the left side of the screen when you have a single ticket open in the web interface, there is a list of all the tickets. You can pick a default view, but it would be nice to be able to also pick a custom view that has been created. It would also be nice to be able to collapse that list of all the tickets. An extra feature that would be great is being able to navigate to the next ticket in the list via a next arrow some thing similar.

When a ticket of a specific Template is created, the virtual agent could respond back with information to the end user such as: Average resolution times Who they should expect to hear from For example: New Laptop Requests typically take 7 business days to complete You should hear from John shortly about your password reset In this way some type of expectation is set out of the gate for End Users based on current ticket metrics.

To give attention to the custom form answers that have been submitted with a ticket, it would be nice to have it auto expanded to show the answers so that it will grab the agents attention when looking at a new or existing ticket.

When you know you need to wait a certain amount of time before following up on a ticket, it would be useful to be able to set a date on which the ticket would automatically set its status back to Active, to help serve as a reminder for when to follow up on the ticket. A couple of examples: If a request is low priority, and the requester would like to come back to the request after a week. If you are waiting for someone else to do something and you want to make sure to follow up with them after a week.

Current Reporting features are bare with showing data, also lack to pull or include to any other data tracking software. A few things we would want to be able to draw or include. -Filter additions (days, months etc.) It's unclear with what the exact date range applies for the 'last 30 days' -Export to excel/Export the graph and data to be able to share the exact numbers. -Field for average time for response, from ticket is open till ticket receives response from agent. -Average time of for entire tickets existence -Tickets by categories/group, priority, team etc. To help track KPI and provide a bit of insight to supervisors on how our Agents are handling their time with Tickets. Bug Note: we have noticed that the data for reporting doesn't always show when looking through the filters.

I have other systems that generate alerts, or reports that run on those systems that would be helpful to generate a ticket to assign to staff. In my current ticketing system I've been able to generate a ticket via email, but with deflection in TIKIT a KB article gets bounced back to an unmonitored mailbox and no ticket gets created. I want email deflection for my users, but not my tools. An exception list would be extremely helpful.

We can have multiple workflows and approvals and it would be useful to see a grid of all approvals, their current state, if completed the approvers, etc as well as perhaps re-request an approval function