Feature Requests

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

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 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!

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.

Please integrate tikit with MS copilot. It would be useful in scanning the tikit to draft a reply to the customer.

In some use cases and organizations like ours, responding agents should remain anonymous to end users. Currently replying agents' and assigned agents' names appear to the end user. We would like the option to replace the agents' names with their tech groups' names in all instances where the agent name field may appear. This could be achieved with an anonymity toggle in Tikit's settings.

We attach SLAs to tickets assigned to one of our support teams... expectation is that tickets are moved out of the "pending" stage and into the "active" stage within a specific timeframe. We've noticed a number of tickets breaching that SLA due to the timing of ticket submission. After business hours, we obviously aren't expecting the team to hit their target time, so think it would be an awesome feature to add time limits to when an SLA would actually go into effect.

When viewing chat history in TVA through adaptive cards, new messages are added to the chat at the top. It would be more intuitive if the message history grew from the bottom, as this is the convention in Teams itself.

If a life cycle gets applied to a specific ticket by someone or a template and it happens to be the wrong one or not needed there needs to be a way to remove said Life Cycle from the ticket.

We work a lot with people outside of our M365 tenet and it would be great if we could manually create an external user in Tikit without having them email the ticket system first or us having to send out an email and CC'ing the ticket system (even then the external user is not the requester).

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

Adding a filter option based on the Phase name in a Lifecycle would make it much easier for agents and admin to target exactly how many tickets are sitting at a certain phase, and create further accountability with who the task/approval phase is assigned to. The filter would be an even greater help under My Work for agents to deal with a bulk of work depending on the Phase of the Lifecycle. For example: agents would filter based on a "Reconcile" Phase in order to tackle all of the reconciliations at once, excluding other tasks/approvals assigned to them. This is especially useful when there is an influx in tickets with tasks that have different levels of urgency (allowing agents to filter the most important tasks first to do then move on to lower priority tasks).

The problem: I'm assigning certain templates to individual agents however other agents in their team are able to edit the custom form after submission. Solution: When assigning templates to individual agents, only the assigned agent should have the ability to edit the custom form after submission. This would be helpful in minimizing tampering with the custom form and creating accountability. This is a deal breaker for us as we relate service tickets to finance related tickets (invoices/quotes) that contain set costings in the custom forms that shouldn't be edited by just anyone in the department/team.

I would like the ability to view approvals from within Teams. We are pushing Teams to our company (better late than never) and it would be nice for those who may get numerous approvals to be able to view and work on all their approvals from within the Team interface similar to how they can view their Tickets/Requests. I am hoping that as a result of this, it would allow users to interact with Approvals from the Teams Mobile app. It's more of a hassle for users to log in to M365 on a browser just to view approvals, but many of our users are already utilizing Teams (and other M365 apps) on their mobile devices and it would be readily available with little to no extra steps.

In Germany and other European countries, it is customary for the week to start on Monday and end on Sunday. In Windows and Office, you can set the calendar format, and other apps/software will adopt it - or can be set up to do so by own settings. Unfortunately Tikit does not adopt this settings and there is no possibility to change the view - and so the week starts on Sunday. At first glance, this may seem insignificant, but it repeatedly leads to incorrect entries and planning errors. (People are creatures of habit 😉)