Feature Requests

We've found the Custom Views feature on the main Tikit page to be very useful. However, it's unfortunate that an Agent needs to be a Super Agent or higher (in terms of permissions) in order to use it. I'd like to see it that each Agent can have their own, private set of views without needing the higher level of permissions. Having them be private (so that yours are only visible to you) would be helpful as well so that nobody can accidentally edit or delete Custom Views made by other people. A Super Agent or Admin could retain the ability to make Global Views that everyone can access, if a custom view is better suited to be used by a whole team.

We need a webhook option to automate pushing tickets to our external MSP. Would prefer not to use power automate.

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

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.

Currently when adding an image to a comment, it adds it as an attachment. This creates two issues: Can't see the context of the image, especially if multiple images need to be added.The user has to click to open and view the attachment. Preferrably, you can upload/paste an image and have it embedded directly in the comment where intended.

The ability to search for what users type into the Custom Form Answers and for those to be able to be exported would be very useful.

Need Webhooks

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.

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

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

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.