Feature Requests

Being able to see how many times specific automatic responses have been triggered by users would help immensely with knowing which responses are and are not helpful, get ignored, or if maybe the triggers or phrases need to be adjusted for optimal usage.

It would be nice to be able to set your own default view, including being able to select a custom view as default. I would also love to be able have personal and public views.

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.

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

The ability to create scheduled or recurring tickets would be very beneficial. You could set the ticket description, category, requestor, future start time, and recurrence pattern as minimum requirements. Optional would be things like assignee and due date. Once set, when the future start time is reached, the system would create the requested ticket. Some examples of the types of tickets that could be scheduled are: Renew domain registrations, SSL certificates, software licensing annuallyReview backup logs dailyPerform server updates monthly Scheduled tickets with the ability to set recurrence would not only serve as reminders to complete the scheduled task, but would also serve as records that the tasks were completed as desired.

When in edit ticket context, it can be handy to stay there and peruse the tickets on the left side of one's view. It seems unusual that "My Group Work" would not be a default view on the left, as "My Group Work" and "My Work" are the most relevant tickets to look at for most agents. Please consider adding "My Group Work" to the built-in list. Thanks so much!

We have had several people that keep putting in a ticket then putting themselves as the affected user. This is going to cause notification duplicates and it shows up odd on the ticket screens. It would be nice to not allow the users to do this.

This would help for filtering in the ticket list for Create Date/Modified Date/Due Date etc.

When users are in the My Work tab, they are unable to open a new ticket, so if I'm monitoring my board and get a request, I have to hop back to tickets to open a new ticket.

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.

Making “Assignee First Response (comment) date & time” an SLA‑configurable option enables: Accurate Responsiveness Measurement Tracks the actual first human interaction, not just ticket assignment, giving a true view of customer-facing response times. Improved SLA Compliance Monitoring Allows SLAs to reflect meaningful service milestones, leading to more realistic and enforceable targets.

We currently have Forms setup for users to fill out and send our way and at the moment, we can view what they filled in with the Forms tab in the ticket itself. What I would like to see is the ability to print out just their completed form and not the whole ticket. This would be highly beneficial to those cases where a written signature may be required for a supply request. Hope to see this in place soon!

The bot can present only one list, but allow it to present specific buttons to different users based on their security groups. As an example, security can request specific forms to create tickets, accounting can make specific requests, and general users can see the defaults only.

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