Feature Requests

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!

With multiple departments all using Tikit it would be good for the Category selection box to be Team relevant rather that having to look through a list of all category's

I love the templates but have found that if you attach a 2nd template, it deletes the first template and answers. We want to use these templates to save our team a lot of time asking the same questions to HR for new hires. The ability to attach more than one template would really help us leverage this feature. Thanks!

The ability to rearrange and to delete templates and lifecycles would be useful with organizing, as we have many set-up and it's not as simple to take inventory of them all. Archiving is good, however, the ability to delete them would be helpful.

Ability to customized views (adding filters or additional elements to enhance agent experiance.

We are getting a lot of complaints from people confused why their ticket was resolved when we are merging one ticket with another. Is there a way to not notify the users when this happens?

We primarily use the Board view. It would be convenient if next to the Status names (i.e. New, In Progress, Resolved) it could show the count of how many tickets are in each status column [i.e. New (2), In Progress (5), Resolved (3)] so we could see at a glance how many tickets are currently in what status / identify bottlenecks.

The category field is becoming longer as we expand the role of Tikit within our company. While we try to automatically assign a category, it isn't always possible. These enhancements would be very helpful. Have the choice to limit the visible categories based on the group to which the agent is assigned. The ability to type the name of the category and list auto-filters.

Outgoing webhooks could trigger functionality in other systems without the need for Power Automate

We can open tickets, and update tickets via email, but we could like to have a key word like "Status=closed" to close a ticket via email. This will help when we have a bunch of emails about removing a user access, we process the change, and can just reply to the email to close the ticket.

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.

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

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.

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