Feature Requests

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'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.

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!

Whether submitted in Virtual Agent, in the main application or via Power Automate flows, it would be nice to have the ability to format entries. Being able to push in multi-line comments, bulleted lists and even tables would be very helpful. Many times the entries get condensed into one line, making it really hard to read.

Right now, the only way to add an attachment through Power Automate is through doing a Send an Email action to the helpdesk email we have connected to Tikit. It would be helpful to be able to add an attachment after creating or updating a ticket.

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.

When sending a message in a ticket, the formatting appears differently when viewing the message from different locations. For example, when sending a message from web.tikit.ai that includes a double line break (press enter/return twice before a new line), the message appears with a single line break in the web.tikit.ai interface, with a double line break when viewed from the HelpBot in Teams, and has no line breaks in the email reply received by the requester. Also, Markdown formatting options seem to work when sending a message from the Teams HelpBot, but not from the web interface. Similarly, HTML code seems to work when sending messages from the web interface, and the formatting remains consistent in the email received by the requester, but the HTML code shows up as plain text in the Teams HelpBot.

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 export ticket information, including assignee, ticket title, Custom Form Answers, anything from the activity tab (including ticket assigning history, messages, and internal notes), and approval history would be very helpful for auditing purposes.

We often have tickets where one of two things is happening: User submits a tikit and they resolve it themselves before we get to it ORWe are waiting for confirmation if they feel that their issue is resolved/ if we can resolve the tikit. My proposed solution is a button the requester can click to request the tikit be resolved. This would then let us know that we can close the tikit on our end. We could also build automations to have the tikit status automatically changed to resolved and add a resolution note without us interfering with it if we want.

When working in Request that are tied with lifecycles, at times the agents need to manually resolve the ticket for various reasons. Currently, the only ways we can resolve them is to fail various stages, which is not accurate for the resolution of the ticket, or to use a PA process to resolve the tickets manually. With Requests tied to a lifecycle, Resolved isn't an option in the ticket status. Adding that would give a preferred manual resolution when tickets are in the middle of a lifecycle. The ability to remove a lifecycle from a ticket, often from one mis-classified by an agent or the user, would allow changing the ticket to the proper lifecycle or to a more appropriate type.

Currently, only Super Admins can export to .csv, and that brings up issues such as ticket exports containing a list of all group tickets rather than only the tickets from the groups that the user belongs to.

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.