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

Currently we have started tracking resolution time as an average of the resolved time function on our PowerBi daily reports Is there is a way that we can “stop the clock” when tickets are in a certain status. For our environment in particular we are looking to not have time count when they are in a Awaiting vendor, Awaiting user, or Problem status. Its not as simple as removing any tickets that are currently in that state from the average as they will still have that time when they enter the resolved state. I also realize this is difficult as it does not keep time as it more reflects time as a function X amount of time from creation date. Any ideas on how this can be achieved?

When handling a ticket via mail connector, evert time the user replies, the logo from the signature becomes an attachment. It would be great, if this did not happen.

Right now, when we complete a lifecycle phase, we either need to refresh the page or switch to activity for a second or two and then back to Lifecycle. It would be awesome if it could trigger that refresh on it's own though

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.

Would like a Every Weekday (Monday - Friday) trigger in automations.

This would allow you to make a lifecycle with tasks that could be partially completed allowing the ticket to be resolved. For example new employees. Maybe the tasks are to set up a laptop they need because they were hired in Admin. While another new employee wont need a laptop because of a different department. Allowing the agent to mark a tasks as Non-Applicable so the ticket can be marked resolved. This affects the Agent and makes tasks more seamless without having to make multiple templates per department.

The ability to automatically set ticket titles based on ticket templates would be great. Currently, that can only be accomplished through Power Automate flows, however, a default functionality in Tikit would be a big time-saver.

Allow @ mentions in tickets to notify the person mentioned

Copy + Paste screenshots in the submission and message section of a ticket to help explain issues and answers without having to save them as attachments.

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.

This feature would be extremely beneficial as it prevents duplicate responses to the same requester. I ran into two situations today where my co-worker and I responded to the same ticket and accidentally unassigned one another since the ticket didn't update in time. I believe if we were notified when others were viewing tickets we're working on, it would allow for stronger communication and overall better organization of our tickets.

We have had users mention that they need a way to save filters (for them to view only) so they can quickly reference them later.

I would like to see a way to separate knowledge bases. We have many sites and there are different procedure or tech at each one, and it would be cool for employees at site A to only be able to see KBs for that site.

When Agents use a knowledge article to resolve a user's incident or request the Agent should be able to connect the knowledge article to the ticket. When users are directed to a knowledge article to self-resolve their incidents, that knowledge article should be automatically connected to the corresponding incident. This function (especially if those connections are automated) will help to identify knowledge articles which would benefit from enhancement, which could be disabled, and which are particularly helpful.