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!

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.

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.

Cut down on tikit teams notifications by allowing the analyst to select the notifications they wish to get.

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.

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

Have a log for when ticket runs an automation and the results of that process

It would be great to see a change log in Tikit in the case of someone anonymously messing up the configuration and causing functionality problems. It would be much easier to undo mistakes and find out who did it.

If a life cycle gets applied to a specific ticket by someone or a template and it happens to be the wrong one or not needed there needs to be a way to remove said Life Cycle from the ticket.

To give attention to the custom form answers that have been submitted with a ticket, it would be nice to have it auto expanded to show the answers so that it will grab the agents attention when looking at a new or existing 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.

We are having a problem with columns not showing in the "my work" and "my group work" sections. If the broswer size is too small then it means the last two columns are not diplsaying (Group/Assignee). This is problematic when you are a member of multiple groups and you are trying to see if a ticket is assigned. There are a few possible options to resolve this. Add the ability to scroll left to right Allow the columns to be rearranged Add a filter to these views.

I Use the notifications from Teams sometimes but I find myself living in the web portal from an agent perspective. It would be really nice to have a notification alert badge or something when a new comment has landed on the ticket but I have not opened it yet to see.

Currently, there is no easy way to set how tickets should notify requesters/ Assignee. Example, the ticket goes from resolved to closed in the preinstalled automation, it will send out a notification that the ticket was sent to closed. We do not want that for that specific rule...

Add at least one customizable field to the Create New Ticket card that can also be a column in the ticket list for sorting.