Feature Requests

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

Please integrate tikit with MS copilot. It would be useful in scanning the tikit to draft a reply to the customer.

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!

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

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.

Current Reporting features are bare with showing data, also lack to pull or include to any other data tracking software. A few things we would want to be able to draw or include. -Filter additions (days, months etc.) It's unclear with what the exact date range applies for the 'last 30 days' -Export to excel/Export the graph and data to be able to share the exact numbers. -Field for average time for response, from ticket is open till ticket receives response from agent. -Average time of for entire tickets existence -Tickets by categories/group, priority, team etc. To help track KPI and provide a bit of insight to supervisors on how our Agents are handling their time with Tickets. Bug Note: we have noticed that the data for reporting doesn't always show when looking through the filters.

It would be great to have a calendar or calendar view that can show due dates of tickets. It would be extremely helpful for tickets that usually have a longer lifecycle like events requiring IT assistance. Or maybe some kind of integration with a shared Outlook calendar?

Why is my idea useful? -Keeps Lifecycles flexible and easily adaptable to external changes. -Allows Agents to create Lifecycles more easily when other phases are not clear during initial construction Who would benefit? Agents How should it work? Phases should have a "reorder" UI element that allows the agent to drag and drop phases into a new order.

The remote support integration with the Cireson Portal gave a quick view and access to tools without requiring technicians to connect to SCCM. While remote desktop access/viewing has been missing from Remote Support, the addition of this would push Tikit closer to a RMM tool and not just a ticket system.

I would love it if there were a way to just checkmark a task complete in a lifecycle rather than having to open it, change status to completed, hit save. Or better yet, make the lifecycle tasks more of a checklist. We use this heavily for onboarding and offboarding and have essentially transferred our onboarding KB into the lifecycle of our onboarding Tikits. Having the ability to quickly mark a task as complete, removes some frustration.

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 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.

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

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.