Feature Requests

When you know you need to wait a certain amount of time before following up on a ticket, it would be useful to be able to set a date on which the ticket would automatically set its status back to Active, to help serve as a reminder for when to follow up on the ticket. A couple of examples: If a request is low priority, and the requester would like to come back to the request after a week. If you are waiting for someone else to do something and you want to make sure to follow up with them after a week.

I would like to request a feature that allows me to set the SLA using a specific form. So that whenever a specific form is selected, whether the form is almost identical to another existing form. the timer would change.

When a ticket is already closed and users reply to this old ticket via mail, their mail is being “lost”. The mail connector does not pick up the mail as it identifies the closed ticket. The user on the other side is not informed that the ticket is already closed. So this mail is lost in the mailbox. It should be possible to either set an automation task (which isn't right now as a proper trigger is missing) or to enable this automated reply on closed tickets somewhere in the settings.

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.

Some users will attempt to bypass the tikitbot via email or just ignoring the bot's suggestion, thinking that if they talk to a tech their problem is resolved quicker. To reinforce that some items are in fact intended to be self-service, i'd like to be able to have an option to search the KB and add a response to a tikit from there, right from the tikit response dialog.

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.

There are some systems that allow for automatic error reporting from a no-reply email (i.e. xerox printers). When these systems generate errors, they usually have error/fault codes, identifiers, location, and other useful information. By having an automation be able to merge tickets. The tickets that come in can be merged to a MAIN ticket for that error/fault code, location, identifiers, and/or the other information. There should be a date range for the automation to check if there are tickets within that range that meet the criteria for the merge. This saves agents time by not having to merge manually. Keeps the queue nice and orderly. Keeps relevant information to a specific ticket.

We are looking for a resource management solution to submit and service IT and non-IT assets, as well as document service procedures, schedule maintenance, and track service history. Examples of non-IT assets include forklift, A/C units, and other equipment. We'd also appreciate a significant nonprofit discount. :)

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?

Would it be possible to send the change of status and a message in one step, for example to enter and send the solution as a comment at the same time as the change to the status resolved? How can a dialog be encouraged with the user to respond to the status change "resolved" with an OK = Close or to reactivate the ticket if the solution is not satisfactory? I know, the automation of the closing after a defined period of time is already being worked on. It would also be good to have an automatic message to the user if the ticket was not closed by the user within a while. All this please with Teams and not via email.

It is often necessary to share some secrets (passwords, api keys etc.) with people. An easy way is to use a Password Pusher. An integrated solutions for this would be nice. For example: https://github.com/onetimesecret/onetimesecret or scrt.link

Currently, when looking at the list view it's not realistically possible to tell if a ticket is waiting on a reply or if they've already replied without clicking into each and every one of them. Adding in an optional column to see who the last user to reply to a ticket (similar to Requestor) would be helpful to see if the user has replied as well as if a licensed user already has replied (helpful for managers). I also encourage to signify in some way if the person is a "licensed member" or not with an icon prepended to the name. In theory that'd also make it sortable to push replied tickets by non-licensed members (I.E. the user(s) that opened the ticket) to the top if you filter by this row.

Why is my idea useful? -Allow an Agent to see the precise time a ticket was submitted to the desk from the "Tickets List" view. -Shows an Agent the the Timezone of the End-User and Local Agent Time. -Could be included in the Date columns ( Modified, Created, Due, and Resolution) Who would benefit? Agents How should it work? On the page https://web.tikit.ai/, switch to Tickets List view. An agent should be able to select "Time" from the "Configure Columns" menu. The "Time" column should display the time in the Timezone of the End-User and the Timezone of the Agent.

Why is my idea useful? -Visual Representation: A calendar view provides a clear and intuitive visual representation of scheduled events, tasks, appointments, and deadlines. It allows users to grasp the timeline and understand the sequence of activities more easily. -Scheduling and Planning: Service Desk teams can use the calendar view to schedule and plan their work effectively -SLA Compliance Monitoring: SLA's have specific response and resolution times. -Coordination and Collaboration: Calendar views allow different teams and team members to synchronize their schedules and collaborate more effectively in and out of TIKIT. -Better User Communication: With a calendar view, service providers can communicate timelines to customers more clearly; also helps with scheduling 1:1 or 1:n meetings. Who would benefit? End-Users and Agents How should it work? The Calendar view should be placed on the main web.tikit.ai page in the left sidebar. The view should be able to toggle between Agenda, Weekly, and Monthly. The Calendar view should contain toggle-able data on Due Dates, SLA Breach Date/Times, Shared Calendars from M365, The Calendar view should have RBAC for what data gets shown to End-Users vs Agents. (e.g. End-Users should not be able to see a shared department calendar; End-Users should see their ticket displayed.) Clicking on a data point within calendar should take you to it's prospective link (e.g. M365 Event: opens that Outlook event in another tab; TIKIT Ticket: Opens the web.tikit.ai/ticket/#### view for that ticket in the same tab.) The Calendar view toggled data point and Agenda, Weekly, and Monthly view should persist between sessions.

After the release of Tikit ITSM, all tickets classified as "Resolved" are not visible in the Tickets Board view. They can only be viewed in Tickets List view. They seem to be classified as "Closed" because when filtering the tickets list for only "Closed" they are still visible. Is this a bug or are these statuses now grouped on purpose? We like having the option to park tickets in "Resolved" before closing them.