Feature Requests

It would be nice if we could create re-usable Choice Sets for things like a State drop-down list that could be commonly used amongst diffrent template custom forms so we dont have to recreate (and/or update) the choice sets in each template.

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.

To utilize Tikit, we require the ability to print or export a PDF of a completed tikit to include the custom form answers, and any correspondence throughout the resolution process. There are situations that require us to show our process and resolution on certain incident reports and not being able to do that limits our use of tikit.

Current Limitations: The "When a ticket is updated" trigger in Power Automate generally triggers whenever any change occurs to a ticket, given very specific filtering options (such as priority, status, etc.) This means that if you were trying to catch other changes, such as changes to custom form answers, you could cause unnecessary flow executions due to the ineligibility of filtering only changes to form responses. Proposed Enhancement: Add the ability to configure granular filtering when using the "When a ticket is updated" trigger, specifically allowing users to filter by specific advanced fields. e.g., only trigger the flow when a custom form response is updated. Ultimately, we're looking for a way to only trigger a flow when custom form responses are changed on a ticket. I'd be curious to see if anyone else would have any use for this, or potentially other fields they would like to see filterable in the trigger.

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.

Adding a filter option based on the Phase name in a Lifecycle would make it much easier for agents and admin to target exactly how many tickets are sitting at a certain phase, and create further accountability with who the task/approval phase is assigned to. The filter would be an even greater help under My Work for agents to deal with a bulk of work depending on the Phase of the Lifecycle. For example: agents would filter based on a "Reconcile" Phase in order to tackle all of the reconciliations at once, excluding other tasks/approvals assigned to them. This is especially useful when there is an influx in tickets with tasks that have different levels of urgency (allowing agents to filter the most important tasks first to do then move on to lower priority tasks).

It would be helpful to be able to organize knowledgebase articles by Category (same categories we currently have set for Tickets). That way, if someone wants to review all "Email" articles from the web portal, that can drill into it and see which one best suits them. Especially useful for people that may not know what something is called.

Duplicate users are created when a UPN is updated (i.e.: name change). In our case, we have several lines of business using different domain names and occasionally staff change roles within the company. I would like to be able to merge or link these users with one being primary so that the two accounts are treated within Tikit as a single user.

My management asked me for a way to note the movement of equipment that aren't tracked assets. As far as Tikit goes, the best way it looks like I can currently do that is to tag tickets with equipment changes and query the tag. I'd thought that if we had a dedicated field where we could just type in something like "Replaced failed MX510 mouse with M705", then a report could query for all tickets where something is present in this field to have at least a general idea of equipment movement. This would be a benefit to all orgs that want to have relatively easy to find notes about equipment movement without having to build another method for it.

It is very time consuming to determine what groups a person belongs to, the time it takes to open 25 groups, plus waiting 10 to 15 seconds after each group opens. It would be very useful to be able to open the user from the user menu and view/modify groups.

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.

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

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!

Would be handy to be able to bulk delete ticket, say a auto reply loop happens or any other reason needed to bulk delete

If multiple employees are submitting tickets that are all related to the same ticket - it would be great to give help desk employees the ability to create a single Parent Ticket, then relate all of employee submitted tickets as Child Tickets. Given this functionality, you may then want to: Perform mass communication from a single Parent ticket Change how you report on tickets Control properties of all of the Child Tickets via the Parent Ticket Still allow individual communication on Child Tickets so Analysts could work with Requestors one on one Per: https://roadmap.tikit.ai/roadmap/ability-to-merge-tickets