Feature Requests

If you need to report an issue with Tikit, please email help@tikit.ai

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  1. Email signature attachment

    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.

    BP

    0

  2. Tikit Mobile App

    I would like a full featured ticket mobile app. This would allow a wider range of devices to be used with ticket which would allow agents not to be restricted to web browser only. This would also allow for more control over push notifications and ease of more timely updates. IOS First priority.

    James P
    #Feature 👍

    0

  3. Copy + Paste screenshots

    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.

    Casie H

    9

  4. Assign both a KB article and Template form to the same response.

    Currently, if a Knowledgebase article is selected as the best possible response to an inquiry and the user selects "No" to the "Was this answer helpful?", they are presented a generic text box asking for details that, when submitted, creates a ticket with default parameters. It would be useful if an answer could link both a KB article, that if not successful in helping the user resolve their issue, presented them with a proper form to assist with routing. For example, we have many AD systems; if a user requests help with their password, it would be useful to let them know the links to our self-service tools for example, and if they still need help, to prompt for more information such as which environment or tool they need help with as not all of our account systems are available to the Service Desk to manage.

    Weuton M
    #Enhancement 🎨

    0

  5. Allow @mentions in tickets

    Allow @ mentions in tickets to notify the person mentioned

    Abby R
    #Enhancement 🎨

    3

  6. Auto Refresh Tickets Board

    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.

    Louis G
    #Enhancement 🎨#Feature 👍

    7

  7. Customizable Messages

    It would be nice to have the option to customize the message sent by the Tikit or HelpBot bots to agents/users when HelpBot or Tikit has a problem. Currently, we have seen the following two messages: I don't know what just happened there, but I've gone ahead and alerted the right people. Can I help you with anything else? You seem to have caught us while we are adding & updating features! We are running around and getting tasks done as fast as possible. We don't expect this to take long. Get latest service status & updates here We would like these messages to be more verbose and customizable so that users for a specific organization can be provided with an alternative means of contact for ticket entry. This would hopefully guarantee that the downtime is known more immediately. For example, the standard Tikit downtime message could display, and then appended to the bottom of this message could be the customized/branded message. Example 1: I don't know what just happened there, but I've gone ahead and alerted the right people. Can I help you with anything else? If this message persists, please contact X at (XXX) XXX-XXXX. Example 2: You seem to have caught us while we are adding & updating features! We are running around and getting tasks done as fast as possible. We don't expect this to take long. Get latest service status & updates here. If you are in need of immediate assistance, please contact X at (XXX) XXX-XXXX.

    Cameron W
    #Enhancement 🎨#Feature 👍#Misc 🤷

    4

  8. Multiple Responses (KB + Templates)

    Instead of only returning the single most confident response, it'd be great if the virtual agent returned a few of the most confident responses. For example, if you had a question around new hardware you could get responses that are a mix of Knowledge Articles (e.g. how to configure a webcam) and Templates (e.g. how to submit an order for a webcam).

    Adam
    #Enhancement 🎨

    4

  9. Teams Meetings Integration

    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.

    James Kleinschnitz
    #Integrations 🔗

    0

  10. Resolution Note

    We provide monthly reporting to our IT Committee that includes a listing of our tickets. We require there be a resolution description in the report. Currently TIKIT does not have a field to leave a resolution. I would like for there to be a required resolution description upon closing/resolving a ticket. Sometimes tickets are closed without any notes and then we can't even refer back to old tickets to get the resolution.

    Tyler G
    #Enhancement 🎨#Feature 👍#Deal Breaker 💔

    5

  11. Show more than 20 tickets on the screen

    We are getting hundreds of tickets a day in some cases and it would be much easier to work the tickets for a group if we could see more than 20 tickets on the screens, something like 50 would be much easier to work with.

    Brandon B
    #Enhancement 🎨#Feature 👍

    0

  12. More control over what notifications the requesters receive

    We don't feel like the requester needs to receive notifications for every ticket status update that they are currently being notified for. For example, the merged ticket notification doesn't currently give any useful information to the requester (see attached image). We'd like to be able to choose which email notifications requesters should receive when updates are made to their ticket, both on a global basis, and perhaps also on an individual basis (maybe with a checkbox for sending email notification when making an update to a ticket).

    Mikel N
    #Enhancement 🎨

    1

  13. Edit tickets from a tab in Teams

    Conversational Triaging is great but I would like a UI to work & edit tickets with in a teams tab

    James Kleinschnitz
    #Feature 👍

    3

  14. Simple Time Tracking

    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!

    Paul H
    #Enhancement 🎨#Feature 👍#Deal Breaker 💔

    3

  15. Timing of tickets - timers

    I have not really found any timers within Tikit.. am I missing something (could very well be). Certainly I think timers should be built into a ticket application to understand a variety of metrics including: How long a ticket takes to close How long a ticket is in the system before it is claimed How long a ticket stays in certain state (Pending, Open, etc) Further, it would be good if certain timers only ran when tickets were open and/or had eyes on them, as opposed to a timer that just runs. This could give better understanding of actual time worked on a ticket.

    Stephen
    #Enhancement 🎨

    0