Feature Requests

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 valuable to have the ability to view messages sent to Tikit.ai that did not result in a deflection. Currently, visibility is limited to deflections that are explicitly tracked via the thumbs-up/thumbs-down feedback mechanism. However, many employees may not be providing feedback, which means we are likely missing insights into interactions where the assistant’s response didn’t lead to a deflection. Having a way to review these non-deflected messages would help us: Better understand where our kb is falling short. Identify recurring gaps in responses. Improve overall coverage and deflection rates by refining answers. Proposed Enhancement: Add an option in the reporting or analytics dashboard that allows admins to see all incoming messages that were not deflected, regardless of whether explicit feedback was given.

I think that having a way to send alerts/notices about outages or other IT related alerts via the TVA would be nice to have. It has the potential to back-fire a bit I guess if users begin replying to the alert and potentially creating tickets saying, "Thank you for the heads up".

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

Right now, when we complete a lifecycle phase, we either need to refresh the page or switch to activity for a second or two and then back to Lifecycle. It would be awesome if it could trigger that refresh on it's own though

Similar to the request to duplicate an existing automation rule, we would like the ability to duplicate an existing LifeCycle to create a new one. I am working on a 25 phase new employee lifecycle and would need to the same thing for a departing employee. It would be nice to be able to duplicate the new employee lifecycle and just change the verbiage and possibly the assignments of tasks/approvals rather than retyping the entire lifecycle.

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.

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.

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.

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.

I'd like to be able to assign ticket types to Teams or Groups so that they can only view their own.

Would be nice to be able to copy an Automation, to allow for minor modifications. For example I have a handful of Automations for my Support Team. Being able to copy them and make one minor edit would allow me to setup for our Finance Team without having to rebuild the whole thing.

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.