Feature Requests

This would allow you to make a lifecycle with tasks that could be partially completed allowing the ticket to be resolved. For example new employees. Maybe the tasks are to set up a laptop they need because they were hired in Admin. While another new employee wont need a laptop because of a different department. Allowing the agent to mark a tasks as Non-Applicable so the ticket can be marked resolved. This affects the Agent and makes tasks more seamless without having to make multiple templates per department.

With Intune integration, if the user is the primary user on a device it will show up under linked devices. The ability to add a device as an affected item on a ticket would be helpful if a device does not have a primary user (Multi-User Device) or when a user is calling about an issue on a device where they are not the primary user. Being able to add an affected item and conduct a lookup from Intune and having the device information (Like the card that is on the linked devices page) available from the ticket would help in the above situation. It would also mitigate the number of clicks needed to find a user's device if they are the primary user.

In many cases, in a lifecycle there will be a group of people that need to be notified about the task instead of just one person. Adding the ability to assign to a group would be helpful.

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

We have had users mention that they need a way to save filters (for them to view only) so they can quickly reference them later.

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

I would like to see a way to separate knowledge bases. We have many sites and there are different procedure or tech at each one, and it would be cool for employees at site A to only be able to see KBs for that site.

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.

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

Right now, the only way to add an attachment through Power Automate is through doing a Send an Email action to the helpdesk email we have connected to Tikit. It would be helpful to be able to add an attachment after creating or updating a ticket.

For certain groups within our department, we assign a ticket to a group, then they can take the ticket or assign it to an individual of the group when ready. I think the automations could be easier to use if you had fields to complete for notifications, like Type of notification (Teams, email), Notify (Requestor, Assignee, Group), etc. Either way, if we could notify a group, that would be awesome, thanks!

Related help article on Email connecters: https://help.tikit.ai/articles/email-connector/ I would love a way to completely disable the autoreply on the email connecter. Our business case is we have a different program that we are using as an approval process and at the end of it we can have the program email an email to an email address. We would like that to email a tikit connected email. My concern is that if our other program has an auto reply then tikit replying would prompt the program to autoreply and then create a loop.

Allow @ mentions in tickets to notify the person mentioned

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.

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.