Feature Requests

Because private comments aren't being sent to anyone, I think that it would make sense to be able to edit them. It would be useful to be able to fix typos or update the information in notes taken within private comments.

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.

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.

We are currently using MS "Tasks by planner and ToDo" to give our employee a consolidated list of all their tasks from all apps. Unfortunately Tikit tasks do not seem to be compatible with this feature, forcing employee to "remember" to check the other taks list from tikit. Having Tikit tasks using the standard MS tasks would be a major benefit for our end users, and greatly help with user adoption by having Tikit even further integrated with MS Teams.

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.

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.

Please integrate tikit with MS copilot. It would be useful in scanning the tikit to draft a reply to the customer.

My company uses a specific form for Purchase Requisitions; it would be awesome if the attachment uploaded would be available as a link or an attachment on the Approval notification that the approver receives when an approval is added to a ticket.

We often have tickets where one of two things is happening: User submits a tikit and they resolve it themselves before we get to it ORWe are waiting for confirmation if they feel that their issue is resolved/ if we can resolve the tikit. My proposed solution is a button the requester can click to request the tikit be resolved. This would then let us know that we can close the tikit on our end. We could also build automations to have the tikit status automatically changed to resolved and add a resolution note without us interfering with it if we want.

Why is my idea useful? -Enables an Agent to customize forms that were applied to each phase of a Lifecycle. -Enables an Agent to send a form from each phase of a Lifecycle -Allows for more functional user interactions within a Lifecycle -Allows for more automated data collection within each phase of a Lifecycle -Reduces time on repetitive data collecting user interactions Who would benefit? Agents and End-Users How should it work? On the page https://web.tikit.ai/settings/lifecycle, open a Lifecycle, then go to a "Phase". An analyst should be able to select a "Custom Form" form and have the option to add to the Lifecycle; the option to send the form similar to how an approval gets sent should be available. The form should have the option to not leave the ticket so that only an agent can view the form and make changes. Within a ticket that a Custom Form is applied to a Phase within a Lifecycle, the Custom Form would be sent to a pre-selected user or M365 group or be available for the Agent to fill out.

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.

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.

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

This feature would be extremely beneficial as it prevents duplicate responses to the same requester. I ran into two situations today where my co-worker and I responded to the same ticket and accidentally unassigned one another since the ticket didn't update in time. I believe if we were notified when others were viewing tickets we're working on, it would allow for stronger communication and overall better organization of our tickets.

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