Feature Requests

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

Cut down on tikit teams notifications by allowing the analyst to select the notifications they wish to get.

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.

We have implemented custom forms in a few different ticket types and the details in the fields can be quite lengthy. It would be great to be able to resize the 3 column view when you have a ticket open to be able to focus on the right hand pane (properties, attachments, custom form answers etc) or be able to click on a section and have it pop out for a focus window (similar to how the user data can be viewed)

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.

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.

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.

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.

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.

When you know you need to wait a certain amount of time before following up on a ticket, it would be useful to be able to set a date on which the ticket would automatically set its status back to Active, to help serve as a reminder for when to follow up on the ticket. A couple of examples: If a request is low priority, and the requester would like to come back to the request after a week. If you are waiting for someone else to do something and you want to make sure to follow up with them after a week.

We moved from the Cireson Portal, with all of the bells and whistles to Tikit during a domain consolidation project, and have to keep the Cireson portal functional for our asset management. Tracking PO#, cost, vendor, assignment, dates, etc. and tying them to Intune devices and users would allow our SCSM environment to sunset.

when i'm looking at a list of my group work and tasks i have to click into the tikit to know which it is. it would be helpful to have the request name listed in the view

We should have the option to duplicate an existing ticket using the same lifecycle. Even if it resets to the start of the lifecycle that is ok. When duplicating it should copy over all data including custom form answers and attachments.

We would like to be able to view Tags on the View Ticket Page in the web interface.

The category field is becoming longer as we expand the role of Tikit within our company. While we try to automatically assign a category, it isn't always possible. These enhancements would be very helpful. Have the choice to limit the visible categories based on the group to which the agent is assigned. The ability to type the name of the category and list auto-filters.