Feature Requests

I was looking for a way to enable a notification sleep schedule for agents and also configure a notification the ticket requestor when submitting outside of staffed hours with instructions in case of an emergency.

We use Tikit for staff in a variety of departments with a variety of office locations. Manual selection of department-based and/or location-based Team assignment leads to misrouted tickets most of the time. It would be great if we could leverage the information pulled into the User Info from Active Directory to automatically fill standard and custom fields in Templates, as well as influence Lifecycles and Automation.

Currently, the search function only looks over ticket titles. I want to be able to search through all the comments as well.

By allowing a group to be mentioned by an @ mention this will enable much greater visibility when asking questions of anyone in a particular group when you dont know who might be assigned to monitor Tikit on a given day.

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.

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.

With multiple departments all using Tikit it would be good for the Category selection box to be Team relevant rather that having to look through a list of all category's

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 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 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".

It would be nice to be quickly view previous tickets from a requester. Sometimes it helps to look at previous tickets to see what was done previously with a requester.

We often create templates with forms that are very similar - asking thing like location, desk number etc. It would be great to have an option to clone a template so we do not need to create the form over and over again. Once the template has been cloned - it will need to be uniquely named and editable to customise.

Giving end users a mechanism to browse the list of knowledge articles in Teams would both streamline the process and further drive people to the TVA. This could also help reduce the noise and unintended impact of collisions in the knowledge search terms. It would also be especially helpful when there are a number of knowledge articles associated with custom forms, providing the user with a catalog of requestable services. Instead of a user having to try and figure out the correct search term to use to get the form they're looking for, they could easily select it from a list. Perhaps this could be surfaced through the existing Help dialog.

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.

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