Feature Requests

Why is my idea useful? Adding a description field/box will allow requesters to leave more expressive details on issues.This will avoid having requesters leave ALL information inside the TitleThere already exists a "Description" field within the Tikit API's Ticket endpoint response. Who would benefit? IT support/admin, requesters How should it work? Add a description field to the UI on the webpageWhen the requester first creates a new request, they can then fill out the title, tags, descriptions, etc.Similar to how JIRA operates Thank you!

Why is my idea useful? I have been working with the Tikit API for a while (https://app.tikit.ai/api/) and have found it useful for integration between Tikit and my application. Having some documentation for the API would be immensely helpful (maybe even a dev portal in the future?).Quick access to API knowledge allows devs to utilize Tikit API more efficiently, leading to more productive, happy customers. Who would benefit? Clients/customers with developers/engineers How should it work? A read the docs/simple docs page/site should suffice. Thank you!

I was thinking it could be useful to have a button for quickly resolving tickets instead of having to go into the properties menu every time. but this could be expanded into potentially having buttons for each ticket status (Active, pending, resolved, closed, rejected, etc) Or maybe this can be a button with a drop down option? Ideally, it can bea across the top of an open ticket, the Assignee./group/tag region of the tickets.

When looking in the SLA area at my enabled SLAs, it will state how many are related to the SLA and how many have breached it. What I am looking for is the ability to, in that same menu, select the number associated with those related or breached tickets and view them all in a specific area so I can see what needs looking at. I am in the process of setting up an automation to notify me via email but being able to view them all at once would certainly be helpful.

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.

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

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.

Why an Expanded Search is Crucial for Both End-users and Agents: Swift Issue Tracking for End-users: Sometimes, users might recall a specific comment they made or a keyword from a related knowledge article rather than the exact ticket details. An expanded search would allow users to quickly locate their past tickets, follow up on ongoing issues, or even avoid submitting redundant requests. Efficiency Boost for Agents: Agents juggle multiple tickets simultaneously. Being able to search using varied parameters like assignee, type, category, or phase can immensely help them prioritize, categorize, and resolve tickets faster. For example, an agent could pull up all 'High Priority' tickets in 'Phase 2' in a matter of seconds, ensuring urgent issues get timely attention. Holistic View and Analysis: Agents often need to review the history of recurring issues, analyze patterns, or even identify potential solutions suggested in comments or knowledge articles. An all-encompassing search function means less time hunting and more time resolving. Improved Collaboration: In scenarios where teams collaborate on a ticket, it's invaluable for agents to search by 'Group' or 'Team', ensuring seamless communication and faster resolution. Enriched User Experience for All: By catering to diverse search habits and memory cues, we are enhancing the experience for everyone, whether they're submitting a ticket or resolving one. Advanced Analytics and Insights: With more comprehensive search capabilities, team leads can generate in-depth reports to identify bottlenecks, strategize improvements, or even allocate resources more effectively. What would be searchable? Comments, Tags, Ticket Number, Resolutions, Knowledge Articles, Assignee, Type, Category, Phase, Priority, Group, Team, Status, Attachment Names, Custom Forms, and other relevant fields

I have not really found any timers within Tikit.. am I missing something (could very well be). Certainly I think timers should be built into a ticket application to understand a variety of metrics including: How long a ticket takes to close How long a ticket is in the system before it is claimed How long a ticket stays in certain state (Pending, Open, etc) Further, it would be good if certain timers only ran when tickets were open and/or had eyes on them, as opposed to a timer that just runs. This could give better understanding of actual time worked on a ticket.

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

In some use cases and organizations like ours, responding agents should remain anonymous to end users. Currently replying agents' and assigned agents' names appear to the end user. We would like the option to replace the agents' names with their tech groups' names in all instances where the agent name field may appear. This could be achieved with an anonymity toggle in Tikit's settings.

Allow/set automations to run at a scheduled time of day i.e. only during business hours.

Giving requestors the ability to set the priority of a ticket would allow agents to more quickly prioritize the order of their work. Additionally, tickets created with a high priority could be used to trigger more urgent notifications. In the past I've used products that allowed for the priority to be set during ticket creation via a web portal, and additionally by setting the Importance/X-Priority value on an email header.

Once a Lifecycle is applied to a ticket, it overrides all manual tasks and approvals with its own task and approval flow, so we're not able to add a manual task or approval after the Lifecycle is applied. The only way to add an approval/task to a ticket after a lifecycle has been applied is to use Power Automate. It would be very helpful if agents could add an approval or task to a ticket (directly within the Agent experience) in the chance that there is an extra task or approval needed that wasn’t included in the original lifecycle setup.

If a life cycle gets applied to a specific ticket by someone or a template and it happens to be the wrong one or not needed there needs to be a way to remove said Life Cycle from the ticket.