Feature Requests

When viewing the list of tickets, it's hard to tell which tickets have had responses or updates since the last time the ticket was viewed. I think it would be helpful to mark the titles of tickets with unread updates in a bold font or in a slightly different color to make it easier to easily tell when a ticket has updates that need to be reviewed. Having a timestamp in the "Last Modified Date" column is another thing that would also help differentiate newly updated tickets. The idea in this post is sort of related and may help this issue as well: https://roadmap.tikit.ai/b/6vre6g0l/feature-requests/last-received-message-in-list-view

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.

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

We have had complaints that the comment box on the web portal is too small to work with. It would be great if the box was larger so people can see what they are typing if it is a longer message.

Should have ability to organize Automations. Even if just arrange alphabetically. Only listing in order of newest to oldest makes any organization impossible.

On the left side of the screen when you have a single ticket open in the web interface, there is a list of all the tickets. You can pick a default view, but it would be nice to be able to also pick a custom view that has been created. It would also be nice to be able to collapse that list of all the tickets. An extra feature that would be great is being able to navigate to the next ticket in the list via a next arrow some thing similar.

Currently, there is no easy way to set how tickets should notify requesters/ Assignee. Example, the ticket goes from resolved to closed in the preinstalled automation, it will send out a notification that the ticket was sent to closed. We do not want that for that specific rule...

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.

Its Way to long. The text that is, when we get an email from a system like Heimdal or other every space or linebrake is translated to Risk Level High Thats Absolutly, Clearly a bug.

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.

When you have multiple entries on these lists it would be great to choose to sort alphabetically on Name/Title as required

When a tech manually adds a ticket, either through the website or on the mobile site, they have to select Team, Group, and Assignee. Setting this to automatically select their Team/Group/Name would be helpful.

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 just want to be able to assign a unit of time. Like 0.5 hours spent on the ticket. This helps tracking resolution times and expectations for how long a type of ticket should need to be resolved. Thanks!