Feature Requests

If you need to report an issue with Tikit, please email help@tikit.ai

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  1. Ability to assign a ticket to a group instead of just a person

    In many cases, in a lifecycle there will be a group of people that need to be notified about the task instead of just one person. Adding the ability to assign to a group would be helpful.

    Brandon B
    #Enhancement 🎨#Feature 👍

    4

  2. Add Intune Device to Ticket

    With Intune integration, if the user is the primary user on a device it will show up under linked devices. The ability to add a device as an affected item on a ticket would be helpful if a device does not have a primary user (Multi-User Device) or when a user is calling about an issue on a device where they are not the primary user. Being able to add an affected item and conduct a lookup from Intune and having the device information (Like the card that is on the linked devices page) available from the ticket would help in the above situation. It would also mitigate the number of clicks needed to find a user's device if they are the primary user.

    Nathan

    0

  3. Ability to bulk delete Ticlets

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

    Lee B

    2

  4. Automatation Logs

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

    Abby R

    1

  5. Add Attachment Action in Power Automate

    Right now, the only way to add an attachment through Power Automate is through doing a Send an Email action to the helpdesk email we have connected to Tikit. It would be helpful to be able to add an attachment after creating or updating a ticket.

    Hailey K

    0

  6. Automation - Notifications to a group

    For certain groups within our department, we assign a ticket to a group, then they can take the ticket or assign it to an individual of the group when ready. I think the automations could be easier to use if you had fields to complete for notifications, like Type of notification (Teams, email), Notify (Requestor, Assignee, Group), etc. Either way, if we could notify a group, that would be awesome, thanks!

    Jessica M
    #Enhancement 🎨

    0

  7. Auto Expand Custom Form Answers when they have been submitted

    To give attention to the custom form answers that have been submitted with a ticket, it would be nice to have it auto expanded to show the answers so that it will grab the agents attention when looking at a new or existing ticket.

    Hailey K
    #Enhancement 🎨

    1

  8. Lifecycle Tasks non-applicable status option

    This would allow you to make a lifecycle with tasks that could be partially completed allowing the ticket to be resolved. For example new employees. Maybe the tasks are to set up a laptop they need because they were hired in Admin. While another new employee wont need a laptop because of a different department. Allowing the agent to mark a tasks as Non-Applicable so the ticket can be marked resolved. This affects the Agent and makes tasks more seamless without having to make multiple templates per department.

    Sam L

    1

  9. Allow End users to add affected users

    We need users to be able to add another staff to affected users. Currently this is only possible if they use email and CC other staff. We want them to be able to add the using the agent or web. There is often times when they need to be able to have multiple people on the ticket.

    Lee B

    1

  10. Disable autoreply on Email connector

    Related help article on Email connecters: https://help.tikit.ai/articles/email-connector/ I would love a way to completely disable the autoreply on the email connecter. Our business case is we have a different program that we are using as an approval process and at the end of it we can have the program email an email to an email address. We would like that to email a tikit connected email. My concern is that if our other program has an auto reply then tikit replying would prompt the program to autoreply and then create a loop.

    Louis G
    #Enhancement 🎨

    2

  11. Tags field when creating a ticket though Teams

    The tags field from the form that appears after right-clicking on a Teams message currently doesn't have a drop-down arrow to allow the selection of available tags that were setup though Tikit. It is currently a fillable field, however, no tags appear, even if you type to fill the field.

    Andres C
    #Enhancement 🎨

    0

  12. Tags in chronological order

    When selecting a tag from the drop-down menu, they are in the order they were created. It would be better if they were ordered chronological. This would help when using the drop-down menu.

    BP

    0

  13. Allow @mentions in tickets

    Allow @ mentions in tickets to notify the person mentioned

    Abby R
    #Enhancement 🎨

    3

  14. Copy + Paste screenshots

    Copy + Paste screenshots in the submission and message section of a ticket to help explain issues and answers without having to save them as attachments.

    Casie H

    9

  15. Auto Refresh Tickets Board

    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.

    Louis G
    #Enhancement 🎨#Feature 👍

    7