Feature Requests

I would like to see a way to separate knowledge bases. We have many sites and there are different procedure or tech at each one, and it would be cool for employees at site A to only be able to see KBs for that site.

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.

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.

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

We are getting hundreds of tickets a day in some cases and it would be much easier to work the tickets for a group if we could see more than 20 tickets on the screens, something like 50 would be much easier to work with.

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

Currently, easiest way is within kanban board view on webapp. The number of tickets we receive throughout the day makes this cumbersome and leads to our resolution times appearing longer than the reality. Need button easily accessible in teams interface (best location would be right next to send + send & add to KB button) to say "close".

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

When we apply a template to a ticket, and the user fills out the template and sends the response to us. Tikit doesn't notify a change to the ticket has been made which is important so we know a customer has updated their ticket.

It would be really beneficial to be able to add notes when creating a task or while its in progress. A description field would work as well. This would allow us to put more detailed information about the task, especially when its associated with a lifecycle.

We are having a problem with columns not showing in the "my work" and "my group work" sections. If the broswer size is too small then it means the last two columns are not diplsaying (Group/Assignee). This is problematic when you are a member of multiple groups and you are trying to see if a ticket is assigned. There are a few possible options to resolve this. Add the ability to scroll left to right Allow the columns to be rearranged Add a filter to these views.

Currently, when someone types a message and the TVA doesn't know what they are asking it will pop up a form. Our staff are using it instead of the correct form. We do not want them using this form at all. Would it be possible to have it point to a KB article with an explanation and some key terms they need to use?

Currently one has to save a screenshot as file before uploading.