Feature Requests

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

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  1. Resolution Note

    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.

    Tyler G
    #Enhancement 🎨#Feature 👍#Deal Breaker 💔

    6

  2. Edit private comments within a ticket

    Because private comments aren't being sent to anyone, I think that it would make sense to be able to edit them. It would be useful to be able to fix typos or update the information in notes taken within private comments.

    Mikel N
    #Enhancement 🎨#Feature 👍

    2

  3. 'Every Weekday' Trigger option

    Would like a Every Weekday (Monday - Friday) trigger in automations.

    Doug Z

    1

  4. Allow Users to Mark Template Response as Not Helpful

    When a request triggers a Knowledge article, the requestor is given the opportunity to mark the response as not helpful so they can proceed with opening a new ticket rather than being deflected. However, when a request triggers a template, no such option is given, and the user has to ignore the template and try to figure out a way to rephrase their request so it doesn't trigger the template.

    AdamT
    #Enhancement 🎨

    0

  5. Copy + Paste imaged in Knowledge Base articles for reference in Tikit web portal

    It would be more efficient if we could copy and paste images into ticket replies via the Tikit online portal. I understand there is an upload image option, however you must first copy and save the image before uploading it. To view the image, the requester still needs to click on it. If the option to paste was available, it would save time for both Agent and Requester.

    Nick S

    0

  6. Applying a template to a ticket, user submits template we need notification a change was made on the tikit.

    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.

    S. V

    1

  7. Add "Tasks" to Templates

    Why is my idea useful? -Some tickets do not qualify for a Lifecycle but still have tasks associated with them -Allows Agents to start working on a issue with a full set of to-do's. -Reduces time and Agents has to engage other Agents on Template tickets. Who would benefit? Agents How should it work? Have and area in Templates that an agent is able to set tasks.

    Marc
    #Enhancement 🎨

    1

  8. automatically alphabetize categories

    When creating categories, it would be nice that they auto-alphabetize instead of having to rearrange them manually.

    Kate V

    0

  9. Better Notifications settings

    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...

    Daniel A
    #Enhancement 🎨#Feature 👍

    0

  10. Send email from ticket

    We get onboarding tickets and sometimes we need to make external emails for software access, to be able to send that from the ticket so its logged in the ticket and not in my outlook so its visible in the ticket the conversation with the external part

    Daniel A
    #Enhancement 🎨#Feature 👍

    0

  11. Allow @mentions in tickets

    Allow @ mentions in tickets to notify the person mentioned

    Abby R
    #Enhancement 🎨

    3

  12. 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

  13. 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

  14. Customizable Messages

    It would be nice to have the option to customize the message sent by the Tikit or HelpBot bots to agents/users when HelpBot or Tikit has a problem. Currently, we have seen the following two messages: I don't know what just happened there, but I've gone ahead and alerted the right people. Can I help you with anything else? You seem to have caught us while we are adding & updating features! We are running around and getting tasks done as fast as possible. We don't expect this to take long. Get latest service status & updates here We would like these messages to be more verbose and customizable so that users for a specific organization can be provided with an alternative means of contact for ticket entry. This would hopefully guarantee that the downtime is known more immediately. For example, the standard Tikit downtime message could display, and then appended to the bottom of this message could be the customized/branded message. Example 1: I don't know what just happened there, but I've gone ahead and alerted the right people. Can I help you with anything else? If this message persists, please contact X at (XXX) XXX-XXXX. Example 2: You seem to have caught us while we are adding & updating features! We are running around and getting tasks done as fast as possible. We don't expect this to take long. Get latest service status & updates here. If you are in need of immediate assistance, please contact X at (XXX) XXX-XXXX.

    Cameron W
    #Enhancement 🎨#Feature 👍#Misc 🤷

    4

  15. Elevated Knowledge Articles

    Creation of knowledge that is only visible to analysts as it requires elevation to execute or higher skill set.

    Kim J
    #Enhancement 🎨

    6