Feature Requests

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

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.

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.

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.

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

We are currently using MS "Tasks by planner and ToDo" to give our employee a consolidated list of all their tasks from all apps. Unfortunately Tikit tasks do not seem to be compatible with this feature, forcing employee to "remember" to check the other taks list from tikit. Having Tikit tasks using the standard MS tasks would be a major benefit for our end users, and greatly help with user adoption by having Tikit even further integrated with MS Teams.

When you know you need to wait a certain amount of time before following up on a ticket, it would be useful to be able to set a date on which the ticket would automatically set its status back to Active, to help serve as a reminder for when to follow up on the ticket. A couple of examples: If a request is low priority, and the requester would like to come back to the request after a week. If you are waiting for someone else to do something and you want to make sure to follow up with them after a week.

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 moved from the Cireson Portal, with all of the bells and whistles to Tikit during a domain consolidation project, and have to keep the Cireson portal functional for our asset management. Tracking PO#, cost, vendor, assignment, dates, etc. and tying them to Intune devices and users would allow our SCSM environment to sunset.

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?