Feature Requests

The ability to export ticket information, including assignee, ticket title, Custom Form Answers, anything from the activity tab (including ticket assigning history, messages, and internal notes), and approval history would be very helpful for auditing purposes.

Currently, only Super Admins can export to .csv, and that brings up issues such as ticket exports containing a list of all group tickets rather than only the tickets from the groups that the user belongs to.

We've found the Custom Views feature on the main Tikit page to be very useful. However, it's unfortunate that an Agent needs to be a Super Agent or higher (in terms of permissions) in order to use it. I'd like to see it that each Agent can have their own, private set of views without needing the higher level of permissions. Having them be private (so that yours are only visible to you) would be helpful as well so that nobody can accidentally edit or delete Custom Views made by other people. A Super Agent or Admin could retain the ability to make Global Views that everyone can access, if a custom view is better suited to be used by a whole team.

The current "Was this answer helpful?" feature is crucial for ticket intake and deflected answer reviews from our Tikit virtual agent. I need to be able to adjust the wording for "Was this answer helpful?", and the "Yes" or "No" replies to better communicate what their action will lead to.

We need a webhook option to automate pushing tickets to our external MSP. Would prefer not to use power automate.

Sometimes tickets are created and the user did not even look at the knowledge base articles. Some tickets come in via email. I would like the ability to link a knowledge base article or copy contents of the knowledge base article into a response/reply to a ticket. This feature exists in FreshDesk, the system I migrated away from.

We often have tickets where one of two things is happening: User submits a tikit and they resolve it themselves before we get to it ORWe are waiting for confirmation if they feel that their issue is resolved/ if we can resolve the tikit. My proposed solution is a button the requester can click to request the tikit be resolved. This would then let us know that we can close the tikit on our end. We could also build automations to have the tikit status automatically changed to resolved and add a resolution note without us interfering with it if we want.

I would like the ability to select "Weekdays Ago" and "Weekdays from Now" Relative Date in Automations. For Example, it would be useful for "Auto close tickets resolved for 3 days or more days" Automation so the tickets do not get closed on the weekend when nobody is in the office.

When working in Request that are tied with lifecycles, at times the agents need to manually resolve the ticket for various reasons. Currently, the only ways we can resolve them is to fail various stages, which is not accurate for the resolution of the ticket, or to use a PA process to resolve the tickets manually. With Requests tied to a lifecycle, Resolved isn't an option in the ticket status. Adding that would give a preferred manual resolution when tickets are in the middle of a lifecycle. The ability to remove a lifecycle from a ticket, often from one mis-classified by an agent or the user, would allow changing the ticket to the proper lifecycle or to a more appropriate type.

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 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.

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!

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

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.

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