Feature Requests

When viewing the list of tickets, it's hard to tell which tickets have had responses or updates since the last time the ticket was viewed. I think it would be helpful to mark the titles of tickets with unread updates in a bold font or in a slightly different color to make it easier to easily tell when a ticket has updates that need to be reviewed. Having a timestamp in the "Last Modified Date" column is another thing that would also help differentiate newly updated tickets. The idea in this post is sort of related and may help this issue as well: https://roadmap.tikit.ai/b/6vre6g0l/feature-requests/last-received-message-in-list-view

A way of seeing if a submitter has an out of office agent turned on from the Agent Portal would be helpful.

I would love a capability to add any teams group chat transcript between the requester and agent to be populated in the ticket.

Currently we have started tracking resolution time as an average of the resolved time function on our PowerBi daily reports Is there is a way that we can “stop the clock” when tickets are in a certain status. For our environment in particular we are looking to not have time count when they are in a Awaiting vendor, Awaiting user, or Problem status. Its not as simple as removing any tickets that are currently in that state from the average as they will still have that time when they enter the resolved state. I also realize this is difficult as it does not keep time as it more reflects time as a function X amount of time from creation date. Any ideas on how this can be achieved?

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

Some users will attempt to bypass the tikitbot via email or just ignoring the bot's suggestion, thinking that if they talk to a tech their problem is resolved quicker. To reinforce that some items are in fact intended to be self-service, i'd like to be able to have an option to search the KB and add a response to a tikit from there, right from the tikit response dialog.

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.

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.

When creating or updating tasks via Power Automate it would be helpful to be able to assign tasks to a group and/or team instead of only being able to assign to an individual.

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.

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?

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.

It is often necessary to share some secrets (passwords, api keys etc.) with people. An easy way is to use a Password Pusher. An integrated solutions for this would be nice. For example: https://github.com/onetimesecret/onetimesecret or scrt.link

This feature needs to be completely changed. When our team send the command to helpbot/VA with the request, it creates an entire new ticket. Several suggestions for this. VA should prompt for their ticket number that they have requested for status. Once the user provides their ticket #, VA sends them their actual ticket card or specific Properties tab. Priority, Status, Group, Category, and Assignee. Even the messages chat in case the user did not see the messaged posted via Tikit. Eliminate, creating a whole new ticket just for the status of a ticket. Ping the Assignee or send email to administrator team if ticket is unassigned. I feel this might give Tikit a chance to add to their web.ai page to enhance or create a stronger notification/communication line for the Backend team.

It would be helpful if each group could only see and be able to choose from their assigned categories. We have two groups with very different tasks that we put in the categories, and it makes the list hard to navigate even with the hierarchy feature.