Feature Requests

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.

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

Whether submitted in Virtual Agent, in the main application or via Power Automate flows, it would be nice to have the ability to format entries. Being able to push in multi-line comments, bulleted lists and even tables would be very helpful. Many times the entries get condensed into one line, making it really hard to read.

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

Allow/set automations to run at a scheduled time of day i.e. only during business hours.

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.

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

With Intune integration, if the user is the primary user on a device it will show up under linked devices. The ability to add a device as an affected item on a ticket would be helpful if a device does not have a primary user (Multi-User Device) or when a user is calling about an issue on a device where they are not the primary user. Being able to add an affected item and conduct a lookup from Intune and having the device information (Like the card that is on the linked devices page) available from the ticket would help in the above situation. It would also mitigate the number of clicks needed to find a user's device if they are the primary user.

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?

We love the Custom Form Answers but we'd like them to be more front-and-center when a ticket with a form is submitted. We'd like to see the Custom Form Answer in the response field as if it is a response from the user or IT. Right now, the Custom Form Answers are buried in a menu off to the right side and the only visual cue a form is there is the black text vs. greyed out text.

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.

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.