Feature Requests

This would help for filtering in the ticket list for Create Date/Modified Date/Due Date etc.

When users are in the My Work tab, they are unable to open a new ticket, so if I'm monitoring my board and get a request, I have to hop back to tickets to open a new ticket.

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 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!

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.

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

Why is my idea useful? -Keeps Lifecycles flexible and easily adaptable to external changes. -Allows Agents to create Lifecycles more easily when other phases are not clear during initial construction Who would benefit? Agents How should it work? Phases should have a "reorder" UI element that allows the agent to drag and drop phases into a new order.

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.

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.

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.

The bot can present only one list, but allow it to present specific buttons to different users based on their security groups. As an example, security can request specific forms to create tickets, accounting can make specific requests, and general users can see the defaults only.

When creating a ticket with a template, allow the template to fill in the tickets "request" field with information from the template. This will help remove extra steps during the ticket creation process and standardize the request titles when required. Adding the ability to use a form ID's to dynamically change the request fields information with things like host names and text field information would also be useful.

Set requester automatically to the person making the request, and allow it to be changed if that is required. In templates also automatically set the requests but also choose the requester as part of the template design. Filtering the sequesters alphabetically is also very helpful.

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.