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Tikit Setup Guides

Dark Mode

Enable Dark Mode To enable Dark Mode, go to Settings -> Preferences: Setting the Theme to Light will result in the default theme. Setting the Theme

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Quick Start

In this article we will run through the steps to quickly get Tikit up and running. Table of Contents Add a header to begin generating

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Complete Setup Guide

Table of Contents Add a header to begin generating the table of contents Scroll to Top Pre-Reqs A Microsoft 365 account that can grant tenant-wide

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How to use Tikit in MS Teams

Ticket Survey

Ticket Survey is one  way to gauge how well analysts are performing from a customer satisfaction experience. When tickets are resolved, Ticket Virtual Agent (TVA) sends

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Tikit Compose Extension

Enrich conversations with ticket data by searching & sending ticket details with the Tikit compose extension. Analysts can search for and share ticket cards with

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Tikit Teams App

With the Tikit Teams App, Analysts can quickly triage and solve problems without leaving Teams. A triage channel gives your support team a live view of work

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Uninstall Guide

Table of Contents Add a header to begin generating the table of contents Scroll to Top Uninstall Tikit from a Team To uninstall Tikit from

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Tikit Web App Guides

Enable Surveys

It is possible to toggle on or off the sending of surveys once a ticket is set to Resolved.  To disable the Surveys from being

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Dark Mode

Enable Dark Mode To enable Dark Mode, go to Settings -> Preferences: Setting the Theme to Light will result in the default theme. Setting the Theme

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Adding Synonyms

Adding Synonyms to Tikit can significantly improve the quality of responses in the Tikit Virtual Agent.  Synonyms allow for more accurate matching of intent when

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Manage SLAs

SLAs, which define IT service desk service and standards, are woven into Tikit’s process, so that you can better monitor progress and deadlines in the

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Merge Tickets

Duplicate tickets can occur for many reasons. You might see this if an end user replies to the virtual agent directly, instead of within the

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Relate Tickets

Tickets can be related to help you better manage tickets associated to the same topic or area of expertise. These data points can help you gain valuable insight

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Manage Ticket Types

Manage ticket type picker values from the Ticket Types settings page, including updating type names, reordering and nesting values, and (un)archiving values. Table of Contents

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Manage Billing

View and update your subscription plan, payment method, billing information, and view previous invoices from the Billing settings page. Table of Contents Add a header

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Requests Dashboard

End users can find and view their requests in the Requests dashboard. Table of Contents Add a header to begin generating the table of contents

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Manage Access Tokens

Access tokens provide a way to authenticate to the Tikit API for use in external services like PowerShell, Power BI, and Power Automate. https://www.youtube.com/watch?v=GPM014HWx7Y Table

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Manage Priority Values

Manage priority picker values from the Priority settings page, including updating priority names, reordering and nesting values, and (un)archiving values. Table of Contents Add a

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Manage Category Values

Manage category picker values from the Category settings page, including updating category names, reordering and nesting values, and (un)archiving values. Table of Contents Add a

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Manage Status Values

Manage status picker values from the Status settings page, including updating status names, reordering and nesting values, and (un)archiving values. Table of Contents Add a

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Manage Tags

Need to update a tag or delete it together? Tags can be updated as processes change to either remove a tag from tickets wholesale by

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Manage Groups

Manage groups in Tikit to direct work to multiple channels in Teams. https://www.youtube.com/watch?v=DF7SPAk-R38 Table of Contents Add a header to begin generating the table of

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How do I create a new ticket?

Tickets can currently be created by using a message action to convert a message into a ticket or via the Tikit Virtual Agent.

How do I install Tikit Virtual Agent?

Follow our Ticket Virtual Agent Recommended Setup Guide for steps on installing and deploying Ticket Virtual Agent to your users. For details on using Ticket Virtual Agent, check out Tikit Virtual Agent Teams App.

How do I resolve “We were unable to attach this to the ticket correctly…” error when attaching a file?

Problem

Given a user is an analyst in Tikit and has the Tikit Teams app installed.
When the analyst attempts to add a file attachment to a ticket.
Then the following error is displayed:

“We were unable to attach this to the ticket correctly. Please make sure you’ve added Tikit to a Team and set the triage channel correctly.”

Solution

Run through the following checklist to make sure Teams and Tikit are configured for attachments:

  1. In Microsoft Teams, make sure you’ve added Tikit to a Team. Check out How to add Tikit to a Team.
  2. In Tikit Bot Configuration settings, set the triage channel to a Standard channel in that Team.  Check out How to set the triage channel.
  3. In Tikit Security settings, make sure that the Team has been added to the Analysts app role in Tikit. Check out How to assign users and groups to application roles.

 

How do I resolve “Upload disabled” when viewing ticket details?

Problem

Given an analyst logs into the web app at https://web.tikit.ai.
When the analyst opens the edit ticket UI and expands the Attachments section.
Then Tikit displays an “Upload disabled” error message:

“Upload disabled. Please make sure you’ve added Tikit to a Team and set the triage channel correctly.”

Solution

Run through the following checklist to make sure Teams and Tikit are configured for attachments:

  1. In Microsoft Teams, make sure you’ve added Tikit to a Team. Check out How to add Tikit to a Team.
  2. In Tikit Bot Configuration settings, set the triage channel to a Standard channel in that Team.  Check out How to set the triage channel.
  3. In Tikit Security settings, make sure that the Team has been added to the Analysts app role in Tikit. Check out How to assign users and groups to application roles.
How do I resolve “Need admin approval” when opening the Tikit web app?

Problem

Given a user with any app role in Tikit
And the user is not an admin in your AAD tenant
When the user logs into the Tikit web app at https://web.tikit.ai
Then the analyst sees the following message from Microsoft:

“Need admin approval”

Solution

The Tikit web app may have new permissions that need to be approved by an admin.
Approve the Tikit permissions on behalf of your organization by logging into https://web.tikit.ai as an AAD admin and checking Consent on behalf of your organization.

If not prompted, the permissions may have been previously consented to for the logged in admin only and not on behalf of the organization. That can be resolved by either revoking the permissions for Tikit and consenting fresh (steps 1-3) or by consenting on behalf of your organization with a separate AAD admin account (step 3 only).
Warning that users may have issues accessing Tikit during the time permissions are removed, but this should only be for a very short period as the very next steps are to reconsent.

  1. Check for User Consent entries in the Azure Active Directory > Enterprise Applications > Tikit:
    1. Login to the Azure portal, then open Azure Active Directory > Enterprise Applications.
    2. Once in Enterprise Applications, select Manage > All applications, then search for and select Tikit.
    3. Once in the Tikit Enterprise Application page, select Security > Permissions on the left, then select the User Consent tab and confirm that there are entries for a specific user. This is most likely the admin you’d like to grant permissions.
    4. At this point, if there are User consent entries, you can either skip to step 3 to consent with another admin account and select on behalf of organization, or continue to step 2A revoke all permissions and consent fresh.
  2. (Step 2A) Using PowerShell, revoke all permissions for Tikit.
    Note there is an Alternative Step 2B below if you do not want to use PowerShell to revoke permissions. Step 2B will completely remove the Tikit Enterprise Application entry and then re-add it.
    Warning that users may have issues accessing Tikit during the time permissions are removed, but this should only be for a very short period as the very next steps are to reconsent.

    1. From the Security > Permissions page, select Review Permissions.
    2. Once the Review permissions flyout is open, select This application has more permissions than I want, then use the provided Azure Active Directory PowerShell script to revoke all permissions for Tikit.
      If you haven’t installed the Azure AD Module in PowerShell yet, check out Install Azure Active Directory PowerShell for Graph.
    3. Once the permissions are revoked, refresh Tikit Enterprise Application permissions and confirm that the User consent tab no longer has any entries.
    4. Select Grant admin consent to consent to the Tikit application permissions.
    5. Once consented, continue to step 3 to consent to the Tikit web app’s permissions on behalf of your organization.
  3. As an AAD admin, login to https://web.tikit.ai and when prompted to consent to application permissions, make sure that Consent on behalf of your organization is checked then select Accept.

Alternative Step 2B

Step 2B. Removing the Tikit Enterprise Applications entry and re-adding admin consent.
This alternative step avoids the use of the Azure Active Directory PowerShell Module and can be done entirely from a browser and the Azure portal.
Once completed, you can continue on to the original Step 3 above.

  1. Login to the Azure portal, then open Azure Active Directory and locate your Tenant ID to use later (e.g, ef6ac50c-97c8-4da9-b2c9-206b54f68cce).
  2. Once you have your Tenant ID, open Manage > Enterprise Applications.
  3. Once in Enterprise Applications, select Manage > All applications, then search for and select Tikit.
  4. Once in the Tikit Enterprise Application page, select Manage > Properties on the left, then select Delete.
    Warning that users may have issues accessing Tikit during the time permissions are removed, but this should only be for a very short period as the very next steps are to reconsent.
  5. Open the following URL to provide admin consent for Tikit, replacing the {tenant-id} with your Tenant ID from step 1.
    Want to learn more about what this URL does? Check out Construct the URL for granting tenant-wide admin consent.

    https://login.microsoftonline.com/{tenant-id}/adminconsent?client_id=b13c40ee-e073-459e-96b5-3f3cca046a37&redirect_uri=https://app.tikit.ai/teams/consented

  6. A window will open from the Azure portal to prompt for tenant-wide admin consent for Tikit. Select Accept to grant consent and re-add Tikit back to Enterprise Application in AAD.
  7. After consenting, you will be redirected to the consent completed page. At this point you may continue on to Step 3 to approve permissions from the Tikit web app.

 

How do I resolve “You cannot send messages to this bot” in Microsoft Teams?

Problem

Given a user installs the HelpBot virtual agent app in Microsoft Teams
When the user opens a chat with HelpBot
Then the message compose area is disabled and displays the following message:

“You cannot send messages to this bot”

Solution

Apps in Teams can be blocked by Teams admins on behalf of users and manually by individual users. If a user has blocked HelpBot, they can quickly unblock the app from their Teams app.

How to unblock HelpBot app for user in Microsoft Teams:

  1. Open the Microsoft Teams desktop or web app then find and open HelpBot.
  2. Once the HelpBot app is open, right-click HelpBot in the left sidebar, then select Unblock.
  3. Confirm that the message compose area is no longer disabled and user can now chat with HelpBot.

How to unblock HelpBot app at org level in Microsoft Teams Admin Center:

  1. Open the Microsoft Teams Admin Center, then open Teams app > Manage Apps.
  2. Once on the Manage Apps page, find HelpBot in the apps list then select the checkbox on left of the HelpBot entry and select Allow.
  3. In the Allow application? window select Allow to confirm that you want unblock HelpBot at the org level.
    Note that users can still block HelpBot at the user level, check out how to unblock HelpBot app for user in Microsoft Teams above.