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Tikit Setup Guides

Tikit 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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Tikit Complete Setup

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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Tikit TVA Setup

Overview The following setup guide will walk you through distributing Tikit VIrtual Agent (TVA) to your Teams users. From a high level, you will be

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Tikit in Teams

Updating Tikit

The Tikit app automatically upgrades in the background in your environment and the Tikit Virtual Agent app can be pushed out via a Teams App

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How to Use Tikit

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

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How to Use TVA

Tikit Virtual Agent is your end users “portal” to getting problems solved. Once you deploy Tikit Virtual Agent to all your end users they will

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Tikit in Web

Tikit in Web - Agent Experience

Tickets

Analysts can find and work tickets in the Tickets page. The Tickets page provides agents the ability to view a list of tickets, see tickets

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My Work

My Work provides a single-page view of an analyst’s upcoming calendar events, assigned tickets, tasks from Planner, and unread emails. Table of Contents Add a

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Knowledge

Analysts can view and edit entries to retrain the Ticket Deflection Knowledge Base from the Knowledge page. Professional KB responses can be created with a

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Users

Analysts can find and update Tikit users from the Users settings page. https://www.youtube.com/watch?v=fqOnw0Xh-_g Table of Contents Add a header to begin generating the table of

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Tikit in Web - Settings

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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Security

Tikit provides role-based access control (RBAC) to enforce authorization in both the web and Teams apps. There are several app roles available: Administrators, Analysts, and

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Automation

Admins can create automation workflows to automatically update ticket properties. Automations support multiple triggers, including added, deleted, modified, and added & modified. Table of Contents

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Category

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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Teams

Note Multi Department only applies to the Microsoft 365 Service Desk Edition. For more info about the differences between Microsoft Teams Ticketing and Microsoft 365

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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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Priority

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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SLA

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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Status

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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Surveys

Surveys are a way to gauge how well agents are performing from a customer satisfaction perspective. When tickets are set to Resolved, the Ticket Virtual

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Tags

Tags are an alternative way to organize your tickets, allowing for on the fly tagging to quickly associate your tickets with different processes, themes or

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Templates

Templates are great to quickly set properties on tickets and request additional information from requesters. Templates can be used in ticket deflection and manually applied

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Ticket Types

Ticket Types allow for you to further identify and group your tickets into different themes. A common use for ticket types will be to identify

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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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Bot Configuration

View and update settings for the Tikit app and Ticket Virtual Agent agent app via Bot Configuration. Table of Contents Add a header to begin

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Email Connector

Connect Tikit to an Office 365 mailbox. All emails sent to the connected mailbox will automatically open new tickets in Tikit. Note that connecting a shared

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Consent Management

Many of the features in Tikit are enhanced by integrating with your M365 data. As a result, multiple features need additional consent in order to

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Preferences

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 to

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Tikit in Web - End User Experience

Requests Portal

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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