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
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
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
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
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
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
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
Table of Contents Add a header to begin generating the table of contents Scroll to Top Tikit Web App Our focus first and foremost is
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
My Work provides agents the ability to see their currently active Tickets, Approvals, Tasks. Plus they can also view their upcoming calendar events, Tasks from
The My Group Work view is similar to the My Work view, but also shows you all the tickets assigned to any Support Groups that
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
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
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
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
Admins can create automation workflows to automatically update ticket properties. Automations support multiple triggers, including added, deleted, modified, and added & modified. Table of Contents
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
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
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
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
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
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
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
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
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
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
With Lifecycles, you can define your own business logic that is required in order to Resolve and/or Close a Ticket. This includes creating Phases of Work,
View and update your subscription plan, change license allocation, payment method, billing information, and view previous invoices from the Billing settings page. Table of Contents
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
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
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
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
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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