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
Accessing the Settings Control Panel To access the Settings Control Panel: Sign in to the Tikit Web App. On the page header, select the gear
Overview The following setup guide will walk you through distributing HelpBot to your Teams users. From a high level, you will be publishing the HelpBot
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
Enrich conversations with ticket data by searching & sending ticket details with the Tikit compose extension. Analysts can search for and share ticket cards with
To keep up with the latest and greatest features in Tikit, make sure to update your Tikit and HelpBot teams apps. This guide walks through
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
HelpBot is your end users “portal” to getting problems solved. Once you deploy HelpBot to all your end users they will be able to quickly
Overview The following setup guide will walk you through distributing HelpBot to your Teams users. From a high level, you will be publishing the HelpBot
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
View and update settings for the Tikit app and HelpBot virtual agent app via Bot Configuration. Table of Contents Add a header to begin generating
Tickets can currently be created by using a message action to convert a message into a ticket or via the HelpBot.
Follow our HelpBot Recommended Setup Guide for steps on installing and deploying HelpBot to your users. For details on using HelpBot, check out HelpBot Teams App.
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.”
Run through the following checklist to make sure Teams and Tikit are configured for attachments:
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.”
Run through the following checklist to make sure Teams and Tikit are configured for attachments:
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”
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.
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.
https://login.microsoftonline.com/{tenant-id}/adminconsent?client_id=b13c40ee-e073-459e-96b5-3f3cca046a37&redirect_uri=https://app.tikit.ai/teams/consented
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”
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:
How to unblock HelpBot app at org level in Microsoft Teams Admin Center:
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