Tikit does not directly synchronize its Users list with Entra ID. Instead, Tikit’s user data is populated dynamically based on interaction. New users are added to Tikit’s Users table only after their first interaction with the Tikit application or bot. This interaction can include communicating with the Tikit Virtual Agent, using the Tikit bot, or creating a ticket via email or the Tikit web UI. If a new user has not yet interacted with Tikit, they will not appear in the Users list.
Even if a user is not listed in Tikit’s Users section, they still have access to Tikit. Their absence from the list only means they have not been added to the database yet.
Users who are removed from Entra ID remain in Tikit for reporting purposes. When a user raises a ticket, a relationship is established between the ticket and their record in Tikit’s database. Even after the user leaves the organization, their record is retained to preserve the integrity of historical ticket data. Deleting a user from Tikit’s database would break the relationship with their tickets, leading to incomplete reporting.
Resolution
For New Users:
Encourage them to interact with Tikit by:
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Messaging the Tikit Virtual Agent or bot.
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Submitting a ticket via email or the web UI.
For Removed Users: No action is required. Their retention in Tikit is by design to maintain accurate reporting and ticket history.
Note:
The Users tab in Tikit reflects entries from the Tikit users table in the database. This table is independent of direct synchronization with Entra ID but serves to support Tikit’s operational and reporting requirements.
