Hi! We’re Here to Help

Articles

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

Read More »

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

Read More »

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

Read More »

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

Read More »

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

Read More »

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, Super Agents,

Read More »

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

Read More »

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

Read More »

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

Read More »

My Work

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

Read More »