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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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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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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

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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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Security – ITSM Updates

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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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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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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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

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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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