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
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
Enrich conversations with ticket data by searching & sending ticket details with the Tikit compose extension. Analysts can search for and share ticket cards with
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,
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 Ticket Virtual Agent agent app via Bot Configuration. Table of Contents Add a header to begin
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
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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