- A Microsoft 365 account that can grant tenant-wide admin consent to an application.
- For more details, see configure how end-users consent to applications.
- Microsoft Teams access to install Teams apps & creating and managing Teams. By default, if you have the admin consent access as a Global Administrator in AAD, you will be able to install Teams apps.
- For more details, see admin settings for apps in Microsoft Teams.
- Once the Tikit Teams app is installed, open the Tikit app chat and select I am a M365 Admin in the Let’s Setup Ticket message.
- Select Authorize & Setup Tikit in the Authorize Tikit message.
Not a Microsoft Administrator? Share the link https://signup.tikit.ai/ with your admin to continue setup.
Once back in Teams, Tikit will send a We’ve Done The Heavy Lifting card to report back on the onboarding process.
At this point we’ve installed the Tikit App to the new or existing Team, assigned the Team members Analyst permissions, and created a triage channel.
Now that you’re signed up for Tikit, you can log in to the Tikit Web App. The user that signed up for Tikit will automatically be added to the Administrators Application Role so you just need to enter in your Microsoft 365 account credentials to sign in and get started. Your additional admins and analysts can also sign into the with their Microsoft 365 credentials. There is an entire section of our Help Knowledge Base devoted to the Tikit Web App here.
We’ve updated our consent process! Many of the features in Tikit are enhanced by integrating with your M365 data. As a result, multiple features like My Work, Email Connector, Intune Connector, and Teams App Management need additional consent in order to be enabled. Please enable the features you would like to use with Feature Configuration settings.
Tikit consists of multiple Teams applications and the goal of each application is to solve the needs of the particular user persona that interacts with that application. The Tikit App helps Analysts to quickly triage and solve tickets from Teams, while the HelpBot is the first-line of support for your end-users.
Tikit covers a lot of the heavy lifting for setting up Tikit but you can manually setup Tikit in a new Team and/or a new Triage channel. This section can be typically be skipped unless you’d like to change the Tikit Team or triage channel after initial setup.
Make sure you have a Team with only members that represent your Analysts—the team that will be triaging and solving tickets. Members of this team will be assigned to tickets and have the ability to view all requested tickets. If you do not have a Team in Teams that matches this requirement please create it now. It is recommended that this is a private invite only team, for Security reasons.
Triaging can be defined as assignment of urgency and categorization of a unit of work. In Tikit you can define a triage channel to receive notifications for all new tickets. Lets go ahead and add a triage channel to the analyst Team. It is best to use a private Team that only your analysts are members of. Feel free to choose a name for the triage channel like Tickets, Triage, or Tikit.
To add the Tikit App to a Team in Teams:
- Select the Apps tab and look through the Apps list to confirm Tikit is not already added.
Tikit already added? Skip to Setting the Triage Channel Id.
If not, continue to the next step to add the Tikit app to the Team.
To update the Tikit Triage Channel from Teams:
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 submit request and get answers. You can read more about HelpBot here.
To automatically install the HelpBot virtual agent to your organization’s app store in Teams:
- Open the Tikit web app at https://web.tikit.ai and sign in as a Tikit admin.
- In the header navigation, select the Settings gear and then open Bot Configuration.
- Once in Bot Configuration settings, select Install to Microsoft Teams.
- Tikit will upload the HelpBot virtual agent to your organization’s app store, but an administrator will need to review and approve the app. We’ll cover those steps next.
- In the Microsoft Teams admin center, open Manage Apps then search for and select the HelpBot app. A newly submitted app like HelpBot will show a Publishing status of Submitted and a Status of Blocked.
The HelpBot virtual agent has successfully been uploaded to your Microsoft teams app store and is ready for your users to find and install. Teams admins can also deploy HelpBot to users via a Setup Policy, make sure to pin HelpBot to your users’ sidebar!
For a detailed guide on setup and configuring HelpBot, including app permission and setup policies for admins, check out our HelpBot Recommended Setup Guide.