- 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.
By default, the Tikit app is set to “Allowed” within Microsoft 365 however some organizations may set all apps to “Blocked” based upon internal policies. In order to proceed with the Tikit install, you will need to verify that Tikit is allowed within the Microsoft 365 Teams Admin Center.
You can follow the steps to below to verify and set Tikit to “Allowed” if necessary.
- Open Microsoft Teams Admin Center
- Navigate to Teams Apps –> Manage apps
- Search for Tikit and verify it the Status is Allowed
- If Tikit Status is set to Blocked, select Tikit and then click on “Allow” in the menu to allow Tikit in your environment
- Open Microsoft Teams Admin Center
- Navigate to Teams Apps –> Permission policies
- Verify that Third-party apps is set to Allow all apps
- If Allow all apps is not selected, please make sure either Allow specific apps and block all others is selected and add Tikit, or Block specific apps and allow all others is selected and Tikit is not blocked.
- 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.
- Login with a Microsoft admin account, check Consent on behalf of your organization if prompted, and then select Accept.
- Choose a company point of contact that can receive and respond to email. We’ll use this to keep you updated on your Tikit deployment.
- If the Company’s Point of Contact is an email that contains at .onmicrosoft.com, you will be prompted to provide a correct work email address, then select Next.
If the .onmicrosoft.com email is correct, select I will roll the dice, skip this step.
- Select where you want your analysts to Work Tickets. Select New Team to create a new Team in Teams or Existing Team to select an existing Team in Teams, then select Next.
- If you selected New Team, you will be prompted to name the team. Then, choose who you want to be on the new team. You can select either:
– Just Me and then click Next
– I Need to Add More Agents and then choose additional agent(s) by typing their name.Then click Next.
- Choose if you will be the only Administrator of Tikit in your environment or if you need to add others to help you setup and configure.
Click the checkbox to agree to the Terms and Conditions, then click Finish. You’re done! Head over to Step 11
- If you selected Existing Team, you will be prompted to search for and select the Team, then select Next.
Note that the logged in user will need to have access to the Team in order to search for and select it.
- Then you’ll be able to choose who within the Existing Team you wish to license as an Agent to work tickets and/or who you wish to make an Administrator of Tikit to help setup and configure Tikit.
Once you’ve decided, click Finish. You’re done!
- Hang tight while we get everything setup. Once your Tikit environment is ready, head back to Teams.
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.
- In Teams, click Get started to show the Get Started guide now that Tikit is ready to go in Teams.
At anytime you can come back to the Get Started guide by asking Tikit to Get Started
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 Tikit Virtual Agent is the first-line of support for your end-users.
Now that you have deployed Tikit to your organization, other Agents will want to install TIkit into their Teams installation:
- Navigate to Teams, and find the Apps menu item to open up the App Store, and search for Tikit.
- Select Add, and Tikit will then be added to your Teams installation.
- Remember to “Pin” Tikit so its readily available while in Teams.
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.
During your initial setup you already added Tikit to a Team, however you can add Tikit to multiple teams if your organization requires multi-department support:
- Open the Tikit web app at https://web.tikit.ai.
- Once in the Tikit web app, select settings gear in the header, then select Teams.
- Select New Team, then choose the following options to install Tikit into a Microsoft Team:
-
- Team: Select the Team you want to install Tikit into. If you have not created this Team, please do so now in Microsoft Teams and add the Agents as members of that Microsoft Team.
- Triage Channel: Channel where tickets are sent to when tickets are assigned to the current Team but not assigned to a Support Group or assigned Agent. If you have not created a Triage Channel for this Team, please do so now.
- Description: Description of Team.
- Default: If you want to change the default Triage channel for Tikit to this channel, select the check box to make it default. As a reminder, the default Triage channel was set during initial setup and is where ANY new tickets created are sent to if no assigned Team, Support Group or assigned Agent.
The Triage channel was set during initial setup and is where ANY new tickets created are sent to if there is no assigned Team, Support Group or assigned Agent. You can change the default Triage channel at any time:
- Open the Tikit web app at https://web.tikit.ai.
- Once in the Tikit web app, select settings gear in the header, then select Teams.
- Select the Team where the new triage channel is located, then choose the following:
-
- Triage Channel: Channel where tickets are sent to when tickets are assigned to the current Team but not assigned to a Support Group or assigned Agent.
- Default: If you want to change the default Triage channel for Tikit to this channel, select the check box to make it default. As a reminder, the default Triage channel was set during initial setup and is where ANY new tickets created are sent to if there is no assigned Team, Support Group or assigned Agent.
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.
You can read all about our different portals in the Agent, Admin & User Portals article.
To setup and configure Knowledge deflection, please visit our Knowledge article.
In order to take advantage of multiple features like My Work, Email Connector, Intune Connector, and Teams App Management, Tikit will need additional consent to be enabled. Please enable the features you would like to use with Consent Management settings.
Tikit Virtual Agent is your end users “portal” to getting problems solved. Once you deploy Tikit Virtual Agent to all your end users they will be able to quickly submit request and get answers. You can read more about how to setup and install the Tikit Virtual Agent here.
Allow Tikit in Microsoft 365
Looking for more details on setting up and configuring Tikit? Check out the Complete Setup Guide.
By default, the Tikit app is set to “Allowed” within Microsoft 365 however some organizations may set all apps to “Blocked” based upon internal policies. In order to proceed with the Tikit install, you will need to verify that Tikit is allowed within the Microsoft 365 Teams Admin Center.
You can follow the steps to below to verify and set Tikit to “Allowed” if necessary.
- Open Microsoft Teams Admin Center
- Navigate to Teams Apps –> Manage apps
- Search for Tikit and verify it the Status is Allowed
- If Tikit Status is set to Blocked, select Tikit and then click on “Allow” in the menu to allow Tikit in your environment
