Tikit Complete Setup

  • To add Tikit to Microsoft Teams you can follow one of the below options:
    • Install from Microsoft App Store, here
    • Search for Tikit from the Apps tab in your MS Teams app.
    • Use this link to open Tikit inside MS Teams.
  1. 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.
  2. 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.

  1. Login with a Microsoft admin account, check Consent on behalf of your organization if prompted, and then select Accept.
  1. Once on the setup page we’ll walk through onboarding steps to configure Tikit in a Team and any additional admins. Select New Teams Team to create a new Team in Teams or Existing Team to select an existing Team in Teams, then select Next.
Not sure which option to select? Watch the following video: Setting Up Tikit: New vs. Existing Team to help you understand if you want to install Tikit in a New Team or Existing Team. 
 
  1. If you selected New Teams Team, you will be prompted to name the team and select the analysts that will work tickets, then select Next.
Not sure what to name your Team? Watch the following video: What to Name Your Team to help you understand the importance of Team naming and how this affects your setup. 
  1. 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.

  1. Add any additional Tikit admins that can help with setup & configuration, then select Next.

If the currently logged in user will be the only admin, select I am the only one who needs the Tikit admin role, skip this step.

  1. If the admin’s email is at .onmicrosoft.com, you will be prompted to provide a correct work email address, then select Finish.

If the .onmicrosoft.com email is correct, select I will roll the dice, skip this step.

  1. 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 Let’s 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:

  1. Navigate to Teams, and find the Apps menu item to open up the App Store, and search for Tikit. 
  1. Select Add, and Tikit will then be added to your Teams installation. 
  1. 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:

    1. Open the Tikit web app at https://web.tikit.ai.
    2. Once in the Tikit web app, select settings gear in the header, then select Teams.
    1.  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.
      • 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. 
      • 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:

    1. Open the Tikit web app at https://web.tikit.ai.
    2. Once in the Tikit web app, select settings gear in the header, then select Teams.
    1.  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.

    In this article