With the Tikit Teams App, Analysts can quickly triage and solve problems without leaving Teams. A triage channel gives your support team a live view of work and ticket history at a glance. Analysts can also interact directly with Tikit to find and work tickets using conversational triage, commands, and message actions. Analysts can also improve Ticket deflection from the Tikit app to streamline the support process and answer commonly asked questions intuitively.
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.
To learn about HelpBot head here.
The Tikit app works in two Teams scopes: personal and team. Simply add Tikit to a team with all your analysts and you will be all set.
To add Tikit to a Team:
- Go to Apps on the left of Teams, then search for Tikit.
- Select the Tikit app to open the description window.
- Click the down arrow on the Add/Open button and select Add to a team.
- Choose your desired team & select Set up a bot.
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 of all new tickets. Triage channel cards are dynamically updated so analysts can see the latest ticket details and comments. Analysts can even work a ticket without leaving the triage channel.
Tikit administrators can set the triage channel directly from the channel conversation or via the triage channel picker in Settings > Bot Configuration.
To update the Tikit triage channel from Teams:
- Sign in to Teams as a Tikit Administrator.
- Confirm that Tikit is added to the Team containing the channel.
- Please see adding Tikit to a Team.
- Open the channel you want to set as the triage channel.
- Select New conversation and in the message compose area type @ to mention Tikit, do not copy and paste, and send set triage:
@Tikit set triage
- Tikit will respond that the triage channel has been set successfully.
If the analyst attempting to set the triage channel is not a Tikit Administrator then Tikit will respond that you must be an administrator to do this. Please update your Tikit app role or sign in as an existing Tikit administrator and try again.
Once the triage channel is set, analysts may want to be notified of any posts or changes in the channel.
To enable Teams channel notifications for the triage channel:
- Find the triage channel in Teams then select
(More options) > Channel Notifications > All Activity.
For example, see the ticket to the right from the triage channel. This card has all of the ticket’s details, including the latest comments, and action buttons to work the ticket. To help unassigned tickets stand out in the triage channel, unassigned tickets use red text for the assignee.
Triage channel cards are updated dynamically so analysts can see the latest on what’s in the queue for their team. For details, check out Working with Tickets in Tikit below.
Analysts can find and edit tickets using the Tickets tab in the triage channel. The Tickets tab provides a Kanban board to view and update tickets quickly. Ticket filters include All Active or All Closed tickets to keep work organized. Tickets can be grouped by status, category, or priority; analysts can quickly drag and drop tickets to a new column on the Kanban board to update tickets. On top of a Kanban Board view, analysts can also view ticket details with List view or analytics with the Chart view.
Analysts can also create tickets in the Tickets tab and view and update ticket details with the ticket details screen.
To add a new ticket from the Tickets tab:
- Select + Add Ticket to open the New Ticket form.
- Enter your ticket details and select Create.
To edit a ticket from the Tickets tab:
- Find and select a ticket to edit.
- Update ticket details on the right.
- Add replies to the ticket, optionally checking Is Private, by entering a new message then selecting the Send button.
- Once you are done editing the ticket, select Save.
Conversational triage enables teams to triage work in a more natural way. Analysts can navigate and work tickets without having to memorize specific commands, phrases, or key words. Tikit knows a few specific commands but mostly you can just ask:
Want to see tickets assigned to you, ask things like:
What should I work on
Show me my work
Show me my tickets
Want to see unassigned tickets, ask things like:
Show me unassigned tickets
What can I work on
Want to see a specific ticket, ask things like:
Open ticket 22
Get ticket 22
See the following sections for more examples.
To see a specific ticket:
I want to view ticket 2
Get ticket 2
Open ticket 2
Reply to ticket 2
No need for all of a ticket’s info? Just ask Tikit for a status update on the ticket.
Status 49
49 Status
What is the status of ticket 49?
Is ticket 49 active
Is ticket 49 closed
See your submitted requests. Select a ticket to open the full ticket details.
Where is my stuff?
What is the status my requests?
Show my requests?
What is the status of my requested tickets?
See tickets assigned to you. Select a ticket to open the full ticket details.
What items do I have
Show my tickets
My work
What should I be working on
What do I have
Assigned to me
What active items do I have
See unassigned tickets. Select a ticket to open the full ticket details.
Unassigned Tickets
What can I work on
| Command | Description |
|---|---|
| Tickets | Find & edit tickets |
| Add Knowledge | Add to ticket deflection KB |
| Feedback | Submit feedback on Tikit interactions |
| Help | View a Help card |
Quickly find & edit tickets using a set of filters.
Tickets
| Ticket Filter | Description |
|---|---|
| All Active | Status is not Closed or Deflected, including custom status values. |
| My Work | Tickets assigned to you. |
| Unassigned | Unassigned tickets. |
| Closed | Status is Closed. |
| Deflected |
Status is Deflected. Deflected tickets are automatically created by HelpBot when ticket deflection successfully answers a user's request. |
Add a new Q&A (Question & Answer) pair or import external FAQs into your ticket deflection kb.
Add Knowledge
Submit feedback on your conversation triage interactions to help us improve our responses. Conversational triage can also trigger the Tikit Feedback card.
Feedback
Did not get the right answer
That is wrong
Did not help
It was incorrect
The Tikit Teams app includes a messaging extension for searching and sharing tickets and even creating tickets from scratch. To learn more, check out Tikit Messaging Extension.
Message Actions take user interaction to another level letting analysts capture their interactions in Tikit. Analysts can create a ticket directly from a message, add a message as a comment, and quickly update the ticket deflection knowledge base. These actions can be used from any user message in a private, group, or channel conversation. Message actions are a great tool to have if you choose to set up a dedicated public help or support channel in Teams to quickly create tickets from public conversations and queries.
- To open the Message Actions menu for a message, select (More options) > More actions.
- Select a Message Action:
The Create a Ticket action can quickly create a new request from a message to start capturing an interaction.
Create a new ticket with the Create a Ticket message action:
- The Create Ticket form will open autofilled with the message sender as the requester, the message as the request, and the default Priority.
- Check Include link to the message to add a link back to the original message in the ticket.
- When ready select Submit.
- The ticket can be worked immediately after creation.
The Add to Ticket action adds the message as a new comment to an existing ticket. Great for capturing info or keeping the user in the loop. Comments are created as the analyst on behalf of the message sender.
Adding a comment to a ticket with the Add to Ticket message action:
- Using the filter window, find a ticket to add the comment to. Select one of the ticket filters to continue:
| Ticket Filter | Description |
|---|---|
| All Active | Status is not Closed or Deflected, including custom status values. |
| My Work | Tickets assigned to you. |
| Unassigned | Unassigned tickets. |
| Closed | Status is Closed. |
- The Add Comment to Ticket form will open autofilled with the message and a short “on behalf of” note.
- Check Private to mark the new comment as private.
- Check Include link to the message to add a link back to the original message in the comment.
- When ready select Add Comment to add the comment to the ticket.
Comment Notifications
The HelpBot virtual agent will notify the requester if comment is not marked Private and Tikit will notify the assigned analyst that a new comment has been added.
The Add QnA to KB action adds the message to the Ticket Deflection knowledge base. For more info on Ticket Deflection and updating Tikit’s Ticket Deflection knowledge base see the Ticket Deflection section.
Adding to Ticket Deflection with the Add QnA to KB action:
- Tikit autofills the Add Knowledgebase Answer form’s Question field with the message contents. Edit the Question as needed, enter an Answer, and then select Submit to add to the ticket deflection kb.
- Tikit will show a confirmation message that the request has been submitted.
- Tikit will send a notification once the knowledgebase is updated.
Analysts don’t have to leave teams to work tickets thanks to the Tikit Teams app. With the Tikit app analysts can assign tickets, send replies, update tickets, and start chats with users without leaving Teams.
To find and edit tickets in Teams:
- Send the Tickets command and select what tickets you want to see:
| Ticket Filter | Description |
|---|---|
| All Active | Status is not Closed or Deflected, including custom status values. |
| My Work | Tickets assigned to you. |
| Unassigned | Unassigned tickets. |
| Closed | Status is Closed. |
| Deflected |
Status is Deflected. Deflected tickets are automatically created by HelpBot when ticket deflection successfully answers a user's request. |
- Select a filter like All Active and the Search Tickets window will open to find tickets matching the selected filter.
- Select a result to view and edit the ticket.
Take assigns the ticket to the current analyst with a single click. If a ticket is already assigned then Take will be replaced with Unassign in order to quickly unassign the ticket.
Assignment Notifications
Tikit will notify the user that the ticket has been assigned.
Tikit will send the analyst the ticket details.
Reply adds a new comment reply to the ticket. Comments can also immediately be added into the ticket deflection knowledge base by selecting Send & Add to KB.
Comment Notifications
Tikit Virtual Agent will notify the requester that a new comment has been added. The requester will not be notified when private comments are added.
Tikit will notify the assigned analyst that a new comment has been added by another user.
Add Attachment attaches a file to the ticket. Files are copied from the conversation or channel where they are initially uploaded to the triage channel’s SharePoint for access by analysts or the ticket requester.
- In the team scope, select Add Attachment from a ticket in the triage channel and Tikit will prompt you to send a file and then select the specific ticket.
- In the personal scope, select Add Attachment and Tikit will ask you to send a file to attach.
The most recent attachments are seen in the ticket card. Select Open Attachments to search, view, and delete attachments.
Once in the Attachments window, you can search for attachments using the search field, open a file by selecting the filename, and remove attachments by selecting the delete button.
Ticket attachments are stored within the SharePoint folder for the triage channel in Teams. Tikit analysts are given access to file attachments by default, while requesters can only view attachments for their requests. Attachments can be viewed under Triage Channel Name > Tikit > Ticket #.
For example, on the right the triage channel Triage 
would save ticket 3’s attachments in Documents > Triage > Tikit > 3.
The Modify button updates the following ticket fields, for more details check out the related help articles:
- Status dropdown list; Manage Status Values.
- Category dropdown list; Manage Category Values.
- Priority dropdown list; Manage Priority Values.
- Group dropdown list; Manage Groups.
- Assignee dropdown list; Manage Security.
- Due Date date picker.
- Resolution Date date picker.
Tikit Virtual Agent will notify the requester when the ticket is updated.
Tikit will notify the assigned analyst when the ticket is updated by another user.
The Chat with … button is a shortcut for a one-on-one Teams chat with the requester.
The user is not immediately notified when only opening a one-on-one chat. They will receive the standard Teams notifications when the analyst sends a message so no worries about accidental notifications.
Tag gives Analysts a simple to use tagging system to help organize tickets. Tags are space-delimited: adding “hardware refresh” will add the tags hardware and refresh to ticket.
Tikit will display the last three comments on a ticket by default, but analysts can view the rest in the Conversation History window.
To show full conversation history for a ticket in the Tikit App:
- Find a ticket and select Show Full Conversation to open the Conversation History window.
- In the Conversation History window, analysts can see previous public and private comments and add new comments.
- To add a new comment from the Conversation History window, select Reply, enter a comment, and select Send. Analysts can also check Private to make the comment visible to analysts only.
The ticket deflection knowledge base allows the Tikit Virtual Agent to intelligently respond to user requests with helpful answers to lower the ticket workload of analysts. Tikit uses Azure’s natural language processing (NLP) to train Tikit Virtual Agent to answer user requests using the ticket deflection knowledge base. Out of the box your ticket deflection knowledge base will be empty but you can use the Add Knowledge command, Send & Add to KB reply button, and KB editor in Tikit Settings to quickly populate and train Tikit Virtual Agent. If the ticket deflection kb does not have an answer, Tikit Virtual Agent makes it easy to make a new request.
To add new knowledge to the Tikit Ticket Deflection Knowledgebase:
- Message Tikit with Add Knowledge.
- Ticket will reply with the a card to update the Tikit ticket deflection knowledgebase. This card lets Analysts add questions and answers manually, or to import an existing FAQ.
- Select the AddQnA to KB tab to add a single set of questions and answers to the KB.
- Select the Import FAQ to KB tab to import an existing FAQ webpage.
- Enter question(s) separated by semicolons (;) into the Question field, and an answer in the Answer field.
- Click Submit to save changes. Tikit will show a confirmation message that the request has been submitted.
- Tikit will send a notification once the knowledgebase is updated.
Tikit Virtual Agent is now ready to answer questions!
To add new knowledge to your ticket deflection kb using a reply:
- Add a comment/reply to a ticket and then select Send & Add to KB
- The update ticket deflection knowledgebase form will open.
- Select the Add QnA to KB tab to add a single set of questions and answers to the KB.
- Enter question(s) separated by semicolons (;) into the Question field, and an answer in the Answer field.
- Select Submit to save changes. Tikit will show a confirmation message that the request has been submitted.
6. Tikit will send a notification once the ticket defleciton kb is updated.
Tikit Virtual Agent is now ready to intelligently answer questions!
To import existing FAQ(s) to the Tikit ticket deflection knowledge base:
- Message the Tikit app with Add Knowledge
- Ticket will reply with a card to update the ticket deflection knowledge base. This card lets Analysts add questions and answers manually, or import an existing FAQ.
- Select the Add QnA to KB tab to add a single set of questions and answers to the KB.
- Select the Import FAQ to KB tab to import an existing FAQ webpage.
- Enter FAQ URL(s) separated by semicolons (;) into the FAQs field.
- Click Submit to save changes. Tikit will show a confirmation message that the request has been submitted.
- Tikit will send a notification once the knowledgebase is updated.
HelpBot is now ready to answer questions!
To update the ticket deflection knowledge base using the Tikit Settings tab:
- In the left navigation, go to Knowledge to open the edit kb ui.
- Hover over the labels or check out the following key section for more details.
Questions can include alternate phrasing to provide more conversational responses to users. 4 of 8 5 Ticket deflection answers. 5 of 8 6 Delete alternate question phrasing from QnA pair. 6 of 8 7 Delete QnA pair from knowledge base. 7 of 8 8 Add additional phrases to a Question for more conversational responses. 8 of 8
- Add QnA Pair Add a new QnA pair to knowledge base.
- Save Save changes to kb.
- Search Search for specific Question and Answer (QnA) pairs.
- Questions Ticket deflection questions. Questions can include alternate phrasing to provide more conversational responses to users.
- Answers Ticket Deflection answers.
- Delete Phrasing Delete alternate question phrasing from QnA pair.
- Delete QnA Pair Delete QnA pair from knowledge base.
- Add Alternate Phrasing Add additional phrases to a Question for more conversational responses.
View and update settings for the Tikit app and HelpBot virtual agent via Settings > Bot Configuration.
To update the Teams app settings using the Settings tab:
- In the left navigation, open Bot Configuration.
When the Tikit Teams app is installed, Tikit sends a customizable welcome message. This message provides a quick introduction for your analysts and is a great place to include some initial suggestions or useful links to get started.
Plain text and limited markdown in Teams is supported. Please see available options for more details.
| Text Style | Markdown |
|---|---|
| Bold | **Bold** |
| Italic | _Italic_ |
| Bullet List | - Item 1\r- Item 2\r- Item 3 |
| Numbered List | 1. Green\r2. Orange\r3. Blue |
| Hyperlinks | [Title](url) |
Using the triage channel picker, a channel can be set to display new tickets and dynamically update them. The Teams channel does not need a specific name, so feel free to include flair to make it your own.
User must be a member of or have access to channels for them to be displayed in the channel picker; otherwise, the current triage channel id will be displayed and picker will not be available.
Configure settings for Tikit and the HelpBot virtual agent via Settings > Bot Configuration.
To automatically install the HelpBot virtual agent to your organization’s app store in Teams:
- Select Install to Microsoft Teams and Tikit will upload the HelpBot virtual agent to your organization’s app store, but an administrator will need to review and approve the app.
- Open Microsoft Teams admin center > Manage Apps.
- 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.
- 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.
- In the HelpBot app details, update Publishing status to Publish and confirm when prompted.
The HelpBot virtual agent has successfully been uploaded to your Microsoft teams app store and is ready for your users to install. Teams admins can also deploy HelpBot to users via a Setup Policy, make sure to pin HelpBot to your users sidebar!
Please see the HelpBot Recommended Setup guide for more details on using app permission and setup policies to deploy HelpBot.
To download the HelpBot virtual agent:
- Select Download.
- Tikit will prompt to download HelpBot.zip.
- Upload HelpBot for your Organization
- As a Teams Admin, in the lower left corner of Teams, choose the Apps icon. On the Apps page, choose Upload a custom app.
- Then select Upload for MyOrganization where MyOrganization is your companies name.
- From here you have two options. You can instruct your end users to access and install the HelpBot from your organization’s Teams app store or the preferred method: “deploy” HelpBot to your users via a Setup Policy, make sure to pin HelpBot to your users sidebar.
Configure settings for Tikit and the HelpBot virtual agent via Bot Configuration in the Settings tab.
To update the Teams app settings using the Settings tab:
| Score Value | Score Meaning |
|---|---|
| 90 - 100 | Exact Match A near exact match of user query and a KB question. |
| > 70 | High confidence Typically a good answer that completely answers the user's query. |
| 50 - 70 |
Medium confidence Typically a fairly good answer that should answer the main intent of the user query.
The recommended threshold that should would for most KBs is 50. |
| 30 - 50 | Low confidence Typically a related answer that partially answers the user's intent. |
| < 30 | Very low confidence Typically does not answer the user's query, but has some matching words or phrases. |
| 0 | No match No answer found. HelpBot will prompt to create a new ticket if there's no match. |
- If Accuracy is more important, increase your threshold. This means HelpBot will be more confident in an answer when replying, but you may end up leaving more questions unanswered and turned into tickets.
- If Coverage is more important, decrease your threshold. This means HelpBot will answer more questions, but some answers may only be a partial match to the user’s question.
To update the users synced to Tikit:
- In the left navigation, open Users.
Analysts can search and find Tikit users from Settings > Users.
To sync user data from AAD:
- In Settings > Users, select Sync All Users.
- Tikit will sync all Tikit users’ information from AAD
To view a user’s details from Settings > Users:
- In Settings > Users, find and select a user to open user details.
- Tikit will sync all Tikit users’ information from AAD
- Tikit will sync all Tikit users’ information from AAD
- Tikit will sync all Tikit users’ information from AAD
The user details page provides links for Azure Active Directory (AAD), Office 365, and Intune for user.
View the installed version of the HelpBot virtual agent and Tikit Teams apps.
To install the Tikit app for a user, select Install Now.
To update Groups using the Tikit Settings tab:
- In the left navigation, go to Groups to view and edit Groups.
- Hover over the labels or check out the following key section for more details.
Select a Group’s name to edit group. 3 of 5 4 Group description. 4 of 5 5 Group member(s). 5 of 5
- New Group Add a new Group.
- Search Search for specific Group by name, description, or member.
- Name Group name. Select a Group’s name to edit group.
- Description Group description.
- Members Group member(s).
To add a new Group:
- In Settings > Groups, select + New Group to open the New Group form.
- Enter a new Group Name and an optional Description.
- Using the channel picker, select the channel to associate with the group. The Tikit app must be added to the Team for the channel.
- Search for and add team members to the group. Team members must be a member of the Team’s channel.
- Select Save to save the group.
To edit an existing Group:
- In Settings > Groups, select a Group’s name to edit it.
- Enter a Group Name and an optional Description.
- Using the channel picker, select the channel to associate with the group. The Tikit app must be added to the Team for the channel.
- Search for and add team members to the group. Team members must be a member of the Team’s channel.
- Select Save to save the group.
To update Tags using the Tikit Settings tab:
- In the left navigation, go to Tags to view and edit Tags.
- Hover over the labels or check out the following key section for more details.
- New Tag Add a new Tag.
- Search Search for specific Group by name.
- Name Tag name. Select a Tag’s name to edit tag.
- Actions Available tag actions, like Delete.
- Delete Delete Tag.
To add a new Tag:
- In Settings > Tags, select + New Tab to open the New Tag form.
- Enter a new Tag name.
- Select Save to save the Tag.
To edit an existing Tag:
- In Settings > Tags, select a Tag’s name to edit it.
- Update the Tag Name.
- Select Save to save the Tag.
Tikit makes sure that analysts are updated when their assigned requests are updates with Teams chat notifications.
Ticket has been assigned.
A new comment has been added.
Ticket has been updated.
