Ryan Lane

Great that HelpBot is going out, not so great on the delay from Teams but good to hear there’s progress haha.
Can you send me a quick screencap of those notifications at help@tikit.ai? As I understand it our HelpBot notifications are done almost immediately after ticket creation or update rather than through a queue so I’d like to confirm what they’re seeing. Thanks!

Hi Sebastian,
Sorry for the trouble with attachments. It may just be an issue of configuration in either Teams or Tikit. Here is a list we can check for attachments in Teams, the Tikit web app at https://app.tikit.ai, and AAD:
1. Tikit is added to a Team and updated to version 1.9.13 (Teams > Manage Team > Apps)
2. Tikit triage channel is set (Tikit Web App > Settings > Microsoft Teams)
3. The Team is added to the Analysts app role in Tikit (Tikit Web App > Settings > Security)
4. Admin consent has been granted for Tikit (AAD > Enterprise Applications > Tikit > Permissions)
– Once granted, make sure to head to the Tikit web app at https://web.tikit.ai to confirm no other permissions prompts appear.

We also just released an update to Tikit recently that includes a new set of permissions for the new Tikit web app features at https://web.tikit.ai.

You can also schedule a time via my calendar at https://meetings.hubspot.com/tikit-support/support-call or if our time zones don’t quite match up we can work out a better time for you, just let me know!

Hi Reinhard,
Sorry for the trouble getting HelpBot up and running. The most common solution I have seen when running into saving errors with Teams app setup and permissions policies is waiting 24-48 hours. I’m unsure if it’s a data center or configuration issue in the Teams app catalog that causes this error, but in each case it was resolved by waiting a day before trying again.
Sorry again for the trouble and please let me know if waiting helps or if you have any other questions.

Hi Reinhard and thanks for reaching out. There is a workaround for using a shared mailbox with the email connector by setting a password in AAD for the mailbox and logging in with those credentials. When a shared mailbox is created in AAD then a corresponding user is also generated for that mailbox. That user’s password can be reset using the Azure Portal User’s blade which would allow logging in as the shared mailbox to setup the email connector in Tikit.
Please let me know what you think. Thanks!

Hi Dillon,
Thanks for reaching out to let us know. I’ll work with the dev team to get the missing Redirect URIs sorted out. In the meantime, you can use the following workaround to log into web.tikit.ai before opening the KB Editor:
1. Open https://web.tikit.ai/ and login.
2. Open https://web.tikit.ai/settings/knowledge.

Hi Michael,
James looped me in and I was able to reproduce this issue. I will work with the engineering team to get this resolved.
In the meantime, you can update the trigger type to Added & Modified and add an additional filter for Due Date Is Null to create an automation that will assign a due date on ticket creation based on priority.
Trigger Type: Added & Modified
If:
Select AND to require both Filters to be true.
Priority Equal 3 (Low)
Due Date Is Null