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Tikit Setup Guides

Tikit Quick Start

In this article we will run through the steps to quickly get Tikit up and running. Allow Tikit in Microsoft 365 Looking for more details

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Tikit TVA Setup

Overview The following setup guide will walk you through distributing Tikit VIrtual Agent (TVA) to your Teams users. From a high level, you will be

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Tikit System Requirements

The information below outlines the basic requirements and recommendations to run Tikit in your organization. The items listed below have been tested and verified as

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Tikit in Teams

Updating Tikit

The Tikit app automatically upgrades in the background in your environment and the Tikit Virtual Agent app can be pushed out via a Teams App

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How to Use Tikit

With the Tikit Teams App, Agents can quickly triage and solve problems without leaving Teams. A triage channel gives your support team a live view of

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How to Use TVA

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

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Tikit in Web

Tikit in Web - Agent Experience

Tickets

Analysts can find and work tickets in the Tickets page. The Tickets page provides agents the ability to view a list of tickets, see tickets

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My Work

My Work provides agents the ability to see their currently active Tickets, Approvals, Tasks. Plus they can also view their upcoming calendar events, Tasks from

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My Group Work

The My Group Work view is similar to the My Work view, but also shows you all the tickets assigned to any Support Groups that

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Knowledge

Analysts can view and edit entries to retrain the Ticket Deflection Knowledge Base from the Knowledge page. Professional KB responses can be created with a

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Users

Analysts can find and update Tikit users from the Users settings page. https://www.youtube.com/watch?v=fqOnw0Xh-_g Table of Contents Add a header to begin generating the table of

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Tikit in Web - Settings

Access Tokens

Access tokens provide a way to authenticate to the Tikit API for use in external services like PowerShell, Power BI, and Power Automate. https://www.youtube.com/watch?v=GPM014HWx7Y Table

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Security

Tikit provides role-based access control (RBAC) to enforce authorization in both the web and Teams apps. There are several app roles available: Administrators, Super Agents,

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Automation

Admins can create automation workflows to automatically update ticket properties. Automations support multiple triggers, including added, deleted, modified, and added & modified. Table of Contents

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Category

Manage category picker values from the Category settings page, including updating category names, reordering and nesting values, and (un)archiving values. Table of Contents Add a

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Teams

Note Multi Department only applies to the Microsoft 365 Service Desk and ITSM Editions. For more info about the differences between product editions, see our

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Groups

Manage groups in Tikit to direct work to multiple channels in Teams. https://www.youtube.com/watch?v=DF7SPAk-R38 Table of Contents Add a header to begin generating the table of

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Priority

Manage priority picker values from the Priority settings page, including updating priority names, reordering and nesting values, and (un)archiving values. Table of Contents Add a

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SLA

SLAs, which define IT service desk service and standards, are woven into Tikit’s process, so that you can better monitor progress and deadlines in the

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Status

Manage status picker values from the Status settings page, including updating status names, reordering and nesting values, and (un)archiving values. Table of Contents Add a

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Surveys

Surveys are a way to gauge how well agents are performing from a customer satisfaction perspective. When tickets are set to Resolved, the Ticket Virtual

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Tags

Tags are an alternative way to organize your tickets, allowing for on the fly tagging to quickly associate your tickets with different processes, themes or

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Templates

Templates are great to quickly set properties on tickets and request additional information from requesters. Templates can be used in ticket deflection and manually applied

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Ticket Types

Ticket Types allow for you to further identify and group your tickets into different themes. A common use for ticket types will be to identify

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Lifecycle

With Lifecycles, you can define your own business logic that is required in order to Resolve and/or Close a Ticket. This includes creating Phases of Work,

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Billing

View and update your subscription plan, change license allocation, payment method, billing information, and view previous invoices from the Billing settings page. Table of Contents

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Bot Configuration

View and update settings for the Tikit app and Ticket Virtual Agent agent app via Bot Configuration. Table of Contents Add a header to begin

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Email Connector

Connect Tikit to an M365 mailbox. All emails sent to the connected mailbox will automatically open new tickets in Tikit. Note that connecting a shared mailbox

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Consent Management

Many of the features in Tikit are enhanced by integrating with your M365 data. As a result, multiple features need additional consent in order to

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Preferences

Enable Dark Mode To enable Dark Mode, go to Settings -> Preferences: Setting the Theme to Light will result in the default theme.Setting the Theme to

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Tikit in Web - End User Experience

Requests Portal

End users can find and view their requests in the Requests dashboard. Table of Contents Add a header to begin generating the table of contents

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