General Web App Concepts

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    The Tikit web app provides a central source for analysts to view and work tickets as well as updating settings & configuration. See Settings & Configuration for more details.

    The Tikit web app can be accessed via browser by navigating to https://app.tikit.ai.

    To open the new Tikit web app (Beta), navigate to https://web.tikit.ai. See Tikit Web App (Beta) for more details. 

    Analysts can navigate the Tikit Web App through several standard UIs. Header navigation is visible on all pages and there are separate home and settings navigation bar.

    The header is visible on all pages in the Tikit Web App.

    1 Search for specific results. 1 of 4 2 Export current table as a Microsoft Excel Document (.xlsx). 2 of 4 3 Reset the table to the default display settings. 3 of 4 4 Add new item based on the current table.
    For example, creating a new Ticket or Tag. 4 of 4
    1. Home Open Tikit homepage, the Tickets page.
    2. Logged In User Currently logged in user.
      • To log out, select the down arrow and then select Log Out.
    3. Help Center Follow interactive user guides on Tikit.
    4. Settings Open the Settings page.

    Navigate the main Tikit web app pages: Tickets, Reports, and Users.

    1 Search for specific results. 1 of 4 2 Export current table as a Microsoft Excel Document (.xlsx). 2 of 4 3 Reset the table to the default display settings. 3 of 4 4 Add new item based on the current table.
    For example, creating a new Ticket or Tag. 4 of 4
    1. Home Open Tikit homepage, the Tickets page.
    2. Tickets Open Tickets page.
    3. Reports Open Reports page.
    4. Users Open Users page.

    Navigate the Tikit settings pages. To learn more, check out the Settings & Configurations.

    1 Search for specific results. 1 of 3 2 Export current table as a Microsoft Excel Document (.xlsx). 2 of 3 3 Reset the table to the default display settings. 3 of 3
    1. Filter Search for specific settings pages by name.
    2. Manage Configuring Tikit-specific settings.
    3. Settings Configuring connectors.

    The Tikit Web App uses tables to display, filter, and sort views like Tickets, Users, Automations and Tags.

    1 Search for specific results. 1 of 8 2 Export current table as a Microsoft Excel Document (.xlsx). 2 of 8 3 Reset the table to the default display settings. 3 of 8 4 Add new item based on the current table.
    For example, creating a new Ticket or Tag. 4 of 8
    5 Filter results based on a specific table column. 5 of 8 6 Potential actions based on table.
    For example, Deleting a Ticket or viewing Ticket history. 6 of 8
    7 Tables support pagination for navigating results with the option to limit the number of items per page or even displaying all results. 7 of 8 8 Refresh results without changing any table settings. 8 of 8
    1. Search Search for specific results.
    2. Export to Excel Export current table as a Microsoft Excel Document (.xlsx).
    3. Reset Table Settings Reset the table to default display settings.
    4. Add Add new item based on the current table.
      • For example, creating a new Ticket or Tag.
    5. Column Filters Filter results based on a specific table column.
    6. Actions Potential actions based on table.
      • For example, Deleting a Ticket or viewing Ticket history.
    7. Pagination Navigating results with the option to limit the number of items per page or even displaying all results at once.
    8. Refresh Table Refresh table without changing table settings. 

    Tikit Tickets have customizable dropdowns for Categories, Priority, and Status fields that make it easy to set a default value, change the list order, nesting, and even creating your own custom options to suit your business needs.

    1 Drag and drop dropdown values to change their order or drop onto another value to created a nested option. 1 of 4 2 Archive a value to hide it from end users. 2 of 4 3 Open the edit form to change the value and set it as the default. 3 of 4 4 Add new dropdown value. 4 of 4
    1. Sort Drag and drop dropdown values to change their order or drop onto another value to created a nested option.
    2. Archive Archive a value to hide it from end users.
    3. Edit Open the edit form to update the value or set it as the default.
    4. Add Add new dropdown value based on the current dropdown list.
      • For example, creating a new Priority or Category option.

    To add a custom dropdown value using the Tikit Web App:

      1. Open the dropdown’s page from the Settings sidebar. We’ll be adding a custom Status in this example.
      1. Select the Add button to add a custom dropdown value.
      2. In the New form, enter value and whether it will be the default on ticket creation. The table following the image describes each setting and their parameters.
      Field Required Description Example
      Value Yes Display name for the status.
      Value has a max length of 75 characters.
      Networking
      Default Specifies whether the new status is the default option for new Tickets and dropdowns in the Web App and Teams Apps.
      Defaults to unchecked
      Unchecked
      1. Click Ok to save the status.

      Our focus first and foremost is building the best possible ticketing experience for Teams and in that spirit we are adding many of the features available in the Tikit web app at https://app.tikit.ai to our new Tikit web app (beta) at https://web.tikit.ai. The new web app will be available directly in Teams and in a browser.

      The new Tikit web app can be accessed via browser by navigating to https://web.tikit.ai.

      The new Tikit web app can be accessed via the Settings, My Work, and Tickets tabs in Teams. For more details, please see the Tikit Teams App.

      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.

      To view the Tickets dashboard:

      • In the left navigation, go to Tickets.

      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:

      1. Select + Add Ticket to open the New Ticket form.
      1. Enter your ticket details and select Create.

      To edit a ticket from the Tickets tab:

      1. Find and select a ticket to edit.
      1. Update ticket details on the right.
      1. Add replies to the ticket, optionally checking Is Private, by entering a new message then selecting the Send button.
      2. Once you are done editing the ticket, select Save.

      To view the My Work dashboard:

      • In the left navigation, go to My Work.

      A list of your calendar events.

      A list of active tickets assigned to you. Active tickets have a status other than Closed or Deflected.

      Select a ticket to view and edit it.

      A list of the Planner tasks assigned to you. New tasks can be added and current tasks can be completed, re-assigned, and deleted. 

      To add a new task:

      1. Select + Add.
      1. Enter in the task information.
        1. Select a shared plan from Planner. If you do not have a shared plan, see below for steps on creating a new one.
        2. Select a bucket.
        3. (Optional) Select a due date for the task.
        4. Select users to assign task to. If you do not add yourself as an assigned user this task will not be listed after adding.
      2. Once the task information is entered, select + to add the task.

      You have added a task!

      If you do not have a shared plan to add tasks to, you may need to create one in the Tasks by Planner and To Do app in Teams.

      To create a shared plan in Teams:

      1. Open the Tasks by Planner and To Do app, then select + New list or plan.
      1. Enter in a plan name, then select the Team and Channel to create a shared plan.
      2. Select Create to create the shared plan.

      You have created a shared plan and are ready to start adding tasks!

      A list of your emails.

      Select the subject for an email to open it in your mailbox.

      To view and update the ticket deflection knowledge base:

      • In the left navigation, go to Knowledge to view and edit your ticket deflection knowledge base.
      1. Add QnA Pair Add a new QnA pair to knowledge base.
      2. Save Save changes to kb.
      3. Search Search for specific Question and Answer (QnA) pairs.
      4. Questions Ticket deflection questions. Questions can include alternate phrasing to provide more conversational responses to users.
      5. Answers Ticket Deflection answers.
      6. Delete Phrasing Delete alternate question phrasing from QnA pair.
      7. Delete QnA Pair Delete QnA pair from knowledge base.
      8. Add Alternate Phrasing Add additional phrases to a Question for more conversational responses.
      1 Add a new QnA pair to knowledge base. 1 of 8 2 Save changes to knowledge base. 2 of 8 3 Search for specific Question and Answer (QnA) pairs. 3 of 8 4 Ticket deflection questions.
      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

      To add a QnA (Question and Answer) pair:

      1. In the header, select Add QnA pair.
      1. Enter values in the Question and Answer fields in the new QnA pair.
      2. To add alternate phrasings to the Question, select Add alternate phrase.
      1. Select Save to save your changes to the knowledge base.

      To delete a QnA (Question and Answer) pair:

      1. Select the Delete button to remove a QnA pair.
      1. Select Save to save your changes to the knowledge base.

      View and update settings for the Tikit app and HelpBot virtual agent via 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.
      1. 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.
      1. 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.
      1. 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:

      1. Select Download.
      2. Tikit will prompt to download HelpBot.zip.
      3. Upload HelpBot for your Organization
        1. As a Teams Admin, in the lower left corner of Teams, choose the Apps icon. On the Apps page, choose Upload a custom app.
        2. Then select Upload for MyOrganization where MyOrganization is your companies name.
      4. 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:

      The Ticket Deflection Score threshold lets HelpBot know when to reply to a request with a Ticket Deflection knowledge base answer or prompt to create a new Ticket. HelpBot’s confidence in an answer is known as the confidence score, a number between 0 and 100. A score of 100 is likely an exact match, while a score of 0 means that no matching answer was found.
      The following table provides a general guide to the levels of confidence based on their score:
      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.​
      The recommended threshold is 50 but you may want to adjust it to balance between accuracy and coverage of questions:
      • 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.
      For more detailed info on the confidence score, please see the docs for Confidence score.

      Analysts can search and find Tikit users from Settings > Users.

      To update all users’ data from AAD: 

      • In Settings > Users, select Update All Users.
      • An “Updating all user data…” message will display while all user data is being updated from AAD. When finished, the Users page will be reloaded.

      To view a user’s details from Settings > Users:

      • In Settings > Users, find and select a user to open user details.
      • Tikit will update the Tikit users’ information from AAD.
      • An “Updating user data…” message will display while the user data is being updated. When finished, the user details page will be reloaded.

      The user details page provides links for Azure Active Directory (AAD), Office 365, and Intune for user.

      You may need to update the user if these links are not displayed.

      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 view groups in the Tikit web app:

      • In the left navigation, go to Groups to view and edit groups.
      1 Add a new Group. 1 of 5 2 Search for specific Group by name, description, or member. 2 of 5 3 Group name.
      Select a Group’s name to edit group. 3 of 5
      4 Group description. 4 of 5 5 Group member(s). 5 of 5
      1. New Group Add a new Group.
      2. Search Search for specific Group by name, description, or member.
      3. Name Group name. Select a Group’s name to edit group.
      4. Description Group description.
      5. Members Group member(s).

      To add a new Group:

      1. In Settings > Groups, select + New Group to open the New Group form.
      1. Enter a new Group Name and an optional Description.
      2. Using the channel picker, select the channel to associate with the group. The Tikit app must be added to the Team for the channel.
      3. Search for and add team members to the group. Team members must be a member of the Team’s channel.
      4. Select Save to save the group.

      To edit an existing Group:

      1. In Settings > Groups, select a Group’s name to edit it.
      1. Enter a Group Name and an optional Description.
      2. Using the channel picker, select the channel to associate with the group. The Tikit app must be added to the Team for the channel.
      3. Search for and add team members to the group. Team members must be a member of the Team’s channel.
      4. 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.
      1 Add a new Tag. 1 of 5 2 Search for specific Tag by name. 2 of 5 3 Tag name. Select a Tab’s name to edit tag. 3 of 5 4 Available tag actions, like Delete. 4 of 5 5 Delete tag. 5 of 5
      1. New Tag Add a new tag.
      2. Search Search for specific tag by name.
      3. Name Tag name. Select a tag’s name to edit tag.
      4. Actions Available tag actions, like Delete.
      5. Delete Delete tag.

      To add a new Tag:

      1. In Settings > Tags, select + New Tab to open the New Tag form.
      1. Enter a new Tag name.
      2. Select Save to save the Tag.

      To edit an existing Tag:

      1. In Settings > Tags, select a Tag’s name to edit it.
      1. Update the Tag Name.
      2. Select Save to save the Tag.

      To delete an existing Tag:

      1. In Settings > Tags, select the trashcan in the Actions column to delete a specific tag.

      Note that this will immediately delete the tag.

      October 18, 2021
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