HelpBot Teams App

HelpBot is your end users “portal” to getting problems solved. Once you deploy HelpBot to all your end users they will be able to quickly submit request and get answers.

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.

For more information on the Tikit teams app please go here.

Download HelpBot

Before you can install HelpBot you will first need to download the app manifest zip:

  1. Sign in to the Tikit Web App.
  2. On the page header, select the gear icon gear to open Tikit Settings.
  3. In the left navigation, go to Settings > Microsoft Teams.
  4. Select Download HelpBot App.
  5. Tikit will prompt to download
Install/Upload HelpBot

The preferred method of installing HelpBot is via the Teams admin center (see Upload your custom apps in the Microsoft Teams admin center). We recommend creating an App Permission policy that will allow you to control who can install custom apps and creating an App Setup policy to “deploy” and pin HelpBot to your desired end users. Make sure to read the HelpBot Recommended Setup Guide for complete details.

You can also install HelpBot from your Teams app, assuming you have permissions (see Manage custom app policies and settings).

  1. In the lower left corner of Teams, choose the Apps icon. On the Apps page, choose Upload a custom app.
  2. You can then choose to:
    1. Upload for me or my teams
    2. Or  Upload for MyOrganization *where MyOrganization is your companies name.
  3. Option 1 above is best if you just want to “play/test” HelpBot and Option 2 is best when coupled with desired Custom App Policies
Deploy HelpBot

Once you have HelpBot installed you have few options in order to get it to your users:

  • You can add HelpBot to your Organizations Catalog, which allows any user to install it. Assuming you don’t have an App Permission Policy blocking it.
  • You can “deploy” HelpBot to your users via an App Setup Policy.

Users can easily add HelpBot in Teams:

  1. Select Apps in the Teams sidebar to open the Apps tab.
  1. Find and select HelpBot to open the HelpBot app’s details window.
  1. In the Helpbot details window, select Add.

Congrats! You’ve added the HelpBot virtual agent to your Teams.

We recommend pinning the HelpBot virtual agent to the Teams sidebar for ease of access. You can right click on HelpBot in the sidebar and select Pin, or if the app is not in the Teams sidebar you can find and pin HelpBot with the following steps.

To find and pin HelpBot in Teams:

  1. Select Format icon in Teams. (More added apps) in the Teams sidebar, then search for HelpBot.
  1. Select the HelpBot app to open the app. HelpBot can be pinned to the sidebar by right-clicking or selecting Format icon in Teams. (More options) then selecting Pin.

That’s it! The HelpBot virtual agent is now pinned to your Teams sidebar.

The ticket deflection knowledge base allows the HelpBot App to intelligently respond to user questions with useful answers to lower the ticket workload of analysts. Tikit uses Azure’s natural language processing (NLP) to train HelpBot to answer your common user requests.  Tikit is also gearing up for tracking deflected tickets. If a ticket deflection is successful, Tikit automatically creates a new ticket with the Deflected status, the user’s question as the title, and the kb answer as a comment. For more information on training your ticket deflection knowledge base, check out the Tikit Teams App docs.

To make a request in the HelpBot App:

  1. Open the HelpBot App.
  1. Send a message to HelpBot. HelpBot will either reply with an answer from the Tikit knowledge base or if there is no related answer, quick shortcuts to make a new request or view your requests’ status.
  1. If HelpBot replies with ticket deflection, then select an answer in the Was this answer helpful? prompt:
    • No Display the Make a request field to continue making a request.
    • Yes Automatically create and close a ticket as Deflected.
  2. If HelpBot replies with a Hey! message, select Make a request.
  3. Make any changes needed in Make a Request, then select Submit.
  1. HelpBot will reply with a request received message for the new ticket. Selecting one of the shortcuts in this reply will autofill commands you can send to HelpBot:
    • Status of my requests
    • Reply to ticket
    • View ticket

Users can view their requests by sending a quick message to HelpBot. Thanks to Natural Language Processing, there is no specific command, code, or sequence to remember! For example, users can message HelpBot with “my requests”, “requests”, “tickets”, or even “tikits” and HelpBot will helpfully respond with a summary of their requests.

To view my requests in the HelpBot App:

  1. Send HelpBot “my requests” or a similar message and HelpBot will reply with a list of the user’s requests.
  1. For more ticket details, select the Title of any result and HelpBot will reply with request details.

Ticket and notification cards in HelpBot have handy Reply to Ticket sections for users to add comments to their requests.

To reply to a ticket in the HelpBot App:

  1. Enter a new comment in the Reply to Ticket field.  If the Reply to Ticket field is hidden, select Reply to see it.
  1. Select Send to save the comment. HelpBot will reply with the updated ticket and send a notification to the assigned analyst.

Ticket and notification cards in HelpBot have handy Add Attachment buttons to attach files to their requests.

To add an attachment in the HelpBot App:

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.

  1. Select Add Attachment and HelpBot will ask you to send a file to attach. Once attached, HelpBot will report back with all attachments for the specific ticket.

Attachments are shown in the ticket card. Select a filename to open the attachment.

Note that only analysts and the ticket requester are given access to the file once uploaded from the chat to HelpBot.

HelpBot will display the latest three comments on a ticket by default, but users can view the rest in the Conversation History window.

To show the full conversation for a ticket in the HelpBot App:

  1. Find a request and select Show Full Conversation to see Conversation History.
  1. In the Conversation History window, users can see previous comments and add new replies to the ticket.
  1. To add a new comment from the Conversation History window, select Reply, enter a comment, and select Send to add the comment.

HelpBot makes sure that users are updated on the status of their tickets with Teams notifications.

Here are some examples:

Ticket has been assigned to Analyst.

A new comment has been added to ticket.

Ticket has been updated.

Coming soon, any notifications received from the HelpBot virtual agent will also be added to the user’s Activity Feed. Activity Feed notifications will link to the original notification from HelpBot.

In this article