Settings & Configurations

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    To access the Settings Control Panel:

    1. Sign in to the Tikit Web App.
    2. On the page header, select the gear icon gear to open Tikit Settings.

    Use the left navigation to find and open Settings pages.

    Tikit provides role-based access control (RBAC) to enforce authorization in both the web and Teams apps. Using Application Roles simplifies the permissions process by granting permissions to specified roles and not to individual users or groups. Then administrators can assign Application Roles to different users or groups to control who has access to Tikit.

    Application Roles define permissions for all Views into the four categories Create, Read, Update, and Delete (CRUD) and Actions/Function as Execute. App role permissions are cumulative, meaning that users start with no permissions and administrators add permissions as needed. There are four built-in application roles in Tikit: Administrators, Analysts, Users, and Anonymous.

    Application Roles define permissions for all Views, Actions, and Functions available in the web and Teams apps.

    By default, Tikit provides 4 Application Roles to manage users:

    Role Description
    Administrators The Administrators role has access to all Settings, Configurations, Views, Actions, and Functions.
    By default, the user that provisioned Tikit is mapped to the Administrators role.
    Analysts The Analysts role has access to create, read, and update Views but cannot delete them.
    Required for Tikit Teams App access.
    It has no default mapped roles.
    When an Administrator installs Tikit to a team in MS Teams, Tikit will map that Team's associated AD group to the analyst role.
    Users The Users role has read-only permissions to Views.
    It has no default mapped roles.
    Anonymous The Anonymous role is used by apps or service accounts to connect to Tikit.
    It is not intended for user access.

    App role membership is determined via two methods:

    • Tikit administrators manually mapping users or groups to an app role.
    • User is a member of a Microsoft 365 Group with a name matching an existing app role.
      • For example, if the user AdeleV is a member of the Microsoft 365 Group Users then they will automatically be a member of the Built-In Users app role.

    To update an Application Role’s mapped roles in the Tikit Web App:

      1. In the left navigation, go to Manage > Security.
      1. In Application Roles, select the Application Role to update. See Built-In Application Roles for more details on roles.
      1. In Mapped Roles, select a user or Team in Provider role/username to be mapped. Note that users may not appear in this list unless they have interacted with the Tikit or HelpBot apps.
      1. Select Add to map the selected user or Team to the app role.
      1. The new mapping should be visible in the list below the field.
        Select Remove to remove mapped roles.
      1. Select Save to save your changes.

      To assign a user or group to an app role using Microsoft 365 Groups:

      1. Sign in to the Azure portal.
      2. In Azure Active Directory, select Groups in the left-hand navigation menu.
      3. Select the Microsoft 365 Group that matches the Name of the Tikit app role (ex. Users or Analysts).
      4. Under Manage, select Members.
      5. Select Add members.
      6. Search for and select the users to add to the group.
      7. Select Select to save your changes in Azure.

      For details on Automations settings, head to Automations.

      For info on configuring dropdowns, head to Dropdowns in General Web App Concepts.

      To add a custom Category using the Tikit Web App:

        1. In the left navigation, go to Manage > Categories.
        1. Select Add Add to open the New Category form.
        1. In the New Category form, enter the settings for the category. See the following table for info on the form fields.
        Field Required Description Example
        Value Yes Display name for the category.
        Value has a max length of 75 characters.
        Networking
        Default Specifies whether the new category is the default option for new Tickets and dropdowns in the Web App and Teams Apps.
        Defaults to unchecked
        Unchecked
        1. Select Ok to save the category.

        For info on configuring dropdowns, head to Dropdowns in General Web App Concepts.

        To add a custom Category using the Tikit Web App:

          1. In the left navigation, go to Manage > Priority
          1. Select Add Add to open the New Priority form.
          1. In the New Priority form, enter the settings for the priority. See the following table for info on the form fields.
          Field Required Description Example
          Value Yes Display name for the priority.
          Value has a max length of 75 characters.
          Networking
          Default Specifies whether the new priority is the default option for new Tickets and dropdowns in the Web App and Teams Apps.
          Defaults to unchecked
          Unchecked
          1. Select Ok to save the priority.

          For info on configuring dropdowns, head to Dropdowns in General Web App Concepts.

          To add a custom Status using the Tikit Web App:

            1. In the left navigation, go to Manage > Status.
            1. Select Add Add to open the New Status form.
            1. In the New Status form, enter the settings for the status. See the following table for info on the form fields.
            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. Select Ok to save the status.

            For more info on using tables in the web app, please see Tables in General Web App Concepts.

            To add a custom Tag using the Tikit Web App:

              1. In the left navigation, go to Manage > Tags.
              1. Select the Add Add to open the New Tag form.
              1. In the New Tag form, enter the settings for the tag. The table following the image describes each setting and their parameters.
              Field Required Description Example
              Value Yes Display name for the tag.
              The name must be unique so it cannot be the same as an existing tag.
              This value has a max length of 256 characters.
              Networking
              1. Select Ok to save the tag.

              The ticket deflection knowledge base allows HelpBot 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 support answering your users’ common requests with useful responses as an intelligent FAQ.

              To open the Beta Edit KB UI from the Tikit Web App:

              1. In the left navigation, go to Manage > Knowledge.
              2. Select Edit Knowledgebase to open the Beta Edit KB UI. See below for more details.
              1 Search for specific Question and Answer (QnA) pairs. 1 of 8 2 Add a new QnA pair to knowledge base. 2 of 8 3 Save changes to knowledge base. 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
              1. Search Search for specific Question and Answer (QnA) pairs.
              2. Add QnA Pair Add a new QnA pair to knowledge base.
              3. Save Save changes to kb.
              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.

              To add to the Ticket Deflection kb with the Tikit Teams App, see Ticket Deflection.

              To add a QnA (Question and Answer) pair in the Beta Edit KB UI:

              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 in the Beta Edit KB UI:

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

              Tikit consists of multiple Teams applications. The goal of each app is to solve the needs of the particular user that interacts with it. The Tikit Teams App helps Analysts to quickly triage and solve tickets from Teams, while the HelpBot is the concierge to your end-users.

              When the Tikit Teams App is installed, it sends a custom welcome message to the Analyst. This message provides a quick introduction to your Analysts and is a great place to include some initial suggestions or useful links to get them started.

              Plain text and limited markdown in Teams is supported. Please see available options.

              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. The Teams channel can be named whatever you like since we use the internal Teams channel id to keep track of it. Once you have added or designated a channel in Teams for triage, message Tikit from that channel with the set triage command below to set the triage channel id.

              IT IS RECOMMENDED THAT YOU FOLLOW THE METHOD BELOW TO SET YOUR TRIAGE CHANNEL ID, INSTEAD OF POPULATING THE FIELD MANUALLY!

              To update the Tikit Triage Channel Id from Teams:

              1. Sign in to Teams as a Tikit Administrator.
              2. Confirm that the Tikit App is installed.
                • Please see Getting Started for adding and installing the Tikit App to Teams.
              3. Navigate to the Teams channel you want to set as the triage channel.
              4. Type, do not copy and paste, the following set triage command to Tikit:
              @Tikit set triage
              1. Tikit will respond with a confirmation that the triage channel has been set successfully.

              To download the HelpBot Teams App:

              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 HelpBot.zip.

              To install the HelpBot Teams App to your Organization:

              1. 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.
              2. From here you have two options you can instruct your end users to access and install the HelpBot from your organizations 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.

              Just like the Tikit Teams App, the HelpBot App also sends a customizable welcome message on installation. This message provides a quick introduction to your end-users and is a great place to include some initial suggestions, direction, or useful links to get them started.

              Plain text and limited markdown in Teams is supported. Please see available options.

              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 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, so the answer is not returned.
              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.

              You can view your current subscription and billing info via the Billing setting page. The subscription email, billing address, and card information can also be updated from Billing settings.

              To view the Billing settings page:

              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 > Billing.

              The Subscription section displays information for your current subscription or trial info:

              Account Email The email address for any email notifications for your subscription.

              User Count The total number of users with HelpBot or Tikit installed. Subscription costs are calculated using this count.

              Billing Plan Your billing or trial plan and its current status; active or inactive.

              Next Billing Date The next date you will be billed for active subscriptions. All transactions will be billed from Cireson LLC.

              The Billing section displays your current billing address and allows you to update your address or card information.

              To update billing information:

              1. Navigate to the Billing settings page:
                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 > Billing.
              2. Under Subscription, update the Account Email field if needed. This email is used for email notifications for subscriptions, including successful or failed payments.
              3. Under Billing, update the billing address fields and the Credit Card information as needed.
                1. MM/YY is the expiration of the credit card.
                2. CVC is the Card Verification Code, typically found on the back of the card.
              4. Select Setup Payment to update your billing information.

              To cancel an active subscription:

              1. Navigate to the Billing settings page:
                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 > Billing.
              2. Select Cancel Subscription.
              3. In the Warning dialog, select Ok to confirm.

              Connect Tikit to an existing Office 365 mailbox. All emails sent to the connected mailbox will automatically open new tickets in Tikit.

              To configure the Email Connector you will need to Grant Consent and then Connect the O365 mailbox. Note that connecting a shared mailbox is supported to avoid having to use a license.

              To view the Email Connector settings page:

              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 > Email Connector.
              1. Navigate to the Email Connector settings page:
                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 SettingsEmail Connector.
              2. Select Grant Consent To Email Read & Send Permissions.
              1. Microsoft will prompt for credentials in order to grant permissions to the Tikit app. If you see “Need admin approval” please try again using an admin account.
              1. Select Accept to accept permissions.
              1. Select Connect O365 Mailbox. Microsoft will prompt to login to an O365 mailbox. Note that connecting a shared mailbox is supported to avoid having to use a license.
              1. After successfully connecting the O365 mailbox, you will be redirected back to the Tikit Web App and prompted to login under your original account.
              1. You have successfully configured the email connector and are ready to turn emails into tickets!

              To connect a new mailbox select Disconnect Current Mailbox And Connect New O365 Mailbox

              To disconnect the current mailbox select Disconnect Current Mailbox.

              Tikit offers a comprehensive REST API using OData. The OData interface can be found at https://app.tikit.ai/api and access to the API is managed via access tokens. The level of permissions granted by access tokens is based on Tikit app roles. By default, access tokens provide access at the level of the User app role, but can be given additional roles on creation from the creating user’s mapped roles. For more details on Tikit app roles, please see Security.

              Tikit administrators can view all access tokens, while analysts can only see tokens that they have created.

              To view the tokens settings page:

              1. Sign in to the Tikit Web App.
              2. On the page header, select the down arrow next to currently logged in user, then select Access Tokens.
              1

              Search for specific tokens.

              1 of 6
              2

              Export current table as a Microsoft Excel Document (.xslx).

              2 of 6
              3 Reset the table to default display settings. 3 of 6 4 Add a new token. 4 of 6 5 Select the token name to view details. 5 of 6 6 Delete the token. 6 of 6
              1. Search Search for specific tokens.
              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 a new token.
              5. Token Name Select the token name to view details.
              6. Delete Token Delete the token.

              To view a token’s details:

              1. In the tokens settings page, select a token’s name to view more details.
              • Name The token’s name.
              • Expiration Date When the access granted by the token will expire.
              • Application Roles The app roles granted when using the access token.

              To add a new access token:

              1. In the tokens settings page, select the Add button to create a new token.
              1. In the new token form, enter the token’s details:
              • Name The token’s name.
              • Expiration Date When the access granted by the token will expire.
              • Application Roles The app roles granted when using the access token.
              1. Select Save to save the token.
              1. The access token’s secret value will be displayed. Select Copy to Clipboard or select and copy the value.

              Store the new access token’s value in a safe place. This value will not be displayed again and if lost, a new authentication token will need to be generated.

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