Complete Setup Guide

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    1. Add the Tikit Teams app:
      • Install from Microsoft App Store, here
      • Search for Tikit from the Apps tab in your MS Teams app.
      • Use this link to open Tikit inside MS Teams.
    1. Once Tikit is installed in Teams, Tikit will send you a welcome message.

    If you installed Tikit in the past, you may not receive a welcome message.

    1. Tikit will ask you to provide Admin consent. Select Approve & provision button and a browser window will open.
    1. Login with your M365 Global Admin account.
    2. Check Consent on behalf of your organization, then select Accept to continue.
    1. Hold tight while your secure Tikit space is launched. This process takes about 3 minutes.
    1. Find and select users to give Tikit administrator access to Tikit. The provisioning user will automatically be made a Tikit administrator.
    2. Select Add Administrators to give the selected users Administrator access to Tikit, or select Skip for now to manage app roles later.
    1. Once your tenant has been provisioned, go back to Teams and Tikit will have sent you a message that you are all setup.
    2. To get started and consent send Get Started. Tikit will reply with a message to consent.
    3. Get Started and login to your new Tikit tenant.

    1. Once you are logged in you can now consent to Application level permissions for Tikit, so that your users do not have to login every time.  If not consented, this option will be available anytime an Administrators authenticates to Tikit.

    2. Click the Grant consent button

    3. A new browser window will open.

    4. Login again with a M365 Global Admin account.

    5. From the Consent Prompt, check Consent on behalf of your organization and click Accept to continue.

    Once you have consented Application permissions you will be forwarded to the Tikit Web App.

    Now that you’re signed up for Tikit, you can log in to the Tikit Web App. The user that signed up for Tikit will automatically be added to the Administrators Application Role so you just need to enter in your Microsoft 365 account credentials to sign in and get started. There is an entire section of our Help Knowledge Base devoted to the Tikit Web App here.

    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.

    Make sure you have a Team with only members that represent your Analysts—the team that will be triaging and solving tickets. Members of this team will be assigned to tickets and have the ability to view all requested tickets. If you do not have a Team in Teams that matches this requirement please create it now. It is recommended that this is a private invite only team, for Security reasons.

    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 for all new tickets. Lets go ahead and add a triage channel to the analyst Team.  It is best to use a private Team that only your analysts are members of. Feel free to choose a name for the triage channel like Tickets, Triage, or Tikit.

    To add the Tikit App to a Team in Teams:

      1. Click the Format icon in Teams. (More options) button for the Team and select Manage Team.
      1. Select the Apps tab and look through the Apps list to confirm Tikit is not already added.
        Tikit already added? Skip to Setting the Triage Channel Id.
        If not, continue to the next step to add the Tikit app to the Team.
      1. Click More Apps to search for the Tikit app. Select the Tikit app to open the description screen.
      1. Click the down arrow on the Add button (may say Open if you have already installed Tikit to your user) and select Add to a team.
      1. Select your desired team and click Set up a bot.

      You have successfully added Tikit to a Team. Make sure to set the Triage Channel Id next.

      To update the Tikit Triage Channel from Teams:

        1. Navigate to the Teams channel you want to set as the triage channel.
        1. @mention Tikit to “set triage” by typing @ti, selecting Tikit, and then typing set triage. Send this message to the channel.
        1. The Tikit App will reply with a confirmation that the triage channel has been set successfully.

        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. You can read more about HelpBot here.

        To download the HelpBot Teams App:

        1. Sign in to the Tikit Web App.
        2. Click the gear icon gear to access the Settings Control Panel.
        3. Under Settings, select Microsoft Teams.
        4. Click 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.
        Make sure to read the HelpBot Recommended Setup Guide for complete details.
        August 4, 2021
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