Identify Helpbot vs. Tikit Virtual Agent
Upon launch, the Tikit End User application for requesting support was HelpBot. As Tikit has continued to grow in maturity and functionality, the team launched a net new application for End Users in August 2022: Tikit Virtual Agent. This more comprehensive application contains all functionality foud in HelpBot in addition to support for custom naming, iconography, coloring and branding of Tikit Virtual Agent. The following article outlines how to determine which app you have in your Teams environment.
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Identify HelpBot
HelpBot has been discontinued as of June 30th, 2023. Please migrate to TVA using our Migration Guide.
To identify if you have HelpBot installed:
Log into the Teams Admin center and navigate to Teams Apps -> Manage apps.
Select All Apps and enter “HelpBot” into the search box. If HelpBot is installed, you will see the HelpBot app listed.
If you wish to remove Helpbot or install TVA, please see our guide on migrating to TVA to continue the process.
Identify Tikit Virtual Agent
To identify if you have Tikit Virtual Agent installed:
Log into the Teams Admin center and navigate to Teams Apps -> Manage apps.
Select All Apps and enter “Tikit Virtual Agent” into the search box. If you have Tikit Virtual Agent installed, you will see the “Tikit Virtual Agent” app listed.
If you wish to uninstall Tikit Virtual Agent, please see our Uninstall Guide. Tikit Compose Extension
Enrich conversations with ticket data by searching & sending ticket details with the Tikit compose extension. Analysts can search for and share ticket cards with both users and other analysts in one-on-one conversations, group chats, or public channels. Analysts can also quickly create tickets at the touch of a button, but don’t forget about the Tikit Virtual Agent’s ticket deflection.
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How to view the Tikit compose extension
The Tikit compose extension can be found by clicking the Tikit icon in the message compose area of Teams.
To open the Tikit compose extension in Teams:
Select the Tikit icon in the message compose area.
Not seeing a Tikit icon? Check out the steps below to find and pin the Tikit compose extension.
Tikit Compose Extension Select the Tikit icon to open the extension to search for tickets or add a new ticket.
Search Search for tickets, with optional filters:
Status s:
Category c:
Assignee a:
Tags t:
Add Ticket Quickly create a new ticket on the fly.
Tickets Select a ticket to add it to the compose box.
How to find and pin the Tikit compose extension
The Tikit compose extension can be pinned to an analyst’s message compose box in Teams for quicker access to search and share ticket details.
To pin the Tikit compose extension in Teams:
Can't find Tikit as an available extension?Make sure that the Tikit Teams app is installed for the analyst.
Otherwise, the extension will only be available for posts in team channels where Tikit is installed.
In Teams, open a one-on-one chat, channel, or post to view the compose message box, then select Messaging extensions (…), find and right-click Tikit and select Pin.
The Tikit compose extension is now pinned to the compose box for easy access.
How to search and send a ticket with the Tikit compose extension
Analysts can quickly search for and share ticket cards with both users and other analysts in one-on-one conversations, group chats, or public channels.
To search for and send a ticket using the Tikit search compose extension in Teams:
Select the TIkit icon below the compose message box to open the Tikit compose extension. Active tickets will automatically be shown, but you can search for specific tickets in the Search Tickets field.
Enter your search in the Search Tickets field. Ticket search also supports filters:
Status: s:
Category c:
Assignee a:
Tags t:
Select a ticket to add it to the compose box.
Once a ticket card has been added to the compose message area the card can be shared with anyone.
You have successfully searched for and sent a ticket with the Tikit compose extension!
How to create a ticket with the Tikit compose extension
Need to create a ticket on the spot for a user rather than directing them to the Tikit Virtual Agent? Quickly create a new ticket from scratch with the Tikit compose extension.
To create a ticket with the Tikit compose extension in Teams:
Select the TIkit icon below the compose message box to open the Tikit compose extension, then select Add Ticket.
Enter in details in the New Ticket form, then select Create to save the ticket. Add Approval to a Ticket
Approval in a Ticket can help ensure proper permission is received before a request is carried out.
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Add Approval from Tikit
From an existing Ticket, expand Approvals:
Then click Add Approval:
In the Add Approval window, enter the Approval Title, any required Approvers, and optionally Additional Details:
Then click Add.
Add Approval from Teams
To add approval from Teams, first view a ticket. Then click the three dots and click Add Approval:
In the Add Approval window, enter the Approval Title, any required Approvers, and optionally Additional Details:
Approving a Request
When an Approval is added, the approver will receive a notification in the Tikit Virtual Agent: Teams PowerShell Automation
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Automating with the Teams PowerShell Module
If you haven’t already, check out our Tikit Virtual Agent Setup Guide for info on creating Teams App Setup and App Permission policies for Tikit Virtual Agent using Microsoft Teams admin center. Once those policies have been created, deploying them to users and groups can be a repetitive task that is ready for automation.
The Microsoft Teams admin center currently has limited support for assigning App Setup and App Permission policies, primarily focusing on individual user assignment. This manual process is great for deployments to small groups of users, but quickly becomes a lot of work to manage larger numbers of users. As a solution, Microsoft is actively developing the Teams PowerShell module to provide admins the ability to assign or remove policies. It currently support App Setup Policy assignment for both users and groups. App Permission Policies are still on a per-user basis using the PowerShell module, but can still be automated to simplify the process.
Install and Connect to the Microsoft Teams PowerShell module
Run the following to install the Teams PowerShell module, if it’s not already installed. For more details, see Install Microsoft Teams PowerShell.
# Install the Microsoft Teams PowerShell module
Install-Module -Name MicrosoftTeams
Copy
Run the following to connect to Teams and start a session.
# Connect to Teams and start a session
Connect-MicrosoftTeams
Add/Remove App Setup Policy for a Microsoft 365/Security Group
Group assignment for policies takes a lot of work out assigning larger sets of users. At this point in time the Teams Admin center does not support group assignment for App Setup Policies, but we can use the Teams PowerShell module to manage those. We’ll be using the function New-CsGroupPolicyAssignment for both assigning and unassigning an App Setup Policy to a group. To learn more, see Assign policies to large sets of users.
Assign App Setup Policy to group
The following PowerShell will assign the App Setup Policy named Tikit Virtual Agent to the TVAUsers group. You can specify a group by its object Id, Session Initiation Protocol (SIP) address, or email address. In this example, we use an email address ([email protected]). For more details, see Assign a policy to a group.
# Assign Teams App Setup Policy to Group
New-CsGroupPolicyAssignment -GroupId '[email protected]' -PolicyType TeamsAppSetupPolicy -PolicyName 'Tikit Virtual Agent'
Unassign App Setup Policy from group
Unassigning an App Setup Policy needs a small update to the PolicyName argument, setting it to $null to remove the assigned policy.
The following PowerShell will unassign any App Setup Policies from the TVAUsers group. You can specify a group by its object Id, Session Initiation Protocol (SIP) address, or email address. In this example, we use an email address ([email protected]). For more details, see Unassign a policy that was directly assigned to users.
# Unassign Teams App Setup Policy from Group
New-CsGroupPolicyAssignment -GroupId '[email protected]' -PolicyType TeamsAppSetupPolicy -PolicyName $null
Add/Remove App Permissions Policy for Users
The Teams admin center and the Teams PowerShell module do not currently support group assignments for App Permissions Policies, so we need to manage assignments on a per-user basis. We can address individuals for small sets of users with the function Grant-CsTeamsAppPermissionPolicy. For larger groups of users we’ll be using the batch assignment function New-CsBatchPolicyAssignmentOperation. For more details, see Unassign a policy that was directly assigned to users.
Assign App Permission Policy
The following PowerShell will assign the App Permission Policy named Tikit Virtual Agent to a user. You can specify a user by their object Id, Session Initiation Protocol (SIP) address, or email address. In this example, we use an email address ([email protected]).
# Grant Teams App Permission Policy to user.
Grant-CsTeamsAppPermissionPolicy -Identity '[email protected]' -PolicyName 'Tikit Virtual Agent'
Unassign App Permission Policy
The following PowerShell will unassign any App Permission Policies from a user. You can specify a user by their object Id, Session Initiation Protocol (SIP) address, or email address. In this example, we use an email address ([email protected]).
# Remove assigned policy by granting $null as Teams App Permission Policy.
Grant-CsTeamsAppPermissionPolicy -Identity '[email protected]' -PolicyName $null
Batch App Permission Policy Assignment
Performing batch operations can save time, especially for larger user groups, but even small lists of users can benefit.
The following PowerShell will define a list of users and batch assign an App Permission Policy with the name “Tikit Virtual Agent” to those users. You can specify a user by their object Id, Session Initiation Protocol (SIP) address, or email address. In this example, we used an array of users’ email addresses for our batch assignment.
# Specify a list of users.
$userIds = @('[email protected]', '[email protected]', '[email protected]') # Batch assign Teams App Permission Policy Tikit Virtual Agent for users.
New-CsBatchPolicyAssignmentOperation -PolicyType TeamsAppPermissionPolicy -PolicyName 'Tikit Virtual Agent' -Identity $userIds -OperationName 'Assign TVA App Permission Policy'
The following PowerShell will define a list of users and batch unassign any App Permission Policies from those users. You can specify a user by their object Id, Session Initiation Protocol (SIP) address, or email address. In this example, we used the same array of users’ email addresses for our batch assignment.
# Specify a list of users.
$userIds = @('[email protected]', '[email protected]', '[email protected]') # Batch unassign Teams App Permission Policy for users.
New-CsBatchPolicyAssignmentOperation -PolicyType TeamsAppPermissionPolicy -PolicyName $null -Identity $userIds -OperationName 'Unassign TVA App Permission Policy'
Find users assigned a policy
Using the Teams admin center to determine which users are directly assigned a policy can be time-consuming for more extensive user bases as it requires checking each individual user (see Assign a policy to individual users). We can display a user’s assigned policies with Get-CsUserPolicyAssignment and search for any users assigned a particular policy with Get-CsOnlineUser.
View User's Policies
The following PowerShell will display a user’s directly assigned policies and those inherited from a group using Get-CsUserPolicyAssignment. Note that if a policy is not directly assigned or inherited, it will not appear in the results returned. In that case, the user will typically use the global default policy. You can specify a user by their object Id, Session Initiation Protocol (SIP) address, or email address. In this example, we use an email address ([email protected]).
# Get user policy assignments.
Get-CsUserPolicyAssignment -Identity '[email protected]'
Find Users with Assigned Policy
Get-CsUserPolicyAssignment does not support multiple users at this time, but we can look at all directly assigned policies for users by using a filter. The following PowerShell will find all users that have been directly assigned an App Permission Policy with the name Tikit Virtual Agent and then display the results in table. In this example, we used TeamsAppPermissionPolicy in our filter, but you can also filter for other policies like TeamsAppSetupPolicy.
# Teams App Permission Policy Name
$permissionPolicyName = 'Tikit Virtual Agent' # Find all users with the specified App Permission Policy.
$currentPolicyUsers = Get-CsOnlineUser -Filter "TeamsAppPermissionPolicy -eq '$permissionPolicyName'" # Display users found.
$currentPolicyUsers | Select UserPrincipalName, TeamsAppPermissionPolicy | ft
Add/Remove User From Team
Once we have our App Setup and Permission Policies assigned we can move on to adding and removing users from a Team. We can add a user to a Team with Add-TeamUser or remove a user with Remove-TeamUser.
Add User to Team
The following PowerShell will find a Team’s object id using its email address and then add a user to that Team with the Member role. Add-TeamUser requires the group’s object id and the user’s UPN (user principal name – e.g., [email protected]). In this example, we’re finding the Azure AD Group object for the specified email address ([email protected]) and passing its object id; and for the user, we use their UPN ([email protected]).
# Azure AD Group Email Address
$groupId = '[email protected]' # Adding user to Team. The Add-TeamUser method requires an object id,
# so we’re finding the Azure AD Group object for the specified email.
$azureADGroup = Get-AzureADGroup -Filter "Mail eq '$groupId'"
Add-TeamUser -GroupId $azureADGroup.ObjectId -User '[email protected]' -Role Member
Remove User from Team
The following PowerShell will find a Team’s object id using its email address and then remove a user from that Team. Remove-TeamUser requires the group’s object id and the user’s UPN (user principal name – e.g., [email protected]). In this example, we’re finding the Azure AD Group object for the specified email address ([email protected]) and passing its object id; and for the user, we use their UPN ([email protected]).
# Azure AD Group Email Address
$groupId = '[email protected]' # Removing user from Team. The Remove-TeamUser method requires an object id,
# so we’re finding the Azure AD Group object for the specified email.
$azureADGroup = Get-AzureADGroup -Filter "Mail eq '$groupId'"
Remove-TeamUser -GroupId $azureADGroup.ObjectId -User '[email protected]'
Putting It All Together
Now that we’ve explored assigning App Setup Policies, App Permission Policies, and adding/removing users from a Team, we can streamline onboarding the Tikit Virtual Agent app for users:
Onboarding User
The following PowerShell will assign an App Setup Policy named Tikit Virtual Agent to the Team ([email protected]), assign an App Permission Policy named Tikit Virtual Agent to the user ([email protected]), and then add that user to the specified Team.
# Azure AD Group Email Address
$groupId = '[email protected]'
# Teams User Id
$userId = '[email protected]' # Assign Teams App Setup Policy to Group
New-CsGroupPolicyAssignment -GroupId $groupId -PolicyType TeamsAppSetupPolicy -PolicyName 'Tikit Virtual Agent' # Assign App Permission Policy to user.
Grant-CsTeamsAppPermissionPolicy -Identity $userId -PolicyName 'Tikit Virtual Agent' # Finally, adding user to Team. The Add-TeamUser method requires an object id,
# so we’re finding the Azure AD Group object for the specified email.
$azureADGroup = Get-AzureADGroup -Filter "Mail eq '$groupId'"
Add-TeamUser -GroupId $azureADGroup.ObjectId -User $userId -Role Member
Offboarding user
The following PowerShell will unassign the App Permission Policy from the user ([email protected]) and then remove that user from the Team ([email protected]).
# Azure AD Group Email Address
$groupId = '[email protected]'
# Teams User Id
$userId = '[email protected]' # Unassign App Permission Policy for user.
Grant-CsTeamsAppPermissionPolicy -Identity $userId -PolicyName $null # Finally, removing user from Team. The Remove-TeamUser method requires an object id,
# so we’re finding the Azure AD Group object for the specified email.
$azureADGroup = Get-AzureADGroup -Filter "Mail eq '$groupId'"
Remove-TeamUser -GroupId $azureADGroup.ObjectId -User $userId
Onboarding Users
We can also use batch assignment to onboard multiple users at the same time. The recommended path for importing large numbers of users into a Team is to add those users to a distribution list and then import through the Teams app, but in our case we’ll be adding those users to the Team directly. The following PowerShell will assign an App Setup Policy named Tikit Virtual Agent to the Team ([email protected]), batch assign an App Permission Policy named Tikit Virtual Agent to the list of users, and then add those users to the specified Team.
# Azure AD Group Email Address
$groupId = '[email protected]'
# Specify a list of users.
$userIds = @('[email protected]', '[email protected]', '[email protected]') # Assign Teams App Setup Policy to Group
New-CsGroupPolicyAssignment -GroupId $groupId -PolicyType TeamsAppSetupPolicy -PolicyName 'Tikit Virtual Agent' # Batch assign Teams App Permission Policy TVA for users.
New-CsBatchPolicyAssignmentOperation -PolicyType TeamsAppPermissionPolicy -PolicyName 'Tikit Virtual Agent' -Identity $userIds -OperationName 'Assign TVA App Permission Policy' # Finally, adding users to Team. The Add-TeamUser method requires an object id,
# so we’re finding the Azure AD Group object for the specified email.
$azureADGroup = Get-AzureADGroup -Filter "Mail eq '$groupId'"
foreach ($userId in $userIds) { Add-TeamUser -GroupId $azureADGroup.ObjectId -User $userId -Role Member
} Uninstall Guide
In this article:
Uninstall Tikit from a Team
To uninstall Tikit from a team in the Teams App:
In the left navigation bar in Teams, select Teams.
Select
(More options) for the Team and select Manage team.
On the Apps tab, find the Tikit app and select Delete, and then select Uninstall to confirm.
Tikit should now be uninstalled from the team scope. If individual users have Tikit installed, make sure to uninstall Tikit from the user scope as well.
Uninstall Tikit from a User
To uninstall Tikit from a user in Teams:
Right-click on the Tikit app and select Uninstall, and then select Uninstall to confirm.
Tikit should now be uninstalled from the user scope.
Remove TVA from Organization App Store
The preferred method of distributing Tikit Virtual Agent (TVA) is via publishing it as a custom app in your organization’s app store. Removing TVA from your organization’s app store will also remove the app for all users. For apps distributed outside of the app store, you can also right-click and uninstall the app as the user.
To remove TVA from organization app store:
Sign in to the Microsoft Teams admin center.
In the left navigation, go to Teams apps > Setup Policies.
Select the policy that you are using to deploy TVA and Remove the app from that policy.
Delete Tikit App from Azure AD
To remove app consent for Tikit, admins can delete the Tikit application from their Azure AD tenant (see Delete an application from your Azure AD tenant).
To delete the Tikit application from your Azure AD tenant:
In the Azure AD Portal, select Enterprise applications.
Find and select the Tikit application.
In the Manage section in the left pane, select Properties.
Select Delete, and then select Yes to confirm you want to delete the Tikit app from your Azure AD tenant.
Delete Tikit Email Connector App from Azure AD
To remove app consent for the Tikit Email Connector application, admins can delete the Tikit Email Connector application from their Azure AD tenant (see Delete an application from your Azure AD tenant).
To delete the Tikit Email Connector application from your Azure AD tenant:
In the Azure AD Portal, select Enterprise applications.
Find and select the Tikit Email Connector application.
In the Manage section in the left pane, select Properties.
Select Delete, and then select Yes to confirm you want to delete the Tikit Email Connector app from your Azure AD tenant. Tikit Integration in Power Automate
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Tikit Triggers in Power Automate
Within Microsoft Power Automate it is possible to invoke a flow that is triggered by events in Tikit.
To connect to Tikit from Power Automate do the following:
1. Start a new Flow in Power Automate:
That will launch the new flow wizard. Give the flow a name, and filter the triggers for Tikit.
2. Select the appropriate trigger for your flow, then click Create.
3. Click the Sign In button and follow the Microsoft 365 Login procedure.
You can now configure your criteria for determining if the flow should trigger.
Tikit Actions in Power Automate
Configuring Tikit Actions is similar to configuring Tikit Triggers.
1. Start a new flow and add any trigger.
2. Click the plus sign -> Add an action to add an action.
3. Type Tikit to filter for the Tikit actions.
You can now select an action to be taken within Tikit and it will be added to your flow: Excel Integration
How To Import Data Into Excel
With Excel you can instantly visualize Tikit data, quickly build your own Pivot Tables, Dashboards, and publish into OneDrive, SharePoint, or Teams. You can follow the below steps to load Tikit into Excel or follow the Tikit Setup Series – Excel Sync video guide.
1. Obtain an access token
2. Download the latest version of the Excel Template for your respective Tikit Plan
– Service Desk
– ITSM
3. Double-click the template file to open.
4. Click ‘OK’ to dismiss the warning.
5. Click ‘Cancel’.
6. Click on the Data tab, then ‘Queries & Connections’. On the flyout that opens, scroll down to find ‘Tikit Token’ and double-click to open.
7. Paste in your API key from Step 1, then click ‘Close & Load’ in the top-left.
When the Privacy levels window appears, tick “Ignore Privacy Levels checks for this file” and click Save.
Excel's privacy separation is not required because the data is accessed directly from the API.
Lastly in Excel, click ‘Refresh All’ on the Data tab.
Your data should now load into the Excel sheets from your Tikit environment. Enjoy! Power BI Integration
With Power BI Desktop you can instantly visualize Tikit data, quickly build your own dashboards, and publish into OneDrive, Sharepoint, or Teams. You can follow the below steps to load Tikit into Power BI or follow the Tikit Setup Series – Power BI video guide.
1. Obtain an access token
2. Download the latest version of the Power BI Template for your respective Tikit Plan
Service Desk Plan
ITSM Plan
3. Double-click the template file to open
4. Click ‘Load’
5. You might see a warning about Privacy levels. Check the box to ignore and click ‘Save’
6. Queries will finish loading and your dashboards will populate.
Your data is now in Power BI. Enjoy! Merge Tickets
Duplicate tickets can occur for many reasons. You might see this if an end user replies to the virtual agent directly, instead of within the message’s adaptive card, or if any outreach about the issue has been made using additional channels. You could be looking at multiple—and unnecessary—tickets about the same issue. This can affect reporting by representing higher volume for a particular issue than is actually present.
How to merge tickets
When merging tickets the following changes will be made:
All comments from the merged tickets will be visible on the current ticket.
All file attachments from the merged tickets will be available on the current ticket.
All tickets that have been merged into the current ticket will be closed.
Please also be aware that you can only merge tickets from the same Requestor.
To merge tickets:
Find and select a ticket to open the edit ticket page.
Once on the edit ticket page, expand the Related Tickets section, and select Relate.
Select Merge Tickets to find and select tickets.
Find and select one or more tickets to merge into the current ticket, then select Continue.
Review the summary of changes, then select Confirm to complete the merge.
Note that this action cannot be reverted. Relate Tickets
Tickets can be related to help you better manage tickets associated to the same topic or area of expertise. These data points can help you gain valuable insight during the ticket lifecycle and reporting.
How to relate tickets
When adding or removing relating tickets, the related tickets will not be closed like merged tickets and will keep their own activity of replies and file attachments. You can add or remove related tickets as needed so feel free to remove any related tickets to revert your actions if you need to.
To relate tickets:
Find and select a ticket to open the edit ticket page.
Once on the edit ticket page, expand the Related Tickets section, and select Relate.
Select Relate Tickets to find and select tickets to relate.
Find and select one or more tickets to relate to he current ticket, then select Continue. Note that unchecking a related ticket will remove the relationship.
Review the summary of changes for adding and removing related tickets, then select Confirm to finish.
Note that you can add or remove related tickets as needed. Remember that relating tickets can be reverted but merging tickets cannot be reverted.
The related tickets will now be displayed in the Related Tickets section. You can also see when an analyst adds or removes related tickets in the activity feed.
If you navigate to one of the related tickets you can find the current ticket in the related ticket’s related tickets section too! Attachments “Upload disabled” Error
How to resolve attachments "upload disabled" error when viewing tickets
Problem
When an analyst logs into the web app at https://web.tikit.ai, edits a ticket UI and expands the Attachments section tikit displays an “Upload disabled” error message:
Solution
Run through the following checklist to make sure Teams and Tikit are configured for attachments:
In Microsoft Teams, make sure you’ve added Tikit to a Team. Check out How to add Tikit to a Team.
In Tikit Bot Configuration settings, set the triage channel to a Standard channel in that Team. Check out How to set the triage channel.
In Tikit Security settings, make sure that the Team has been added to the Analysts app role in Tikit. Check out How to assign users and groups to application roles. Resolve “Need Admin Approval”
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Problem
A user with any app role in Tikit and is not an admin in your AAD tenant, when the user logs into the Tikit web app at https://web.tikit.ai the agent sees the following message from Microsoft:
Solution
The Tikit web app may have new permissions that need to be approved by an admin.
Approve the Tikit permissions on behalf of your organization by logging into https://web.tikit.ai as an AAD admin and checking Consent on behalf of your organization.
If not prompted, the permissions may have been previously consented to for the logged in admin only and not on behalf of the organization. That can be resolved by either revoking the permissions for Tikit and consenting fresh, or by consenting on behalf of your organization with a separate AAD admin account.
Warning that users may have issues accessing Tikit during the time permissions are removed, but this should only be for a very short period as the very next steps are to re-consent.
Check for User Consent entries in the Azure Active Directory > Enterprise Applications > Tikit:
Login to the Azure portal, then open Azure Active Directory > Enterprise Applications.
Once in Enterprise Applications, select Manage > All applications, then search for and select Tikit.
Once in the Tikit Enterprise Application page, select Security > Permissions on the left, then select the User Consent tab and confirm that there are entries for a specific user. This is most likely the admin you’d like to grant permissions.
Using PowerShell, revoke all permissions for Tikit.
Note there is an Alternative Step below if you do not want to use PowerShell to revoke permissions. The alternative will completely remove the Tikit Enterprise Application entry and then re-add it. Warning that users may have issues accessing Tikit during the time permissions are removed, but this should only be for a very short period as the very next steps are to re-consent.
From the Security > Permissions page, select Review Permissions.
Once the Review permissions flyout is open, select This application has more permissions than I want, then use the provided Azure Active Directory PowerShell script to revoke all permissions for Tikit. If you haven’t installed the Azure AD Module in PowerShell yet, check out Install Azure Active Directory PowerShell for Graph.
Once the permissions are revoked, refresh Tikit Enterprise Application permissions and confirm that the User consent tab no longer has any entries.
Select Grant admin consent to consent to the Tikit application permissions.
Once consented, continue to the next step to consent to the Tikit web app’s permissions on behalf of your organization.
Consent on behalf of your organization
As an AAD admin, login to https://web.tikit.ai and when prompted to consent to application permissions, make sure that Consent on behalf of your organization is checked then select Accept.
No PowerShell – Removing the Tikit Enterprise Applications entry and re-adding admin consent.
This alternative step avoids the use of the Azure Active Directory PowerShell Module and can be done entirely from a browser and the Azure portal. Once completed, you can continue on to the previous step above.
Login to the Azure portal, then open Azure Active Directory and locate your Tenant ID to use later (e.g, ef6ac50c-97c8-4da9-b2c9-206b54f68cce).
Once you have your Tenant ID, open Manage > Enterprise Applications.
Once in Enterprise Applications, select Manage > All applications, then search for and select Tikit.
Once in the Tikit Enterprise Application page, select Manage > Properties on the left, then select Delete.
Warning that users may have issues accessing Tikit during the time permissions are removed, but this should only be for a very short period as the very next steps are to re-consent.
Open the following URL to provide admin consent for Tikit, replacing the {tenant-id} with your Tenant ID.
Want to learn more about what this URL does? Check out Construct the URL for granting tenant-wide admin consent.
https://login.microsoftonline.com/{tenant-id}/adminconsent?client_id=b13c40ee-e073-459e-96b5-3f3cca046a37&redirect_uri=https://app.tikit.ai/teams/consented
A window will open from the Azure portal to prompt for tenant-wide admin consent for Tikit. Select Accept to grant consent and re-add Tikit back to Enterprise Application in AAD.
After consenting, you will be redirected to the consent completed page. At this point you may continue on to Consent on behalf of your organization to approve permissions from the Tikit web app. Tikit Azure Consent
Tikit registers two Azure Enterprise Applications within a customer’s Azure environment: Tikit and Tikit Email Connector (if the Email Connector within Tikit Consent Management has been enabled). If you need to provide consent to either of these Enterprise Apps you can follow the below steps.
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Tikit Azure Consent
With an Azure Administrators account, navigate to Entra Enterprise Apps
Search for “Tikit”, and select the application
On the left hand menu, select “Permissions”
Select the “Grant admin consent for Cireson” button
You will get prompted to sign in, after signing in select “Accept” consent
After consent has been granted to Tikit, please wait a few mins for the rights to fully propagate Azure. You may also need to log out and log back into Microsoft Teams.
Tikit Email Connector Azure Consent
If you have enabled the Email Connector within Tikit Consent Management, please follow the below steps:
With an Azure Administrators account, navigate to Entra Enterprise Apps
Search for “Tikit Email Connector”, and select the application
On the left hand menu, select “Permissions”
Select the “Grant admin consent for Cireson” button
You will get prompted to sign in, after signing in select “Accept” consent
After consent has been granted to the Tikit Email Connector, please wait a few mins for the rights to full propagate Azure
After consent has been granted to the Tikit Email Connector, please wait a few mins for the rights to fully propagate Azure. You may also need to log out and log back into Microsoft Teams. Migrate from HelpBot to Tikit Virtual Agent
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Uninstall HelpBot
To uninstall HelpBot from Teams:
Log into the Teams Admin center and navigate to Teams Apps -> Manage apps
Select All Apps and enter “HelpBot” into the search box, you should see the HelpBot app listed.
Select the HelpBot app to open the application details.
Click the ellipsis in the top-right next to the application details and select Actions -> Delete to remove the app.
The HelpBot app is now removed from the organization.
Install Tikit Virtual Agent
To install the Tikit Virtual Agent, please follow our guide for Tikit TVA Setup. Map Custom Form Answers to Ticket Properties (Archived)
This article is archived as there are new and more efficient ways to perform the different options outlined in this kb article via the Tikit Setup Series:
Tikit Setup Series - Custom Form Input Variables: to map custom form answers to ticket properties, including the request title.
Tikit Setup Series - Pass Custom Form Inputs to Power Automate: to pass custom form inputs to Microsoft Power Automate via the parse JSON action.
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Tikit provides the ability for customers to create Templates with Custom Forms to add additional information to a Ticket. In some scenarios, you may want to map certain Custom Form properties to a Ticket property such as Category or Due Date. With Tikit’s native integration into M365, you are able to easily leverage Microsoft Power Automate (PA) to map any Custom Form property you create in your environment.
In this help article, we will walk you through the steps to map a Custom Form Categories drop down and Date picker to the Ticket properties Category and Due Date using PA. You can use this example to map other Custom Form properties in your environment.
Note: You can also reference the Tikit Setup Series – Map Custom Form to Request Title section for a full video walkthrough.
In this article:
Create Template and KB
Within web.tikit.ai – Templates we have created a simple Template named Ticket Mapping – Category and Due Date and the Template Settings properties are left as default.
The Custom Form is using:
Input.ChoiceSet to specify the Categories we want to map, with the Name and Value being friendly names for the Agent or End User to select from
Input.Date to specify the Due Date we want to map
In Microsoft Power Automate we will be able to interpret the options selected and then map those respective options to Ticket properties.
Custom Form - Categories
Custom Form - Due Date
We have then associated this new Template to a Knowledge Base (KB) article, and given it some simple phrases for the Tikit Virtual Agent (TVA) to bring back the Custom Form.
We can now bring back the Custom Form within TVA to allow the End User to select the Category and Due Date we want to map back to the Ticket Category and Due Date.
Create Power Automate Flow
Process Custom Form
We will now create a Power Automate flow to evaluate the creation of Tickets when the Ticket Mapping – Category and Due Date template is used and then map the Custom Form properties to the created Ticket.
In Power Automate:
Create a new Automated cloud flow
Give it a Flow name
Search for the Trigger: Tikit
Select When a Ticket is Created
Select Create
Create New Cloud Flow
Define New Cloud Flow
In the Trigger – When a Ticket is Created, we will select the template we created in the previous section named Ticket Mapping – Category and Due Date.
Select + Add an action, and then search for Parse JSON and select the Action – Parse JSON.
On the Parse JSON action for Content, we will need to search for the Card Answer Json ticket property and select it to populate it in the Parse JSON Action – Content property.
The Card Answer Json property is where the Custom Form answers are stored, and will need these answers to capture what Category and Due Date were selected.
Search for Card Answer Json
Card Answer Json Selected
On the Parse JSON action for Schema, specify {} for now. We will need to run the PA flow once to capture the schema from the Ticket / Template creation and then we can populate this with the correct information.
After you have populated the Schema, select Save.
We will now need to create a ticket within TVA so that this Power Automate flow can capture the Schema and be able to interpret the templates’ Custom Form properties allowing for us to continue creating the PA flow.
We will go to TVA in Microsoft Teams, and initiate the ticket creation process by typing the phrase mapping and retrieving our Custom Form to create a new ticket.
Now that the ticket has been created, we will head back over to PA and evaluate the Run of that ticket creation. Under 28-day run history, select the latest Start flow in the list.
We will now open the Parse JSON action, and copy the Outputs – Body content. We will use the Body to generate the necessary Custom Form schema in our PA flow.
After we have copied the Outputs – Body, we will select Edit to populate this data into the PA Flow.
We will now open up the Parse JSON action, and select Generate from sample to copy the Outputs – Body into the Insert a sample JSON Payload modal.
Select Done once completed.
You can see now that the Schema is populated with the JSON body for your Custom Form and you can now use the Properties to map your Custom Form properties to your Ticket properties.
Map Category and Due Date
Now that we can evaluate the Custom Form answers, and Category and Due Date are available to the Power Automate flow, we will use these properties to map them back to a Ticket. We will do this by using a Power Automate Control – Switch Action to evaluate the Custom Form properties and then set the appropriate Ticket properties.
We will select + New Step, search for Switch and select Switch Control.
In the Switch action, for the On property select Parse JSON – categories. This will give us the ability to evaluate the Custom Form Category selected.
We will want to evaluate if the Category selected in the Custom Form is Onboarding, so we will be using the Case statement to interpret the property and if it = Onboarding then update the respective Ticket Category property to Onboarding.
In the Case statement for the Equals property, type Onboarding.
We will now update the Ticket Category to Onboarding and the Due Date for the Ticket that triggered this PA flow.
Select Add an action, search for Tikit and select Update a Ticket.
We will set the the following properties for the Update a ticket action:
Ticket ID: When a Ticket is Created – Tikit ID
Category: Onboarding
Due Date: Parse JSON – due Date
If you want to map other selected Custom Form Categories or a Due Date to a Ticket, you can add another Case statement and repeat the steps outlined in the section Map Category and Due Date.
Map Tikit Id
Map Category to Onboarding
Map Due Date
We will want to add a Control – Terminate – Success action to the Default case as well to properly terminate the flow if the Case statement(s) did not find a match.
Select Save to save the Power Automate flow.
Your Power Automate Flow has now been setup, and when you create future tickets that have the Ticket Mapping – Category and Due Date template selected the appropriate Ticket Category and Due Date property will be updated. M365 Mailbox Filtering
Once a mailbox is connected to Tikit, any and all emails that arrive within the Inbox will create a ticket and notify the sender. However in some cases, it’s possible that you might want to prevent a select group of addresses, a domain, or some other criteria from being able to send email to your configured Tikit Mailboxes.
Using Transport Rules in the Microsoft Exchange Admin Center, you can create Rules to prevent delivery to specified mailboxes.
NOTE: Exchange Admin Transport Rules are global. Misconfiguration can result in failed delivery or unexpected results. Please exercise caution and make sure you understand the rules you are creating and editing.
1. Click ‘Add a rule’ and then ‘Create a new rule’
2. A configuration will appear on the right hand side of your screen to define your rule criteria. Start your rule with a name to easily identify it in the future such as “Tikit Mailbox Filtering” and adding more details after it. In the following example, we want to prevent an entire domain from being able to send email to our Tikit mailbox and thus creating tickets or engaging in deflection.
Apply the rule if:
– The Sender’s domain is…
AND
– The recipient is your configured Tikit mailbox
Do the following:
– Block the message and delete the message without notifying anyone
3. On the ‘Set rule settings’ page, we’ll configure the following at a minimum:
Rule Mode: Enforce
For a full explanation of these settings, view the Microsoft Documentation on Mail Flow rules here.
4. Then click ‘Next’ to review your rule. Click ‘Finish’ to complete. Finally, ensure your rule is Enabled. If it isn’t click the rule, and toggle it to Enabled Import Values into a Custom Form Input.ChoiceSet
A common request from customers is the ability to import values into a Template \ Custom Form – Input.ChoiceSet dropdown:
In order to import values into an Input.ChoiceSet, you can reference the following resources:
Video walkthrough on how to import values into a Custom Form to populate any Input.ChoiceSet: Setup Series – Import Values into a Custom Form Input.ChoiceSet Dropdown.
You will also need the following Input.ChoiceSet-SampleData template spreadsheet referenced in the video walkthrough to populate your own values and bring them into the Input.ChoiceSet for your Custom Form. Directory Syncing
Tikit does not directly synchronize its Users list with Entra ID. Instead, Tikit’s user data is populated dynamically based on interaction. New users are added to Tikit’s Users table only after their first interaction with the Tikit application or bot. This interaction can include communicating with the Tikit Virtual Agent, using the Tikit bot, or creating a ticket via email or the Tikit web UI. If a new user has not yet interacted with Tikit, they will not appear in the Users list.
Even if a user is not listed in Tikit’s Users section, they still have access to Tikit. Their absence from the list only means they have not been added to the database yet.
Users who are removed from Entra ID remain in Tikit for reporting purposes. When a user raises a ticket, a relationship is established between the ticket and their record in Tikit’s database. Even after the user leaves the organization, their record is retained to preserve the integrity of historical ticket data. Deleting a user from Tikit’s database would break the relationship with their tickets, leading to incomplete reporting.
Resolution
For New Users:
Encourage them to interact with Tikit by:
Messaging the Tikit Virtual Agent or bot.
Submitting a ticket via email or the web UI.
For Removed Users: No action is required. Their retention in Tikit is by design to maintain accurate reporting and ticket history.
Note:
The Users tab in Tikit reflects entries from the Tikit users table in the database. This table is independent of direct synchronization with Entra ID but serves to support Tikit’s operational and reporting requirements. Connect an M365 Mailbox
Connecting a Mailbox
1. Navigate to Settings > Consent Management and enable consent for the Email Connector
2. In Settings > Teams, open a Team of your choice and select Connect M365 Mailbox. Microsoft will prompt to login to an M365 mailbox.
Note that connecting a shared mailbox is supported to avoid having to use a 365 licensed user for the Email Connector.
You have successfully configured the email connector and are ready to turn emails into tickets!
The Email field shows the currently connected mailbox
Configure Email Ticket Deflection
Ticket deflection in Emails can be used to present End Users with Knowledge Articles to help them solve their issues without further intervention.
To configure Email Ticket Deflection:
In Settings > Teams, enable Ticket Deflection
Once Ticket Deflection is enabled, emails to the Email Connector mailbox that match a phrase from the Knowledge Base will receive a response with the matching article. If the user clicks “Yes” to the “Was this answer helpful?” prompt, the ticket will be deflected.
Default Ticket Form
When enabled, employees (users internal to the organization) will receive the defined email reply and be required to submit the Default Ticket form before their ticket is created. When disabled, emails sent will immediately create new tickets without the Default Form.
Disconnect a mailbox
To disconnect a M365 mailbox:
In Settings > Teams, select Disconnect M365 Mailbox to stop creating tickets from the mailbox displayed in the Email field.
You have successfully disconnected the M365 mailbox and ready to connect to new one! Adaptive Card Variables
Adaptive card variables are a way to dynamically include content into the Request field of your ticket using various properties of the ticket itself, or data from the fields on your custom form. The result is a Request field that provides you with more detailed information about the ticket without the need to open the ticket and view the details.
Ticket Variables
The following dynamic tags can be used in the Request field:
Requester
{{Ticket.Requester}}
The Requester of the Ticket.
Status
{{Ticket.Status}}
Ticket Type
{{Ticket.TicketType}}
Category
{{Ticket.Category}}
Priority
{{Ticket.Priority}}
Tags
{{Ticket.Tags}}
Affected Users
{{Ticket.AffectedUsers}}
Collaborators
{{Ticket.Collaborators}}
Assignment
{{Ticket.Assignment}}
Lists the Team, Group, and Assignee. Default Team and Group values can be configured in the Assignment field.
Team
{{Ticket.Team}}
Group
{{Ticket.Group}}
Due Date
{{Ticket.DueDate}}
Resolution Date
{{Ticket.ResolutionDate}}
Comment
{{Ticket.AddComment}}
If the Add Comment field is included on the form, then the comment can be added with this variable.
Form Variables
In addition to ticket variables, it is also possible to include information from generic form fields in the Request field. To use a form variable, it needs to have a unique id value set, which is then enclosed in a set of braces like the ticket variables. For example, a text field with an id value of CustomTextField, would be included in the Request field using {{CustomTextField}}.
Above you can see the custom text input named SoftwareName, and how it is added to the Request field.
NOTE: The identifier for form variables is case-sensitive and needs to match the field id exactly. Schedule re-occurring OpenAI Training
In the default setup for Tikit's OpenAI integration, the File Upload (preview) method is a one time upload. To update (add/remove) documentation, you need to re-run through the process. As long as you've setup the OpenAI integration, you can modify where documents are retrieved from and in turn, schedule re-training on that location.
Setup Blob Storage Training Schedules in Azure Foundry Portal
Navigate to the Azure Foundry Portal.
If you performed a one time file upload and are coming back to set this up after having closed the Foundry Portal page/browser you had open - click on "Add your Data"
If you're immediately following up from a One Time file upload, you should see the following in the Add your Data area. Click on "Remove data source"
Confirm this by clicking on "Continue"
NOTE: You're only removing your data from the current Chat Studio session. Any documentation you have previously uploaded still remains in your Azure Blob Storage container.
Then click on "Add your Data"
In the “Add data” menu:
– Select data source: Azure Blob Storage
– Subscription: Choose your Azure subscription
– Select Azure Blog storage resource: Select the Azure Blob Storage account you used in the previous section
- Select storage container: Choose the container you used in the previous section
- If you did not change this value in the Deploy to Azure section, the name should be "tvaopenaifiles"
– Select Azure AI Search resource: Select the Azure AI Search resource you used in the previous section
- Index name: tikitopenaisearch
- If you chose to call this something else in the previous section use that here. If you receive a warning that the index already exists, that is to be expected and can be ignored as the index will be rebuilt using existing data
- Indexer Schedule: Choose hourly
Then click "Next"
In menu for Data Management, choose the following and click next.
In Data connection choose the following and then click next.
Finally, click on "Save and close"
At this point, the Azure Search Service will re-index uploaded documentation for Open AI hourly. Additional documentation can be uploaded directly to the Azure Blob Storage account and the Azure Search Service's indexing schedules can be modified in the Azure Portal.
Modifying Documentation in Azure Blob Storage
Navigate to the Azure Blob Storage Account used to deploy OpenAI
Expand "Data Storage"
Click on "Containers"
Click on the Container used in previous steps/sections that contains the documentation you've uploaded.
It's here that you can add or remove documentation through the Azure Portal.
Changing Azure Search Service Indexer Schedules
Navigate to the Azure Search Service used to deploy OpenAI
Expand "Search Management"
Click on "Indexers"
Here you should see the indexer that trains against Azure Blob Storage. Click it.
Then click on "Settings"
Here you can modify how often the schedule that runs training (indexing) against your Azure Blob Storage account.
Using Power Automate to upload to Azure Blob Storage
Instead of navigating into the Azure Portal, you could also automate the uploading of documentation from multiple sources into Azure Blob Storage using a simple Power Automate Flow. To get started, navigate to the Power Automate portal.
When a File is Created on SharePoint, Upload to Azure Blob Storage
In a similar fashion, you could also upload from SharePoint using a SharePoint Trigger and Action.
Select your chosen Site and Library
Choose the SharePoint site again, and get the file content using the Id from the Trigger
Finally, upload to Azure Blob Storage
- Blob name: File name with extension
- Blob content: File Content
When a File is Created on OneDrive for Business, Upload to Azure Blob Storage
Take the following example wherein anytime a file is created/added to a folder called "OpenAIUpload"
The document is uploaded to the same Azure Blob Storage Container that Azure Search Service/OpenAI are both looking at as seen in previous sections. To enumerate the available folders (containers), type or paste in the name of your Azure Storage Account.
Blob name: From the OneDrive trigger, this is the name of the file to be uploaded
Blob content: From the OneDrive trigger, this is contents of the file to be uploaded
Configure the Azure Blob Storage connection for use in Power Automate
Regardless of the source of the file, you'll need to setup the Create Blob action that allows you to push the file into Blob Storage. To do this, add the "Create Blob (v2) Action into your flow and choose Access Key Authentication.
Connection Name: A generic name to refer to this connection and blob storage container. For example "OpenAI Tikit Upload"
Authentication Type: Access Key
Azure Storage account name or blob endpoint: This URL can be obtained from the Azure Blob Storage resource by navigating to:
- Settings -> Endpoints -> Blob service -> Blob service
Azure Storage Account Access Key: This key can be obtained from the Azure Blob Storage resource by navigating to:
- Security + networking -> Access keys Power BI Dashboard Failed to Refresh
Problem
Given the Tikit Power BI dashboard has been published to your tenant.
When refreshing the dashboard dataset.
An error is returned by Power BI that cites an issue with Authorization, Privacy Levels, or Skip Connections:
Processing error The ‘Authorization’ header is only supported when connecting anonymously. These headers can be used with all authentication types: Accept, Accept-Charset, Accept-Encoding, Accept-Language, Cache-Control, Content-Type, If-Modified-Since, Prefer, Range, Referer
Solution
To resolve, update the dashboard dataset’s OData Connection credentials to Anonymous. For authentication with Tikit, we use an authentication token so the method for the dataset should be set to Anonymous. For more on managing access tokens, check out Manage Access Tokens.
To view or update the OData credentials in Power BI:
1. Open the dashboard in Power BI, then select More options (…) > View dataset.
2. Once in the dashboard’s dataset page, select File > Settings.
3. In dataset settings, expand Data source credentials and select Edit credentials.
4. Confirm that
– the Authentication method is set to Anonymous
– the privacy level is set to something other than None
– A full explanation of Power BI Privacy levels is explained here
– Skip Test connection is checked
for all Data source credentials
At this point your Power BI dashboard should be all set to refresh manually or on a schedule. Tikit API Documentation
Web Access
You can find the Tikit API Documentation page at https://tikitapi.cireson.com
Details
Many of the common HTTP request endpoints for the Tikit API are documented and organized by the type of request.
The following information for each endpoint is provided, including:
Description for each endpoint
The full endpoint URL (ex. https://app.tikit.ai/api/Ticket), including the request method (POST, GET, etc.)
Sample response schema, payloads, and OData filters
Required parameters
Ability to execute requests against a Tikit environment, given a valid Authentication Access Token
Usage
In order to test actual requests against your Tikit environment, you need a valid Tikit Access Token
Paste the token in the Authentication Bearer Token field at the top left of the page:
Then click, "Set Token" to Authenticate.
PLEASE NOTE: This will create a live connection to your Tikit instance!
Any methods which manipulate data (ex. POST, PATCH, etc.) will apply. Use caution when testing these endpoints and consider using GET requests for obtaining data for your environment instead of making permanent changes.
The Access Token will be scoped to the role it was configured to use in the Tikit Access Token Settings Custom Navigation in the Agent Portal
Customers on Tikit's ITSM Plan, can optionally configure additional navigation along the left hand menu and contextual links directly alongside the Edit Ticket experience.
In the following screenshot custom navigation for Assets, Power BI, and Asset Dashboards have been introduced. In addition, to the right of Activity in the Edit Ticket experience Assets that are related to the ticket are also made available.
Managing with PowerShell
The following PowerShell is a series of functions that support the ability to connect to your Tikit instance, Add, Get, Update, and Remove custom navigation. Once downloaded, unzip the file and open TikitNavigation.ps1 in either PowerShell ISE or VSCode and run it by pushing the F5 key. This will load the commands into your session to work with.
Commands available:
Connect-Tikit: connects to your Tikit environment
Add-TikitCustomNode: creates a new navigation node in the Tikit Agent portal
Get-TikitCustomNode: retrieves navigation in your environment
Update-TikitCustomNode: updates navigation, can be used in conjunction with Get-TikitCustomNode
Remove-TikitCustomNode: deletes navigation
Creating new navigation nodes
In the same PowerShell session (PowerShell ISE or VS Code), create a new file to work with the following. You can create new navigation with the following commands.
Add-TikitCustomNode:
name: the name of the navigation node
itemtype: Page or Tab
defines whether the navigation that is created shows along the left hand side or within the context of a ticket
order: the order in which the navigation appears
url: the URL of the page to load, in the context of Edit Ticket you can use the following QueryStrings in the URL to pass in the ticket ID and/or Requester's Entra ID. For example, when integrating Asset Management the following URL is used.
"https://apps.powerapps.com/play/APPIDHERE?&ticketid={ticketId}&requesterid={requesterEntra}&source=website&screenColor=rgba(165,34,55,1)"
Generate an access token
Update the values for Add-TikitCustomNode
Push F5 to run the script
Connect-Tikit -Token "tokenhere"
Add-TikitCustomNode -name "navNameHere" -itemtype "Page" -order 1 -url "websiteURLhere" -iconURL "iconURLhere"
Updating navigation nodes
In the PowerShell session that has the commands loaded, you can also perform updates to navigation. This is useful if you want to change the name, icon, or made small edits to the URL. Take the following PowerShell example of renaming the "Dashboards" navigation to "Power BI"
Connect-Tikit -Token "tokenhere"
Get-TikitCustomNode | where-object {$_.Name -eq "Dashboards" -and $_.ItemType -eq "Page"} | Update-TikitCustomNode -Name "Power BI"
First we connect to Tikit, get all of our navigation, filter for one where the name is "Dashboards" and is of ItemType "page", and finally update it to be called "Power BI". This can be extended further, for example rename the dashboard and the order it appears in on the left.
Connect-Tikit -Token "tokenhere"
Get-TikitCustomNode | where-object {$_.Name -eq "Dashboards" -and $_.ItemType -eq "Page"} | Update-TikitCustomNode -Name "Power BI" -order 3
Removing navigation nodes
We can also remove navigation similar to how we update navigation. Instead of Update-TikitCustomNode, we'll use Remove-TikitCustomNode. In this case, we first retrieve all navigation, filter for a single navigation node called "Dashboards" that is of ItemType "Page" and then finally, remove it.
Connect-Tikit -Token "tokenhere"
Get-TikitCustomNode | where-object {$_.Name -eq "Dashboards" -and $_.ItemType -eq "Page"} | Remove-TikitCustomNode
