To synchronize InTune devices with Tikit Asset Management, you will need to setup an App Registration within your Azure tenant and set those values in Asset Management settings. We need the Azure Tenant ID, Intune App ID, and InTune Secret.

Register an Application within Azure

1. Navigate to Azure Portal - App Registrations to view app registrations within your tenant. If you cannot see or create App Registrations, you will need more permissions or an Azure Administrator within your organization to continue.

2. Click on New registration

3. Fill out the following form:

   1. Name: Give the application a memorable name such as "Tikit Intune Asset Sync"

   2. Supported account types: Leave selected as "Single tenant only"

   3. Leave Redirect URIs blank

4. Click Register

Configuring API Permissions

1. On the next page, navigate to API Permissions and click Add a permission

2. Click on Microsoft Graph

3. Then click Application permissions

4. Search for DeviceManagementManagedDevices.Read.All and check it off then click on Add permissions

5. Click on Grant admin consent for TENANT, where TENANT is the name of your organization

Configure a Secret

A secret is akin to a password. In this context, the secret grants the ability to read all InTune device data.

1. Click New client secret

2. Provide a description and set an expiration date, then click Add

   

3. With your secret created, the Value field will only be shown once. If you forget or navigate away from the page, you cannot recover the value. You must repeat these steps and create a new secret.

   

This value is your Intune Secret paste the value into your Asset Management settings and save.

Obtain your Azure Tenant ID and App ID

Finally, we need to obtain the App ID (client ID) and Tenant ID (directory ID)

1. Navigate to Overview

2. Copy the Application (client) ID and paste it into the Intune App ID field within Asset Management

3. Copy the Directory (tenant) ID and paste it into the Tenant ID field within Asset Management

4. Click to save the settings

The InTune Connector runs every 24 hours at 1am relative to your time zone.

To create a Form to add to your Template, head into the Forms section.

1. Then click on + New Form

2. Once on the Add a Form step, select to create a form from scratch or start with a predefined form. To use a predefined form, select Start with predefined form, then select an option from the Predefined Forms section.

5. Select Create to continue to the form designer.

   

7. Once in the form designer, update the form to add/remove fields and optionally add validation, then select Save. To learn more about the designer, check out form designer below. Congrats on creating a new template! The template can now be used in the ticket deflection knowledge base as a response or directly applied to an existing ticket request additional information from a user.

5. Once in the form designer, update the form to add/remove fields and optionally add validation, then select Save. To learn more about the designer, check out form designer below.

Forms

Display completely customizable forms in Teams using the form designer. The designer can be found when adding or updating a Form. Create new forms from scratch or select a predefined form for inspiration!

• Hover over the labels or check out the following key section for more details.

1. Name The name of the form. This will be seen when selecting a Form in Templates, and can optionally be displayed to the user filling it out as configured within Templates

2. Toolbar Reset the form, preview in Dark/Light Teams themes, and Undo/Redo changes.

3. Card Elements A tool palette of different elements to build the form.

4. Card Area Preview and update the form with a WYSIWYG editor.

5. Card Structure View and select form elements to update specific properties.

6. Element Properties Element details and advanced features like validation and styling.

7. Card Payload Editor The card payload, or source code, that creates the form. Admins familiar with the Adaptive Card schema can update it directly here, but do so at your own risk!

Toolbar

• Reset Form Redesign the form from scratch or a predefined template.

• Select Host App Choose between Teams Light and Dark themes to preview the form in.

• Under and Redo Undo/Redo changes to form.

Card Elements

The Card Elements tool palette provides a selection of elements to add to the form. Card elements come in three types:

• Containers Arrange collections of child elements

• Elements Display information like text or images.

• Inputs Get input from the user.

To add an element, click and drag the element to the Card Area pane. To learn more about Adaptive Cards, see Authoring Cards

Containers

• Container Defines a a collection of elements.

• ImageSet Container of Images so that UI can show appropriate photo gallery experience for a collection of images.

• ColumnSet/Column Defines a collection of columns, each column is a container.

• FactSet Container of Facts.

Elements

• TextBlock Adds a block of text with properties to control what the text looks like.

• RichTextBlock Adds an array of inlines elements that support support different colors, font sizes, and styles.

• Image Adds an image with properties to control what the image looks like.

• Media Adds audio or video content content.

Inputs

• Input.Text Get text content from the user.

• Input.Date Get a Date from the user.

• Input.Time Get a Time from the user.

• Input.Number Get a Number from the user.

• Input.ChoiceSet Give the user a set of choices and have them pick.

• Input.Toggle Give the user a single choice between two items and have them pick

Ticket Properties

• Request The body of the original request by the requester, see below for more details

• Requester The user who requested the ticket

• Affected Users Add Affected Users to the ticket

• Status Set the Status of the ticket

• Ticket Type Set the Ticket Type

• Category Set the Category of the ticket

• Priority Set the priority

• Team Set the Team

• Group Set the Group

• Assignment Set an Assignee on the ticket using a pre-configured Team and Group, see below for more details

• Collaborators Add Collaborators to the ticket

• Due Date Set the Due Date property

• Tags Add Tags

• Resolution Date Set the Resolution Date. Valuable for tickets that are auto-resolved on submission.

• Add Comment Add a comment to the ticket

• Add Attachment Attach files to the ticket

Of these properties, the Request field is especially unique. Text can be added to the request field to ensure that every request submitted includes the added text. Additionally, the {{message}} tag contains the original request by the user who is creating the ticket. You can chose to include the original request text, or remove it from the field if the original request data is not important. Additionally, you can use variables in the request field to include other data fields included on the form. To learn more about request variables, see HERE. Finally, you can chose whether or not to show or hide the Request field to prevent it from being modified during the form submission process using the Initially Visible checkbox.

Assignment is also a unique property. It allows for an Assignee to be set on a ticket using a pre-defined Team and Group. After adding Assignment to a form, a Team and Group must be selected. The Assignee dropdown will then filter possible assignees for the ticket based on Team and Group membership. This property cannot be used in conjunction with the Team or Group properties on the same form.

Custom Properties

Depending on the number of Custom Properties you have created, they will appear after Ticket properties in the left hand selection menu of inputs.

Data Sources

Data sources allow you to configure curated sets of data for various ticket properties. Think of data sources as a way to filter property options to only the ones you want your users to see when filling out a form. To configure a Data Source, click Data Sources at the top of the form designer, then select New Data Source. Give your new Data Source a name, then use the dropdown to select which data type you want to create. After selecting your data type, you will see a list of all of the data points for that property. Check the checkboxes next to the items you wish to be displayed to the user when choosing that data type. When the user is presented with the form, the dropdown for that data type will only display the items you checked. After creating the Data Source, click on the form element matching that data type and select the newly created Data Source in the dropdown.

Once selected, you can save your template and test the new form. You will note when clicking the dropdown for the element on the form, that only the data points you checked are visible in the list.

Card Area

The Card Area provides a WYSIWYG preview and editor for the form that users will see. The editor has several features to quickly update form:

• View Select an element to view details in the Card Structure and Element Properties panes.

• Update Double click an element to update it directly from the preview.

• Reorder Drag and drop to reorder elements in the form.

Card Structure and Element Properties

The Card Structure pane provides a detailed view of the form’s elements. An element can be selected from both the Card Area and in the Card Structure pane. Select an element to view and update its properties.

Card Payload Editor

Warning! Updating the card payload directly should only be done by admins familiar with the Adaptive Card schema to avoid breaking a form.×

The Card Payload Editor lets admins familiar with the Adaptive Card schema directly view and edit the source payload for a card. For more information on the Adaptive Card schema, see Schema Explorer.

In this article:

Creating a Custom Property

1. Navigate to https://web.tikit.ai/settings/custom-properties or "Custom Properties" within the Settings on the Agent portal as a Super Agent or Administrator.

2. Click "+ New Custom Property" at the top

3. Defining a new Custom Property requires a few items:

   1. Id: This property must have a unique identifier amongst all other properties. This is important as it can be used to identify the property in Tikit Automation, Tikit SLAs, Form(s), Power Automate, and Power BI/Excel reporting.

      1. Once it is set, it cannot be changed

   2. Name: This is what you and members of your organization will see when interacting with the property.

      1. This is a field that can be changed later

   3. Description: A way to define the purpose of the field and how its used

      1. This is a field that can be changed later

   4. Data Type: What kind of data will be stored by this property - String, Number, True/False, List, Date or Time. More on this in the next section.

      1. Once it is set, it cannot be changed

   5. Is Required: When this is checked, users must fill the field out to save the ticket.

      1. This is a field that can be changed later

      2. Error Message: The message to return to the user when the field is not filled out

   6. Is Hidden: When a property is hidden, the value can only be controlled via Tikit's API. This is useful for storing unique values from other systems such as syncing monitoring alerts, security event IDs, CRM records, and more.

Data Types

When creating Custom Properties, how the data will be stored and used matters. You can choose from the following options:

• String: Best for plain text, phone numbers, and email addresses.

• Number: Good for things such as quantity, or where math might be involved such as adding or subtracting

• True/False: This is a true/false value. Good for checkboxes, and building dependent logic such as "If true, then do X" for example in Multi-Turn Cards

• List: Good if you have a finite dataset and are looking to avoid free text input (string) so as to make automation scenarios easier to work with

  • Teams Presentation

    • List: When clicked in Teams, the user sees every option that exists in the list (minus Archived items)

    • Lookup: When clicked in Teams, the user must type to search options that exist in the list (minus Archived items)

• Date: Used to store a date value such as March 6th, 2026

• Time: Used to store a time value such as 12:37 pm

Re-Ordering

When you have two or more Custom Properties, how they appear in Web and Teams can be adjusted based on how they are ordered within the Custom Properties setting.

This change impacts the order in which properties appear in:

• Ticket Properties along the right hand side while editing a ticket in the Agent Portal

  • Location is before Tax

    

  • Tax is before Location

    

• The Ticket Preview Card along the top center while editing a ticket in the Agent Portal

  • Location is before Tax

    

  • Tax is before Location

    

• Teams Cards

  • Location is before Tax

    

  • Location is after Tax

    • 

• Form Designer

  • Location is before Tax

    

  • Tax is before Location

    

Using Custom Properties

When working with Power Apps, Power Automate, Power BI or Excel, Custom Properties can be retrieved directly from a Ticket on the CustomPropertiesAnswerJson field.

Power BI/Excel

The CustomPropertiesAnswerJson field stores the answers to Custom Properties and their values (if any) for a given ticket as a JSON payload that can be parsed for automation or expanded for reporting. Given the example used above, we can see a couple of tickets were created before this property was created and after it was created.

Tikit SLAs

Properties created can also be leveraged as criteria within SLAs, Their functionality is based on their data type. Take the following example where the Location Field created above contains the word "branch"

Tikit Automation

Properties created can also be leveraged within criteria for Automation and variables in Notification Center

Forms

Custom Properties can also be leveraged with Form Designer and their settings overridden on a form by form basis. In this case, the ID, Label, Required, and Error Message come from how the property was originally defined.

In this example, the previously created Location property that has a definition of required, can be made optional on a Form.

You can read more about Forms here on the Knowledge Base.

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)"

1. Generate an access token

2. Update the values for Add-TikitCustomNode

3. 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

Installation is comprised of a few steps:

Obtaining Asset Management

To download the required solutions below, fill out this form. You will get an email with two download links, download both zip files and leave them zipped.

Enabling Custom Code in your Environment

The environment you deploy Asset Management to must have Power Apps Code Apps enabled in order to run Asset Management. To enable this:

1. Navigate to https://admin.powerplatform.microsoft.com/home

   

2. Click on Manage in the left hand navigation and click the name of the Environment you will deploy Asset Management to. We suggest you create a new Environment called TikitApps for all Tikit related Apps.

3. Once inside the Environment, click on Settings in the top menu

   

4. In the search, search for "Allow publishing" and click Allow publishing of canvas apps with code components

5. On the page that is returned, enable the feature Power Apps component framework for canvas apps

Installing Asset Management to your Environment

This section will walk you through the installation process for Asset Management.

1. Log into https://make.powerapps.com/

2. Choose the Environment you'll be installing to by clicking on "Environment" in the top right of the page.

   1. Power App Environments allow you to manage production, development, staging, or other environments as you see fit. By default, your production environment will have (default) next to its name.

      1. Installing Asset Management to a non-production environment is supported and encouraged if you want to a have a "dev environment" for Asset Management

   

   b. (optional) To manage environments, log into https://admin.powerplatform.microsoft.com/

3. Next, head to Solutions

   

Don't see it? Click on "... More" and click the pin for "Solutions"

4. Then choose Import Solution on the top ribbon

   

5. Choose "Browse"

   

6. First, we'll import CiresonComponents_x_x_x_x_managed.zip where x_x_x_x represents the version number

   

7. Click Next and the finally Import

   

8. Wait for CiresonComponents to import. Power Apps will display a banner along the top of the screen letting you know importing has begun and when it has completed. You may navigate away from the page once you have begun the import.

9. Next, choose Import Solution again only this time browse and import AssetManagement_x_x_x_x_managed.zip where x_x_x_x represents the version you are importing.

10. Again, click Next, and then Import

    

11. Once imported, navigate to the Managed tab where you will see both solutions you have imported.

    

Retrieve the Asset Management App ID

12. Next you'll need to retrieve the App ID in order to configure custom navigation within the Tikit Agent portal. Click Asset Management

13. Then click the stacked "..." menu item to the right of Asset Management, then Details

14. Copy the value from App Id and take note of it for later in this article in the Adding Navigation into Tikit Agent Portal section

Upgrading Asset Management

To upgrade Asset Management or its components:

1. Navigate to https://make.powerapps.com/

2. Choose the Environment you'll be upgrading to by clicking on "Environment" in the top right of the page.

   1. Power App Environments allow you to manage production, development, staging, or other environments as you see fit. By default, your production environment will have (default) next to its name.

   

   b. (optional) To manage environments, log into https://admin.powerplatform.microsoft.com/

3. Next, head to Solutions

4. Then choose Import Solution on the top ribbon

   

5. Choose "Browse"

   

6. Import the app you wish to begin the upgrade for

   1. The version you are upgrading to must be higher than the version that exists in your environment otherwise no upgrade will take place.

7. Click Next

8. On the Import a Solution screen, if you expand Advanced Settings you'll see three choices.

   

   Unless told otherwise, leave the default choice of Upgrade selected

9. Leave Enable Plugin steps and flows included in the solution checked

10. Click Next

11. Depending on the nature of the upgrade and your version, your choices below will vary. But it should be noted, you have an opportunity to adjust these connections before import. If you change your mind later, they can adjusted later.

    

If you receive an errors/are unable to move forward to import. Adjust the connections in question with valid credentials.

12. Finally, import the solution to complete the upgrade

Adding Navigation into Tikit Agent Portal

Once installed, download the associated PowerShell or Postman collection to add Asset Management navigation nodes.

PowerShell

The associated 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.

Now, create a new file in either PowerShell ISE or VSCode and paste the following script into your new file.

Then copy and paste the following PowerShell below into that screen.

#### update the two following variables, then run this script with F5
$appID = "aaaaaaaa-bbbb-cccc-dddd-eeeeeeeeeeee"
$apiToken = "tikitTokenHere"

#### connect to Tikit and add Asset nodes
Connect-Tikit -Token $apiToken
Add-TikitCustomNode -name "Assets" -itemtype "Page" -order 1 -url "https://apps.powerapps.com/play/$($appID)?source=website&screenColor=rgba(165,34,55,1)" -iconURL "https://tikitapi.cireson.com/tikitassets/assetmanagement/phonelaptop_regular.svg"
Add-TikitCustomNode -name "Assets" -itemtype "Tab" -order 1 -url "https://apps.powerapps.com/play/$($appID)?&ticketid={ticketId}&requesterid={requesterEntra}&source=website&screenColor=rgba(165,34,55,1)"

PowerShell ISE

VS Code

Before you run this, you will need to paste in your Power Apps App ID (above in this article) and a Tikit Access Token with administrator privileges.

With your App ID and Token pasted into the above, push F5 to run the script. This will create two new pieces of navigation instantly within your Tikit Agent portal.

Assets will be available on the left, and Assets will also be available as a tab within tickets when editing them.

To customize further, check out our article on Custom Navigation in the Agent Portal

Configuring InTune Sync

To setup the InTune connector, you can use Configuring InTune App Registration

Getting Started

To use Group Chat, you must feature consent to use Group Chat.

1. Navigate to Settings > Consent Management and enable consent for Group Chat

2. Click "Update Consent" in the top right. Microsoft will prompt

3. Group Chat can now be enabled in Ticket Configuration.

   

4. Once enabled, Group Chats can be created on a per ticket basis by Agents

Create a Group Chat

Initiating a Group Chat is done by an Agent from the Agent portal directly on a ticket as seen below by clicking "Create Group Chat"

Once clicked, the button becomes "Open Group Chat" and a banner is placed above the Activity area that allows you to jump directly into the Teams Group Chat.

When a Group Chat is created the following occurs:

• The Requester, Affected Users, Assignee, and Collaborators are brought into a Microsoft Teams Group Chat

• Tikit Virtual Agent introduces itself to the Group Chat and is a member of the chat to control:

  • Users added/removed from the Ticket Agent Portal will be added/removed from the Group Chat

  • Users added or removed from the Group Chat, will be added/removed from the ticket

  • When users are added from the Agent Portal, Tikit Virtual Agent will automatically share the entire chat history.

  • If the Request and/or Status is changed in the Agent portal, the Title of the Group Chat is updated accordingly

  • If the Requester/Affected User(s) attempts to remove an Agent from the Group Chat, Teams will allow this but very shortly after Tikit Virtual Agent will automatically add the user who was removed back. In this way, only Agents can control who is on the Group Chat by virtue of who is on the related ticket

Customizing Tikit Virtual Agent's Introduction

Within Bot Configuration, you can control Tikit Virtual Agent's welcome message and whether or not to include a link back to the ticket.

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

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.

Sign Up

Sign up for Tikit Training Tuesdays here.

In these sessions, the team will discuss and demonstrate new topics and, upon your request, dive deeper into those previously covered.

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This series is community lead so please provide feedback and let us know which other topics you would like to see. 

Send an email to “help@cireson.com” to share your thoughts.

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Email Connector

The Tikit Email Connector allows you to create and update tickets via a M365 email inbox. A normal user, or shared mailbox can be configured to work with Tikit. Group mailboxes and distribution lists are not supported at this time.

Emails sent to the connected mailbox will create a new ticket if they are not already associated to an existing ticket via a conversation thread, or a previous notification from Tikit. Tikit uses a combination of Exchange thread ID's and embedded HTML tags to identify messages that are associated with an existing ticket. If you find responses are being added to the wrong ticket, try creating a new email message and including #123 in the subject, where 123 is the Id of the ticket you wish to add a comment to.

Tickets created via email will automatically send ticket updates and notifications to the Requester via email, in addition to the usual Teams notification channel.

Connect a mailbox

1. Navigate to Settings > Consent Management and enable consent for the Email Connector

2. In Settings > Email Connector select Connect M365 Mailbox. Microsoft will prompt to login to an M365 mailbox.

Connecting a shared mailbox is supported to avoid having to use a 365 licensed user for the Email Connector. Group/Team mailboxes and distribution lists are not supported at this time.

You have successfully configured the email connector and are ready to turn emails into tickets!

The Email field shows the currently connected mailbox

Edit Email Connector Settings

To view and update email connector settings in the Tikit web app:

1. Open the Tikit web app at https://web.tikit.ai.

2. Once in the Tikit web app, select the settings gear in the header, then select Email Connector.

Response Message

Tikit will use the configured Response Message when sending an initial ticket creation response to the Requester.

Language

The email connector will attempt to determine the sender’s language preferences based on the internet header of the message. If the connector cannot determine the language, the language specified in the Language option will be used as the default. This affects basic message properties including buttons.

File Attachment Filtering

The File Attachment Filtering option allows for additional control when attaching files to a ticket. Any files smaller than the specified value will be ignored by the email connector. This is useful in preventing company logos and email signature images from being unnecessarily added to a ticket. To disable this option, set the value to Zero.

Exclude Footer

Removes the link to the ticket in the web portal from the bottom of the email message.

How to add ticket replies

Note: Replies via email are only sent when the ticket was created with the email connector. To send email notifications via comments for all tickets, see Automations.

To add a reply to a ticket with the email connector:

• Requesters can add replies to their requests by simply replying to Tikit emails. In this example, Patti wants to add a quick reply to their ticket so they reply to the email notification from the connected mailbox.

Once on the edit ticket page, Patti’s reply can be seen in the activity feed. For more on details on using the ticket dashboard to view ticket activity, check out How to view ticket activity.

Note: The email connector sends notifications with a ticket number in the message subject using the format: #123. To reply to a ticket and create a comment on the ticket, the number must be included in the subject line of the email being sent.

Activity Notifications

Note: Like replies, activity notifications via email are only sent when the ticket was created with the email connector. To send email activity notifications for all tickets, see Automations.

Requesters receive email updates for new ticket activity like new replies and status changes.
Here are a couple examples:

• An analyst has added a new reply to the ticket.

Select Open Ticket to view the request in the web app or reply to the email to add a new reply.

• An analyst has resolved this ticket.

Select Open Ticket to view the request in the web app or reply to the email to add a new reply.

Note: The email connector sends notifications with a ticket number in the message subject using the format: #123. To reply to a ticket and create a comment on the ticket, the number must be included in the subject line of the email being sent.