How to Use Tikit

With the Tikit Teams App, Agents can quickly triage and solve problems without leaving Teams. A triage channel gives your support team a live view of work and ticket history at a glance. Analysts can also interact directly with Tikit to find and work tickets using conversational triage, commands, and message actions. Analysts can also improve Ticket deflection from the Tikit app to streamline the support process and answer commonly asked questions intuitively.

In this article:

Teams Apps

Tikit consists of multiple Teams applications and the goal of each application is to solve the needs of the particular user persona that interacts with that application. The Tikit App helps Agents to quickly triage and solve tickets from Teams, while the Tikit Virtual Agent is the first-line of support for your end-users.

To learn about Tikit Virtual Agent head here.

Triage Channel

Triaging can be defined as assignment of urgency and categorization of a unit of work. In Tikit you can define a triage channel to receive notifications of all new tickets. Triage channel cards are dynamically updated so analysts can see the latest ticket details and comments. Analysts can even work a ticket without leaving the triage channel.

Setting Triage Channel

Tikit administrators can set the triage channel for a given Team from Settings -> Teams in web.tikit.ai

To update the Tikit triage channel:

1. Navigate to Settings -> Teams

2. Select the Team you want to set the Triage Channel for

3. Select the Triage Channel from the Triage Channel picker

Enable Channel Notifications

Once the triage channel is set, analysts may want to be notified of any posts or changes in the channel.

To enable Teams channel notifications for the triage channel:

• Find the triage channel in Teams then select

  

   (More options) > Channel Notifications.

Working With Tickets in the Triage Channel

For example, see the ticket to the right from the triage channel. This card has all of the ticket’s details, including the latest comments, and action buttons to work the ticket. To help unassigned tickets stand out in the triage channel, unassigned tickets use red text for the assignee.

Triage channel cards are updated dynamically so analysts can see the latest on what’s in the queue for their team. For details, check out Working with Tickets in Tikit below.

Conversational Triage

Conversational triage enables teams to triage work in a more natural way. Analysts can navigate and work tickets without having to memorize specific commands, phrases, or key words. Tikit knows a few specific commands but mostly you can just ask:

Want to see tickets assigned to you, ask things like:

What should I work on

Show me my work

Show me my tickets

Want to see unassigned tickets, ask things like:

Show me unassigned tickets

What can I work on

Want to see a specific ticket, ask things like:

Open ticket 22

Get ticket 22

See the following sections for more examples.

View Ticket

To see a specific ticket:

I want to view ticket 1

Get ticket 1

Open ticket 1

Reply to ticket 1

Ticket Status

No need for all of a ticket’s info? Just ask Tikit for a status update on the ticket.

Status 49

49 Status

What is the status of ticket 49?

Is ticket 49 active

Is ticket 49 closed

My Tickets

See tickets assigned to you. Select a ticket to open the full ticket details.

What items do I have

Show my tickets

My work

What should I be working on

What do I have

Assigned to me

What active items do I have

Unassigned Tickets

See unassigned tickets. Select a ticket to open the full ticket details.

Unassigned Tickets

What can I work on

Tikit Commands

Tikit also knows a few commands:

Tickets

Quickly find & edit tickets using a set of filters.

Tickets

Add Knowledge

Add a new deflection or import external FAQs into your ticket deflection kb.

Add Knowledge

Submit feedback on your conversation triage interactions to help us improve our responses. Conversational triage can also trigger the Tikit Feedback card.

Feedback

Did not get the right answer

That is wrong

Did not help

It was incorrect

Help

See a quick cheat sheet for interacting with Tikit.

Help

View the faq

See documentation

Message Actions

Message Actions take user interaction to another level letting analysts capture their interactions in Tikit. Analysts can create a ticket directly from a message, add a message as a comment, and quickly update the ticket deflection knowledge base. These actions can be used from any user message in a private, group, or channel conversation. Message actions are a great tool to have if you choose to set up a dedicated public help or support channel in Teams to quickly create tickets from public conversations and queries.

1. To open the Message Actions menu for a message, select

   

    (More options) > More actions.

2. Select a Message Action:

   • Create a Ticket

   • Add to Ticket

3. To add the message to your KB,
   select More actions > Add QnA to KB

Create a Ticket Action

The Create a Ticket action can quickly create a new request from a message to start capturing an interaction.

Create a new ticket with the Create a Ticket message action:

1. The Create Ticket form will open autofilled with the message sender as the requester, the message as the request, and the default Priority.

2. Check Include link to the message to add a link back to the original message in the ticket.

3. When ready select Submit.

4. The ticket can be worked immediately after creation.

Add to Ticket Action

The Add to Ticket action adds the message as a new comment to an existing ticket. Great for capturing info or keeping the user in the loop. Comments are created as the analyst on behalf of the message sender.

Adding a comment to a ticket with the Add to Ticket message action:

1. Using the filter window, find a ticket to add the comment to. Select one of the ticket filters to continue:

2. The Add Comment to Ticket form will open autofilled with the message and a short “on behalf of” note.

3. Check Private to mark the new comment as private.

4. Check Include link to the message to add a link back to the original message in the comment.

5. When ready select Add Comment to add the comment to the ticket.

Comment Notifications

The Tikit Virtual Agent will notify the requester if comment is not marked Private and Tikit will notify the assigned analyst that a new comment has been added.

Add QnA to KB Action

The Add QnA to KB action adds the message to the Ticket Deflection knowledge base. For more info on Ticket Deflection and updating Tikit’s Ticket Deflection knowledge base see the Ticket Deflection section.

Adding to Ticket Deflection with the Add QnA to KB action:

1. Identify a Teams message you want to add to the Tikit KB, hover over the “…” and select “Add Knowledge in Tikit”.

2. Tikit autofills the “Phrases” with the message, from Teams and you can now type the answer to the received message. After you are done press “Add Knowledge” to add the new KB article to the Tikit KB.

3. Once completed, Tikit will send a confirmation message that the knowledge base has been updated succesfully.  

Working with Tickets in Tikit

Analysts don’t have to leave teams to work tickets thanks to the Tikit Teams app. With the Tikit app analysts can assign tickets, send replies, update tickets, and start chats with users without leaving Teams.

Viewing Tickets using Filters

To find and edit tickets in Teams:

1. Send the Tickets command and select what tickets you want to see:

2. Select a filter like All Active and the Search Tickets window will open to find tickets matching the selected filter.

3. Select a result to view and edit the ticket.

Taking a Ticket

Take assigns the ticket to the current analyst with a single click. If a ticket is already assigned then Take will be replaced with Unassign in order to quickly unassign the ticket.

Assignment Notifications

Tikit will notify the user that the ticket has been assigned.

Tikit will send the analyst the ticket details.

Replying to a Ticket

Reply adds a new comment reply to the ticket. Comments can also immediately be added into the ticket deflection knowledge base by selecting Send & Add to KB.

Comment Notifications

Tikit Virtual Agent will notify the requester that a new comment has been added. The requester will not be notified when private comments are added.

Tikit will notify the assigned analyst that a new comment has been added by another user.

Add Attachment

Add Attachment attaches a file or files to the ticket. Files are uploaded to the triage channel’s SharePoint for access by agents, the ticket requester, affected users, or collaborators.

The file upload dialog will then appear. You can drag and drop files to the window or click Upload to select files from your device.

Your selected files will be listed in the following dialog allowing you to view which files have been selected and add or remove additional files. Once you select Attach to Ticket the files will be uploaded and attached to the ticket.

You can also choose to include a private or public comment with your attachment. The comment will be shown alongside the attachment in the ticket’s activity history. To add a comment, type it into the Message section of the file upload dialog.

• You can also post a file directly to the Tikit chat. Tikit will then respond asking if you want to attach the file to an existing ticket, or to create a new ticket.

The most recent attachments are seen in the ticket card. Select View Attachments to view and delete attachments.

Once in the Attachments window, you can open a file by selecting the filename, and remove attachments by selecting the trash icon. You can also download individual files by selecting the download icon next to the file, or use the Download All button to download all the attachments as a zip file.

Ticket attachments are stored within the SharePoint folder for the triage channel in Teams. Tikit analysts are given access to file attachments by default, while requesters can only view attachments for their requests. Attachments can be viewed under Triage Channel Name >  Tikit > Ticket #.

For example, on the right the triage channel Triage would save ticket 3’s attachments in Documents > Triage > Tikit > 3.

Updating Ticket Details

The Modify button updates the following ticket fields, for more details check out the related help articles:

• Status dropdown list; Manage Status Values.

• Type dropdown list; Manage Type Values.

• Category dropdown list; Manage Category Values.

• Priority dropdown list; Manage Priority Values.

• Team dropdown list; Manage Teams.

• Group dropdown list; Manage Groups.

• Assignee dropdown list; Manage Security.

• Due Date date picker.

• Resolution Date date picker.

Update Notifications

Tikit Virtual Agent will notify the requester when the ticket is updated.

Tikit will notify the assigned analyst when the ticket is updated by another user.

Chatting with User

The Chat with … button is a shortcut for a one-on-one Teams chat with the requester.

Chat Notifications

The user is not immediately notified when only opening a one-on-one chat. They will receive the standard Teams notifications when the analyst sends a message so no worries about accidental notifications.

Tagging Ticket

Tag gives Analysts a simple to use tagging system to help organize tickets. Tags are space-delimited: adding “hardware refresh” will add the tags hardware and refresh to ticket.

View All Comments

Tikit will display the last three comments on a ticket by default, but analysts can view the rest in the Conversation History window.

To show full conversation history for a ticket in the Tikit App:

1. Find a ticket and select Show Full Conversation to open the Conversation History window.

2. In the Conversation History window, analysts can see previous public and private comments and add new comments.

3. To add a new comment from the Conversation History window, select Reply, enter a comment, and select Send. Analysts can also check Private to make the comment visible to analysts only.

Ticket Deflection

The ticket deflection knowledge base allows the Tikit Virtual Agent to intelligently respond to user requests with helpful answers to lower the ticket workload of analysts. Tikit uses Azure’s natural language processing (NLP) to train Tikit Virtual Agent to answer user requests using the ticket deflection knowledge base.  Out of the box your ticket deflection knowledge base will be empty but you can use the Add Knowledge command, Send & Add to KB reply button, and KB editor in Tikit Settings to quickly populate and train Tikit Virtual Agent. If the ticket deflection KB does not have an answer, Tikit Virtual Agent makes it easy to make a new request.

Add QnA to KB

To add new knowledge to the Tikit Ticket Deflection Knowledgebase:

1. Message Tikit with Add Knowledge.

2. Ticket will reply with the a card to update the Tikit ticket deflection knowledgebase. This card lets Analysts add questions and answers manually, or to import an existing FAQ.
   

• Select the AddQnA to KB tab to add a single set of questions and answers to the KB.

• Select the Import FAQ to KB tab to import an existing FAQ webpage.

3. Enter question(s) separated by semicolons (;) into the Question field, and an answer in the Answer field.

4. Click Submit to save changes. Tikit will show a confirmation message that the request has been submitted. 

5. Tikit will send a notification once the knowledge base is updated.

Tikit Virtual Agent is now ready to answer questions!

Note: If Multi-Department Picker is enabled, users will have the option to select the team the ticket will go to from the deflection card delivered by the Virtual Agent

Add QnA to KB via a Ticket Reply

To add new knowledge to your ticket deflection kb using a reply:

1. Add a comment/reply to a ticket and then select Send & Add to KB.

2. Tikit autofills the “Phrases” with the Request details and autofills the KB article with the message you sent to the requestor. After you are done press “Add Knowledge” to add the new KB article to the Tikit KB.

3. Once completed, Tikit will send a confirmation message that the knowledge base has been updated successfully.  

Tikit Virtual Agent is now ready to intelligently answer questions!

Import FAQ to KB

To import existing FAQ(s) to the Tikit ticket deflection knowledge base:

1. Message the Tikit app with Add Knowledge

2. Ticket will reply with a card to update the ticket deflection knowledge base. This card lets Analysts add questions and answers manually or import an existing FAQ.

• Select the Add QnA to KB tab to add a single set of questions and answers to the KB.

• Select the Import FAQ to KB tab to import an existing FAQ webpage.

3. Enter FAQ URL(s) separated by semicolons (;) into the FAQs field.

4. Click Submit to save changes. Tikit will show a confirmation message that the request has been submitted.

5. Tikit will send a notification once the knowledge base is updated.

Tikit Virtual Agent is now ready to answer questions!

Notifications

Tikit makes sure that analysts are updated when their assigned requests are updates with Teams chat notifications.

Example Notifications

Ticket has been assigned.

A new comment has been added.

Ticket has been updated.