Agent, Admin & User Portals
Our focus first and foremost is building the best possible ticketing experience for Teams, but that doesn’t stop admins, agents and end users from accessing Tikit in a browser. The Tikit web app at https://web.tikit.ai can be accessed by Tikit admins to setup and configure Tikit, agents to work tickets and train ticket deflection, and users to view their requests.
Our focus first and foremost is building the best possible ticketing experience for Teams, but that doesn’t stop admins, agents and users from accessing Tikit in a browser. The Tikit web app at https://web.tikit.ai can be accessed by Tikit admins to setup and configure Tikit, agents to work tickets and train ticket deflection, and users to view their requests.
In this article:
Agents
The Tikit web app can be accessed by agents via the browser by navigating to https://web.tikit.ai. Ticket management, knowledge and user management is taken care by accessing the main menu: Tickets, My Work, My Group Work, Knowledge and Users:
Tickets: Review and manage all Tickets in the system
My Work: Dashboard to manage your tickets, planned tasks and emails
My Group Work: Dashboard for your work plus work assigned to your Support Group.
Service Catalog: View and edit entries to update Ticket Deflection and the Knowledge Base
Users: Review user information to include identity, linked devices and apps installed
To learn more about how to use the Tikit web app for day to day management, navigate over to the Tikit in Web – Agent Experience in our KB.
Admins
The Tikit web app Settings area can be accessed by admins via the browser by navigating to https://web.tikit.ai, and selecting the settings icon in the top right navigation. Tikit settings management is taken care of in this area:
To learn more about how to use the Tikit web app for administration, navigate over to the Tikit in Web – Settings in our KB.
Users
The Tikit Requests portal can be accessed by users via the browser by navigating to https://web.tikit.ai/requests. Organizational end users can access this page to create new tickets and review their currently active tickets:
To learn more about how to use the Tikit Requests Portal, navigate over to the Tikit in Web – End User Experience in our KB. My Group Work
The My Group Work view is similar to the My Work view, but also shows you all the tickets assigned to any Support Groups that you are a member of. It is now much easier to see all the work within your groups without having to create custom views.
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List View
The My Group Work List View provides an Agent a list of all their currently assigned work. The view tabs along the top of the view allows for filtering work by Tickets, Tasks, Approvals, and All work.
Board View
In the top-right corner select the Board View icon.
You will then be presented with the Board View.
My Tasks
Your group’s assigned Lifecycle Tasks are visible in the Board View. Here you can see all of the Tasks assigned to your group along with the associated ticket number and their details.
Approvals
Your group’s assigned Approvals are visible in the Board View. Here you can see all of your group’s Approvals along with the associated ticket number and their details.
My Agenda
A list of your calendar events.
My Tickets
A list of active tickets assigned to your group. Active tickets have a status other than Closed or Deflected.
Select a ticket to view and edit it.
My Task By Planner
A list of the Planner tasks assigned to you. New tasks can be added and current tasks can be completed, re-assigned, and deleted.
How to add a task
To add a new task:
Select + Add.
Enter in the task information.
Select a shared plan from Planner. If you do not have a shared plan, see below for steps on creating a new one.
Select a bucket.
(Optional) Select a due date for the task.
Select users to assign task to. If you do not add yourself as an assigned user this task will not be listed after adding.
Once the task information is entered, select + to add the task.
You have added a task!
How to add a shared list in Planner
If you do not have a shared plan to add tasks to, you may need to create one in the Tasks by Planner and To Do app in Teams.
To create a shared plan in Teams:
Open the Tasks by Planner and To Do app, then select + New list or plan.
Enter in a plan name, then select the Team and Channel to create a shared plan.
Select Create to create the shared plan.
You have created a shared plan and are ready to start adding tasks!
My Emails
A list of your emails.
Select the subject for an email to open it in your mailbox. Users
Analysts can find and update Tikit users from the Users settings page.
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How to view Users settings
To open the Users settings page:
Open the Tikit web app at https://web.tikit.ai
In the left navigation, open Users.
Update Update all users from Azure Active Directory (AAD).
Search Search for specific users.
Name User names and pictures. Select a user to view their details.
Email User emails.
For more on user details, check out How to view user details below.
How to update all users
To update all users’ data from AAD:
In Users, select Update.
An “Updating all user data…” message will display while all user data is being updated from AAD. When finished, the Users page will be reloaded.
How to view user details
To view a user’s details from the Users settings page:
Open the Tikit web app at https://web.tikit.ai
In the left navigation, open Users.
Find and select a user to open user details.
User Links Links for emailing user, starting a one-on-one chat, Azure Active Directory (AAD), Office 365, and Intune.
User Info View a user’s information. Update user to get the latest info from AAD.
Linked Devices View the devices linked to the user in Microsoft Intune. These include enrolled and unenrolled devices.
Tikit Apps View and update the installed version of Tikit apps for user, including the Tikit and virtual agent apps.
Update Update user information from Azure Active Directory (AAD).
How to view user links
The user details page provides links for email, starting a one-on-one chat, Azure Active Directory (AAD), Office 365, and Intune for user.
You may need to update the user if these links are not displayed.
How to view user info
Once in the user details page, select the User Info tab to view the user’s information, including their name, job info, settings, and contact info, all synced from Azure Active Directory (AAD).
Selecting Update in User Info tab will sync the latest user info from Azure Active Directory.
How to view user linked devices
Once in the user details page, select the Linked Devices tab view the user’s enrolled and unenrolled devices with the Intune Connector. Enrolled owned devices are owned by the user and have been enrolled in MDM with Intune, while unenrolled devices are registered to the user but have not yet been added to MDM. Each device’s card includes the device name, the OS, version, join type, and registration date. Enrolled devices also include additional information like free disk space and remote actions.
Selecting Update in Linked Devices tab will sync the latest devices for the user with the Intune Connector.
Not seeing any devices after updating? You may need to update the user's info first before syncing their devices. Select the User Info tab, select Update, then try updating Linked Devices again.
Enrolled devices include remote actions:
The Retire action removes managed app data (where applicable), settings, and email profiles that were assigned by using Intune. The device is removed from Intune management. Removal happens the next time the device checks in and receives the remote Retire action.
The Wipe action restores a device to its factory default settings. This removes all personal and company data and settings from this device. You can choose whether to keep the device enrolled and the user account associated with this device. You cannot reverse this action.
The Restart device action causes the device you choose to be restarted (within 5 minutes). Users will not be automatically notified of the restart, and might lose unsaved work.
The Open action opens the device in the Microsoft Endpoint Manager admin center.
For more information on Intune remote actions, check out Remove devices by using wipe, retire, or manually unenrolling the device.
Note that the Intune Connector may not be available with your current plan. Select Go to Billing to manage your plan and enable this feature. For more information on plans and pricing, please see Pricing.
How to view user Teams Apps
Once in the user details page, select the Tikit Apps tab to view the user’s installed version of the Tikit Virtual Agent and Tikit Teams apps. Depending on if the app is installed and/or if there is an update, the option to Install or Update apps will be available.
To install a Tikit app for a user, select Install Now.
To update a Tikit app for a user, select Update Now.
Selecting Update in Tikit Apps tab will refresh the view of the users’ currently installed apps in Teams.
How to update a user
To update a user from the user details page:
Select the User Info tab, then select Update to update the Tikit user’s information from Azure Active Directory (AAD).
An update message will display while the user data is being updated. When finished, the user info tab will be refreshed with the latest info. Service Catalog
Analysts can view and edit entries to retrain the Ticket Deflection Knowledge Base from the Service Catalog page. Professional KB responses can be created with a WYSIWYG editor for Teams markdown formatting or even responding to user requests with a custom form with templates in Tikit.
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Service Catalog Settings
To view and retrain the ticket deflection Service Catalog:
Open the Tikit web app at https://web.tikit.ai.
Once in the Tikit web app, select Service Catalog from the left navigation.
Hover over the labels or check out the following key section for more details.
Add Catalog Item Add a new phrase and response pair to Service Catalog.
Search Search for specific KBs by phrase or response.
Phrases Ticket deflection phrases. Phrases can include questions, statements, and key phrases with additional alternate phrasing to provide more conversational responses to users.
Response Ticket deflection responses. Responses can be Teams markdown or a custom form response.
Request Offering Link the catalog item to a request offering.
Service Offering Link the catalog item to a service offering.
Order Specify the position of the Request Offering within its Service Offering in the Service Catalog. Lower numbers appear first.
Edit Selecting a phrase will open the Edit form.
More Options Additional options, including Edit, View, Get Link and Delete.
Status The publication status of the Service Catalog item.
Created By User who created the article.
Modified By User who last modified the article.
Last Modified Date time the article was last modified.
Agent Only Article can be made available to only Agents, Super Agents, and Administrators.
Note Prior to the addition of the Created By, Modified By, and Last Modified fields, this data was not previously recorded by Tikit, and therefore, will not display for articles created before these fields were introduced.×
Add a Catalog Item
To add new items to the ticket deflection service catalog:
In the Service Catalog, select + Catalog Item from the toolbar.
In the Edit form, enter one or more phrases and the response. The response can be formatted text with Teams markdown or a custom form using a template, see below for both options.
Select a Status for the article. Articles in Draft or In Review status will not be available for end users through TVA.
If the response should only be available to Agents, enable Agent Only.
To display the article in your Service Catalog as a Request Offering, turn on Enable Request Offering.
To have one of your predefined templates automatically presented as the response, enable the Use Template option.
Editing Service Catalog Items
Keep ticket deflections up and analyst work down by retraining the knowledge base regularly with new items. Manage entries to include alternate phrases, useful responses, and even custom forms from templates.
To update existing items in the ticket deflection service catalog:
In the Service Catalog, find an entry to edit then open the Edit form by selecting a phrase or selecting More options (…) > Edit.
In the Add Catalog Item form, enter one or more phrases and the response. The response can be formatted text with Teams markdown or a custom form using a template, see below for both options.
Respond with an Image
To include an image in your response:
Click the Image symbol in the editor.
Paste the image link in the URL field and click Add.
Align your image using the Left, Center, Right controls.
Note that images must be hosted somewhere that end users have direct access to when viewed from Teams, for example an Azure static website or CDN. For more information regarding the creation of a static Azure website to host your images see this article.
Warning: Because using image files in Service Catalog articles requires anonymous, public access to the image file, customers should be cautious about sharing image files that contain potentially sensitive data.
It should be further noted that SharePoint does not allow for direct access of image files and, therefore, will not work for this purpose.
Respond with Teams Markdown
To respond with a message using Teams markdown, use the WYSIWYG editor to write the response. The editor supports Teams markdown formatting, including bold, italic, strikethrough, block quotes, code blocks, unordered lists, ordered lists, URL links, and images. For more info on Teams markdown, please see Use Markdown formatting in Teams.
Respond with Template
To respond with a custom form in Teams, enable Use template and select an available template from the dropdown.
If you need to create a Template, please reference the Templates KB article.
After phrase(s) and the response have been entered, select Save to retrain the ticket deflection knowledge base. Once retraining is complete, the Service Catalog page will reload and the HelpBot virtual agent will get to deflecting tickets with the new knowledge in Teams.
Service Offerings
Linking a Catalog Item to a Service Offering ties the user-facing request to the underlying configuration. Without this connection, tickets may not trigger the correct templates, lifecycles, or ticket assignment.
You can link Catalog Items to a Service Offering within the Visual Service Catalog in the end-user Requests Portal. While the portal defaults to a virtual agent experience, the Visual Service Catalog offers a more structured, easy-to-browse layout similar to a traditional help menu.
Best Practices
Use consistent naming between Catalog Items and Service Offerings
Test the flow by submitting a request from the Service Catalog
Edit Knowledge Thresholds and Multiple Responses
To edit the strictness of the deflection as well as the number of responses returned:
In Settings, under Bot Configuration, you can modify:
Score Threshold: How confident (with 100% being a perfect match) deflection should be, before returning a response.
NOTE: If the Azure AI integration is configured and no responses can be found within your Service Catalog. Deflection will then search against your configured OpenAI instance for a generative response.
Number of Responses to Return: When multiple responses exceed the confidence threshold, they can be returned as a single response. This enables users interacting with deflection to make their own choice as to which response (Knowledge Article or Template) they would like to proceed with
When the most confident response is greater than the following: In the event multiple responses exceed the confidence threshold and the most confident response is greater than this number. Only that single response will be returned.
You will also have the option to only return a single Knowledge response if it is higher than a given confidence score.
You can modify the response given when the virtual agent returns your multiple responses, as well as the message when no responses are returned and a ticket needs to be opened.
Service Catalog Status
Service Catalog articles can have a status of Draft, In Review, or Active. Articles that have a status of Draft or In Review will not be available via TVA. The statuses can be used to indicate a newly created article that may be incomplete or require further review before being made available in TVA. Active articles will are available in TVA.
Agent Only Articles
Articles marked Agent Only will only be returned for users with the Agent or Super Agent roles when interacting with the Tikit Virtual Agent (TVA). Agents can use this to keep internal articles that should not be viewed by end users or when testing and reviewing article responses before making them available to the rest of the organization.
Deleting Catalog Items
Need to permanently remove an entry in the Service Catalog over updating it with new info?
To remove in item from the Service Catalog:
In Service Catalog, find and select the More options (…) on the right side of an entry, then select Delete.
Select Yes to confirm deletion and retrain the ticket deflection service catalog. Once retraining is complete, the Service Catalog page will reload.
Synonyms
Adding Synonyms to Tikit can significantly improve the quality of responses in the Tikit Virtual Agent. Synonyms allow for more accurate matching of intent when chatting to the Tikit Virtual Agent. Synonyms are universal in that they are not tied to a specific article and will improve accuracy across all existing and future articles in the Service Catalog.
Examples
Some examples where you could use synonyms:
Word
Synonyms
broken
defective, needs repair
knowledgebase
knowledge base, kb
bluetooth
blue tooth, BT
How to Add Synonyms
To add synonyms, navigate to Service Catalog and click on the Synonyms tab:
Click the Add Synonym button. The Add Synonyms window will open. Enter your synonyms one at a time hitting Enter after entering each one. Then click Save.
Chat Studio
The Chat Studio experience is designed to allow a Service Catalog Reader or Admin to experiment with queries and responses to the bot without creating tickets or having to interact via Teams. This allows for the testing of new Service Catalog items and to ensure that end user requests will return the desired article(s).
Chat Studio can be configured to include various types of responses, including Azure OpenAI if configured in your environment. Each of the options is further outlined below.
Include Draft and In Review Articles Includes Articles and Templates with the status Draft or In Review in the results.
Include Agent Only Articles Includes Articles and Templates that have been set to only display for Agents.
Include Azure OpenAI Results Returns a result from the Azure OpenAI service, if configured, when no result is found in the Tikit service catalog.
Show Ticket Deflection Score Display the deflection score value when matching against the Tikit service catalog.
Ticket Deflection Score Threshold Functions the same as the slider found under the Bot Configuration settings. Changing this value only affects the results in Chat Studio and does not have any impact on the value set in the Bot Configuration settings.
Number of Responses to Return Functions the same as the setting of the same name in the Bot Configuration settings. Changing this value only affects the results in Chat Studio and does not have any impact on the value set in the Bot Configuration settings.
Note Including Azure OpenAI results in Chat Studio will incur costs on your Azure subscription. My Work
My Work provides agents the ability to see their currently active Tickets, Approvals, Tasks. Plus they can also view their upcoming calendar events, Tasks from Planner, and unread emails.
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List View
The My Work List View provides an Agent a list of all their currently assigned work. The view tabs along the top of the view allows for filtering work by Tickets, Tasks, Approvals, and All work.
Board View
To select the Board View:
In the left navigation, go to My Work.
In the top-right corner select the Board View icon.
You will then be presented with the Board View.
My Tasks
Your assigned Lifecycle Tasks are visible in the Board View. Here you can see all of the Tasks assigned to you along with the associated ticket number and their details.
Approvals
Your assigned Approvals are visible in the Board View. Here you can see all of your Approvals along with the associated ticket number and their details.
My Agenda
A list of your calendar events.
My Tickets
A list of active tickets assigned to you. Active tickets have a status other than Closed or Deflected.
Select a ticket to view and edit it.
My Task By Planner
A list of the Planner tasks assigned to you. New tasks can be added and current tasks can be completed, re-assigned, and deleted.
How to add a task
To add a new task:
Select + Add.
Enter in the task information.
Select a shared plan from Planner. If you do not have a shared plan, see below for steps on creating a new one.
Select a bucket.
(Optional) Select a due date for the task.
Select users to assign task to. If you do not add yourself as an assigned user this task will not be listed after adding.
Once the task information is entered, select + to add the task.
You have added a task!
How to add a shared list in Planner
If you do not have a shared plan to add tasks to, you may need to create one in the Tasks by Planner and To Do app in Teams.
To create a shared plan in Teams:
Open the Tasks by Planner and To Do app, then select + New list or plan.
Enter in a plan name, then select the Team and Channel to create a shared plan.
Select Create to create the shared plan.
You have created a shared plan and are ready to start adding tasks!
My Emails
A list of your emails.
Select the subject for an email to open it in your mailbox. Tickets
Analysts can find and work tickets in the Tickets page. The Tickets page provides agents the ability to view a list of tickets, see tickets in a Kanban board style or run analytics against tickets view the Reports view.
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How to view Tickets
To view Tickets:
In the left navigation, go to Tickets.
Choose from List, Board, or Reports ticket views.
Tickets List
The list view provides a compact list of tickets. Select a row to view and edit ticket details. Select a column to sort tickets.
How to sort tickets
By default, tickets are sorted by Id in descending order. Select a column header to sort tickets by that field. Selecting a column more than once will toggle the order from ascending to descending.
How to filter tickets
Filter by view type using the first filter dropdown found at the upper right corner of the toolbar.
Narrow down the filter by selecting items from the filter dropdown list
Customize your Tickets view
To change the appearance of your Tickets view:
In the upper-right of the Tickets view, click Configure Columns.
In the dialog, select which columns you wish to include by checking the box next to the column name. You can rearrange columns in the pane on the right.
You can set the sort order of a column by clicking the icon at the right of the column name. The icon will change color and the arrow will indicate the direction of the sort order.
Click Apply and you will be taken back to your Tickets view where your column selections are now visible.
NOTE: The customized column views are now persistent and will be restored the next time you open Tikit in your browser. You can reset your view by opening Configure Columns and pressing the ‘Clear’ button on the right side.
Creating and Managing Views
As an Administrator, you have the ability to create and manage custom views that are available to everyone using Tikit.
You can create a new view by clicking Save View after customizing a default view (see above), or by selecting Add New View under the views menu.
Similar to filtering a view, you can select different Filters in the New View dialog to determine what items will be included in your new view.
The Customize Columns section allows you to select which columns will be visible in your new view.
Click Save to save your settings and be directed to your new view.
You can switch between views at any time by selecting it in the views dropdown at the top of the page.
You can use the Edit or Delete buttons to edit or delete a custom view.
Editing a view is similar to creating a new view, simply click Edit, make your changes and select Save.
NOTE: Custom views also have their own unique URL for easier direct-linking.
Tickets Board
The board view provides a Kanban with lanes using the the Group By dropdown. Select a card to view and edit ticket details or drag and drop cards into different lanes to update them.
Reports
Advanced ReportingFor more advanced reporting, check out our blog series on creating a Tikit dashboard in Power BI!×
The reports view provides several useful reporting widgets.
How to add a ticket
Analysts can not only view current tickets but also create new tickets from the tickets dashboard.
To add a new ticket from the Tickets dashboard:
Select + Add Ticket to open the New Ticket form.
Enter your ticket details and select Create.
How to edit a ticket
To edit a ticket from the Tickets page:
Find and select a ticket to open the edit ticket page. Check out the following map and key for info on the edit ticket page layout.
Hover over the labels or check out the following key section for more details.
Delete Ticket Delete the ticket. Warning that once deleted a ticket cannot be restored. We recommend Closing a ticket instead to remove it from Active views.
Take Assign the ticket to the currently logged in analyst.
Apply Template Apply a ticket template to this ticket. To learn more, check out Manage Templates.
Send Form Send the associated Template's Form to a specific user to fill out
Change view for tickets list. Select a view for the tickets list:
All Active
My Work
Unassigned
Closed
Deflected
Search Search for specific tickets.
Ticket Summary A ticket summary card with quickly finding ticket information.
Activity Feed Get the latest updates, search for specific changes, and add replies to the ticket with the activity feed.
Requester Info View requester information and start an email or chat at the click of a button.
Properties, Attachments, Form Answers, Approvals, and Tasks sections Update ticket properties by expanding the needed section.
Comment Editor Add a public comment or an internal note to a ticket.
Once on the edit ticket page, expand the Properties section on the right, update any property fields needed, then select Save to save your changes.
How to Send a Form
When a ticket has a Template applied that has at least 1 form associated to it, the Form can be sent on demand to a specific user from the top menu
Clicking "Send Form" presents the Agent with a series of options for choosing how someone else should edit the answer for the form.
How do you want to handle the form(s)?
Send Form to Requester
Send Form to Selected Affected User
Send Form to Assignee
Send Form to Selected Collaborator
Send Current Answers
Depending on the role of the user within the ticket, they will receive a notification from either Tikit or Tikit Virtual Agent to fill out the form. When submitted, answers will overwrite existing form answers. The ticket Activity however will display a full audit trail of all of the answers/forms that were changed. By default, the current answers to the form are sent with the form for the user to see and alter. This can optionally be disabled so the user filling the form out starts from a blank form.
How to add Collaborators
Collaborators are additional Agents that can be assigned to a ticket when work is needed to be performed by several Agents rather than a single one. You can add collaborators in the Properties section when editing a ticket. Simply select the Collaborators field and start typing a name. Select the correct name from the list that appears and click the Save button to add your collaborator.
Collaborators work just like an Assignee on a ticket and will see the assigned ticket in their My Work view along with receiving any ticket notifications as well.
Note: Collaborators are not available in the Teams Ticketing and Service Desk product plans.
How to add Affected Users
The Affected Users field allows you to add additional Requestors to a ticket similar to the Requestor. Affected Users will receive the same notifications as the Requestor when changes are made to the ticket.
You can add an Affected User by expanding the ticket Properties and selecting the Affected Users field. Start typing a name, then selected it from the name picker that appears. Click Save and your Affected User has been added to the ticket.
Note: Affected Users are not available in the Teams Ticketing and Service Desk product plans.
How to bulk edit tickets
To bulk edit tickets from the Tickets dashboard:
Find and select one or more tickets from the tickets dashboard by using the checkmarks on the left of each ticket entry, then select the Edit button in the toolbar to open the Update Tickets form.
You may be familiar with selection idioms from other software but here are some quick shortcuts:
Use the checkbox in the table header to select or deselect all tickets.
Click and drag to select multiple tickets at once.
Hold the ctrl key to toggle selecting a single ticket.
Hold the shift key to select a range of tickets
Once the Update Tickets form is displayed, enable and set the ticket properties that will be updated on all selected tickets. Any properties that are not enabled will be left as their original values in each ticket.
When finished, select Update to save your changes.
How to view ticket activity
Analysts can see a full of ticket activity from the Activity tab while viewing ticket details. The activity feed includes the ticket conversation with replies from both analysts and the requester and a toggle for ticket history to view all changes to a ticket. Any attached files are also shown inline with the comments, as well as in the Attachments section.
To view ticket activity from the Tickets dashboard:
From the Tickets dashboard, find and select a ticket to open the edit ticket page.
Once on the edit ticket page, the Activity feed will display ticket replies and history.
Select Hide History to hide history and only show ticket replies.
Filter history by type by selecting a value from the dropdown and optionally entering input in the Search… field.
How to comment on a ticket
Agents can use the comment editor to add a public comment or an internal note to a ticket. Public comments are sent via notifications by default to the Requestor, Assignee (unless they are the one creating the comment), and any Affected Users or Collaborators. Internal Notes are visible only to other Agents and notifications will be sent only to the Assignee and Collaborators.
To add a comment to a ticket that the Requester and Affected Users receive via Teams or email, use the comment editor to create your comment and select Send:
To add an internal note to a ticket that the Assignee and Collaborators receive via Teams or email, create your comment and select Add Internal Note:
Internal notes are listed in the same place as public comments, and can be distinguished by the red lock icon at the top of the note. Internal notes are visible to all Agents, Super-Agents, and Administrators.
Additionally, it is possible to use the @ symbol to mention any Agent including ones that are not related to the ticket as an Assignee or Collaborator and they will be notified of the comment via automation. At mentions work in both public comments and Internal Notes.
It is also possible to drag and drop a file attachment into an At Mention comment to attach the file along with the comment.
How to view and add attachments
To add an attachment to a ticket:
Find and select a ticket to open the edit ticket page.
Once on the edit ticket page, attachments can be added by:
Drag and drop a file onto the page.
Expand the Attachments section on the right to view attachments, select Upload and then browse to and select the file to upload.
Congrats! You’ve added an attachment to a ticket and can now view and download the file from the Attachments tab. The file attachment will be added to the SharePoint site for the Triage channel.
Upload Disabled? If you see that uploading attachments is disabled, make sure that you've added Tikit to a team and the triage channel is set properly. For detailed steps, check out How do I resolve "Upload disabled" when viewing ticket details?
File attachments also show inline in the conversation history of the ticket. Attachments with comments are included together.
Files can also be dragged and dropped into the comment editor window when adding a Comment or Internal Note to a ticket. They will be displayed the same way in the Activity view as an attachment added with a comment via the method described above.
How to remove attachments
To remove an attachment from the Tickets dashboard:
Find and select a ticket to open the edit ticket page.
Once on the edit ticket page, expand the Attachments section on the right, find the attachment, and select its Delete button.
Congrats! You’ve removed an attachment to a ticket. Note that the associated file in the SharePoint site will also be deleted at this point
How to view and update form answers
For more details on templates and forms, check out Manage Templates.
To view the form answers for a ticket from the Tickets dashboard:
Find and select a ticket to open the edit ticket page.
Once on the edit ticket page, expand the Form Answers section on the right.
Update the custom answers by entering info into the form then select Update Answers to save your changes.
NOTE: If updating a ticket property that was included on the form, it will also change that property on the ticket itself. Azure AI (One Click Deploy)
With integration to OpenAI on Azure, Tikit Virtual Agent can provide generative AI responses based on documentation you upload whether it be manually or from SharePoint. Generative responses use your uploaded documentation as a means to “learn” how to best provide a response. With generative responses, answers are unique and vary based on slight differences in how you prompt Tikit Virtual Agent.
Generative responses will be used when no configured Knowledge is found in your Knowledge Base. This ensure responses you’ve configured (KB or Templates) are returned first before a generative response is attempted to be returned.
OpenAI on Azure is deployed in your tenant, so your data stays with you. This article will walk you through registration, deployment, and configuration. This integration makes use of three different Azure resources - OpenAI, Azure Search Service, and Azure Blob Storage.
Table of Contents:
One Click Deploy
Using the following button, you can deploy Tikit's OpenAI integration quickly. This deployment utilizes the lowest cost options for OpenAI, Search Service, and Storage.
These three resources total approximately $76 per month. Pricing details are subject to change by Microsoft and should be validated after deployment. OpenAI tokens are not included in this estimate, more on these estimates can be found at the bottom of this article.
Resources can always be scaled up later if necessary
Deploy to Azure
Choose your Subscription, and a Resource Group where these resources will be created. Your Resource Group will automatically determine the Region. Then choose the Resource Location, this is where OpenAI, Azure Search, and the Storage Account will be deployed to.
Once you've provided names for these resources, click on Review + Create and then finally Create. The deployment will begin and in couple of minutes it should be done.
Once it completes, head over to the Outputs tab.
Here you'll be able to copy and paste the majority of values required into Tikit's Azure AI Settings page. The only setting that cannot be copied is the Index Name.
At this point, we're almost done with integration, next we'll train OpenAI around documentation that you upload.
Creating the Index and Uploading Documentation
At this point, we have a couple of to choose from to train OpenAI on our documentation. The two most noteworthy are:
One time File Upload
fastest to setup, but requires this step to be repeated every time you want to add documentation. Existing documentation must also be uploaded to maintain existing knowledge.
Upload into Blob Storage with support for Retraining
slower to setup, but better long term functionality as you can schedule re-training e.g. Hourly or Daily, push uploads via Azure Portal and/or Power Automate based on when documentation is created and/or modified. Existing documentation does not have to be re-uploaded.
We're going to choose One Time File Upload to get some initial items setup, and then we can easily transition into Upload into Blob Storage
Click on the Overview tab for your Deployment and click "Go to Resource Group"
NOTE: If you lose your place and want to see the Outputs tab, navigate into the Resource Group and click the link next to Deployments on the Overview tab.
One Time File Upload
Next, click into your Azure OpenAI resource by clicking its Name.
Then click on Explore Azure AI Foundry portal
Next, it’s time to upload documents you want to use to train Open AI. In Chat, select “Add your data.”
3. In the “Add data” menu:
– Select data source: Upload files (preview)
– Subscription: Choose your Azure subscription
– Select Azure Blog storage resource: Select the Resource you created in the Deployment
- If you are prompted to enable CORS, click the button to enable it
– Select Azure AI Search resource: Select the Resource you created in the Deployment
– Index Name: tikitopenaisearch
– If you choose to call this something else, take note of it as it is the last value to copy into the Tikit Azure AI Settings page.
4. Upload your documentation. This can be text, html, markdown, pdfs, Word documents, or PowerPoints. Each file can be no greater than 16mb.
5. Data Management
– Search Type: Keyword
- While you can choose Semantic, please be aware there are additional Azure costs associated with this. Pricing details can be found here - https://azure.microsoft.com/en-us/pricing/details/search/
– Chunk Size: 1024
6. Next, select “API Key” and click Next
7. Finally confirm your configuration and select “Save and close”.
Azure Foundry Portal will provide a status message letting your know document ingestion and begun. Wait until this finishes before testing out questions in it's Chat Studio or setting up re-occuring training next.
Upload into Blob Storage with Support for Retraining
Once document ingestion is complete, you can perform the following steps to move from a one-time file upload to re-occurring training.
If you're looking to:
Upload more documentation
Remove documentation
Run training on a schedule
Retrain OpenAI on demand
Automate file uploads from OneDrive or Sharepoint
Check out this related KB Article!
Integrate OpenAI
You're almost done!
To configure integration with OpenAI on Azure. You’ll need to copy one last piece of information from above into the Settings page and choose if you'd like File Citations to be included in results.
1. Copy the Index Name that you used above into the Tikit Azure AI page.
Choose if you wish generative answers to provide downloadable links to articles the response was based off select “Allow citation file downloads”.
Open AI on Azure is now processing your data and preparing to respond with generative answers. You can test this out within Chat Playground. Ask a question about some of the documentation you uploaded. The following image is an example wherein documentation about Tikit’s Quick Start guide was uploaded.
Estimating Token Cost
We can also use this example to approximate the cost given the above configuration where 1 Token is approximately 4 characters. Please note that costs will vary and the following is only an approximation. The most up to date pricing information is available on Microsoft's pricing page as seen here.
– $0.0000004 per input token ($0.0000004 x 57 = $0.0000228)
– $0.0000016 per output token ($0.0000016 x 348 = $0.0005568)
Change the System Prompt (optional)
Once the integration with OpenAI on Azure has been setup. You can optionally alter the System Prompt. You can think of the System Prompt as the instructions that are always provided to your OpenAI instance. By default the System Prompt is:
You are an AI assistant that helps people find information.
But this message could be altered or added to. For example, let's say you wanted to slightly modify the tone and/or personality of generative AI responses:
Answers you provide should be truthful but said in a light hearted tone
Alternatively, you could provide very direct instructions:
If you are asked who you are, respond by saying "I'm Tikit Virtual Agent of course!" If you are asked how you know what you know, respond that your knowledge is based entirely upon what has been uploaded.
The System Prompt will count towards the total number of tokens used per interaction. Keep this in mind as you construct your own System Prompts. Lifecycle
With Lifecycles, you can define your own business logic that is required in order to Resolve and/or Close a Ticket. This includes creating Phases of Work, requesting Approvals, assigning Tasks, and defining what order all of it happens in with Transitions. Lifecycles can be applied to tickets through the use of Templates.
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Concepts
Lifecycle – This is the name for the overall “flow” of a ticket.
Phase – A lifecycle contains one or more phases which define different stages of work within your ticket Lifecycle.
Task – Each Phase can contain one or more tasks which define specific actions of work to be performed and can be assigned to a specific user or group of users.
Approval – An Approval is similar to a task but can have multiple approvers and would be used in cases where permission was required from another party before a Phase can continue.
Power Automate Tasks – Add a flow that is triggered by your Lifecycle.
Transition – A transition determines how the process flow moves from one Phase to another. Transitions allow you to move forward, backwards, or even jump to a specific Phase of your Lifecycle.
Getting Started
To create a Lifecycle, log in to the Tikit Web UI as an Administrator and go to Settings > Lifecycle and click “New Lifecycle”.
The Lifecycle creation wizard appears and you will see some values that you can enter for your new Lifecycle. A title for the Lifecycle is required and will help you identify it later should you need to make changes. If you chose to enter a description in the Description field, it will be displayed along with the title in the main Lifecycle settings view. Beneath the Description field is a checkbox that allows you to set whether to automatically change the ticket status to Resolved when the Lifecycle completes successfully, or fails due to a Task being marked as “Failed” or an Approval being marked as “Rejected”.
Next, you will see the Phases area for the Lifecycle along with a new Phase titled “New Phase 1” along with a summary of the contents of the Phase which right now just contains a single Transition. Click on the arrow next to the name of the Phase to expand it’s contents. Here you have the opportunity to rename the Phase to a name of your choosing, add Tasks or Approvals, and create Transitions.
Although not a requirement for a Lifecycle, it is common for a process to require some form of approval before work can be performed. Approvals allow you to require a definitive yes/no answer from another member or members of your organization. To create an approval for our new Lifecycle, click the “Add Approval” button. The Add Approval window will appear with some options for the Approval. You can create a title for this Approval, and since it is what will be seen by the approver in their tasks it’s best to chose a sufficiently descriptive title. If you have additional information to provide beyond what will fit in the title you can use the Additional Details field to include more information about the Approval. The Approvers field is where you would add one or more approvers to your Approval. Approvers can be any Agent or End User in Tikit.
To add a Task, click “Add Task” and you will be presented with a window where you can enter a name for your task and select a Team, Group, or Assignee. The Assignee is the person who will be assigned the task and responsible for marking the task as “Complete” or “Failed”. A task can only have a single Assignee and it must be someone who is a licensed Agent in Tikit. Assigning a Task to a Team or Group will also cause the Task to show in the My Group Work view for all members of the Team or Group respectively. You can also assign additional Collaborators to a Task. Collaborators are treated the same as an Assignee and can also mark the Task as complete.
Finally, you will see a section labelled Transitions. By default, the Phases in a Lifecycle flow in a linear fashion from beginning to end. A Phase is completed when all of the Tasks or Approvals within the Phase have been marked as complete or Approved/Denied. With Transitions you can alter the flow of your Lifecycle based on the outcomes of your Tasks and Approvals. Click on the arrow next to the name of the Transition to expand it’s contents.
Here you have the opportunity to rename the Transition and change the behavior of the Transition from “Use Default Logic” to “Use Logic Builder”. The first option “Use Default Logic”, requires that all tasks and approvals in a Phase are completed before the Lifecycle moves to the next linear Phase in the Lifecycle. The second option, “Use Logic Builder” allows you to take manual control of your Transition and customize the behavior. This allows you to specify the behavior that happens when specific criteria are met by your Tasks and Approvals. For example, you can create a Transition that moves you back to a previous Phase in the Lifecycle if an Approval is rejected.
Click the Property drop-down to select whether you want the transition to trigger on a Task or Approval action. In the Item drop-down select the specific Task or Approval you would like to use, then select the item Value in the final drop-down.
You can use additional filters and Rule Groups to mix and match your “and/or” conditions to create the desired conditions for your Transition.
Note: The Logic Builder does not validate the transition logic for a Lifecycle, which means it is very possible to create Transitions that loop your Lifecycle endlessly or prevent it from ever completing. Make sure you carefully plan out your Transitions to ensure you avoid any potential problems.
Logic Builder rules are also evaluated in the order they are listed, so it is possible to essentially define a "priority" for logic builder rules by adding them first. For example, you can evaluate a rejection on an Approval activity and move to an earlier phase in the Lifecycle, then include a separate rule to define what happens if the approval is approved, but a task isn't completed, followed by a rule to advance to the next phase if both the approval and task are completed.
When you have your Lifecycle fully configured click “Save” to save the Lifecycle and return to the main Lifecycle view. You should now see your new Lifecycle listed.
Add To A Template
Once your Lifecycle has been created you will need to add it to a Template before it can be applied to a ticket. Navigate to Settings > Templates in the Tikit Web UI. You may apply a Lifecycle to an existing Template or create a new one specifically for your Lifecycle.
Now you can add a Lifecycle to a ticket simply by applying the Template to the ticket.
Viewing Lifecycles
To view the status of a Lifecycle, open a ticket and you will now notice a new section at the bottom of the ticket card with the title of the Lifecycle and an arrow graph listing the Phases of the Lifecycle with the active Phase highlighted in green.
If you click on the “Life Cycle” tab below the ticket card, you will be presented with a detailed view of the Lifecycle Phases and a list of the Tasks and Approvals contained in each Phase. You can easily see the details of the Tasks and Approvals in their cards and complete any of the items that have been assigned to you.
After a ticket has been created, it is possible to add additional tasks or approvals to a Lifecyle. To add a Task or Approval, expand the Phase you wish to add to and select Add Task to add a new Task, or Add Approval to add a new Approval. From there, the options are the same as adding a Task or Approval to the Phase during Lifecycle creation.
Tasks
You can view any Tasks assigned to you by going to the My Work view in the Tikit Web UI and selecting the “Tasks” tab. You will see a list of all active tasks assigned to you along with some other information. Clicking on a Task will take you to the task within the Life Cycle tab of the related ticket. Tasks with the Team or Group field set to one of your Teams or Groups will also show in your Tasks list, regardless of whether they have an Assignee.
You can assign a task to a Team, Group, or Assignee directly. Setting an Assignee does not require setting the Team or Group value unless you want the task to appear in the My Group Work view for that Team or Group in addition to the Assignee’s view.
Tasks must be completed for the Lifecycle to progress to the next Phase. A Task can be completed by the Assignee, or if it is assigned to a Team or Group, any member of that Team or Group. To complete the Task, select the “Completed” status. To fail a Task, select the “Failed” status. Tasks can also be “skipped,” meaning the task is not marked as completed, but it does not stop the Phase from completing. To skip a task, select the “Skipped” status.
Approvals
You can view any Approvals assigned to you by going to the My Work view in the Tikit Web UI and selecting the “Approvals” tab. You will see a list of all active Approvals assigned to you along with some other information. Clicking on an Approval will take you to the Approval within the Life Cycle tab of the related ticket.
To complete an Approval, simply click on the green checkmark to approve the Approval, or the red “X” to reject the Approval.
End-Users that have been assigned an Approval will see their Approvals listed in the requests page of the Ticket Web UI.
Manual Transitions
If you wish to skip over a Phase in a Lifecycle, or return to a previous Phase, you can use the manual Transition button on a Phase to jump the Lifecycle to that Phase.
To transition to another phase, simply select the Transition button on the Phase you wish to move to.
You will then be asked to provide a reason for the transition. The reason is displayed in the Lifecycle view as well as written to the Activity Log on the ticket. Once you have provided a reason, click ‘Ok’ and the ticket will refresh and show the selected Phase as active.
The transition reason is noted in the yellow bar just underneath the Phase name. Notification Center and Email Connector
This article outlines how to configure Notification Center and the Email Connector for customers on the Microsoft ITSM Tikit plan. For instructions on Microsoft Teams Ticketing and Microsoft 365 Service Desk plans, see Email Connector.
Don't know which plan you have? Click here.
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Notification Center
To view and update the Notification Center settings in the Tikit web app:
Open the Tikit web app at https://web.tikit.ai.
Once in the Tikit web app, select the settings gear in the header, then select Notification Center.
Below, you can find the list of all notifications that can be sent to a Requester by default when toggled on:
Change Status: Whenever the status is changed on a ticket, the requester will receive a notification via the Virtual Agent / Email
Change Assignee: Whenever the assignee is changed on a ticket, the requester will receive a notification via the Virtual Agent / Email
Approval Added: Whenever an approval is added to a ticket, the requester will receive a notification via the Virtual Agent / Email
Approval Approved: Whenever an approval is approved, the requester will receive a notification via the Virtual Agent / Email
Approval Rejected: Whenever an approval is rejected, the requester will receive a notification via the Virtual Agent / Email
Send Response When Ticket is Created: Whenever a ticket is created, the requester will receive a notification via the Virtual Agent / Email
Requester Email Notifications
This section defines which email notifications (see definitions above) are sent to the requester by Tikit. In addition to the notification options, there are two additional fields for customizing the content of the email notifications being sent.
Subject: This defines the subject line in the notification messages.
Body: This field defines the message body sent for the above notification options. Tikit provides a number of ticket variables for use in the Subject and Body fields of the email. See Notification Variables below for a list of variables and how to use them.
Notification Variables
Variables are represented by a friendly name that differs slightly from the name presented in the dropdown menu. After typing “{{“, you’ll be able to scroll through that menu to select variables rather than having to type them all individually. Below you can find a list of all the variables included in the dropdown. If you have created Custom Properties, they are also available.
AffectedUsers: The affected user(s) on a ticket
Assignee: The assignee(s) on a ticket
Category: The category a ticket belongs to
Closed: A true or false value for the closed status of a ticket
Collaborators: The collaborator(s) on a ticket
CreatedDate: The date the ticket was created
DueDate: The date (if assigned) the ticket is due to be completed
IsMerged: A true or false value if the ticket has been merged with another ticket
ModifiedDate: The date the ticket was last modified
Priority: The numerical priority value of the ticket
RelatedTickets: A list of the ticket numbers (if applicable) to the current ticket
Requester: The requester(s) on a ticket
ResolutionDate: The date the ticket is resolved
Source: The source the ticket originated from
Status: The status of the ticket
Tags: The tags applied to the ticket
Team: The team the ticket is assigned to
TicketType: The type the ticket belongs to
AgentURL: Returns the URL path to the ticket for agents (web.tikit.ai/tickets/###)
Group: The group of the assignee on the ticket
LatestComment: Returns the most recent comment on the ticket
Request: Returns the request (title) of the ticket
Requester.FirstName: Returns the first name of the requester
Requester.LastName: Returns the last name of the requester
RequesterURL: Returns the URL path to the request for end users (web.tikit.ai/requests/###)
TemplateName: The name of the template applied to the ticket
TicketID: The ticket number
Resolution Category: The Resolution Category value
Resolution Note: The public Resolution Note on the ticket.
Resolution Internal Note: The Internal Resolution Note on the ticket.
Resolution Draft KB: Returns True if the Draft KB option is checked, False if not.
The above variables can also be used in custom notifications using Automations.
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 portal from the bottom of the email message.
How to view Email Connector settings
Connect Tikit to an M365 mailbox. All emails sent to the connected mailbox will automatically open new tickets in Tikit. Note that connecting a shared mailbox is supported to avoid having to use an additional M365 license.
Connect each Team to a mailbox within the Teams section of Tikit. All emails sent to the connected mailbox will automatically open new tickets in Tikit. Note that connecting a shared mailbox is supported to avoid having to use an additional M365 license.
To view and update email connector settings in the Tikit web app:
Open the Tikit web app at https://web.tikit.ai.
Once in the Tikit web app, select the settings gear in the header, then select Teams.
Select the Team corresponding to the email connector settings you wish to view.
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.
Connect a mailbox
To connect an M365 Mailbox, see Connect an M365 Mailbox.
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.
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.
How to disconnect a mailbox
To disconnect an M365 mailbox, see Connect an M365 Mailbox. Teams
Note: Multi Department only applies to the Microsoft 365 Service Desk and ITSM Editions. For more info about the differences between product editions, see our pricing page×
Configuring an alternate Team from the default will allow for separation for visibility of tickets for users in different Teams enabling additional departments to use Tikit.
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Add a new Team
1. Navigate to Settings -> Teams
2. Click New Team
3. Select a Team to use with Tikit and pick that Team’s Default Group then set a Friendly Name for the Team, if desired. The Friendly Name for a Team will be displayed throughout the application. Optionally, you may enter a brief Description for the team.
Note: If you have not created this Team or respective Default Group, please do so now in Microsoft Teams and add the Agents as members of that Microsoft Team.
Important: Private Channels are not supported in Tikit.
Note: Checking Default will cause the Team's default group to become the default location for all tickets that don't have a configured Team.×
Configure Team Mailbox
Customers on the ITSM product plan can now configure Multi-Department Mailbox on a per-team basis. Emails sent to the Team Mailbox will be automatically assigned to the Default Group for the Team unless Ticket Deflection is enabled. To learn how to connect a mailbox and configure individual mailbox options, see Connect an M365 Mailbox.
Using Configured Teams
From web.tikit.ai, you can set the Team on a ticket:
Setting the Team on a ticket will cause it to move to the default channel for that Team if a Group is not set.
The Team can also be set on a ticket within Teams: Surveys
Surveys are a way to gauge how well agents are performing from a customer satisfaction perspective.
When tickets are set to Resolved, the Ticket Virtual Agent sends a survey card about the ticket asking the requester to rate their satisfaction with the resolution.
If the requester is satisfied with the resolution, they can fill out a survey. If they are not satisfied, the ticket is reactivated and the reason is added as a comment.
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Responding to a Survey
Once a ticket is set to Resolved, the Ticket Virtual Agent will send a survey card to the requester.
If the requester clicks Yes to answer the satisfaction question, a feedback card is sent.
The requester can click the sentiment that matches their experience best.
If the requester clicks No to the satisfaction question, the ticket will be reactivated and prompt the requester for a reason. The reason will be reflected in the ticket as a comment.
Enabling Surveys
It is possible to toggle on or off the sending of surveys once a ticket is set to Resolved. To disable the Surveys from being sent to the Requester, navigate to Settings > Ticket Configuration and untick Enable Surveys.
Once the setting is configured, click Save.
Ticket Survey Dashboard
On the Reporting dashboard, there is a Ticket Survey pie chart that gives a breakdown of all ticket survey answers. Preferences
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Enable Dark Mode
To enable Dark Mode, go to Settings -> Preferences:
Setting the Theme to Light will result in the default theme.
Setting the Theme to Dark will enable Dark Mode.
Setting the Theme to System will honor the OS Theme of Light or Dark.
After setting the Theme, click Save.
Request Length
Agents can use this option to control how much of a request they wish to see with the following choices:
Default – Ticket requests are displayed in full
Abbreviated – Ticket requests are condensed to fit on a single line. Hovering your mouse over the ID or Requester will reveal the full request without having to click into the ticket.
These settings are set on a per-agent basis and can be changed at anytime.
Language
Languages will auto-populate in this list based on which languages have been configured in your browser settings. Setting the language here will change the default language for the Tikit web interface on a per-user basis. SLA
SLAs, which define IT service desk service and standards, are woven into Tikit’s process, so that you can better monitor progress and deadlines in the midst of these events. They are present throughout the ticket lifecycle, so it’s not just a tool to stay on track—it’s also a yardstick to measure performance.
Click here to watch Tikit Training Tuesday: SLAs
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How to view SLA settings
To access and manager SLA Settings:
Open the Tikit web app at https://web.tikit.ai.
Once in the Tikit web app, select the settings gear in the header, then select SLA.
Hover over the labels or check out the following key section for more details.
1234
New SLA Add a new SLA.
Search Search for specific SLA by name.
Name SLA name. Select an SLA’s name to edit the SLA. See How to edit a SLA for more details.
Actions Available actions, like Enable or Delete.
How to add a new SLA
To add a new SLA:
In Settings > Service Level Management select + New SLA to open the Add New SLA form.
Enter a new SLA Name.
Tick Enabled checkbox to enable the SLA
Select a Ticket Status
Optionally, Set some Ticket Criteria
Set the threshold value for SLA Approaching Breach
Set the threshold value for SLA Breached
Select Save to add the tag.
How to edit an SLA
To edit an existing tag:
In Settings > SLA, select an SLA to open the edit form.
Update SLA Name.
Tick or Untick Enabled checkbox to enable or disable the SLA
Update Ticket Status
Optionally, update Ticket Criteria
Update the threshold value for SLA Approaching Breach
Update the threshold value for SLA Breached
Select Save to save your changes.
When prompted, click on Confirm button on the update confirmation dialog
How to enable or disable an SLA
To enable or disable an SLA:
In Settings > SLA, find the SLA to enable/disable then toggle on the toggle switch in the Actions column.
How to delete an SLA
To delete a tag:
In Settings > SLA, find the SLA to delete then select the trashcan in the Actions column. Consent Management
Many of the features in Tikit are enhanced by integrating with your M365 data. As a result, multiple features need additional consent in order to be enabled. Please enable the features you would like to use following the guide below.
Note that a M365 administrator account is required for consent. Once consent has been granted, you will need to go into the Azure Portal under Enterprise Applications to remove it. For more information, please check out this “How to” with the steps for removing permissions.
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View Consent Management settings
To access Consent Management settings:
Open the Tikit web app at https://web.tikit.ai.
Once in the Tikit web app, select the settings gear in the header, then select Consent Management.
Feature Based Consents
Please enable the features you would like to and then consent for your organization. Looking for more details on setting up and configuring Tikit? Check out the Tikit Setup Series – Video Guide.
How to enable or disable features
To enable or disable features in Tikit:
Enable each feature by selecting the slider next to My Work, Email Connector and Intune Connector then select Update Consent.
For more details on the permissions required for each feature, check out the table below
Sign as a M365 Administrator, then in the Permissions Request prompt check the Consent on behalf of your organization and then select Accept.
Congrats! Each enabled feature will now be available to your users. Note that once consent has been granted, you will need to go into the Azure Portal under Enterprise Applications to remove it. For more information, please check out this “How to” with the steps for removing permissions.
Feature
Permission
Description
Teams Meetings
Have full access to users calendars
Allows the app to read, update, create and delete events in calendars.
My Work
Have full access to user calendars
Allows the app to read, update, create and delete events in your calendars.
Read and write all groups
Allows the app to create groups and read all group properties and memberships on your behalf. Additionally allows the app to manage your groups and to update group content for groups you are a member of.
Read user mail
Allows the app to read email in your mailbox.
Email Connector
Read user mail
Allows the app to read email in your mailbox.
Send mail as a user
Allows the app to send mail as you.
Intune Connector
Perform user-impacting remote actions on Microsoft Intune devices
Allows the app to perform remote high impact actions such as wiping the device or resetting the passcode on devices managed by Microsoft Intune.
Read devices Microsoft Intune devices
Allows the app to read the properties of devices managed by Microsoft Intune.
Read all devices
Allows the app to read devices' configuration information on your behalf.
Read Microsoft Intune RBAC settings
Allows the app to read the properties relating to the Microsoft Intune Role-Based Access Control (RBAC) settings.
Teams App Management
Submit application packages to the catalog and cancel pending submissions
Allows the app to submit application packages to the catalog and cancel submissions that are pending review on your behalf.
Manage user's installed Teams apps
Allows the app to read, install, upgrade, and uninstall Teams apps installed for you. Does not give the ability to read application-specific settings.
Allow the Teams app to manage itself for a user
Allows a Teams app to read, install, upgrade, and uninstall itself for you.
Detailed Consent Permissions
The consent permissions you grant to Tikit are directly set on two Tikit registered Azure Enterprise Applications within a customer’s environment: Tikit and Tikit Email Connector (if Email Connector – Consent has been enabled). You can review these two Tikit Enterprise Apps within Azure by following these steps:
With an Azure Administrators account, navigate to https://portal.azure.com
Click “More Services”
Find “Enterprise Applications”
Search for “Tikit” or “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
The following is a detailed summary of all consent permissions required by the Tikit and Tikit Email Connector Enterprise applications for each of the consent areas of Tikit. Tikit only uses these permissions in the context of the application and the functions it’s doing for the ticketing system.
Permission
Type
Summary
Reason
Consent Area
AppCatalog.Submit
Delegated
Submit application packages to the catalog and cancel pending submissions
Used for Tikit Virtual Agent to read the App Catalog
Required, Teams App Management
Channel.ReadBasic.All
Delegated
Read the names and descriptions of channels
Used during setup, to read team names for installing Tikit to an existing team and used in the portal for the Teams Channel Picker
Required
Contacts.Read
Delegated
Read user contacts
Used for the people pickers in the portal, for ease of setting requester
Required
Directory.AccessAsUser.All
Delegated
Access directory as the signed in user
Used for RBAC to determine roles for users
Required
Directory.Read.All
Delegated
Read directory data
Used for RBAC to determine roles for users
Required
email
Delegated
View users' email address
Used for signin, to determine user data and roles
Required
Files.ReadWrite.All
Delegated
Have full access to all files user can access
This is used for attachments, to read teams channel file data
Required
Files.ReadWrite.All
Application
Read and write files in all site collections
This is used for attachments, to read teams channel file data
Required
Group.Read.All
Delegated
Read all groups
Used for RBAC to determine roles for users
Required
Group.Read.All
Application
Read all groups
Used for RBAC to determine roles for users
Required
Group.ReadWrite.All
Delegated
Read and write all groups
Used for RBAC to determine roles for users, also used in setup to add team members to teams, Tasks by Planner integration
Required, My Work
GroupMember.Read.All
Delegated
Read group memberships
Used for RBAC to determine roles for users from groups
Required
offline_access
Delegated
Maintain access to data you have given it access to
Allows users to sign into Tikit/interact with the Bot
Required
OnlineMeetings.ReadWrite
Delegated
Read and create user's online meetings
Used for an upcoming feature to create a meeting from a ticket, and add Tikit to the meeting itself
Required
openid
Delegated
Sign users in
Allows users to sign into Tikit/interact with the Bot
Required
People.Read
Delegated
Read users' relevant people lists
Used for the people pickers in the portal, for ease of setting requester
Required
People.Read.All
Delegated
Read all users' relevant people lists
Used for the people pickers in the portal, for ease of setting requester
Required
Presence.Read.All
Delegated
Read presence information of all users in your organization
Used in the portal to show presence of users
Required
profile
Delegated
View users' basic profile
Allows users to sign into Tikit/interact with the Bot
Required
Sites.Read.All
Delegated
Read items in all site collections
This is used for attachments, to read teams channel file data
Required
Sites.ReadWrite.All
Application
Read and write items in all site collections
This is used for attachments, to read teams channel file data
Required
Team.Create
Delegated
Create teams
Used during setup, to create your new Team to collaborate on tickets
Required
Team.ReadBasic.All
Delegated
Read the names and descriptions of teams
Used for RBAC and setting analyst roles
Required
TeamMember.ReadWrite.All
Delegated
Add and remove members from teams
Used for RBAC and setup to add members to team, determine which members of the team are analysts
Required
TeamsActivity.Send
Application
Send a teamwork activity to any user
Used for an upcoming feature to add items into the 'Activity' section of teams
Required
TeamsAppInstallation. ReadWriteForTeam
Delegated
Manage installed Teams apps in teams
Used during setup, to install Tikit to the team you would like
Required
User.Read
Delegated
Sign in and read user profile
Used for signin, to determine user data and roles
Required
User.Read.All
Delegated
Read all users' full profiles
Used for signin, to determine user data and roles
Required
User.Read.All
Application
Read all users' full profiles
Used for signin, to determine user data and roles
Required
User.ReadBasic.All
Delegated
Read all users' basic profiles
Used for signin, to determine user data and roles
Required
Calendars.ReadWrite
Delegated
Have full access to user calendars
Used for an upcoming feature to create a meeting from a ticket, and add Tikit to the meeting itself, and displaying agenda on the My Work page
Teams Meeting, My Work
Mail.Read
Delegated
Read user mail
Used in the my work page, to show unread emails
My Work
Mail.Read
Application
Read mail in all mailboxes
Used for the Email Connector (Separate app registration) to read mail sent to the specified email addresss
Email Connector
Mail.Send
Application
Send mail as any user
Used for the Email Connector (Separate app registration) to send mail via the specified email addresss
Email Connector
DeviceManagement ManagedDevices. PrivilegedOperations.All
Delegated
Perform user-impacting remote actions on Microsoft Intune devices
Used for performing remote actions via inTune
InTune Connector
DeviceManagement ManagedDevices. Read.All
Delegated
Read devices Microsoft Intune devices
Used for reading InTune devices registered for a user
InTune Connector
Device.Read.All
Delegated
Read all devices
Used for reading InTune devices registered for a user
InTune Connector
DeviceManagementRBAC. Read.All
Delegated
Read Microsoft Intune RBAC settings
Used for enabling/disabling actions on the InTune pane on the Users page
InTune Connector
TeamsAppInstallation. ReadWriteForUser
Delegated
Manage user's installed Teams apps
Used for pushing Tikit/TVA to the end user on the Users page
Teams App Management
TeamsAppInstallation. ReadWriteSelfForUser
Delegated
Allow the Teams app to manage itself for a user
Used for pushing Tikit/TVA to the end user on the Users page
Teams App Management Ticket Types
Ticket Types allow for you to further identify and group your tickets into different themes. A common use for ticket types will be to identify your tickets in the context of ITIL processes, such as types of Incident, Service Request and Change.
In this article:
How to use a Ticket Type
To set a ticket type on a ticket:
Open the Tikit web app at https://web.tikit.ai.
Once in the Tikit web app, navigate to Tickets and select a ticket.
Select the Properties dropdown to find Type.
Select the Type for the ticket.
How to view Ticket Types settings
To access and manage Ticket Type settings:
Open the Tikit web app at https://web.tikit.ai.
Once in the Tikit web app, select the settings gear in the header, then select Ticket Types.
New Type Add a new ticket type.
Sort Drag and drop values to change their order or drop onto another value to nest.
Actions Available actions like Edit, Archive, or Un-Archive.
Value Select a value to edit.
How to add a new ticket type
To add a new ticket type:
In Settings > Ticket Types, select + New Ticket Type to open the Add New Ticket Type form.
Enter a new type Name. Optionally, check Default to make this type the default value for new tickets.
Select Save to add the type.
How to edit a ticket type
To edit an existing ticket type:
In Settings > Ticket Types, select a name to open the edit form.
Update the type Name. Optionally, check Default to make this status the default value for new tickets.
Select Update to save your changes.
How to archive a ticket type
To archive an existing ticket type:
In Settings > Ticket Types, find the type to archive then select … > Archive.
Select Archive to confirm.
The archived type will now show (Archived) next to its name.
How to un-archive a ticket type
To un-archive an archived ticket type:
In Settings > Ticket Types, find the type to un-archive then select … > Un-Archive.
Select Un-Archive to confirm.
The un-archived type will no longer show (Archived) next to its name.
How to order and nest values
Picker values like Ticket Type, Status, Priority, Category can be manually sorted and nested by dragging and dropping values to rearrange them.
To sort a ticket type:
In Settings > Ticket Types, find the value to sort, then click and drag by its handle on the left.
Drag the type to a new position in the list.
Release the type to save its new position and keep dragging and dropping to sort the list.
To nest a ticket type:
In Settings > Ticket Types, find the value to nest underneath another type, then click and drag by its handle on the left.
Drag the type and drop it onto another type to nest it.
Release the type to finish nesting it and save the change. Feel free to drag a nested type onto another parent or any other position in the list to sort. Billing
View and update your subscription plan, change license allocation, payment method, billing information, and view previous invoices from the Billing settings page.
In this article:
How to update billing account email
To update your billing account email:
In Settings > Billing, update Account Email then select Save.
How to Change License Allocation
To update which agent(s) have a license within Tikit:
In Settings > Billing, you can either:
Decrease (-) or increase (+) the number of licenses you have purchased for your subscription. To confirm your change, click Save in the top right.
Click Agent Licenses Consumed and choose who you wish to license/unlicense as an Agent* given your current license count. To confirm your change, click Save
If you need to license users beyond your current purchased license count. First, increase your license count and click Save. When the page refreshes, you will be able to assign your new licenses when you click on Agent Licenses Consumed.
*An agent license is required for any user that needs to work and manage tickets such as updating the category, reassigning, relating tickets, etc.
Example: Decreasing Agent Count
Example: Increasing Agent Count
How to update billing information
When entering in your billing information for the first time with Tikit (welcome aboard!) you will be prompted for your billing information and a payment method. Once a payment method has been added, then any further updates and managing of your billing info can be done directly through Stripe. For more details, check How to manage billing below.
To update your billing information:
Go to Settings > Billing
Enter your billing information.
Enter your card information.
Select Add Payment Method.
This will setup your subscription with the payment method entered. Don’t worry if you’re still trialing when entering payment info, we won’t charge the payment method on file until your trial is over.
For more information on pricing, check out Tikit Pricing.
How to manage billing
Tikit uses Stripe to manage payments. With Stripe you can view and update your payment method, billing information, and view previous invoices.
To manage billing in Stripe:
Go to Settings > Billing.
Select Add Payment Method to manage your billing information with Stripe.
Once on the Stripe customer portal, you can view and update payment method, billing information, and view previous invoices.
To return to Tikit settings, select Return to Tikit on the left.
How to update billing information in Stripe
Once you’re in the Stripe customer portal, you can update your billing information, including account email, billing address, payment method, and plans.
To update your billing info in Stripe:
Go to Settings > Billing.
Select Manage Billing to manage your billing information with Stripe.
Update Payment Method:
You are also able to update your payment method by selecting + Add payment method to add your new CC information.
You can also remove a payment method by selecting the X next to the CC you would like to remove.
Add Payment Method
Update Billing Info:
Select Update Information and then enter a new email address and any additional billing information.
Select Save then Return to Tikit to head back to Tikit.
To return to Tikit settings, select Return to Tikit on the left.
Update Billing Info Access Tokens
Access tokens provide a way to authenticate to the Tikit API for use in external services like PowerShell, Power BI, and Power Automate.
In this article:
How to view Access Token settings
To access and manage the Access Token settings page:
Open the Tikit web app at https://web.tikit.ai.
Once in the Tikit web app, select the settings Gear in the header, then select Access Token.
Add Token Add a new access token.
Search Search for specific tokens.
Name Token name. Select to view token details like the app roles assigned to the token.
Owner The username of the token creator.
Expiration The date the token will expire. Expired tokens will no longer provide access.
More Options Additional options like Deleting a token.
How to add an access token
To add a new access token:
In Settings > Access Tokens, select + New Token from the toolbar.
Once in the Add New Access Token form, enter a token name, expiration date, and select which app role(s) the token should provide access to. See the following table for info on the form fields.
Field
Required
Description
Example
Name
Yes
Display name for the token. This value may contain spaces.
PowerShell Admin
Expiration Date
Yes
The date the token will expire.
The default expiration is set at 1 month from the current date.
01/23/2023
Application Roles
Yes
The Tikit app roles assigned to the token.
Note that an access token cannot have more permissions than the creator, so you may only see Agents as an option for role.
Administrators
Select Save to generate the access token.
The token value will be displayed at this point. Make sure to save the value, it will not be displayed again and if lost a new access token will need to be generated.
Congrats on creating a new token. The token can now be used to authenticate to the Tikit API as a bearer token.
How to delete an access token
Need to remove access granted by a token or clean up any expired tokens? Tokens can be permanently deleted from the Access Tokens page.
To delete an existing token:
In Settings > Access Token, find the token to delete then select More options (…) > Delete.
The token will now be permanently deleted.
How to use an access token
Now that you have an access token you can use it to access resources in Tikit from many third-party applications like PowerShell, Power BI dashboards, Power Automate flows, and many others that can connect to an odata endpoint or make REST calls. The client must send this token in the Authorization header when making requests:
Authorization: Bearer <token>
How to use an access token with curl
To access the Tikit API with a curl request from a terminal application, replace {token} in the Authorization header with your access token. The example requests will return all tickets or a single one by ticket id.
# Get all of the tickets
curl https://app.tikit.ai/api/ticket -H "Accept: application/json" -H "Authorization: Bearer {token}" # Get one ticket by Id
curl https://app.tikit.ai/api/ticket/100 -H "Accept: application/json" -H "Authorization: Bearer {token}"
How to use an access token with PowerShell
Here’s a small PowerShell script to retrieve all tickets or just 1 that uses an access token. The token is defined on line 1, added to the Authorization header on line 2, and finally used on lines 4 and 8 in the Invoke-RestMethod calls to /api/Ticket:
$token = "Your-Token-Here"
$headers = @{Authorization = "Bearer $token"}
# Get all of the tickets
$tickets = @(Invoke-RestMethod -Uri "https://app.tikit.ai/api/ticket" -Headers $headers -Method Get | Select-Object -ExpandProperty value) # Get one ticket by Id
$id = 100
$ticket = @(Invoke-RestMethod -Uri "https://app.tikit.ai/api/ticket/$id" -Headers $headers -Method Get)
How to use an access token with Power BI
For details on connecting to Tikit using Power BI, check out How to Create a Ticketing Dashboard in Microsoft Teams using Power BI. Priority
Manage priority picker values from the Priority settings page, including updating priority names, reordering and nesting values, and (un)archiving values.
In this article:
How to view Priority settings
To access and manage Priority settings:
Open the Tikit web app at https://web.tikit.ai.
Once in the Tikit web app, select the settings gear in the header, then select Priority.
New Priority Add a new priority.
Sort Drag and drop values to change their order or drop onto another value to nest.
Actions Available actions like Edit, Archive, or Un-Archive.
Value Select a value to edit.
Default flag When new tickets are created, this value will be used by default.
Expand/Collapse Expand/Collapse nested values.
How to add a new priority
To add a new priority:
In Settings > Priority, select + New Priority to open the Add New Priority form.
Enter a new priority Name. Optionally, check Default to make this priority the default value for new tickets.
Select Save to add the priority.
How to edit a priority
To edit an existing priority:
In Settings > Priority, select a name to open the edit form.
Update the priority Name. Optionally, check Default to make this status the default value for new tickets.
Select Update to save your changes.
How to archive a priority
To archive an existing priority:
In Settings > Priority, find the priority to archive then select … > Archive.
Select Archive to confirm.
The archived priority will now show (Archived) next to its name.
How to un-archive a priority
To un-archive an archived status:
In Settings > Status, find the status to un-archive then select … > Un-Archive.
Select Un-Archive to confirm.
The un-archived priority will no longer show (Archived) next to its name.
How to order and nest values
Picker values like Status, Priority, and Category can be manually sorted and nested by dragging and dropping values to rearrange them.
To sort a priority:
In Settings > Priority, find the value to sort, then click and drag by its handle on the left.
Drag the priority to a new position in the list.
Release the priority to save its new position and keep dragging and dropping to sort the list.
To nest a priority:
In Settings > Priority, find the value to nest underneath another priority, then click and drag by its handle on the left.
Drag the priority and drop it onto another priority to nest it.
Release the priority to finish nesting it and save the change. Feel free to drag a nested priority onto another parent or any other position in the list to sort. Category
Manage category picker values from the Category settings page, including updating category names, reordering and nesting values, and (un)archiving values.
In this article:
How to view Category settings
To access and manage Category settings:
Open the Tikit web app at https://web.tikit.ai.
Once in the Tikit web app, select the settings gear in the header, then select Category.
New Category Add a new category.
Sort Drag and drop values to change their order or drop onto another value to nest.
Actions Available actions like Edit, Archive, or Un-Archive.
Value Select a value to edit.
Default flag When new tickets are created, this value will be used by default.
Expand/Collapse Expand/Collapse nested values.
Show Archived Toggle on/off to manage the visibility of archived values.
How to add a new category
To add a new category:
In Settings > Category, select + New Category to open the Add New Category form.
Enter a new category Name. Optionally, check Default to make this category the default value for new tickets.
Select Save to add the category.
How to edit a category
To edit an existing category:
In Settings > Category, select a name to open the edit form.
Update the category Name. Optionally, check Default to make this category the default value for new tickets.
Select Update to save your changes.
How to archive a category
To archive an existing category:
In Settings > Category, find the category to archive then select … > Archive.
Select Archive to confirm.
The archived category will now show (Archived) next to its name.
How to un-archive a category
To un-archive an archived category:
In Settings > Category, find the category to un-archive then select … > Un-Archive.
Select Un-Archive to confirm.
The un-archived category will no longer show (Archived) next to its name.
How to order and nest values
Picker values like Status, Priority, and Category can be manually sorted and nested by dragging and dropping values to rearrange them.
To sort a category:
In Settings > Category, find the value to sort, then click and drag by its handle on the left.
Drag the category to a new position in the list.
Release the category to save its new position and keep dragging and dropping to sort the list.
To nest a category:
In Settings > Category, find the value to nest underneath another category, then click and drag by its handle on the left.
Drag the category and drop it onto another category to nest it.
Release the category to finish nesting it and save the change. Feel free to drag a nested category onto another parent or any other position in the list to sort. Status
Manage status picker values from the Status settings page, including updating status names, reordering and nesting values, and (un)archiving values.
In this article:
How to view Status settings
To access and manage Status settings:
Open the Tikit web app at https://web.tikit.ai.
Once in the Tikit web app, select the settings gear in the header, then select Status.
Hover over the labels or check out the following key section for more details.
123456
New Status Add a new status.
Sort Drag and drop values to change their order or drop onto another value to nest.
Default flag When new tickets are created, this value will be used by default.
Actions Available actions like Edit, Archive, or Un-Archive.
Value Select a value to edit.
Expand/Collapse Expand/Collapse nested values.
How to add a new status
To add a new status:
In Settings > Status, select + New Status to open the Add New Status form.
Enter a new status Name. Optionally, check Default to make this status the default value for new tickets.
Select Save to add the status.
How to edit a status
To edit an existing status:
In Settings > Status, select a name to open the edit form.
Update the status Name. Optionally, check Default to make this status the default value for new tickets.
Select Update to save your changes.
How to archive a status
To archive an existing status:
In Settings > Status, find the status to archive then select … > Archive.
Select Archive to confirm.
The archived status will now show (Archived) next to its name.
How to un-archive a status
To un-archive an archived status:
In Settings > Status, find the status to un-archive then select … > Un-Archive.
Select Un-Archive to confirm.
The un-archived status will no longer show (Archived) next to its name.
How to order and nest values
Picker values like Status, Priority, and Category can be manually sorted and nested by dragging and dropping values to rearrange them.
To sort a status:
In Settings > Status, find the status to sort, then click and drag by its handle on the left.
Drag the status to a new position in the list.
Release the status to save its new position and keep dragging and dropping to sort the list.
To nest a status:
In Settings > Status, find the status to nest underneath another status, then click and drag by its handle on the left.
Drag the status and drop it onto another status to nest it.
Release the status to finish nesting it and save the change. Feel free to drag a nested status onto another parent or any other position in the list to sort. Tags
Tags are an alternative way to organize your tickets, allowing for on the fly tagging to quickly associate your tickets with different processes, themes or projects in your organization. As an example, lets say that you are managing a project (Project A), and there are a few to dos in that project for you to complete it. You can simply tag a ticket as “Project A” “To Do 1” vs another ticket as “Project A” “To Do 2”. You can see here how you can delineate tickets between the project, and also narrow the focus down to the respective to do.
In this article:
How to view Tags settings
To access and manager Tags:
Open the Tikit web app at https://web.tikit.ai.
Once in the Tikit web app, select the settings gear in the header, then select Tags.
Hover over the labels or check out the following key section for more details.
1234
New Tag Add a new tag.
Search Search for specific tag by name.
Name Tag name. Select a tag’s name to edit the tag. See How to edit a tag for more details.
Actions Available actions, like Edit or Delete.
How to add a new tag
To add a new tag on a ticket:
In Tickets, navigate to a ticket and select the Properties dropdown to find Tags.
Expand Tags, and start typing a new tag to be presented with the option to add the tag.
To add a new tag in settings:
In Settings > Tags, select + New Tag to open the Add New Tags form.
Enter a new tag Name.
Select Save to add the tag.
How to edit a tag
To edit an existing tag:
In Settings > Tags, select ... on the right side to open the edit form.
Update the tag Name.
Select Update to save your changes.
How to delete a tag
To delete a tag:
In Settings > Tags, select ... on the right side, then select delete.
Note that this will immediately delete the tag. Groups
Manage groups in Tikit to direct work to multiple channels in Teams.
In this article:
How to view Groups settings
To access and manage Groups settings:
Open the Tikit web app at https://web.tikit.ai.
Once in the Tikit web app, select the settings gear in the header, then select Groups.
New Group Add a new Group.
Search Search for specific Group by name, description, or member.
Friendly Name Group name. Select a Group’s name to edit group.
Description Group description.
Members Group member(s).
Show Archived View all Groups that have been archived.
How to add a new group
To add a new Group:
In Settings > Groups, select + New Group to open the New Group form.
Enter a new Group Friendly Name and an optional Description.
Using the channel picker, select the channel to associate with the group. The Tikit app must be added to the Team for the channel.
Search for and add team members to the group. Team members must be a member of the Team’s channel. Private Channels are not supported at this time.
Select Save to save the group.
How to edit a group
To edit an existing group:
In Settings > Groups, select a Group’s name to edit it.
Enter a Group Friendly Name and an optional Description.
Using the channel picker, select the channel to associate with the group. The Tikit app must be added to the Team for the channel. Private Channels are not supported at this time.
Search for and add team members to the group. Team members must be a member of the Team’s channel.
Select Save to save the group. Security
Tikit provides role-based access control (RBAC) to enforce authorization in both the web and Teams apps. There are several app roles available: Administrators, Super Agents, Agents, Service Catalog Admins, and Service Catalog Readers. Administrators can manage Application Roles to control which users or groups have access to Tikit.
In this article:
How to view Security settings
Not seeing Security in the settings menu? Note that accessing and managing app roles requires the current user to be mapped to the Administrators role. Non-admins will not see Security as an option in the Settings dropdown and will see an "Unauthorized Access" message when navigating to the Security page.×
To access and manage Security settings:
Open the Tikit web app at https://web.tikit.ai.
Once in the Tikit web app, select the settings gear in the header, then select Security.
Hover over the labels or check out the following key section for more details.
Add Mapped Role Add a new mapped role to the selected app role.
Application Roles A list of available app roles and the number of mapped roles. Select an app role to manage its mapped roles.
Mapped Roles The currently mapped roles for the selected app role.
Delete Mapped Role Select to delete a mapped role.
Tikit roles and capabilities
There are several Tikit app roles available: Administrators, Super Agents, Agents, Service Catalog Admins, and Service Catalog Readers. App role permissions are cumulative, meaning that users start with a very limited set of permissions and admins add permissions as needed. If a user is not mapped to a role, like an end-user who only interacts with Tikit Virtual Agent, then they only have access to submit and view their own requests.
Application role membership
Users can be either directly or indirectly mapped to an app role in Tikit. To make it easier for admins to manage app roles, there are a few different methods for mapping a user to an app role, App role membership is determined by:
A user is directly mapped to a role.
A user is a member of a group mapped to a role.
How to assign users and groups to application roles
Multiple users and groups can be assigned to an app role from the Security page. Note that managing app roles requires the current user is mapped to the Administrators role.
To add a mapped role in the Tikit Web App:
Role
Description
Administrators
The Administrators role has access to all Settings, Configurations, Views, Actions, and Functions.
By default, the user that provisioned Tikit is mapped to the Administrators role.
Super Agents
The Super Agent role has access to Access Token, Automation, Category, Priority, Status, Tags, Templates, Ticket Types, Consent Management, and Preferences.
Required for Tikit Teams App access.
It has no default mapped roles.
When an Administrator installs Tikit to a team in MS Teams, Tikit will map that Team's associated AD group to the Super Agent role.
Agent
Agents can manage Tickets and Tags.
Service Catalog Admin
Service Catalog Admins can manage the Service Catalog entries, maintain template associations, and configure synonyms to ensure accurate service discovery.
Service Catalog Reader
Service Catalog Reader role provides read-only access to the service catalog, allowing users in this role to view service offerings and associated information while preventing any modifications.
In Settings > Security, select an app role to manage, then select +Add Mapped Role from the toolbar.
In the Add Mapped Role form, search for and select users and groups to be mapped. Users are listed by username and groups are displayed by name.
Select Save to finish mapping roles.
Not finding a user or group? Tikit keeps track of known provider roles, which are usernames and group names that have interacted with Tikit through either the web or Teams apps. When users login to Tikit their groups are added to the known provider roles.
Once the changes are saved, the mapped roles will be displayed in the Security settings under Mapped Roles.
How to unassign users and groups from application roles
Managing mapped roles includes both adding and removing mapped roles in the Security page. Note that managing app roles requires the current user is mapped to the Administrators role.
To delete a mapped role in the Tikit Web App:
Open Settings > Security to manage Security settings.
Under Application Roles, select an app role to manage, then find and select the delete button for a mapped role and select Delete to confirm.
Note that this will permanently delete the mapped role, but the user or group can be assigned to the app role again to recreate the mapped role. Automation
Admins can create automation workflows to automatically update ticket properties. Automations support multiple triggers, including added, deleted, modified, and added & modified.
In this article:
Permissions
Analysts can view automations, but only administrators can update or create new automations. For details on managing app roles, see Assign users and groups to Application Roles.
How to view Automation settings
To access and manage automations:
Open the Tikit web app at https://web.tikit.ai.
Once in the Tikit web app, select settings gear in the header, then select Automation.
New Automation Add a new automation.
Search Search for automations by name, description, or status.
Title Automation title. Select to view and update automation details.
Description Automation description.
Status The status of the automation based on its last run:
Success Completed successfully.
Failed Did not complete successfully.
Partial Success Automation was partially successful.
Enabled Enable/Disable an automation.
Delete Delete an automation.
How to add a new automation
Need to prioritize a ticket based on the request or handle common tasks and improve workflows? Automations to the rescue with support for triggering automation on ticket creation, updates, and deleting to handle processes your way.
To add a new automation in the Tikit web app:
In Settings > Automation, select + New Automation from the toolbar.
Enter automation information in each section. Check out the Automation Form section below for more details.
Select Save to save the new automation.
How to edit an automation
Processes can change and automations can change with them. Administrators can quickly enable/disable automations and update their triggers, filters, and actions.
To edit an existing automation:
In Settings > Automation, find and select an automation
Update necessary automation information in each section. Check out the Automation Form section below for more details.
Select Save to save any changes.
How to delete an automation
Retiring a process or tweaking your workflows and need to remove an automation? Don’t forget that automations can be disabled to avoid deleting them permanently, and then when the automation is needed again it can be quickly enabled. Otherwise, administrators can permanently delete automations.
To delete an automation:
In Settings > Automation, find the automation to be deleted and select the delete button in the Actions column, then select Delete to confirm.
Automation Form
The automation form has several sections to define when and how the automation should run:
Information General automation settings like name, description, and if automation is enabled.
When Determine when the automation should be run by choosing a trigger type.
If Determine if an automation should run with a set of rules.
Do Determine what the automation should do when run with a set of properties.
Information
General information like Title, Description, and if the automation is Enabled can be found here.
Hover over the labels or check out the following key section for more details.
Title Title for automation.
Description Description of automation.
Enabled Enable/Disable automation. Disabled automations can still be updated, but will not run.
When
Determine when an automation runs. Automations run either by schedule or by event. Automations also support multiple ticket events: added, deleted, modified, and added & modified.
Hover over the labels or check out the following key section for more details.
On a schedule Defines that automations will run on a schedule
Trigger The frequency on when automation should run:
Every Hour
Every Day – runs daily at 00:00:00 UTC
Every Week – every Sunday at 00:00:00 UTC
Every Month – first day of the month at 00:00:00 UTC
Every Year – first day of the year at 00:00:00 UTC
On an Event Defines that automations will run based on an event
Entity Name The type of entity to add automation to. The default and only value currently is Ticket.
Trigger Type The event that triggers, or starts, the automation:
Added A new ticket has been created.
Deleted A ticket has been deleted.
Modified A ticket has been modified.
Added & Modified A ticket has been either created or modified. Great for avoiding managing two separate automations for Added and Modified events.
If
Determine if an automation should run. The filtering rules are defined based on the properties of the ticket triggering the automation. Rules are categorized into groups of filters. All groups must evaluate to true to continue to the Do section while the filters within each group can be evaluated with AND(&&) or OR(||) logic by selecting the AND|OR switch in the top left of the group.
Check out the following key section for more details.
Logical Operator (AND|OR) Toggle between AND (&&) and OR (||) when evaluating the group’s filters:
AND All filters in the group must be true.
OR At at least one filter in the group must be true.
Add Filter Add a new filter to a group.
Property Filter Filter based on the properties of the Ticket triggering the automation. Choose a Property to evaluate, an Operator for the type of comparison, and a Value compare with.
Delete Filter Remove a filter from the group.
Add Group Add a new group of filters to the rule. All groups must pass for an automation to continue.
How to add a filter group
Rules can contain multiple groups working together for advanced logic. Selecting Add Group will add a new group at the bottom of the rule. Any added groups can also be removed by selecting the delete icon to the right of each added group.
To add a group:
Select Add Group to add a new group to the rule.
To remove a group, select the delete icon to the right of the group.
How to add a filter to a filter group
Each group can contain multiple filters. Selecting Add Filter will add a new property filter to a group. For more on the different property types see the section below on
To add a filter to a group:
Select Add Filter to add a property filter to a specific group. New blank properties require Property to be selected before the Operator and Value fields are enabled.
Select the ticket Property to filter by.
Select an Operator.
The Operator and Value fields are based on the data type of the selected Property. Properties can be Strings, True/False (Boolean), and Dates. See the following sections on each type for details.
In the Value field, enter a value to compare with the Property using the Operator. Some Operators like Is Null do not require a value to be entered.
For example, Title Contains Printer will look for “Printer” anywhere in the Title string like “The Printer is out of ink”, while Ticket Starts With Printer will match strings starting with “Printer” like “Printer is out of ink”.
String Filters
Strings include fields like Request.
String Operators
Equal
Not Equal
Contains
Not Contains
End With
Not Ends With
Starts With
Not Starts With
Is Empty
Not Is Empty
Is Null
Is Not Null
Email Contains
Email Does Not Contain
Value is a string (e.g., “Printer”, “Product Key”, “Network”, etc.).
Note that some operators like the “Is Null” and “Is Not Null” operators do not require a value to be set.
Date Filters
Date properties represent dates and include fields like Ticket Due Date and Resolution Date. The filter values for these properties support either specific Values like ’12/1/2021′ or Relative Dates like Today, # Days Ago, and # Days from Now.
DateTime Operators
Earlier Than
Earlier Than or Equal to
Later Than
Later Than or Equal to
Is Null
Is Not Null
Value is a date. Specific dates can be entered manually or by using the date pickers by selecting the calendar button. Relative Dates are dynamic and can be selected from a dropdown. Several Relative Dates like # Days Ago have additional number input with spinner buttons to increase or decrease the number of Days, Months, Years, etc..
Note that the “Is Null” and “Is Not Null” operators do not require a value to be set.
True/False (Boolean) Filters
Boolean properties have a value of either True or False and include fields like Closed.
True/False (Boolean) Operators
Equal
Not Equal
Is Null
Is Not Null
Value is either True or False. Values are selected from a dropdown. If no value is selected, leaving the Value field blank, then the property’s value will be Null. The “Is Null” and “Is Not Null” operators would be used in that case.
Note that the “Is Null” and “Is Not Null” operators do not require a value to be set.
Do
The Do section is where the action is. This section determines what Properties should be updated by the automation.
For example, setting Resolution Date automatically when tickets are resolved or setting the Assignee for a ticket to an Analyst based on category.
Check out the following key section for more details.
Action Title Title to describe the action.
Global Actions Select and copy an action template from a predefined list.
Action Type What type of action the automation should perform:
Create Create a new ticket.
Update Update the properties of the Ticket that triggered the automation.
Notification Sends a teams and/or email notification to the requester and/or assignee of the ticket that triggered the automation
Property Property to update.
Add Property Add a new property to update.
Action Type
Picking an Action Type depends on what you would like your automation to do:
Create Create a new ticket, using the action’s properties to set its values.
Update Update the ticket that triggered the automation, using the action’s properties to update its values.
Notification Sends a teams and/or email notification to the requester and/or assignee of the ticket that triggered the automation.
Apply Template Applies a Template to the ticket that triggered the automation and optionally send form to a specified user:
Send Form to Requester (via Tikit Virtual Agent)
Send Form to Assignee (via Tikit)
Send Form to Selected user (via Tikit Virtual Agent)
Send Form Sends the Form associated with a Template on the ticket to a specified user:
Send Form to Requester (via Tikit Virtual Agent)
Send Form to Assignee (via Tikit)
Send Form to Selected user (via Tikit Virtual Agent)
How to add a property value
Define a list of properties to update:
on the ticket that triggered the automation if the action type is Update.
on a new ticket if the action type is Create.
Properties can be strings, dates, users, or picker values (e.g., Status, Priority, Categories, etc.).
To add an action property:
Select Add Property to add a property. Properties require Property to be selected before the Value field is enabled.
Select a ticket Property. After selecting the Property, the Value field will be enabled.
The Value field is based on the data type of the selected Property. Properties can be Strings, True/False (Boolean), and Dates. See the following sections on each type for details.
Enter a Value for the new action property.
String Properties
Strings include fields like Title, Description, and Name.
Value is a string value like “Printer”.
Date Properties
Dates include fields like Due Date and Resolution Date. These properties support either specific Values like ‘1/1/2024 12:00 AM’ or Relative Dates like Today, # Days Ago, and # Days from Now.
Value is a Date. Specific Dates can be entered manually or using the date picker by clicking the calendar button. Relative Dates are dynamic and can be chosen from a dropdown. Some Relative Dates like # Days Ago have additional number input and spinner buttons to increase or decrease the number of Days, Months, Years, etc..
True/False (Boolean) Properties
Boolean properties have a value of either True or False and include fields like Closed and IsDeleted.
Value is either True or False based on a dropdown selection.
How to setup a notification
Select Notification Center from Action Type
To send notification via teams, toggle on Teams Notification switch.
Under Teams Notification, select the appropriate recipient by ticking the checkbox.
To send notification via email, toggle on Email Notification switch
Under Email Notification, select the appropriate recipient by ticking the checkbox.
Under the From field, you can choose to send notifications from Tikit’s No Reply or the Inbox you configured in the Email Connector.
Fill in the Notification Subject and Message box
The Subject and Body of Email notifications can use variables from the Ticket. To use a variable, begin typing { to see a list of options.
The Email Connector processes updates to tickets by looking for #Id in the Subject. e.g. #5731.
As seen above, custom notifications also support the use of variables for including dynamic content about the ticket into the email subject and body. For more details on the available variables and how to include them, see Notification Variables.
Teams Notification Delivery Options
Requesters: The Virtual Agent will notify the requester(s) on a ticket when the automation is triggered
Assignee: The Tikit app will notify the assignee(s) on a ticket when the automation is triggered
Group: The Tikit app will notify the group a ticket is a part of when the automation triggers
Team: The Tikit app will notify the team a ticket is a part of when the automation triggers
Approvers: The Virtual Agent will notify the approver(s) on a ticket when the automation triggers
Task Assignee: The Tikit app will notify the task assignee(s) on a ticket when the automation triggers
Collaborators: The Tikit app will notify the collaborator(s) on a ticket when the automation triggers
Affected Users: The Virtual Agent will notify the affected user(s) on a ticket when the automation triggers
Selected Users: The Virtual Agent will notify the specified user(s) on a ticket when the automation triggers
You can modify how the Tikit app and the Virtual Agent send notifications. As shown below, you can adjust these notifications individually:
Below is an example of what the Teams notifications look like, including how variables with no value appear: Templates
Templates are great to quickly set properties on tickets and request additional information from requesters. Templates can be used in ticket deflection and manually applied to existing tickets to quickly gather info from users to follow established business processes.
In this article:
How to view Templates settings
To access and manage the Templates settings page:
Open the Tikit web app at https://web.tikit.ai.
Once in the Tikit web app, select the settings Gear in the header, then select Templates.
Hover over the labels or check out the following key section for more details.
New Template Add a new template.
Search Search for specific templates.
Name Template name. Select to view and edit template details.
Ticket Count The number of tickets with the template applied. This counts tickets created using the form by Tikit Virtual Agent and where analysts have manually applied the template to a ticket.
Team The team assigned to the Template
Group The group assigned to the Template
Assignee The assignee assigned to the Template
Form(s) Whether or not there are Forms associated with this Template
Lifecycle The lifecycle associated with this Template
Created Date The date the template was created.
More Options Additional options, including Edit and Archive.
How to add a template
To add a new template:
In Settings > Templates, select + New Template from the toolbar.
Once in the Template Settings form, enter a template name and description. See the following table for info on the form fields.
Field
Required
Description
Example
Template Name
Yes
Display name for the template. This value may contain spaces.
Software Requests
Template Description
Description for the template.
Software requests with a form.
Sets the Status to New, Category to Software, and assigns to the Software Requests group.
Optionally, templates can assign preset property values. To set a preset value in the template, enable the property by selecting the checkbox, then select a value. Disabled properties will not be changed when applying a template.
Select Next to continue.
Note that optional fields like Category, Group, and Assignee properties support unsetting or unassigning by selecting Unset from the dropdown. Note that one or more properties may not be available based on your current plan. For more information on plans and comparing features, check out Pricing.
How to edit a template
To update an existing template:
In Settings > Templates, find and edit a template by selecting the template by name or selecting More options (…) > Edit.
In the Template Settings section, update the template name and description. See the following table for info on the form fields.
Field
Required
Description
Example
Template Name
Yes
Display name for the template. This value may contain spaces.
Software Requests
Template Description
Description for the template.
Software requests with a form.
Sets the Status to New, Category to Software, and assigns to the Software Requests group.
Optionally, update preset properties in the Ticket Properties section. To set a preset value in the template, enable the property by selecting the checkbox, then select a value. Disabled properties will not be changed when applying a template.
Select Next to continue.
Note that optional fields like Category, Group, and Assignee properties support unsetting or unassigning by selecting Unset from the dropdown. Note that one or more properties may not be available based on your current plan. For more information on plans and comparing features, check out Pricing.
How to archive a template
Need to retire a template? Templates can be archived to mark them as no longer available in the web app while keeping existing ticket counts for reporting.
To archive an existing template:
In Settings > Templates, find the template to archive then select More options (…) > Archive.
Select Archive to confirm.
The archived template will now display (Archived) next to the template name.
How to un-archive a template
Need to undo retiring a template? Archived templates can also unarchived as well.
To unarchive a template:
In Settings > Templates, find the template to archive then select More options (…) > Un-Archive.
Select Un-Archive to confirm.
The template will no longer display (Archived) next to the name and immediately be available for analysts to use.
Adding Forms to Templates
Templates can also optionally have one or many Forms associated to them to serve in requirements gathering for a ticket. With forms, you can also optionally control the experience of when the next form is served to the user filling a ticket out whether it be in Teams, Request Portal, or Agent Portal.
Add Form Add an existing form to the Template.
Show Summary Card Before submitting the ticket, the user is presented with a read-only card that allows them to review their response before submitting
Show Form Name As the user fills the Form(s) out, you can optionally show them the Title of the Form
Summary Card Header Text If you want to call the Summary card something else such as "Answer Review" or "Verify before Submission" you can alter this text on a Template by Template basis
How to Create a Form
The only forms that can be added are ones that already exist. To create a form to be used in a Template, check out our Knowledge Base article on Forms.
How to Add a Form to a Template
To access and manage the Forms associated to a Template, click on Forms within a Template:
Click Form(s)
Click + Add Form
Choose (or Search to filter) the Form you want to add to this Template
Click Submit
With your Form added, you'll see the Title of the Form along with 1 (default) Transition
Click Save in the top right. At this point, your Template and its single associated Form can be manually applied to tickets by agents in the Agent Portal or it can be configured to be used as a deflection response through your Service Catalog.
How to Add Multiple Forms to a Template
You can also add additional forms and control when they are displayed using Transitions. With this, you can build experiences where Forms are only served to the user depending on how they have answered a previous form. Let's add another form to the above experience to let the user request new hardware only when they check off "hardware required?"
Click on + Add Form
Add the New Hardware form that is available
Next, expand the first form, then expand its single transition. We'll change it from Use Default logic to Use Logic builder. We'll then pick a form input we want to use to drive what happens next. In this case, if Hardware Required? equals false (that is to say, the checkbox is false/unchecked) then this condition is met.
Finally, we'll decide what we want to happen when this condition is met with the Action section.
a. Submit This will submit the ticket to be created. If the Summary card is shown, that will be shown before the user can submit the ticket
b. Move to Next Form When the condition is met, go the next Form in the sequence
c. Move to Previous Form When the condition is met, go to the previous Form in the sequence
d. Move to X Form When the condition is met, skip to a specific form in the sequence
Next, let's ensure we've handled other case. Create another Transition to handle when the condition is true/the checkbox is checked/New Hardware is Required.
Note the difference in the Transition logic:
- When the box is not checked, Submit the ticket
- When the box is checked, Move to Next Form
We've also named our Transitions to make it easy to identify what each transition does in the event we need to return to change our logic.
Finally, click Save in the top right. At this point, your Template and its associated Forms can be manually applied to tickets by agents in the Agent Portal or it can be configured to be used as a deflection response through your Service Catalog. Depending on if the checkbox is checked, the user will or will not see the second form allowing them to pick the kind of laptop they need. Bot Configuration
View and update settings for the Tikit app and Ticket Virtual Agent app via Bot Configuration.
In this article:
How to view Bot Configuration settings
To open the bot configuration settings page:
Open the Tikit web app at https://web.tikit.ai
Once in the Tikit web app, select settings gear in the header, then select Bot Configuration.
How to update Tikit welcome message
When the Tikit Teams app is installed, Tikit sends a customizable welcome message. This message provides a quick introduction for your analysts and is a great place to include some initial suggestions or useful links to get started.
Plain text and limited markdown in Teams is supported. Please see available options for more details.
Text Style
Markdown
Bold
Bold
Italic
Italic
Bullet List
- Item 1\r- Item 2\r- Item 3
Numbered List
1. Green\r2. Orange\r3. Blue
Hyperlinks
[Title](url)
Default Group (Channel)
View the default Group (Channel), and follow the “here” link to change default.
How to install Tikit Virtual Agent to Microsoft Teams
Select “Install to Microsoft Teams” to install Tikit Virtual Agent (TVA) in your organizations app store
Follow the Tikit Virtual Agent Setup Guide for full instructions on how to deploy TVA to your organization.
How to update Virtual Agent welcome message
When the TVA Teams app is installed, Tikit sends a customizable welcome message. This message provides a quick introduction for your users and is a great place to include some initial suggestions or useful links to get started.
How to customize the Virtual Agent Help Card
When customizing your Tikit Virtual Agent help card, you can:
Define a custom header/body.
Embed Links/URLs to your respective company’s website.
Create buttons that trigger the following:
Knowledge Article: Creates a button to return a specified Knowledge Article
New Ticket: Creates a button to kick off the ticket creation process
My Requests: Creates a button to show the status of all your current requests
Template: Creates a button to return a specified template
Open URL: Creates a button to open a specified URL
Group Chat
You can control Tikit Virtual Agent's welcome message and whether or not to include a link back to the ticket.
How to control number of the number of responses returned
The Ticket Deflection Score threshold lets TVA know how and when to reply to a request in the following order:
1. Tikit Knowledge Base (Articles and/or Templates)
2. Optionally look to generative AI to construct an answer
3. Create a new Ticket
TVA’s confidence in an answer is known as the confidence score, a number between 0% and 100%. A score of 100% is likely an exact match, while a score of 0% means that no matching answer was found.
The recommended and default threshold is 65% but you may want to adjust it to balance between accuracy and coverage of questions:
The Score Threshold determines the minimum level of confidence, or the amount a question/phrase matches a Knowledge article phrase, for its associated response to be returned.
NOTE: If the Azure AI integration is configured and no responses exceed the confidence level. Deflection will then search against your configured OpenAI instance for a generative response.
The Number of Responses controls how many responses are returned in a deflection for a user to choose from sorted from most to least confident
When the most confident response is greater than the following number setting alters the behavior of multiple responses as configured above. When the most confident response is greater than this threshold, only a single response is returned rather than a selection for a user to choose from. Requests Portal
End users can find and view their requests in the Requests dashboard.
In this article:
How to view Requests dashboard
To view the Requests dashboard:
End users who navigate to the web app are automatically redirected to the Requests dashboard to view their requests.
Service Catalog Browse available services and request offerings using a visual catalog, organized by category and linked to request templates.
Show Closed Tickets Toggle view between active tickets and closed tickets. Enable to view closed tickets, and disable to view active tickets.
Search Search for specific tickets by request.
Tickets Select a ticket to view details, history, add replies and attachments, and more.
Add Request Add a new request. Requests that correspond to existing Knowledge entries will present the Requester with a template or Knowledge Response depending on the phrase’s configuration.
Refresh Refresh the current view of tickets
Service Catalog
Service Catalog provides a visual way for requesters to browse and submit requests in Tikit. Services are organized into categories and linked directly to request templates, helping users quickly find the correct request. Key capabilities include:
Visual service categories for easier navigation
Direct linkage to request templates
Support for search keywords and synonyms
Consistent request submission with the correct workflow, approvals, and required fields
Important Note: Service Catalog is enabled by default for everyone, but it will only appear on the Requester Portal if at least one Service Offering and Request Offering have been published. View the Service Catalog KB article for more information.
Add Request
Clicking Add Request will prompt the Requester for the request.
If the Multi Department Picker option is enabled, users will have the ability to choose a Department to assign the ticket to.
If the Request entered corresponds to an existing Knowledge Entry configured with a template, the template will be displayed
If the Request entered corresponds to an existing Knowledge Entry configured with a standard response, the response will be displayed.
Note: Multi Department Picker is not included with the Teams Ticketing product plan. For instructions on enabling Multi Department Picker click here.
How to view closed tickets
To view closed tickets in the Requests dashboard:
In the toolbar, enable Show Closed Tickets.
Select a closed ticket from the list to view more details.
How to view ticket details
To open a ticket from the Requests dashboard:
Find and select a ticket to view details.
Show Closed Tickets Toggle view between active tickets and closed tickets. Enable to view closed tickets, and disable to view active tickets.
Search Search for specific tickets by request.
Activity Feed Get the latest updates, search for specific changes, and add replies to the ticket with the activity feed.
Assigned Agent The assigned analyst for the ticket.
Attachments View and attach files to the ticket. Resolution Category
Resolution Categories
Resolution Category is a way of defining how or what resolved the ticket, which can be useful in reporting or, for example, determining which tickets were resolved by Agents from ones resolved by Lifecycles or Automated processes. Category values can be added, moved, reorganized or nested, or archived from the Resolution Categories settings.
In this article:
Resolution Category Settings
To access and manage Resolution Category settings:
Open the Tikit web app at https://web.tikit.ai.
Once in the Tikit web app, select the settings gear in the header, then select Resolution Category.
How to add a new Resolution Category
To add a new category:
In Settings > Resolution Category, select + New Resolution Category to open the Add New Resolution Category form.
Enter a new category Name. Optionally, check Default to make this category the default value for new tickets.
Select Save to add the resolution category.
How to edit a Resolution Category
To edit an existing resolution category:
In Settings > Resolution Category, select a name to open the edit form.
Update the category Name. Optionally, check Default to make this category the default value for new tickets.
Select Update to save your changes.
How to archive a Resolution Category
To archive an existing category:
In Settings > Category, find the category to archive then select … > Archive.
Select Archive to confirm.
The archived category will now show (Archived) next to its name.
How to un-archive a Resolution Category
To un-archive an archived category:
In Settings > Resolution Category, find the resolution category to un-archive then select … > Un-Archive
Select Un-Archive to confirm.
The un-archived category will no longer show (Archived) next to its name.
How to order and nest values
Picker values like Status, Priority, Category, and Resolution Category can be manually sorted and nested by dragging and dropping values to rearrange them.
To sort a category:
In Settings > Resolution Category, find the value to sort, then click and drag by its handle on the left.
Drag the category to a new position in the list.
Release the category to save its new position and keep dragging and dropping to sort the list.
To nest a category:
In Settings > Resolution Category, find the value to nest underneath another category, then click and drag by its handle on the left.
Drag the category and drop it onto another category to nest it.
Release the category to finish nesting it and save the change. Feel free to drag a nested category onto another parent or any other position in the list to sort. Ticket Configuration
Ticket Configuration contains several options for configuring the behavior of tickets within the Tikit application.
In this article:
Resolution Note Configuration
Resolution Note introduces a process to document the resolution of a ticket, allowing for this information to be stored in a way that is easier to access and report on than simply using regular comments. A ticket can have both end-user visible and internal-only resolution notes. Having two types of Resolution Notes provides a way to document the resolution of a ticket in a way the Requester finds useful yet also allows Agents to store more technical details useful for future troubleshooting and reporting purposes.
Resolution Note is enabled by default for new customers. For existing customers, Resolution Note can be enabled using the settings below.
Require agents to provide Resolution Details when resolving a ticket
This setting enables the creation of Resolution Notes in your Tikit environment. Enabling this setting means Agents (including Super Agents and Administrators) will be prompted to enter a resolution note when changing a ticket status to Resolved.
Resolution Category
Resolution Category is a way of defining how or what resolved the ticket, which can be useful in reporting or, for example, determining which tickets were resolved by Agents from ones resolved by Lifecycles or Automated processes. The values included at installation time are: Resolved by Agent, Resolved by Requester, Resolved by Lifecycle, and Resolved by Automation. New Resolution Categories can be added, renamed, or archived in the Resolution Category settings menu.
Enabling this option will cause the Resolution Category dropdown on the Resolution Notes form to be blank, requiring interaction by the Agent to select a Resolution Category before continuing. With this option disabled, the default Resolution Category will be selected on the Resolution Note form, allowing the Agent to change the category if they wish, or leave the default selected. For more information about resolution categories, see the Resolution Category article.
Resolution Note
The Resolution Note field is similar to a public comment on a ticket. The Requester and Affected Users will see the contents of this field in their notifications when the ticket is resolved.
When this option is enabled, the Resolution Note field on the form becomes a required field, and the form cannot be completed unless the Agent adds a note to the field.
Resolution Note (Internal)
The Resolution Note (Internal) field has similar visibility to an Internal Note on a ticket. Only Agents, Super Agents, and Administrators who have access to the ticket can see Internal Resolution Notes.
When this option is enabled, the Resolution Note (Internal) field on the form becomes a required field, and the form cannot be completed unless the Agent adds a note to the field.
Draft KB Article
When resolving a ticket using Resolution Note, it is possible to draft a new Knowledge Article using the ticket title as the knowledge phrase and the resolution notes as the body for the draft article.
When this is enabled, Agents will see a “Draft KB Article” checkbox at the bottom of the Resolution Notes form. Checking this box will create a new Knowledge Article with a Draft status and the Agent-Only option selected to prevent accidental publication of the article before it can be reviewed.
If the Resolution Notes are later updated on a ticket where a Knowledge Article was drafted, and the article has since been published, the article will be returned to Draft status and set to Agent Only again.
NOTE: In order to draft KB articles, the Agent completing the Resolution Notes must also be assigned the Knowledge Agent role. For more information about security roles in Tikit see Security.
Survey Configuration
Surveys
Surveys are a way to gauge how well agents are performing from a customer satisfaction perspective.
When tickets are set to Resolved, the Ticket Virtual Agent sends a survey card about the ticket asking the requester to rate their satisfaction with the resolution.
If the requester is satisfied with the resolution, they can fill out a survey. If they are not satisfied, the ticket is reactivated and the reason is added as a comment.
Enabling Surveys
It is possible to toggle on or off the sending of surveys once a ticket is set to Resolved. To disable the Surveys from being sent to the Requester, navigate to Settings > Ticket Configuration and untick Enable Surveys.
Once the setting is configured, click Save.
Responding to a Survey
Once a ticket is set to Resolved, the Ticket Virtual Agent will send a survey card to the requester.
If the requester clicks Yes to answer the satisfaction question, a feedback card is sent.
The requester can click the sentiment that matches their experience best.
If the requester clicks No to the satisfaction question, the ticket will be reactivated and prompt the requester for a reason. The reason will be reflected in the ticket as a comment.
Ticket Survey Dashboard
On the Reporting dashboard, there is a Ticket Survey pie chart that gives a breakdown of all ticket survey answers. Email Connector
This article applies to customers using the Microsoft Teams Ticketing, or Microsoft 365 Service Desk editions of Tikit. For the Microsoft ITSM editions of Tikit, see Notification Center.
Don't know which plan you have? Click here.
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:
Open the Tikit web app at https://web.tikit.ai.
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. Group Chat
With Group Chat for Tikit, you can converse in Teams with a ticket that is always related to the ticket at hand. This gives Agents, Requesters, Affected Users, and Collaborators a way to discuss in real time or asynchronously about the ticket they are working on.
Getting Started
To use Group Chat, you must feature consent to use Group Chat.
Navigate to Settings > Consent Management and enable consent for Group Chat
Click "Update Consent" in the top right. Microsoft will prompt
Group Chat can now be enabled in Ticket Configuration.
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. Forms
Forms provide a way to get more information from your users whether they are asking for more permissions or agents submitting change requests. In combination with Templates, you can use one or many forms on a single Template
To create a Form to add to your Template, head into the Forms section.
Then click on + New Form
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.
Select Create to continue to the form designer.
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.
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.
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
Toolbar Reset the form, preview in Dark/Light Teams themes, and Undo/Redo changes.
Card Elements A tool palette of different elements to build the form.
Card Area Preview and update the form with a WYSIWYG editor.
Card Structure View and select form elements to update specific properties.
Element Properties Element details and advanced features like validation and styling.
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. Custom Properties
Custom Properties offer you the ability to introduce any number of properties into your core ticketing experience that is seen through the web, Teams, Power Automate, Tikit Automations/SLAs, Forms, and reporting such as Power BI/Excel.
In this article:
Creating a Custom Property
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.
Click "+ New Custom Property" at the top
Defining a new Custom Property requires a few items:
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.
Once it is set, it cannot be changed
Name: This is what you and members of your organization will see when interacting with the property.
This is a field that can be changed later
Description: A way to define the purpose of the field and how its used
This is a field that can be changed later
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.
Once it is set, it cannot be changed
Is Required: When this is checked, users must fill the field out to save the ticket.
This is a field that can be changed later
Error Message: The message to return to the user when the field is not filled out
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.
