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.
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In this article:
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:
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
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.