NoteMulti 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.
In this article:
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.Â
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: