Teams

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. 

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: