A Video Guide to How Users Work in Tikit

Tikit is a Microsoft-aligned ITSM Platform built for your existing Microsoft investment. Tikit is designed to enable your employees to work HOW and WHERE they choose, without disruption. To accommodate each individual’s personal preference, Tikit is designed with multiple options for where employees can submit, work and view tickets.  

Tikit is available to users across:  

  • Microsoft Teams desktop 
  • Microsoft Teams web 
  • Microsoft Teams mobile application 
  • Tikit’s dedicated web portals 
  • Email 

How an Agents Works with Tickets 

As an agent, a dedicated web portal is ideal for managing the bulk of your work, viewing everything in an easy to manage view and overseeing administrative tasks such as new knowledgebase (KB) article creation. However, the flexibility to quickly update, view and work tickets in Teams (desktop, web or mobile) is ideal for today’s busy schedules and hybrid environments. And if all other options are not preferred at a given moment, email is available for agents as well.  

The key to Tikit is that however an agent prefers to work, all relevant information is available in the channel they choose and will not affect how the end user receives updates on their end creating a truly personal experience designed to meet your employees where and how they work. 


How an End User Works with Tickets 

For end users, Microsoft Teams is likely the hub where they are already communicating and collaborating. Therefore, it is the ideal location for them to submit, view and update tickets without disrupting the flow of their work. For end users who are partial to email, Tikit’s email connector enables them to submit and receive updates seamlessly in their mail client of choice. End users who still prefer a dedicated external workspace for managing all requests can do so in the dedicated end user Requestor Portal.  

Similar to the agent experience, all of these options are integrated meaning an end user can submit a request via email, check the status instantly in Teams and provide an update in the web portal without disruption. Additionally, while tickets can easily be created by the agent with one click from a Teams message, end users can easily self-serve via the Tikit Virtual Agent. End users can interact with Tikit Virutal Agent to process requests, access them using AI-powered ticket deflection and route the end user to the appropriate KB response, initiate business process automation and/or allow them to open a ticket.  

Interested in More?

Tikit is a Microsoft-aligned ITSM Platform that matures as your organization adopts more Microsoft 365 technology and takes advantage of native integrations with products like Power Automate, Power BI, Azure AD and Intune. It removes barriers between users and data, which improves the employee experience for agents and end users alike. 

Want to learn more about Tikit? Check out this demo video and try Tikit in a 14-day free trial. We are so confident in Tikit’s capabilities, we’ll set it up for free to ensure you are getting the most out of your free trial. Schedule your complimentary setup call today. Please note, not all functionality in this video is available in all Tikit plans. Please refer to our feature breakdown on the pricing page to confirm feature inclusion. 

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