A Cireson Customer Success Story
Company Overview
The Chapel in Green is a vibrant non-denominational Christian church located in Uniontown, Ohio. Established as a campus of The Chapel in 2003, the church serves its community through worship, education, and outreach. With dozens of dedicated staff and volunteers, The Chapel in Green provides programs for families, youth, and adults, aiming to connect people with God and each other.
HQ
Uniontown, Ohio
Founded
2003
Employees/ Agents
65/3
Industry
Religious Organization
Website
tcig.org
Searching for the Right Solution
When Keith Carr, Assistant Director of IT at The Chapel in Green, began evaluating help desk solutions, he quickly realized that most traditional systems were too costly and lacked the deep integration with Microsoft Teams the church required. Having been away from IT for a decade, Keith was unsure what modern options existed until he discovered Tikit.
“We started the free trial and it was like, yeah, this is perfect. This is exactly it. This is integrated through Teams. We loved that if somebody messages you through Teams, you can literally just right click and create a ticket right from that message.”
From the very first trial, the IT team felt confident Tikit was the right fit.
Why Tikit Stood Out
Several factors convinced The Chapel in Green to choose Tikit:
- Pricing That Fit Their Budget:
Unlike costly enterprise ticketing platforms, Tikit’s straightforward licensing made sense for a small IT team.
- Deep Teams integration:
With the congregation and staff already working in Microsoft Teams daily, Tikit’s embedded experience was a natural extension.
- Customer Service:
From the free trial onward, the Cireson team provided hands-on support for Tikit and consistent follow-up that set them apart.
- Knowledge Base:
What began as a surprise feature quickly became essential, allowing the IT team to store Wi-Fi credentials, procedures, and forms in one easily searchable place.
Challenge
Before implementing Tikit, The Chapel in Green lacked a dedicated help desk system. Requests were scattered across Trello boards, emails, and messages, making it difficult for the IT team to track issues and maintain workflows. With limited budget and a small team of three, the church needed an affordable, user-friendly system that integrated seamlessly with Microsoft Teams and could evolve with their growing needs.
Outcome
By adopting Tikit, The Chapel in Green streamlined IT support and introduced efficient workflows that improve daily operations. From onboarding new staff with Power Automate life cycles to building a robust knowledge base, Tikit has made the
IT team more organized and accessible.
Staff adoption is growing quickly, with early testers praising its ease of use and integration within Teams.
"Just the fact that you guys followed up with us and made sure we were happy and the customer service was there, the support was there. That made a big difference."
Implementation
and
Early Adoption
Rolling out Tikit was largely straightforward and intuitive. The team began using Power Automate workflows and life cycles to streamline common tasks like onboarding.
“If we have a new employee coming on, we send our HR person a form and as soon as she submits that form, boom, it creates the new employee’s Microsoft credentials, automatically creates a new ticket, which then automatically creates a life cycle for the entire onboarding process. We just follow the life cycle within Tikit. It’s actually really nice just on a day-to-day workflow.”
Building Efficiency with Knowledge and Automation
Keith, who describes himself as detail-oriented and highly organized, appreciated the flexibility Tikit provided:
- Knowledge Base Expansion:
The IT team migrated their Trello-based documentation into Tikit, making resources instantly searchable.
- Board Views:
Tikit offered a view similar to what the team was using in Trello, allowing them to manage tickets visually in a way that mirrored how they had tracked work before.
- Custom Lifecycles:
From onboarding to day-to-day troubleshooting, lifecycles ensure no step is missed.
The result is not just a ticketing system, but a platform shaping the team’s workflows.
Surprises and Impressions
What impressed The Chapel most was not only the product itself, but the people at Cireson, the company behind Tikit:
“Honestly, the customer service has surprised me. You guys have been really great at customer service. I wasn’t expecting that sort of feedback, checkup, and willingness to help us from day one.”
Even during the trial phase, the Cireson team scheduled multiple check-ins, ensuring The Chapel’s IT team felt supported.
Preparing for Rollout
At the time of their interview, the IT team was preparing to roll out Tikit organization-wide. Initial beta testers offered strong feedback, praising how intuitive it was and how quickly they could access help:
- Ease of Access:
Staff will soon see a dedicated “Help Desk” icon in Teams, reducing friction in contacting IT.
- Positive Tester Feedback:
Employees testing Tikit reported excitement at how easily forms and knowledge base resources appeared in search.
Keith explained:
“It’ll be really nice when they’re in Teams every day and they can just see that icon that says Help Desk. It’ll be nice to see how many more people may be needing tech help. Maybe they just weren’t asking for help because they didn’t have an easy way to do it before, but now they can.”
“Honestly, the customer service has surprised me. You guys have been really great at customer service. I wasn’t expecting that sort of feedback, checkup, and willingness to help us from day one.”
Key Results
- Reduced reliance on scattered tools, consolidating IT workflows into Tikit
- Knowledge base adoption improved documentation and made solutions searchable
- Power Automate workflows and life cycles streamlined onboarding and daily tasks
- Beta testers provided enthusiastic feedback, validating Tikit’s upcoming organization-wide rollout
- Exceptional customer service reinforced The Chapel’s confidence in Tikit
Looking Ahead
While currently limited to IT, The Chapel in Green sees potential in expanding Tikit to other departments such as HR or facilities in the future. For now, their focus is on IT service, but the flexibility of Tikit gives them room to grow.
Keith summed it up simply:
“Tikit makes your tech team so much more accessible. Tikit is a game changer when it comes to ticketing software. If you have a company that uses Microsoft Teams, you have to give Tikit a try! With great pricing and outstanding customer service and follow-up, it has brought our IT department to a new level. Thanks, Tikit!”
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