Tikit Frequently Asked Questions
Getting Started
How much does Tikit cost?
We hear it all the time—the value of what you get for what you pay is amazing! Tikit pricing is simple and affordable. We offer three convenient plans with agent-only pricing so you only pay for what you need. And volume discounts mean the more agents you add, the more you save! Check out our pricing page to learn more.
Can I See a Demo of Tikit?
Do You Offer a Free Trial of Tikit?
Yes, we offer a fully-functional trial of Tikit’s ITSM Pro plan for 14 days, no credit card. Add to Teams in minutes.
Are There Discounts Available for Tikit Subscriptions?
Tikit is available in three annual plan options with varying levels of features based on your needs. There are volume discounts built into the pricing model that increase as more agents are purchased and we do offer multi-year discounts. Please refer to the pricing calculator on the Tikit pricing page for the exact cost for your desired plan and number of agents and email team@tikit.ai to enquire about our multi-year discounts.
Is There a Minimum Term Commitment for Signing Up?
Tikit is available on an annual subscription basis, there are three plans to choose from. Your subscription plan will auto-renew unless a Tikit admin cancels via the billing section of the Tikit web application.
What are the Tikit Terms of Service?
The full details of the Tikit by Cireson Services Agreement can be found here.
How Do I Buy Tikit?
Check out our pricing options to determine what is right for your organization. Don’t worry, we won’t charge you until your full two-week14-day trial is up. Once you have selected the best plan for your organization, learn more about how to manage the billing process here.
What is the difference between the Microsoft Teams Ticketing, Microsoft 365 Service Desk, and Microsoft 365 ITSM plans?
Common Questions
What is an Agent?
An Agent is anyone in a support role receiving tickets to be managed, routed, and resolved within the product. They are licensed seats that you assign to individuals within the product.
An End User is anyone that reports issues within the business and submits the tickets for agents to work on. They do not require a license so you can have an unlimited amount of them.
What is the difference between Tikit and the Service Manager Portal?
Is There a Limit on the Number of Seats I Can Have on Tikit?
Tikit is available on a per agent basis and there is no minimum or maximum number of agents you can have. There is no limit or charge for end users.(Those who are only submitting requests, rather than working tickets).
What is the Tikit Virtual Agent?
The Tikit Virtual Agent is the Teams bot that allows your end users to ask for help. It uses AI and Natural Language Processing to interact with employees, offering up relevant knowledge articles or prompting employees to open a ticket based on their questions. Tikit Virtual Agent is a separate application in Microsoft Teams and is provisioned separately in AppSource here. There is no additional charge to use Tikit Virtual Agent.
If an End User Does Not Use Microsoft Teams, Can They Still Get Support via Tikit?
Yes. Tikit works wherever your employees work. Tickets can easily be created on someone’s behalf from a Teams chat, directly in the Tikit web application or from an email. Outlook email or the end-user web application would be the best option for end users not actively using Teams.
How is My Information Secure in Tikit?
Tikit is SOC 2 Type 2, GDPR and HIPAA compliant. Please refer to our security page for all details around Tikit security and compliance. If you have any additional questions about security, please reach out to SecAdmin@cireson.com.
What is the Difference Between Tikit and the Tikit Virtual Agent Applications?
Both applications are provisioned through Microsoft and available within Microsoft Teams. Tikit is the application agents use to track, work and resolve tickets. Tikit Virtual Agent is the Teams bot that allows employees to ask questions, find knowledge articles and open tickets via Teams chat. Both products combine to give you an end-to-end Microsoft Teams IT Service Management (ITSM) experience.
Can I Limit the Ability to Install Tikit and the Tikit Virtual Agent Within My Organization?
Once approved by a Microsoft 365 admin, Tikit can be installed by anyone in the organization. However, a policy can be set up to require permission from your M365 admin before a user installs Tikit.
Does Everyone in the Organization Get Tikit at Once?
You control the rollout and can limit who is given access based on your organizational needs.
Do You Offer Reporting Capabilities on the Tikit Data?
Tikit includes industry standard service desk reports in our out-of-the-box dashboard available on all plans. For more advanced reporting and dashboarding, Tikit integrates with Microsoft Power BI and syncs with Excel, available only on M365 Service Desk and M365 ITSM plans.
Can I Only Work Tickets in Microsoft Teams or is There a Web UI?
Tikit is the most natively integrated Microsoft 365 ticketing solution on the market, allowing you to work all of your support tickets without leaving Teams. This is also true in the Teams mobile app. However, for those that prefer a web UI, Tikit has a fully functional Web App for both agents and end–users, available only on M365 Service Desk and M365 ITSM plans.
Can I integrate Tikit with Microsoft Teams and Outlook?
Is training available for Cireson products?
What kind of support does Cireson provide?
What events do you have coming up?
About Free Setup
How Much is This?
Tikit is so easy to setup that we’re willing to offer this setup call at no cost.
Do I Need to Provide a Credit Card?
Just like our trial, this is completely free and no credit card is required to get started.
Do I Have to Buy Tikit After Free Setup?
Purchasing the Tikit solution is optional at the end of the free trial period. We do not require a credit card for either the trial or the free setup.
What Other Help is Available After a Free Setup Call?
Tikit has a dedicated support and onboarding team there to answer your questions and ensure you are setup for success. Additionally, you can find helpful resources and guides on our help website: kb.cireson.com.
Will I Get a Recording of My Free Setup Call?
Yes, this call is being recorded and will be available in Teams to revisit as much as needed.
What Happens to My Setup When My Trial Expires?
You have twenty-one (21) days from the expiration of your Tikit trial to complete your purchase and retain your setup of Tikit. If you do not purchase Tikit within the 21 days, you will need to re-setup Tikit as a new trial. For any additional purchase questions, please reach out to the Tikit Team at team@cireson.com.
Why Do I Have to Bring a Microsoft Admin to this Call?
In order to provision Tikit, you must have admin permissions in your organization’s Microsoft 365 tenant. We require an admin bepresent on this call to ensure we can provision and setup your instance properly without disruption.
