Tikit Frequently Asked Questions

About the Microsoft 365 ITSM Pro Plan

Intune is an excellent device management (MDM) tool, but it isn’t designed to be a full IT asset management or ITSM solution. Tikit Asset Management complements Intune by adding:

  • Asset lifecycle tracking (financials, contracts, warranties, leases)
  • Native ticket‑to‑asset linkage
  • Asset assignment to users, locations, and departments
  • Reporting and dashboards aligned to service management
    This gives IT teams a single system to manage both support and assets, rather than switching between tools.

Yes. Asset data can integrate with Microsoft Intune and Microsoft Entra ID, enabling automated population of devices and user associations.


In addition, Power Automate integration and CSV import allows you to bring in assets from other tools (e.g. JAMF), allowing organizations to manage Windows, macOS, mobile, and other devices in one place. This ensures assets can be linked to tickets regardless of device type.

Migration is straightforward and built for scale:

  • Bulk import assets from spreadsheets or other tools.
  • Preserve existing asset Tags during import
  • Continue exporting and updating via CSV if needed
    This minimizes disruption and allows teams to transition without losing historical data.

Assets are tightly integrated into the service experience:

  • Assets can be associated to tickets based on the requester’s assigned devices
  • Agents can see asset details directly within tickets
  • Multiple assets can be linked to a single ticket
  • Asset tag, name or Serial Number search enables fast lookup
  • Assets can be assigned out to users, locations, and departments
  • Label printing is supported via export or Power Automate

ITSM Pro Plan is much more than just Asset Management.

  • Its allows for any web app to be embedded into Tikit
  • Embed your existing business apps
  • Build Service Management supporting Power Apps and bring them into Tikit.
  • Apps can run generically in a node or in the context of a Ticket or Requester in a tab.
  • We'll be releasing more apps to add to the plan such as time tracking.

We’re inviting a limited number of customers to preview ITSM Pro ahead of the full release. If you’d like to be considered for early access, let us know — we’ll review requests and follow up with selected organizations.

Request Early Access

The ITSM Pro Plan includes Asset Management, future apps, and custom Power Apps integrations. As with all Tikit plans, licensing is assigned per agent. Any agent who will use Tikit must be licensed, regardless of whether they actively use every feature included in the plan.

Getting Started

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.

Yes, a fully comprehensive demo video is here. If you would like to schedule a 1:1 live demo of Tikit, you can do so here.  

Yes, we offer a fully-functional trial of Tikit’s ITSM Pro plan for 14 days, no credit card. Add to Teams in minutes. 

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.  

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.  

The full details of the Tikit by Cireson Services Agreement can be found here.

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.  
Teams Ticketing is our basic plan that's a great option for those looking to work entirely in Teams. It allows for end users to create and receive updates to tickets, and lets agents easily convert chat messages into trackable, workable tickets all within Microsoft Teams. Service Desk levels up your experience by exposing our web portals and email experiences for both end users and agents. It also offers advanced features and integrations such as AI KB ticket deflection, custom views, multi-department support, and Power BI or Excel advanced reporting. This plan includes chat and email support. Our ITSM plan is our most popular and includes even more advanced features like an AI-powered service catalog, ticket lifecycles, and custom forms, as well as integrations with Power Automate, Azure Logic Apps, and Azure OpenAI. This plan comes with a dedicated Customer Success Manager. Full details here.

Common Questions

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.
Tikit is Cireson's IT Service Management Platform Built for the Microsoft Cloud. Built inside of Microsoft Teams, Tikit is a conversational help desk system powered by AI and offering multi-department support so that your entire organization can come together in a familiar Teams environment. By leveraging the tools you already use—AI, Entra, Intune, Power Automate, Power BI, and Teams—Tikit helps you maximize your Microsoft technology investments.
Cireson’s Service Manager Portal is an on-premise solution made for Microsoft System Center Service Manager. It is a complete suite of tools that modernizes the entire analyst and end-user IT Service and Asset Management experience. Our Service Management, Asset Management, Console, and Free Community apps introduce a user-friendly web interface and enhanced functionality to take your Microsoft Service Manager investment to the next level.

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). 

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. 

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. 

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.  

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. 

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. 

You control the rollout and can limit who is given access based on your organizational needs.  

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.  

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.
Tikit natively integrates with Microsoft Teams and can monitor any mailbox to create tickets and send email updates to end users. Learn more about integrations.
We've got you covered. Cireson's Knowledge Base and Youtube channel are excellent self-help resources. Our Tikit Training Tuesdays web series, monthly Technically Speaking sessions, and regular webinars are also available to help you make the most out of our products. For more hands-on and personalized training, we offer a variety of service packages designed to meet the needs of organizations of all sizes.
Glad you asked! Our Customer Success team will work to bring you onboard as a Cireson customer and serve as the central point-of-contact for all of your needs across all Cireson products. We also offer chat and email support, as well as a dedicated Customer Success Manager (varies by plan). Learn more.
In addition to our Tikit Training Tuesdays web series and monthly Technically Speaking sessions, we hold webinars. Make sure you're on our email list or follow us on LinkedIn to get the invites.

About Free Setup

Tikit is so easy to setup that we’re willing to offer this setup call at no cost. 

 Just like our trial, this is completely free and no credit card is required to get started.  

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.  

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.  

Yes, this call is being recorded and will be available in Teams to revisit as much as needed.  

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. 

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.  
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