Learn how to use Tikit to unify HR, IT, Facilities, Marketing, DevOps, and more—all in one service desk platform.
Is your organization still juggling support requests through emails, chat threads, or disconnected tools? You’re not alone—and there’s a better way.
In this webinar, discover how Tikit helps eliminate departmental silos and delivers a seamless experience for employees and support teams alike. Whether it’s onboarding new hires, managing maintenance requests, processing payroll inquiries, or fulfilling marketing tasks, Tikit brings everything into one centralized, secure, and collaborative platform—right inside Microsoft Teams.
Highlights we’ll cover:
- Automate multi-department processes like onboarding and offboarding
- Enable AI-powered self-service and reduce repetitive questions
- Standardize ticket intake and workflows across any department
- Use integrations and automation to scale support across HR, Facilities, Marketing, DevOps, and Accounting
Watch now to see how Tikit turns everyday chaos into streamlined service delivery, across every department.
Transcript Summary
This webinar, hosted by Geoff (Customer Success) and Adam Dzyacky (Product Team), focuses on how Tikit enables multi-department service management within Microsoft Teams, breaking down organizational silos and streamlining workflows.
Key Themes
1. Multi-EP Department Experience
- Tikit respects Microsoft Teams’ security model — tickets stay within the teams they were created in.
- Agents can be assigned to multiple teams and only see relevant tickets and tasks based on their roles.
- Life Cycles power multi-phase workflows (e.g., onboarding) with different departments contributing tasks in sequence.
2. Automation & Flexibility
- Power Automate Integration allows each department to manage its own flows tied to specific phases of a life cycle.
- Automations can trigger tasks like creating accounts, provisioning equipment, or updating systems — with complete control over who maintains which flow.
3. Ticket Creation Flexibility
- Tickets can be created from:
- Teams chat messages (right-click > Create Ticket).
- Email (linked shared mailboxes like accounting@).
- Ticket Virtual Agent (self-service bot).
- Demonstrated scenario where a marketing user (Adele) can escalate conversations to IT or marketing through self-service, depending on context.
4. Ticket Virtual Agent Customization
- Rename, rebrand (icon/color), and pin the agent in Teams navigation bar for consistent self-service access.
- Help card can include:
- Popular forms
- External/internal links (M365, SharePoint, etc.)
- Dynamic knowledge base queries
5. Knowledge Management & Generative AI
- When static knowledge base articles aren’t configured, Tikit Virtual Agent uses OpenAI on Azure to return AI-generated answers based on uploaded internal documentation.
- Supports citations and links to source documents.
- Departments can contribute docs and build out shared intelligence across the org.
Key Takeaways
- Tikit empowers every department to be a service desk while maintaining security, structure, and automation.
- Life Cycles orchestrate handoffs across departments smoothly.
- Self-service, automation, and AI integration make Tikit a scalable, intelligent ITSM solution within Microsoft Teams.
Want More?
Visit our Multi-Department Solutions page for even more details about how Tikit unifies HR, Marketing, Facilities, DevOps, Accounting, and more in a single, scalable AI-powered service desk built for Microsoft Teams.
Tikit is a Microsoft 365 IT Service Management platform that matures with your M365 adoption. Want to learn more about Tikit? Check out our demo video and try Tikit in a 14-day free trial. We are so confident in Tikit’s capabilities, we’ll even set it up for free to ensure you are getting the most out of your free trial! Schedule your complimentary setup call today.
