Explore the new Tikit Service Catalog, a portal experience for requesting help in Tikit—no chat required. Designed for organizations that want to offer a way to engage outside of Tikit Virtual Agent, this new feature introduces users to a clean, easy-to-navigate catalog in your requester portal.
Watch now to learn how to:
- Build a visual, clickable catalog with icons and categories
- Offer a structured, alternative path to self-service
- Organize knowledge and requests any way you want—by department, audience, or location
- Get up and running quickly using what you’ve already built in Tikit
Whether your team prefers chat, clicks, or a mix of both, this is your chance to see how Tikit can meet users where they are—without adding complexity for IT.
Transcript Summary
In this webinar, Adam Dzyacky and Geoff Ross introduced Tikit’s new Service Catalog feature, demonstrating how it enhances the end-user experience by organizing service offerings across departments like IT, HR, and Accounting. The session also walked through administrative setup, customization options, and future roadmap features that will expand catalog functionality.
Key Takeaways
Browsing Services Through a Central Catalog
The Service Catalog provides a visual, searchable interface within the requester portal where users can:
- Explore services by department (e.g., password resets, reimbursements).
- Access both request templates and knowledge base articles.
- Submit tickets using adaptive cards similar to those in Teams chat.
Customizing the Request Experience
Admins can tailor how users submit requests through the catalog:
- Set default behavior to deflection or direct ticket creation.
- Hide the “Add Request” button to guide users toward curated catalog items.
- Adjust the user experience using the default requester ticket template, which syncs across the web and Teams experiences.
Managing Service Offerings
Service offerings act as category containers within the catalog. Admins can:
- Create and organize offerings (e.g., “IT Support,” “Accounting”).
- Attach published knowledge or request offerings to make them visible to users.
- Choose whether sections are expanded or collapsed by default.
Respecting Permissions and Visibility
- Catalog items marked “agent only” are hidden from end users.
- This marks the beginning of expanded RBAC functionality, enabling more granular control over who sees what.
Upcoming Enhancements Highlighted in the Roadmap
- Multi-turn Cards: Show or hide fields dynamically based on earlier responses.
- Custom Properties: Add fields like location, department, or approval dates to tickets.
- Group Chat Integration: Tie Microsoft Teams group chats directly to ticket activity and participants.
- Power Automate Connector Refresh: Update automation capabilities to support new Tikit features.
- Live API Documentation: Browse and test Tikit’s APIs with real data, using a secure token.
Ongoing Support and Resources
Customers are encouraged to engage with:
- Tikit Training Tuesdays for hands-on product tutorials.
- Technically Speaking sessions to preview new features and provide feedback.
- Direct support at help@cireson.com for any implementation or configuration questions.
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.
