In today’s fast-paced business environment, service desk efficiency can make or break an organization’s operational success. Yet, many companies are not fully leveraging the tools at their disposal. Tikit, a powerful service desk solution for Microsoft Teams, offers a wide range of features designed to optimize and streamline operations. Still, some of its most valuable capabilities often go unnoticed. By tapping into these hidden gems, businesses can optimize their service desk performance, reduce response times, and improve user satisfaction.
In this blog post, we will explore Tikit’s underutilized features that can significantly enhance your service desk efficiency. From AI-powered deflection to business process automation, these features have the potential to transform the way your teams manage and respond to service requests, ultimately driving better outcomes for your organization.
Feature #1: Multi-Department Segregation
One of Tikit’s most underutilized yet powerful features is Multi-Department. Not only does every Team have the capability to become its own service desk to the wider organization and maintain its own private queues of tickets, but multi-department functionality also brings the collaborative power of Teams into ticketing by granting wholly different Teams the ability to work on select tickets together.
This means that IT can work on IT tickets, HR can work on HR tickets, and when the process calls for it, they can work together on the same ticket. With Multi-Department, organizations of every size can create a more organized, streamlined service desk experience.
Feature #2: Service Catalogue in Teams
Tikit enhances user experience by integrating a visual service catalog directly within Microsoft Teams through its Help card feature. This underutilized capability allows users to easily browse and request services, review available knowledge articles, and access internal resources via direct URLs without leaving the Teams environment, making it a convenient and efficient way to manage service desk interactions. The visual service catalog presents users with a clear and organized view of available services, reducing the need for lengthy email chains or multiple touchpoints to get assistance. By streamlining access to services, this feature helps reduce friction and empowers users to resolve issues faster, freeing up service desk agents to focus on more complex tasks. For organizations already using Teams, this seamless integration boosts productivity and enhances overall user satisfaction.
Feature #3: AI-Powered Deflection
Tikit’s AI-powered deflection feature is a game-changer for service desks looking to reduce the volume of repetitive queries that bog down agents. By intelligently deflecting common questions using pre-built knowledge bases and templates, Tikit ensures that users receive instant answers without needing to wait for human intervention. What sets this feature apart is its ability to pull responses from multiple knowledge bases, providing users with a comprehensive solution to their problems. This enhances efficiency by freeing up agents for more complex tasks and improves user satisfaction by delivering faster resolutions. Coupled with Multi-Department, service desks across the organization have the opportunity to not only centralize their intake. But also their deflection capabilities. Organizations that fully utilize AI-powered deflection can significantly reduce their service desk workload, streamline operations, and provide a more responsive support experience.
Feature #4: Agent-Only Articles and Service Requests via Tikit Virtual Agent
Empowering your service desk agents with quick access to information is crucial for resolving issues efficiently. Tikit Virtual Agent offers an underutilized feature allowing agents to search all knowledge articles and available services, including those specifically designated as Agent only. This means agents can create, edit, and, most importantly, experience processes wholly unique to them. By providing agents with exclusive resources directly through the Virtual Agent. Your team can experience their own time savings, process improvements, and ensure the work they are doing drives a more effective and responsive service desk.
Feature #5: Intune Integration
Tikit’s integration with Microsoft Intune is a powerful yet often overlooked feature that can dramatically simplify the troubleshooting process for service desk agents. By providing a summary of inventory data directly within the ticketing system, Tikiti allows agents to quickly assess the devices and configurations involved in an issue. Moreover, the integration enables agents to perform Intune actions, such as device management and security policy enforcement, without having to switch between systems. This streamlines the workflow and reduces the time it takes to resolve technical issues, making it easier for agents to deliver efficient support. Organizations that leverage this integration can enhance their service desk operations by minimizing downtime and improving the overall user experience.
Feature #6 Notification Center
Tikit’s Notification Center offers a level of customization that can greatly enhance how your service desk communicates with users and agents. Often underutilized, this feature allows you to disable default notifications with a simple checkbox and craft tailored notifications that fit your organization’s specific needs. Whether you prefer to communicate through Teams, Email, or both, the Notification Center gives you the flexibility to ensure that the right people receive the right information at the right time. By customizing notifications, you can reduce noise, prevent important messages from being overlooked, and improve overall communication efficiency within your service desk operations.
Feature #7 Power BI and Excel Integration
Tikiti’s integration with Power BI and Excel are invaluable features that often go untapped. These integrations allow service desk data to be seamlessly transferred into Power BI for advanced reporting and visualization, as well as into Excel for more granular analysis. With these tools, you can easily track key performance metrics, identify trends, and generate detailed reports that provide insights into your service desk operations. By fully utilizing these integrations, you can enhance your enterprise reporting capabilities, making data analysis more accessible and actionable for your team, leading to better-informed, data-driven decisions and improved service outcomes.
Feature #8 Business Process Automation with Power Automate
Tikit’s integration with Power Automate opens up a world of possibilities for automating essential business processes, yet it remains an underutilized feature for many organizations. Whether you’re onboarding new hires, managing employee transitions, or handling routine tasks such as creating new Microsoft Teams or changing security group memberships, Tikit allows you to streamline these processes by automating repetitive actions. This reduces the manual effort required from your service desk team and minimizes the risk of human error. By leveraging Power Automate within Tikit, you can ensure that critical business processes are executed consistently and efficiently, freeing up your team to focus on more strategic initiatives.
Feature #9: Business Process Management
In addition to automation, Tikit provides robust business process management capabilities that can greatly enhance your organization’s operational efficiency. With customizable templates, forms, and lifecycle management, Tikit allows you to design and implement processes aligning with your business needs. Some process examples are managing new hires/terminations, access requests, employee profile changes, and software requests. Whether it’s handling complex workflows or ensuring that tasks are completed in a timely manner, this feature enables you to standardize operations across departments. By fully utilizing business process management within Tikit, organizations can reduce inconsistencies, improve accountability, and ensure that all processes run smoothly from start to finish.
Feature #10: Integrate Virtual Agent with OpenAI
Tikit’s integration with OpenAI is one of the latest and most innovative features, offering a glimpse into the future of service desk operations. This feature allows organizations to harness the power of generative AI to enhance various aspects of their service desk. From automating responses to crafting more intuitive and context-aware solutions, OpenAI’s capabilities within Tikit Virtual Agent provide a significant boost to productivity and user satisfaction. As this feature continues to evolve, organizations that adopt it early on can stay ahead of the curve, using AI to reduce response times and provide more personalized support experiences. The integration of OpenAI in Tikit represents a thoughtful addition that enhances overall functionality and demonstrates the platform’s commitment to innovation by Tikit’s Virtual Agent becoming more generative in nature.
Conclusion
Tikit offers a wide array of features designed to enhance service desk efficiency, but many of these capabilities often go underutilized. By fully embracing tools like multi-department segregation, AI-powered deflection, and business process automation, organizations can optimize their operations and significantly improve the user experience. As new features like OpenAI integration continue to develop, Tikit positions itself as a forward-thinking solution that can keep pace with the ever-changing demands of modern service desks. By exploring and leveraging these underutilized features, your organization can maximize the potential of Tikit.ai and drive greater efficiency and satisfaction across all departments.
Interested in More?
Tikit is a Microsoft-aligned ITSM Platform that matures as your organization adopts more Microsoft 365 technology and takes advantage of native integrations with products like Power Automate, Power BI, Azure AD and Intune. It removes barriers between users and data, which improves the employee experience for agents and end users alike.
Want to learn more about Tikit? Check out this demo video and try Tikit in a 14-day free trial. We are so confident in Tikit’s capabilities, we’ll set it up for free to ensure you are getting the most out of your free trial. Schedule your complimentary setup call today. Want to see what’s coming for Tikit or provide input on new features you’d like to see? Check out the Tikit roadmap here to submit new ideas and upvote existing requests.
