Tikit

Tikit is an ITSM platform that provides native integration with Microsoft Cloud, enabling effortless, conversational ticketing directly in Microsoft Teams. Despite some user feedback around the bot's card-based reply flow, the platform's automation capabilities and highly responsive customer support make it a compelling solution.

What Is Tikit?

Tikit is a purpose-built customer service management platform that leverages the Microsoft Cloud ecosystem. It allows organizations to expand ITSM beyond IT, enabling departments such as HR and finance to manage their requests through a unified Enterprise Service Management (ESM) solution. Moreover, with real-time collaboration within Microsoft Teams, users can create and manage tickets directly from conversations without leaving the application.

What Is Tikit Best For?

Tikit's sharpest edge is ticketing built directly inside Microsoft Teams without any portal switching or separate login. It serves IT departments, HR, and operations teams in Microsoft 365-heavy organizations that have outgrown shared inboxes. Users stop losing requests in chat, eliminate manual ticket logging, and cut onboarding time for new agents. The ticket mechanism inside Teams is what makes adoption easy, where other tools don't.

How Much Does Tikit Cost?

Tikit price starts at $26/agent/month for the Microsoft Teams Ticketing plan, which is billed annually. The vendor also offers a 14-day free trial of all the plans, including:

• Microsoft 365 Service Desk – $39/agent/month (Billed Annually)
• Microsoft 365 ITSM – $49/agent/month (Billed Annually)

Tikit offers optional paid consulting packages for organizations that need hands-on implementation beyond the complimentary free setup session:

• Streamlined Setup – $2,490
• Accelerated Setup – $4,990
• Business Ready Setup – $14,990

Disclaimer: The pricing is subject to change.

Tikit Integrations

The system supports integration with multiple platforms, such as:

• Asana
• DocuSign
• Airtable Software
• Entra
• Microsoft Teams Phone
• Intune
• Microsoft PowerBI

How Does Tikit Work?

Getting started with Tikit is straightforward. Here's how the platform works once you're in:

• Install both the Tikit agent app and the Virtual Agent bot directly inside Microsoft Teams through Microsoft's provisioning process and log in. A Microsoft 365 admin must be present for the initial setup
• Right-click any Teams chat message to convert it into a trackable ticket. The ticket is created from the conversation without leaving Teams
• End users submit requests through the Virtual Agent bot in Teams, the end-user web portal, or a configured Outlook mailbox, depending on how they prefer to work
• Agents manage tickets, SLAs, lifecycle stages, and knowledge base articles from a dedicated web portal that is kept separate from the end-user interface
• Repetitive processes like onboarding and approval routing are handled by connecting Power Automate flows to ticket events, so configuration is done without code
• Device inventory and user details from Intune and Entra appear directly inside the ticket, available to agents during resolution
• Ticket volume, resolution times, and workload data are tracked by connecting Tikit to Power BI or Excel for dashboard-level reporting

Who Is Tikit For?

Tikit software is ideal for several industries and sectors, including:

• Marketing
• Human resources
• Accounting
• Software development
• Information technology

Tikit Use Cases

Based on our analysis of user reviews and Tikit's current capabilities, we have identified key scenarios where this software is a good fit for operations teams:

Microsoft-Centric Organizations Managing Internal Support

Tikit fits best in environments already running on Microsoft Teams and Microsoft 365. Employees raise and track requests within the same channels they use daily, which cuts down on separate portals and extra logins. For organizations where IT has already standardized on the Microsoft stack, this removes a common friction point, i.e., getting non-technical staff to adopt a new tool.

Small IT Teams Handling High Request Volumes

Small or single-person IT teams get the most out of Tikit's ability to handle intake, updates, and resolution without investing in multiple systems. Setup is straightforward, and onboarding new agents does not require extended training. Several reviewers specifically noted they were operational within days. For teams that need a structured process without the overhead of an enterprise ITSM rollout, this efficiency matters.

Organizations Expanding ITSM Beyond IT

Tikit is not limited to IT support. HR teams handling onboarding queries, finance departments fielding procurement requests, and facilities teams managing maintenance tickets can each run their own queues on the same platform. For organizations trying to standardize how internal requests are handled across departments, this reduces the need for separate tools with separate contracts.

Teams Prioritizing Self-Service And Ticket Deflection

For organizations dealing with a high volume of repetitive requests, Tikit's virtual agent can intercept common questions before they reach an agent. Employees get answers through a knowledge-driven chat flow, and only unresolved issues get escalated to the queue. This is particularly relevant for support teams with limited headcounts that cannot realistically respond to every incoming request manually.

Is Tikit Right For You?

If your organization is already heavily invested in Microsoft 365, then Tikit software can be a strong fit, as its native design maximizes the existing technology of ROI. The software is SOC 2 Type 2, GDPR, and HIPAA compliant, ensuring the security of sensitive user data. It is a reliable enterprise service management solution that scales beyond IT to unify support across departments such as HR and finance.

Still unsure about investing in the Tikit software? Contact our customer support experts at (661) 384-7070 for further assistance.