Ekkie Chat Documentation

Written By Casian

Last updated About 1 month ago

Engineers chat with Ekkie inside any ticket. Ekkie reads the ticket, asks clarifying questions, and runs Microsoft 365 / Autotask actions (Entra, Exchange, Defender, Intune, Teams, Autotask) on the customer's tenant, with engineer approval for anything destructive.The chat, tool calls, and outcomes save back as PSA notes and time entries to log all Ekkie for tracing.

Chat flow

  • Open a ticket — the chat panel renders alongside the ticket details.

  • Ekkie auto-generates a resolution plan on first open. No engineer approval is needed for planning.

  • The support engineer types a message. Ekkie picks a tool and fills in the arguments.

  • For tools marked "requires approval", the engineer sees a card with the proposed arguments. Controls: Approve, Edit args and approve, or Deny.

  • Approved tools run and results stream back into the chat. Denied tools never execute.

EkkieChat settings → Tools configuration

  • Every action Ekkie can call is listed, grouped by service: Entra ID, Exchange, Defender, Intune, Teams, Autotask and Ekkie (special functionality offered by Ekkie).

  • Type badge per tool: read or write, if a tool is read it signals that tool does not make modifications to your microsoft tenant, usually advised to not enable “requires approval“ for such tools.

  • Approval column — ON means the engineer must approve before the tool runs; OFF means the tool runs automatically. Default ON for every write tool.

  • Enabled column — switches each tool on or off. OFF means Ekkie can't use the tool anymore or even see it exists.

  • Bulk shortcuts at the top of each service category:

    • All — every tool on, write tools on Approval.

    • Read Only — only read tools on, no Approval needed.

    • None — everything off.

  • Save — applies new settings within about 60 seconds for new chats.

  • Microsoft Learn tools (microsoft_docs_search, microsoft_code_sample_search, microsoft_docs_fetch) are always on and don't appear in the configurable list they are used by Ekkie to pull up to date information from microsoft documentation directly.

PSA Connection (EkkieChat user)

  • Provider, base URL, and Ekkie engineer ID — all read-only, set up by Ekkie support, Ekkie Engineer ID is the id of the psa user which will make the time entries and ticket notes.

  • Test Connection — verifies the connection works.

Companies page (Environments → Companies)

  • Each customer company has a row showing its name, PSA company ID, and Microsoft tenant ID.

  • The Microsoft tenant ID scopes every M365 action Ekkie performs on that company's tickets.

  • Search by name; create, edit, or delete companies.

  • Companies with no microsoft tenantId : we support setting up companies in this way, Ekkie will not have access to any tools except the documentation tools for tickets belonging to such companies.

  • Multiple Microsoft tenants ids for the same Psa Id : in this scenario Ekkie will not automatically create plans and will not go through resolving the ticket unless a support engineer specifically selects the company this ticket should be resolved in from the ticket sidebar.

FPU System

  • Click into a company to see its details and the FPU panel below.

  • Sync FPU profiles — reads that customer's users from M365, groups them by department, and computes the typical license, group, and job-title pattern per department with a confidence score.

  • Provision new user — create a new user pre-filled with the patterns of the department you pick. Include or exclude individual licenses and groups before creating, Ekkie calculates common an attribute is for a specific Department, it suggests to include it for a frequency of > 75%, this can be overitten manually when creating a user in that Department.

  • FPU tool inside chat — by enabling the “Provision User From Fpu Profile“ in the tool settings, the support engineers will have access to the FPU functionality seemlessly in the EkkieChat interface.

Permissions

  • The EkkieChat permission unlocks Tools settings, Companies and FPU, this permission is meant for Administrators of the EkkieChat environment.

  • The Support_Engineer permission unlocks the ticket dashboard and the chat panel. This is the role you give every engineer who works in Ekkie day-to-day. Each Support Engineer must have a PSA resource ID on their user record.

  • Once your admin has the EkkieChat permission, they can grant Support Engineer to teammates themselves — no need to go back to Ekkie support.

Potential issues

  • Credentials not configured on Test Connection — contact Ekkie support.

  • A tool you'd expect is missing from chat — switch it on under Tools.

  • "User not registered" on login — your admin needs to add the user from the Users page.

  • “Admin consent was not granted for this company, contact your organization's admin about this company.” — the Enterprise Application for this company has no permissions granted to it, thus Ekkie is not authorized to interact with this company.

  • “Microsoft tenant not found. The customer tenant ID may be invalid (AADSTS90002).“ — microsoft tenant id configured for this company is incorrect.

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