Easy ticketing
Prioritize, assign, and manage tickets so you never lose track of them.
SLA & Escalation Rules
Our Service Level Agreements and Escalation rules define when a ticket needs to be responded to, when it is due, and when it needs to be escalated.
Auto-fill employee and customer information
When using the applications for internal support, user information is pulled from Active Directory; when using it for customer support, the user information can come from a contacts list, account database, CRM, or other sources.
Recurring Tickets
Routine maintenance and other tasks can be automatically generated with our recurring ticket feature. By automating tasks in this way, equipment can be regularly serviced, and your work can be more organized and efficient.
Omni-channel support
Give users every possible way to engage with your Service Desk.
Tickets created from a wide range of sources
Employees and customers can create tickets and requests by e-mail, web, SharePoint, Teams, bots, portals, text, or phone using any device – desktop, laptop, tablet, mobile phone.
Emails fully integrated with applications
Email correspondence is fully integrated in each application. Tickets can be created from email, with flexible rules to guide the process. Email history is tracked on each ticket.
Employee Portal for user self-service
The portal is customizable and can be branded to your organization’s look-and-feel. Our goal is to provide an engaging portal so that user adoption and participation is high.
Customer Portal for customer engagement
The Customer Portal is a configurable and secure interface for people outside your company to create tickets, view and modify open tickets, and see information that you wish to present to them, such as FAQs, documentation, news, and more.
Collaboration
Work as a team to get more done with less effort.
Notifications and Alerts
Our alerting tool allows you to set up just about any alert on any condition. The alerts can be sent to any number of recipients, using templates you create, with the ability to repeat the alert if needed. Alerts can be sent by email or by SMS text.
Work Log
Staff can enter important notes and a record of activity in the Work Log. The log saves the entry with name and date/time stamps, thereby giving a complete record of what has been done or what is left to do on the ticket.
Assignment to Groups
Our applications allow tickets to be assigned to a group — the group is notified and then individuals in the group can grab the tickets as they come in, or tickets can be automatically assigned in a round-robin pattern to members of the group.
Ticket Searches
List Search allows you to search for any tickets – in fact, any item in any list or library – using a simple or advanced search.
Productivity
Drive improved productivity and efficiency with better support.
Automatic Ticket Routing
With our applications you can set up rules for automatic routing of incoming tickets. Based on any combination of fields, the ticket is assigned to the right people, who are then notified of the new ticket.
Associated Tasks
Sub-tasks can be created so that individuals are assigned specific tasks that are needed for resolution of the ticket.
Mobile Friendly
Our system includes the ability to set up custom mobile views of lists and tickets so that just the information your mobile users need, without the clutter, is available on the mobile device.
Time Tracking
A Log Time feature creates a record each time someone works on the ticket, recording who worked on the ticket, during which hours and for how long, what type of work was done, and notes about that work.
Printing
Crow Canyon’s applications include a custom Print Manager that allows you to set up templates for printing of tickets or lists. You choose what fields and what layout you want.
Approvals
Our applications include an Approver process where managers or specific individuals can be designated as approvers for certain types of requests. Approvals can be multi-person and multi-level, allowing approvals to be based on cost, type of request, location, what is being requested, who is requesting it, and other factors.
Continuous cycle of improvement
Identify areas of improvements with reports and dashboards.
Reporting
Configurable dashboards provide real-time views of ticket activity. Graphs, charts, and tables present comprehensive, detailed reports on usage and status metrics.
Analytics
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Dashboards
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Customizeable
Modify and enhance the Service Desk to fit your specific needs.
Highly configurable
The applications come with a range of features, both native SharePoint and Office 365 plus the Crow Canyon enhancements, that allow you to configure it exactly how you want it.
Customizable Actions
Crow Canyon’s applications include a utility to define actions on the tickets and requests, which are then available when working on an item with the simple click of a button.
Site Branding
Branding combines ease of use, clear functionality, and a certain aesthetic to make SharePoint appealing to the people who need to use it every day.
AI-Powered
Leverage the latest advances in AI to optimize support.
Knowledge Base
With our Knowledge Base feature, both staff and users can easily search for and access articles and quickly get the answers they need. The articles provide quick response templates for common problems.
Natural Language Processing
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AI-Powered Emails
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AI-Powered Forms
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AI-Powered Workflows
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Runs on…
Prioritize, assign, and manage tickets so you never lose track of them.
Microsoft Office 365 Commercial, GCC, & GCC High
SharePoint SE, 2019, 2016, and 2013
