The IT Department is faced with the challenge of delivering a high level of service with limited resources and funds. Crow Canyon’s IT Help Desk automates the entire IT process, leveraging what you are already using: Microsoft SharePoint, Office 365, and email. Through detailed tracking of requests and efficient queue management, tickets are resolved quickly and user satisfaction increases. Help Desk performance can be monitored and assessed for continuous service level improvements.
Key Features
- Email Conversion – New emails sent to the Help Desk are converted to tickets; subsequent emails are linked to the ticket.
- Integrate with Asset Management – Designed to easily integrate with Crow Canyon’s Asset Management for SharePoint and Office 365, if you need assets linked with a ticketing system.
- Knowledge Base – Build-your-own set of KB articles for user self-service or easy staff reference.
- Employee or Customer Support – Internal Help Desk? External Customer Support? The system can be used for either or both.
- Mobile Device Support – Access tickets, make changes, respond to users, close tickets and more from smartphone or tablet.
- Automatic Ticket Routing – Sends ticket to the correct person or group for handling, speeds resolution.
- Easy Administration – Uses standard SharePoint utilities as well as custom administrative interface for ease in configuring and maintaining system.
- Reporting and Dashboards – Visual displays of ticket status, assignment, quantity, priority, overdues, and more. Use built-in reports or create your own. Can also use PowerBI to generate reports.
- Extensive Alerting/Notifications – Keeps everyone involved informed and up-to-date. Easily configured for your needs.
- Outlook Addin – Addin to Outlook available to send emails to the help desk, link emails with tickets, or create new tickets from Outlook.
- Sub-tasks and Parent/Child – Tickets and tasks can be linked and set up in a parent/child relation to group associated activities together.
- Work Log and Time Tracking – Record of who did what and for how long, so as to keep everyone up-to-date on ticket activity as well as provide stats for reporting.