AI-Powered
Leverage the latest advances in AI to optimize support.
KB Copilot for Employee Self-Service
The Knowledgebase Copilot for Employees brings the power of large language models to your specific Help Desk needs. Employees can get real-time, accurate, and concise answers based on your own curated Knowledgebase.
KB Copilot for Agent Self-Service
The Knowledgebase Copilot for Agents taps into your Knowledgebase so your agents can get helpful advice on how to address an end user’s problem. From preparing next steps to crafting response emails, this feature streamlines the service your agent provides.
Sentiment Analysis
Our Sentiment Analysis feature leverages advanced natural language processing techniques to gauge the emotional tone of customer interactions. By analyzing text, it can identify whether a customer is happy, frustrated, or neutral, allowing for more personalized and effective responses.
Auto-Generated Responses
Auto-generated responses enable quick and accurate replies to customer queries by using AI-driven algorithms. Leverage your Knowledgebase and previous tickets to generate a response. This feature ensures that common questions are answered promptly, reducing wait times and improving customer satisfaction.
Ticket Summarization
Ticket summarization streamlines the process of reviewing customer issues by providing concise summaries of support tickets. This AI-driven feature extracts key information from lengthy tickets, saving time for support agents and enhancing productivity.
Auto-Categorization
Auto-categorization intelligently sorts incoming tickets into predefined categories based on their content. This feature helps ensure that tickets are efficiently routed to the appropriate departments, minimizing delays and optimizing workflow.
Auto-Prioritization
Auto-prioritization uses AI to assess the urgency of incoming tickets and assign priority levels accordingly. By recognizing critical issues that require immediate attention, this feature helps improve response times and ensures that high-priority cases are addressed promptly.
Knowledgebase Generation
Knowledgebase generation assists in creating and maintaining a comprehensive repository of information. This feature automatically compiles solutions to common problems, making it easier for customers to find answers independently and reducing the volume of repetitive queries for support staff.
AI Assistance
AI Assistance leverages your Knowledgebase and content of the ticket to suggest next steps to the agent. The responses are clear and concise and give your agents an advantage in responding to the end user. It will incorporate the history of the ticket as well, making it comprehensive in its response.
Easy ticketing
Prioritize, assign, and manage tickets so you never lose track of them.
SLA & Escalation Rules
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 User Information
Employee information is pulled from Active Directory. Customer information can come from a contacts list, account database, CRM, or other sources.
Recurring Tickets
Automatically generate and schedule routine maintenance tickets and other tasks for regular service needs. Keep your work organized and efficient.
Omni-channel support
Give users every possible way to engage with your Service Desk.
Tickets created from a 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.
Collaboration
Work as a team to get more done with less effort.
Notifications and Alerts
Keep everyone informed about ticket changes and updates with notifications and alerts. Alerts can be sent by email, SMS text, and Teams channels. Create alert templates that can be used over and over.
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, giving a complete record of what has been done or what is left to do on the ticket.
Assignment to Groups
Tickets to be assigned to a group. The group is notified; Individuals in the group can grab the tickets as they come in or tickets can be automatically assigned via round-robin 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.
Custom Actions
Add custom actions that automate and optimize your ticket processing workflow.
Ticket Reassignment
Reassign tickets as needed to the staff that is best able to handle them. Escalate tickets to senior staff.
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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Customizable
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.
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
