On-Demand Webinar
March 21, 2024 | 52 min
On-Demand Webinar
March 21, 2024 | 52 min
On-Demand Webinar
March 21, 2024
52 min
March Madness Series: Run a Help Desk in M365
Presenters: Scott Restivo (CEO, Crow Canyon Software) & Krista White (VP of Marketing, Crow Canyon Software)
Duration: 52 minutes
Target Audience: IT Managers, System Administrators, and Microsoft 365 Operations Leads looking to centralize support operations within their existing M365 environment.
Executive Overview
In this session, Crow Canyon Software demonstrates how organizations can leverage Microsoft 365 and Teams to run an efficient, secure ticketing system. The presentation breaks down service management into three scalable tiers, highlights modern omnichannel intake methods, and explores how integrating AI co-pilots can automate routine ticket resolution without exposing internal data to public language models.
Key Presentation Highlights
- Three Tiers of Request Management:
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- Tier 1: Request Manager – A lightweight foundation for simple departmental request tracking (e.g., HR leave, travel, access requests) using dynamic forms to replace shared inboxes, spreadsheets, and legacy tools like InfoPath.
- Tier 2: NITRO Help Desk – Designed for standard IT support workflows, featuring SLA tracking, problem/change management, and optional Asset Management integration to connect tickets directly to hardware history.
- Tier 3: NITRO Service Desk – An enterprise-level tier adding a service catalog, CMDB, and formal change and release management modules.
- Omnichannel Ticket Intake:
- Users can submit and track tickets through email, mobile-friendly SharePoint web portals, or directly within a dedicated Microsoft Teams app pinned to their left navigation bar.
- Intelligent Automation (iBPA) & KB Copilot:
- Demonstrates the transition from standard Business Process Automation to Intelligent BPA using an internal KB Copilot.
- The co-pilot reads internal company documentation (policies, manuals, FAQs) to deliver 24/7 synthesized answers inside Teams while keeping corporate data isolated from public AI models.
- Includes ticket deflection capabilities, allowing end users to self-serve or elevate unanswered questions to a formal ticket with one click.
- Ticket-to-Asset Integration:
- Shows how technicians resolving hardware tickets can pull up connected asset details instantly, viewing location, purchase date, warranty status, maintenance history, and replacement guides.
