Helpdesk Software & Knowledgebase

eFACiLiTY® Helpdesk and Knowledgebase automates the helpdesk ticketing process with defined SLAs ensuring world-class service experience to customers/employees/occupants. The helpdesk software manages the workflow of registering, assigning & resolving all service requests and problems reported in a facility or an organization. The complete history of actions taken, events, follow-ups, messages exchanged, response times, and user feedback can be tracked via the system that helps in the analysis and improvement of the helpdesk and call resolution functions.

eFACiLiTY® Helpdesk and Knowledgebase puts all the configurable service request details in a single place i.e., a centralized helpdesk solution to ensure resolving support requests is seamless and more convenient for your team.

The custom workflows of eFACiLiTY® facilitate user to configure any required service/call type, categories & sub-categories to assign requests/issues/services to the respective team and team members to resolve within defined SLAs.

Helpdesk Software – Key Features

  • Call booking via emails, self-registration, telecalls, and BMS / BAS Alarms
  • Configurable workflows, status updates, and notifications
  • Register problems, service requests, etc.
  • Priority assignment based on nature of the faults
  • Assign, distribute and monitor requests
  • Self-assignment by the operator
  • Escalation based on SLAs defined
  • Recording of all events throughout the life cycle of a call
  • Events & follow-ups
  • Exchange of information between job requestor and operator via message option
  • Raise, track and close Work orders
  • Record solutions and post in the knowledgebase
  • SLA Analysis and breach notifications
  • Call response analysis with minimum TAT
  • SLA Elapsed and closure time nearing SLA Alerts
  • FAQs, links, faults and solution history
  • Fully indexed data for fast searching
  • Simple and advanced search functions
  • Intuitive helpdesk call status dashboard
  • Workflows for Incident/Problem/Change/Service Request Management
  • Quickly respond and resolve incidents reported
  • Escalate, prioritize, categorize calls/incidents
  • Configurable penalty charges
  • ITIL compliance for problem, change and incident management
  • Improved customer satisfaction

Helpdesk Applications

Service Desk System

Soft Services

  • Housekeeping
  • Cleaning & Janitorial Services
  • Pantry Services
  • Event Support
  • Horticulture & Landscaping
  • Food Services or Cafeteria Support
  • Reception Services, Security Services
  • Pest Control, Concierge Service
  • Helpdesk Services
  • Payroll Services
  • Relocation Services
  • Waste Management, etc.,

HR Services/Requests

  • Medical Benefits
  • Disciplinary Issues
  • Employee Information Change
  • Employee Onboarding/Offboarding
  • Employment Verification Letter
  • General Queries on Leaves/Permissions/On-Duties/Life-Events
  • Grievances
  • Payroll Certificates & Benefits
  • Tax/Payments Reimbursements, etc.,
  • Payroll Services
  • Relocation Services
  • Waste Management, etc.,

IT Support Services/Requests

  • On-Demand IT support
  • Network Setup
  • Network Security
  • Database Management
  • Server Management
  • Cloud Computing
  • Software Support/Installation/Procurement
  • Data Storage
  • VoIP Services
  • Desktop/Laptop Repair & Maintenance
  • Mail Server
  • Hardware Support/Installation/Procurement
  • Software Licensing/Renewals, etc.,

Hard Services

  • Heating
  • Lighting/Electrical
  • Plumbing
  • Fire Safety systems
  • Air conditioning
  • Mechanical Systems
  • Planned preventive maintenance
  • Ventilation
  • Building Maintenance
  • Elevator Maintenance, etc.,

Other types of Requests/Services

  • Accident/Incident Logging
  • Booking a Meeting/Vehicle
  • Equipment Request
  • Software Access
  • Travel Requests, etc.,

eFACiLiTY® Smart Facility App

With eFACiLiTY® Helpdesk & Knowledgebase mobile app all your clients, the employees across your organization be it IT, HR, Facilities, etc., can raise tickets, raise complaints, request services, or get any help they need instantly.

  • Raise, assign & resolve problem tickets, service requests, and incidents on the move
  • Complete context on requests like ticket details, SLA, etc., at a glance
  • End-to-end Service Requests Management
  • Priority-based SLA & Penalty Tracking
  • Call wise feedbacks
  • Technicians can upload videos/photos/other attachments upon resolving a ticket
  • Assign/Re-assign requests to other teams/operators as and when required
  • Customizable Services like Concierge, Resource relocations, etc.,
  • Interactive Performance Dashboards/KPIs
  • SMS/Email/App notifications on SLA breaches and requests assigned/resolved
  • Aligns with ITIL requirements

Available on App Store and Google Play

apple Store

Other allied modules from eFACiLiTY® to complement requests management in your workplace/facilities

Incident Management System

Travel Request

Travel Requests Management

American international school

Instant Feedback System

Printing & Stationery Management System

Empowering Organizations Across Industries

Government Organizations
Corporate Houses
Airports, Seaports & Transits
Commerical Real Estate

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