Helpdesk Software & Knowledgebase System

Organizations often struggle to manage service requests and maintenance issues effectively due to disconnected, outdated, and overly complex helpdesk systems. These systems create friction for end users trying to report issues or access support, leading to delays, inefficiencies, and a poor service experience. The lack of centralization also wastes resources and reduces customer and employee satisfaction.

eFACiLiTY® Helpdesk and Knowledgebase leverages AI-powered ticket management to automate the entire ticketing process, streamlining workflows and ensuring timely issue resolution. With defined SLAs, it delivers a seamless service experience for customers, employees, and occupants. The system helps to predict ticket severity, automate repetitive tasks, and route tickets to the appropriate team members intelligently, enhancing both speed and accuracy.

With eFACiLiTY®, you gain complete visibility into the history of actions, events, follow-ups, and user feedback, allowing you to analyze trends, improve service delivery, and make data-driven decisions. The system consolidates all service request data into a single platform, enabling your team to efficiently manage, track, and resolve support requests in real-time.

AI-driven insights automatically categorize and prioritize tickets, ensuring that requests are routed to the appropriate teams for quick resolution. Custom workflows within eFACiLiTY® let you configure service types, categories, and sub-categories, further optimizing the routing process to ensure resolution within defined SLAs.

Optimize ticket management, simplify end-user interaction, and enhance knowledge access to improve service quality and operational efficiency.