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
  • Helpdesk System
  • Service Desk System

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
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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