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
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.,