eFACiLiTY? Helpdesk and Knowledgebase

eFACiLiTY® Helpdesk and Knowledgebase is a software solution designed to automate the helpdesk ticketing process and manage service requests and problems reported in facilities or organizations. According to the vendor, this solution caters to businesses of various sizes and is used across multiple professions and industries, including Facilities Management, IT Support, Human Resources, Customer Service, and Building Maintenance.

Key Features

Helpdesk Software: According to the vendor, the software offers various features such as call booking through multiple channels, configurable workflows and notifications, priority assignment, request assignment and monitoring, self-assignment option, escalation based on SLAs, comprehensive event recording, information exchange between job requestor and operator, work order management, knowledgebase recording, SLA analysis, call response analysis, and an intuitive helpdesk call status dashboard.

Soft Services: The helpdesk application covers a range of soft services, including housekeeping, cleaning and janitorial services, pantry services, event support, horticulture and landscaping, food services or cafeteria support, reception and security services, pest control, concierge service, payroll services, relocation services, and waste management, as stated by the vendor.

HR Services/Requests: According to the vendor, this feature allows HR departments to efficiently handle services and requests such as medical benefits, disciplinary issues, employee information changes, onboarding and offboarding processes, employment verification letters, general queries on leaves and permissions, grievances, payroll certificates and benefits, tax and payment reimbursements, and relocation services.

IT Support Services/Requests: The software provides support for IT-related services and requests, including on-demand IT support, network setup and security, database and server management, cloud computing, software support and installation, data storage, VoIP services, desktop and laptop repair and maintenance, mail server management, hardware support and procurement, and software licensing and renewals, according to the vendor.

Hard Services: According to the vendor, this feature enables efficient management of hard services such as heating, lighting and electrical systems, plumbing, fire safety systems, air conditioning, mechanical systems, planned preventive maintenance, ventilation, building maintenance, and elevator maintenance.

Other types of Requests/Services: The software also caters to other types of requests and services, including accident and incident logging, meeting and vehicle booking, equipment requests, software access requests, and travel requests, according to the vendor.

eFACiLiTY® Smart Facility App: The mobile app allows users to raise, assign, and resolve problem tickets, service requests, and incidents on the move. The vendor states that it provides complete context on requests, priority-based SLA and penalty tracking, call-wise feedback, video and photo attachments, request reassignment, customizable services, interactive performance dashboards, SMS/email/app notifications, ITIL compliance, and availability on App Store and Google Play.