Name: eFACiLiTY? Helpdesk and Knowledgebase
Price: 1200 USD
Author: Sierra ODC

Customer Success Management Training

Help Desk

Web and Video Conferencing

Customer Support

Continuous Integration

Development

Business Intelligence (BI)

Collaboration

Environmental, Social, and Governance (ESG)

Payment Facilitation

VoIP

Enterprise

Accounting

Payment Gateway

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Course Authoring

HR Management

Payroll

Professional Employer Organizations (PEO)

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

AI Governance

Access Gateways

Cloud Storage

Disaster Recovery as a Service (DRaaS)

Fraud Detection

Graph Database

High Availability Cluster

Infrastructure-as-Code (IaC)

Infrastructure-as-a-Service

Integration Platform as a Service (iPaaS)

Network Behavior Analysis

Network Performance Monitoring

SOA Application Gateways

SaaS Management

Secure Email Gateway

System Monitoring

Traffic Switching

Value-Added Resellers (VARs)

Virtualization Management

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Audience Engagement

Content Management

Content Marketing

Customer Reference Management

Data Management

Email Marketing

Gamification

Marketing Automation

Mobile Marketing

SMS Marketing

Social Media Management

Survey & Forms Building

Video Streaming

Web Analytics

Marketing

Project Management

Professional Services

Customer Relationship Management (CRM)

Sales Gamification

Social Commerce

Sales

Architecture

Commercial Drone

Equation Editors

Home Health Care

Insurance Agency Management

Membership Management

OSS/BSS (Operations Support/Business Support)

Online Voting

Practice Management

Revenue Cycle Management (RCM)

Simulation

Text Analysis

Vertical-Specific

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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.

Basic

GrooveHQ is a simple help desk platform meant for small businesses and startups. The free version contains a ticketing system for two teammates. The $15 per agent, per month paid plan supports unlimited users, white labeling, integrations, and a workflow system for prioritizing tickets.

GrooveHQ

Founded in 2003, Vivantio is a provider of customer service optimization software and solutions for B2B service teams. By combining enterprise-level software with the flexibility of a cloud-based solution, Vivantio provides a unified service management platform. The platform scales to meet the complex business needs of large, multi-site organizations, to optimize workflows across several departments including IT, operations and customer service.

Vivantio

eFACiLiTY? Helpdesk and Knowledgebase

Software to manage the customer support function which involves responding to user's technical questions. Software prioritizes and routes tickets, tracks status, and provides ticket reporting metrics. Questions and answers can be delivered by telephone, e-mail, phone or, increasingly, social channels. Help desk software also makes it easier for the people running the help desk to quickly find answers to common questions.

Sierra ODC

Incident and problem management

Streamlining ticketing and service restoration processes

Organize and prioritize service tickets

Prioritize tickets to ensure most urgent are tackled first

Expert directory

Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

Subscription-based notifications

Users subscribe to notifications for ticket updates

ITSM collaboration and documentation

Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

Ticket creation and submission

Users and agents can easily enter new support requests.

Ticket response

Agents can easily follow up with customers.

Automated responses

Common requests can automatically trigger a standard response.

Attachments/Screencasts

Agents can send attachments and/or set up screencasts to assist with support issues.

SLA management

Service level agreement management allows agents to view and adhere to the terms of a customer's support package.

Self Help Community

Features that allow customers to self-service for support issues.

Forums

Allows customers to engage in discussion threads about support issues with other customers and/or agents.

External knowledge base

Customers can self-service by searching through help articles.

Internal knowledge base

Internal knowledge base helps agents answer customers' support questions.

Q and A

Q&A allows customers to ask the support team questions online; conversations are posted publicly for the benefit of other customers.

Surveys/polls

Surveys/polls allow customers to submit ideas and leave feedback about the product or quality of support.

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

Customer portal

Customer portal allows customers to submit tickets themselves and/or access self help resources.

Live help chat

Live chat allows customers to get help via instant messaging within a software product or on a company website.

Phone support

Customers can get support from agents over the phone.

Includes an interactive voice response system for routing callers to the correct agent or information.

Call scripting

Provides a script or system for guiding agents through callers' support issues.

Social integration

Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.

Email support

Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.

Help Desk CRM integration

Integrates with CRM so that tickets and support communications are coordinated with customers' records.

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

TrustRadius

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eFACiLiTY? Helpdesk and Knowledgebase

Overview

What is eFACiLiTY? Helpdesk and Knowledgebase?