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Organizations often struggle to manage service requests and maintenance issues effectively due to disconnected, outdated, and overly complex helpdesk systems.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.
Key Benefits
Optimize ticket management, simplify end-user interaction, and enhance knowledge access to improve service quality and operational efficiency.
AI-Powered Ticket Management
Automates categorization, prioritization, and intelligent routing—reducing human error and speeding up issue resolution.
Integrated Platform
Our solution provides a centralized platform for managing helpdesk tickets and knowledge bases, streamlining operations, and enhancing accessibility to critical information.
Simplified End-User Experience
Removes complexity from the request submission process with intuitive interfaces, making it easy for end users to report issues and track progress—reducing frustration and improving adoption.
Automated Processes
With AI taking care of repetitive tasks, eFACiLiTY® reduces the need for manual intervention, which helps accelerate issue resolution and improves overall productivity. This automation of routine processes results in faster response times and more accurate ticket handling.
Centralized Access
With a centralized platform, organizations gain easy access to essential information, facilitating informed decision-making and prompt issue resolution.
Efficient Escalation Mechanism
Our system includes an advanced escalation feature that ensures critical issues are promptly identified and escalated to the appropriate level, minimizing delays and improving response times.
Enhanced Customer & Employee Satisfaction
Faster, more accurate service boosts satisfaction and builds trust with employees, occupants, and customers alike.
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
Hard Services
eFACiLiTY® Smart Facility App
Raise, assign & resolve problem tickets, service requests, and incidents on the move
Complete context on requests like ticket details, SLA, etc., at a glance
End-to-end Service Requests Management
Priority-based SLA & Penalty Tracking
Call wise feedbacks
Technicians can upload videos/photos/other attachments upon resolving a ticket
Assign/Re-assign requests to other teams/operators as and when required
Customizable Services like Concierge, Resource relocations, etc.,
Interactive Performance Dashboards/KPIs
SMS/Email/App notifications on SLA breaches and requests assigned/resolved
Aligns with ITIL requirements
