Helpdesk Software & Knowledgebase<\/h1><\/span><\/div><\/div><\/div>eFACiLiTY\u00ae<\/sup> 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.<\/p>\neFACiLiTY\u00ae<\/sup> 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.<\/p>\nThe custom workflows of eFACiLiTY\u00ae<\/sup> 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.<\/p>\n<\/div><\/div><\/div>![\"Helpdesk](\"https:\/\/www.efacility.ae\/wp-content\/uploads\/2021\/10\/HDS-Web-screen01.jpg\")
<\/span><\/li>![\"Helpdesk](\"https:\/\/www.efacility.ae\/wp-content\/uploads\/2021\/10\/HDS-Web-screen02.jpg\")
<\/span><\/li>![\"Service](\"https:\/\/www.efacility.ae\/wp-content\/uploads\/2021\/10\/HDS-Web-screen03.jpg\")
<\/span><\/li><\/ul><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/span>Helpdesk Software – Key Features<\/h2><\/span><\/div><\/div><\/div><\/div><\/div>- <\/i><\/span>Call booking via emails, self-registration, telecalls, and BMS \/ BAS Alarms<\/span><\/div><\/li>
- <\/i><\/span>Configurable workflows, status updates, and notifications<\/span><\/div><\/li>
- <\/i><\/span>Register problems, service requests, etc.<\/span><\/div><\/li>
- <\/i><\/span>Priority assignment based on nature of the faults<\/span><\/div><\/li>
- <\/i><\/span>Assign, distribute and monitor requests<\/span><\/div><\/li>
- <\/i><\/span>Self-assignment by the operator<\/span><\/div><\/li>
- <\/i><\/span>Escalation based on SLAs defined<\/span><\/div><\/li>
- <\/i><\/span>Recording of all events throughout the life cycle of a call<\/span><\/div><\/li>
- <\/i><\/span>Events & follow-ups<\/span><\/div><\/li>
- <\/i><\/span>Exchange of information between job requestor and operator via message option<\/span><\/div><\/li>
- <\/i><\/span>Raise, track and close Work orders<\/span><\/div><\/li>
- <\/i><\/span>Record solutions and post in the knowledgebase<\/span><\/div><\/li>
- <\/i><\/span>SLA Analysis and breach notifications<\/span><\/div><\/li><\/ul><\/div><\/div>
- <\/i><\/span>Call response analysis with minimum TAT<\/span><\/div><\/li>
- <\/i><\/span>SLA Elapsed and closure time nearing SLA Alerts<\/span><\/div><\/li>
- <\/i><\/span>FAQs, links, faults and solution history<\/span><\/div><\/li>
- <\/i><\/span>Fully indexed data for fast searching<\/span><\/div><\/li>
- <\/i><\/span>Simple and advanced search functions<\/span><\/div><\/li>
- <\/i><\/span>Intuitive helpdesk call status dashboard<\/span><\/div><\/li>
- <\/i><\/span>Workflows for Incident\/Problem\/Change\/Service Request Management<\/span><\/div><\/li>
- <\/i><\/span>Quickly respond and resolve incidents reported<\/span><\/div><\/li>
- <\/i><\/span>Escalate, prioritize, categorize calls\/incidents<\/span><\/div><\/li>
- <\/i><\/span>Configurable penalty charges<\/span><\/div><\/li>
- <\/i><\/span>ITIL compliance for problem, change and incident management<\/span><\/div><\/li>
- <\/i><\/span>Improved customer satisfaction<\/span><\/div><\/li><\/ul><\/div><\/div><\/div><\/div><\/div>
eFACiLiTY\u00ae<\/sup> 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.<\/p>\n eFACiLiTY\u00ae<\/sup> 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.<\/p>\n The custom workflows of eFACiLiTY\u00ae<\/sup> 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.<\/p>\n<\/div><\/div><\/div><\/span><\/li><\/span><\/li><\/span><\/li><\/ul><\/div><\/div><\/div><\/div><\/div><\/div>Helpdesk Software – Key Features<\/h2><\/span>
![\"Service](\"https:\/\/efacility.ae\/wp-demo\/wp-content\/uploads\/2020\/05\/Helpdesk.png\" "\\"Service")
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