Helpdesk and Knowledgebase

FACiLiTY's Helpdesk module manages the work flow of registering, assigning and resolving of the job requests and problems reported in a facility or organization. The full history of actions taken, events, follow-ups, messages exchanged, response times and user feedback can be tracked via the system that helps in analysis and improvement of the helpdesk and call resolution functions.

Key Functions

• Call booking via emails, self-registration, tele-calls and BMS / BAS alarms
  
• Register problems, job requests etc. 
• Priority assignment based on nature of faults 
• Assign, distribute, monitor
  
• Escalation based on SLAs defined
  
• Recording of all events throughout the life cycle of a call
  
• Exchange of information between job requestor and operator via Message option
  
  

• Raise, track and close Work Orders
  
• Record solutions and post in knowledgebase
  
• Service level analysis
  
• Faults and solutions history 
• Call response analysis
• FAQs and Links