Helpdesk Software & Knowledgebase System
Organisations across India often struggle to manage service requests and maintenance issues effectively due to disconnected, outdated, and overly complex helpdesk systems.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 across IT parks, manufacturing campuses, and healthcare facilities.
eFACiLiTY® Helpdesk and Knowledgebase leverages AI-powered ticket management to automate and streamline the entire service request lifecycle in India—from ticket creation and assignment to resolution, feedback, and knowledge capture—ensuring issues are resolved faster and service quality is consistently high.
Key Benefits in India
Optimise ticket management, simplify end-user interaction, and enhance knowledge access to improve service quality and operational efficiency across Indian enterprises.
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 in India
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 in India
