CAFM Helpdesk2025-08-08T10:57:19+01:00

CAFM Explorerยฎ Helpdesk Management

Deliver responsive maintenance services with automated workflows and easy issue reporting. Staff and users can quickly log requests via smartphone or web, ensuring efficient work order management and fast resolution.

Deliver responsive maintenance services with automated workflows and
easy issue reporting. Staff and users can quickly log requests via smartphone
or web, ensuring efficient work order management and fast resolution.

Streamline reactive and scheduled maintenance tasks with our helpdesk functionality. Log, track, and manage tasks centrally, enhancing team and service provider communication. Real-time updates, dashboards, and automated notifications reduce downtime and improve response times. Ensure prompt and effective maintenance for smooth facility operations.

CAFM Explorer Work order on computer screen

Benefits of CAFM Explorerยฎ for helpdesk management

Efficient issue resolution

Streamline logging, tracking, and management of maintenance requests to ensure swift and effective resolution.

Enhanced communication

Facilitate real-time communication between teams, service providers, and customers with a centralised task management system.

Real-time updates

Receive real-time updates and automated notifications, keeping everyone informed and reducing downtime.

Cloud-based accessibility

Access the system from anywhere, at any time, ensuring maintenance requests are addressed promptly.

Scalability

Easily scale the system to accommodate the needs of your growing business, regardless of size or complexity.

Data security

Robust data security measures protect your information in the cloud.

Seamless updates

Automatic software updates and improvements, ensuring your system remains up-to-date.

Accelerate response times

Enhance response times with streamlined task management and real-time updates for faster resolutions and improved service efficiency.

Centralised data management

Maintain a central repository for easy access and accurate record-keeping of all maintenance-related data.

User-friendly interface

Enjoy an intuitive interface for easy navigation and access to key features.
CAFM Explorer Work order on laptop screen

Key feature of CAFM helpdesk

Centralised ticketing system

Log, track, and manage all maintenance requests from a single, centralised platform.

End user portal

Empower users to easily submit requests, track progress and be notified of issue resolution.

Real-time notifications

Receive automated notifications and updates to keep all stakeholders informed of the status of maintenance tasks.

SLA management

Track and manage SLAs for prompt resolution of issues. Report and analyse response and resolution times to improve efficiency.

Detailed reporting

Generate detailed reports on maintenance tasks, response times, and issue resolution. Identify recurring issues and bottlenecks for proactive management.

Mobile accessibility

Update, log, and manage maintenance requests on-the-go via mobile devices.

Integration capabilities

Seamlessly integrate with other systems to enhance data sharing and operational efficiency.

CAFM Explorer on laptop and mobile

CAFM Explorerยฎ

Say goodbye to spreadsheets

Get the complete facility management solution with CAFM Explorerยฎ

More CAFM Explorerยฎ modules

Address book

Stores and manages contact information for key stakeholders, including contractors, vendors, and internal teams, ensuring easy communication and streamlined coordination.

People

Manages employee and occupant information, enabling efficient space allocation, resource planning, and communication within the facility.

Hierarchy

Our 7-tier hierarchy provides a structured framework to organise and manage assets, spaces, and facilities across multiple levels, ensuring clear visibility and control over the entire organisational infrastructure.

Localities

Allows for the management, sharing and organisation of your facilities hierarchy data.

Document Cabinet

Safely stores and organises digital documents for easy access and retrieval of essential files related to assets, maintenance, contracts, and compliance, with seamless integration to SharePoint.

Bookings

From rooms to vehicles or car parking spaces our configurable booking module allows users to efficiently schedule and manage the reservation of spaces, resources, and equipment, optimising facility utilisation and availability.

Property, Estate, and People Management

Enhance your workplace with centralised platform for safety, maintenance, space optimisation, compliance, and finance.

Asset Management

Optimise buildings and equipment with robust asset tracking, full view of asset portfolio, histories, and maintenance schedules.

Finance Management

Automate costs, record stock, labour, and travel time for real-time financial insights. Gain control with accurate processes, compliance, and tools to identify savings and prevent overspending.

Complete CAFM software for facilities management

Eliminate spreadsheets and cut down on cumbersome manual administration by switching to a user-friendly, secure cloud-based CAFM solution.

Integration

System integration enables seamless connectivity with software solutions like ERP, BMS, and SFG20, creating a unified workflow that automatically synchronises critical data to reduce manual input errors. Achieve a comprehensive view of operations, streamline processes, improve decision-making, and boost efficiency with real-time monitoring, predictive maintenance, and automated reporting.

Industries

The complete cloud-based CAFM solution for effective management of facilities across all types of industries. Through sector driven customisation and extensive CAFM team experience, CAFM Explorerยฎ can be adapted to work across any environment.

Consultancy, training and support

Our experienced CAFM team is dedicated to providing comprehensive implementation and support services for CAFM Explorerยฎ. We ensure that your facilities are managed efficiently, creating a safe and productive environment for all users. Benefit from tailored solutions that empower your facilities team to achieve its full potential.

Testimonials

โ€œThe savings weโ€™ve generated as a result of using CAFM Explorerยฎ mean that itโ€™s already paid for itself.โ€

Building Services Manager, The Hippodrome Casino

โ€œThe CAFM Explorerยฎ software has enabled all staff and students to get the fast well-coordinated maintenance service they deserve.โ€

Head of Administrative Services, University of Salford
Trusted for more than 25 years by organisations internationally

Request a CAFM Explorerยฎ demo

Our comprehensive and streamlined facilities management software empowers facilities managers with the tools to proactively monitor and manage all tasks related to maintenance, compliance and safety across an estate.

We would be delighted to arrange a tailored demo and talk to you more about how CAFM Explorerยฎ can streamline your facilities management operations.


FAQs

The core function of our CAFM Helpdesk Management solution is to provide a centralised and efficient system for logging, tracking, and resolving all facilities-related issues and requests. It acts as a single point of contact for employees to report problems, from reactive maintenance needs to IT glitches, ensuring that these issues are addressed promptly and effectively, ultimately minimising disruption and improving workplace satisfaction. Its reactive approach to maintenance also helps to manage the time of engineers, reducing inefficiencies.

Our Helpdesk Management seamlessly integrates with other CAFM modules, such as asset management and maintenance scheduling. When a helpdesk ticket is logged, it can be directly linked to specific assets or locations, allowing for a comprehensive view of the issue and facilitating efficient assignment to the appropriate personnel or scheduling of necessary maintenance work. This integration streamlines workflows and ensures a coordinated approach to facilities management.

Implementing our Helpdesk Management system offers several key benefits, including improved response times to issues, enhanced communication between employees and the facilities team, better tracking and accountability for service requests, and valuable data insights into common problems and service performance. This leads to increased efficiency, reduced downtime, and a more proactive approach to maintaining a productive work environment.

The self-service portal empowers employees to log issues and track their status without needing to directly contact the helpdesk, saving time and providing immediate updates. Mobile access allows facilities teams to receive and update tickets on the go, enabling faster response times and efficient management of tasks while they are out in the field. These features contribute to a more convenient and responsive helpdesk experience for everyone involved.

The reporting and analytics features provide facilities managers with valuable insights into the types and frequency of issues being reported, the performance of the helpdesk team, and trends over time. This data-driven approach allows for the identification of recurring problems, the optimisation of resource allocation, and the continuous improvement of facilities management processes, ultimately leading to a more efficient and cost-effective operation.

A robust Helpdesk Management system for facilities typically includes features for ticket logging and tracking, automated assignment and escalation rules, a knowledge base for common issues, communication tools for updates and feedback, and reporting capabilities. These components work together to ensure that all service requests are handled in a timely and organised manner, from initial submission to final resolution.

A dedicated system centralises all communication related to service requests, providing a clear audit trail and reducing the reliance on emails or phone calls. Automated notifications keep both the requester and the assigned personnel informed of the ticket’s progress. This transparency enhances communication, reduces misunderstandings, and improves overall satisfaction with the facilities services.

Specialised Helpdesk Management systems offer significant advantages over manual methods like email or spreadsheets. They provide structured workflows, automated processes, accountability through ticket assignments, and the ability to track service level agreements (SLAs). Furthermore, the reporting and analytics capabilities offer insights that are simply not available with basic tracking methods, leading to more informed decision-making and continuous improvement.

Yes, a good Helpdesk Management system allows for the categorisation and prioritisation of issues based on their severity and impact. This ensures that critical problems are addressed promptly while less urgent requests are managed according to established service levels. Automated routing rules can also direct specific types of issues to the most appropriate teams or individuals, further streamlining the resolution process.

By streamlining the process of reporting, managing, and resolving facilities issues, a Helpdesk Management system improves overall efficiency. Faster response times and better resource allocation reduce downtime and minimise the impact of problems. The data insights gained from the system can also help identify areas for process improvement and prevent recurring issues, ultimately leading to cost savings and a more proactive approach to facilities maintenance.

Insights and Resources

Get in touch

To find out more about CAFM Explorerยฎ, please contact us. One of our team will be in touch shortly.