Planet Facilities Management Software

HELPDESK - Delivering a better service

The Help Desk acts as a vital link between the building occupier and the facilities department. Planet's Help Desk module enables you to provide a responsive service to your occupiers. Log each call or service request that your department receives, track its progress and measure service level performance.


Help Desk - At a glance


  • User-defined call screen templates
  • Manage hard and soft services
  • Ability to check for duplicate calls
  • Solutions / knowledge database - enabling non-technical staff to handle problems quickly
  • Fast search mode to identify caller
  • Drop-down list of standard faults
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Logging calls
  • Set up any number of user-defined call categories - repairs, catering, etc
  • User-configured call screen templates
  • Call categories determine default SLAs, checklists and routes for escalation
  • Powerful search facilities to identify caller quickly
  • View other jobs due for a certain location to avoid costly duplicate calls

Actioning calls
  • Action calls as work or purchase orders
  • Set work orders to be automatically printed, faxed or emailed to the contractor or in-house team
  • Include details of hazards and safety instructions on work orders
  • Assign target 'attend' and 'fix' times to each call
  • Use Planet's help desk for other tasks including room booking, quotations and creating appointments

Customer satisfaction
  • Update 'customers' on call progress automatically via email or over the intranet
  • Ask 'customers' to complete a satisfaction survey once calls have been resolved
  • Satisfaction surveys enable the help desk to identify areas for improvement

Logging help desk calls over the intranet
  • Enable building occupiers to log their own calls via Planet's intranet server
  • Ease workload on help desk operators
  • Occupiers can monitor the progress of their call until resolution
  • Call status monitor advises help desk staff when a call has been logged via the intranet

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