In any organisation, there is a constant flow of internal requests. A printer is broken, a new access card is needed, or the meeting room could do with an extra round of cleaning. Often, these enquiries come via email, phone or a quick chat in the corridor, which makes it difficult to keep track, prioritise and ensure that everything gets resolved. With Zendesk, we can bring all your facility enquiries together in one place and create an efficient and transparent system for both employees and the facility team.
How Zendesk streamlines your Facility Management
At its core, Zendesk is an advanced ticket system that is perfectly suited to handling internal service requests. Instead of letting emails disappear into an inbox, every enquiry becomes a "ticket" with a unique ID, status and history. This provides a complete overview of all tasks.
We can set up customised forms that ensure you collect all the necessary information from the start. A request for a new access card, for example, requires different information than a fault report on a tap. With automations, we can ensure that tickets are automatically forwarded to the right person or department – cleaning cases go to the cleaning team, and technical faults go to your maintenance department.
Concrete examples and use cases
With Zendesk as your central platform for facility management, you can handle a wide range of tasks systematically:
- Fault reports: An employee can easily create a ticket via a simple interface, describe the fault (e.g. "the projector in meeting room 3 is not working"), attach an image and send it off. The team can see the task, update the status and close it once it has been resolved.
- Access card requests: When a new employee starts, a supplier needs access, or an employee loses their card, a standardised form can ensure that all the necessary information such as name, department and access level is collected and sent to the person responsible.
- Cleaning and maintenance: Whether it is an urgent task such as spilled coffee or a planned request for cleaning of shared office areas, it can be logged as a ticket. This provides a valuable overview of resource consumption and helps with planning future tasks.
- Office relocations and changes: Larger projects such as relocating employees can be broken down into smaller tickets (e.g. "set up new screen", "move phone", "order new desk") to ensure that all sub-tasks are remembered and seen through.
Benefits of using Zendesk
Centralising facility management in Zendesk provides a number of clear benefits:
- A central overview: No more lost emails or verbal agreements that get forgotten. Everything is gathered in one place.
- Increased efficiency: Automations and standardised responses (macros) save time for your facility team and reduce manual processes.
- Valuable data: Zendesk's reporting tools provide insight into which types of tasks arise most often, how long they take to resolve, and where there is room for optimisation.
- Higher employee satisfaction: Employees experience faster and more professional service, where they can easily submit requests and follow the status.
How we at Available can help
We are specialists in tailoring Zendesk to exactly your needs. We help you design and implement a customised solution for facility management that streamlines your internal processes. We can assist with everything from setting up forms and automation rules to training your team, so that you get the maximum benefit from the platform. Let us have a chat about how we can transform your facility management together.