A facilities management ticketing system is the front door for everything the floor reports: the desk with no power, the room that is too cold, the contractor nobody recognised, the team that has outgrown its zone. A facilities ticketing system, facilities management helpdesk software and a facilities helpdesk are the same intake under different names, and the useful question is not which product but what a ticket has to carry and where each kind goes next, because a facilities helpdesk that takes everything in and routes nothing out is an inbox with a number. This guide is the intake from the workplace team's side: the ticket, the four destinations, and the two kinds this hub keeps the record for.
What a ticket has to carry
Where, which floor, room or desk from the inventory rather than a free-text description; what, in one line; who raised it and when; and which of the four kinds it is, because the kind decides the destination. A facilities ticketing system whose location field is free text produces tickets that cannot be counted by floor, and the count by floor is the one figure that tells the workplace team where the building is failing. The inventory is the denominator here as everywhere.
The four destinations
A fault in the building or its plant is a work order and goes to the maintenance record, which on this estate is fmlane.com. A request about a desk, a zone or a room is the workplace team's and lands against the desk or the space in this hub's record. A question about a person on site is a contractor clearance lookup. And a request that is really about the office's admin, supplies and services is the office manager's and another product's. Facilities management helpdesk software earns its keep by sending each where it belongs on the day it is raised.
The two kinds this hub keeps
Desk and space requests file against the desk or the space in the inventory, so a month of them says which floor is short, which zone is over and which desks are never right. Contractor questions resolve against the clearance record: cleared, expiring, or lapsed, with the dates. HardFM Pro keeps both records against the building for $24 a month for the whole team and exports them; the intake in front of them can be any facilities helpdesk that carries the location as an inventory reference.
What the ticket count tells you
Tickets by floor and kind, over a quarter, are the complaint side of the utilization figure: a floor at 90% of desks on its busiest day that also produces the most desk tickets has outgrown its ratio, and both numbers say so. Read the ticket table beside the attendance table and the space decision makes itself; read either alone and it is an argument. The free space utilization worksheet works the attendance side from your own counts.
Questions people ask about facilities management ticketing system
What is a facilities management ticketing system?
The intake for what the floor reports, carrying where (from the inventory), what, who and which kind, and routing each kind to its record: faults to maintenance, desk and space requests to the workplace record, contractor questions to the clearance lookup, admin to the office manager.
Does HardFM include a facilities helpdesk?
It keeps the two records a helpdesk's tickets resolve against on the workplace side, the desks and spaces and the contractor clearances, and exports them. The intake itself can be any ticketing tool that references the inventory; work orders belong to the maintenance record at fmlane.com.
Why must the ticket's location come from the inventory?
So tickets can be counted by floor and desk. That count, read beside the attendance count, is how the workplace team knows which floor has outgrown its ratio; free-text locations cannot be counted.