Everything you need to know about Facilio Helpdesk.
The AI helpdesk for property and facilities teams. Tenants call, message or email, an AI agent handles the conversation and raises the ticket, and the right technician gets moving. This guide walks through every feature.
Start hereGetting startedFrom your website to a working agent in minutes, then an 8-step checklist.
02 · 6 sectionsExplore
Everyday workAsk AtomAsk about tickets and contacts in plain English, or have Atom draft for you.
03 · 2 sectionsExplore
Everyday workHomeToday's tickets, channel volume, tenant mood and team workload.
04 · 4 sectionsExplore
Everyday workInboxEvery call, chat and email, with Atom’s analysis and the full transcript.
05 · 5 sectionsExplore
Everyday workTicketsFind, read and assign tickets, and see exactly how Atom decided.
06 · 6 sectionsExplore
Everyday workContactsEveryone who has reached your helpdesk, saved automatically.
07 · 2 sectionsExplore
Everyday workTechniciansYour team’s status, skills, certifications and job history.
08 · 4 sectionsExplore
Set up your agentsIntake agentVoice, greeting, scope and channels for the agent that answers tenants.
09 · 10 sectionsExplore
Set up your agentsDispatcher agentWrite dispatch rules in plain language, refine them and test them.
10 · 6 sectionsExplore
Set up your agentsFeedback & CSATSurvey tenants after every resolved job, and follow up on low scores.
11 · 5 sectionsExplore
AdminSettingsUsers, credits, phone numbers, channels, keys and data sources.
12 · 12 sectionsExplore
ReferenceGlossary & FAQThe words you’ll see in the product, and the questions teams ask.
13 · 2 sectionsExplore
How it works.
From a tenant’s call to the right technician, in four steps. Every screen in this guide is from the real product, with sample data for Northpoint FM.
01
A tenant reaches out
A call, a WhatsApp message, an email or a web chat about a leak, a stuck lift or a hot office.
02
The Intake agent answers
It asks the right questions (what broke, where, how urgent) in your brand’s voice, any time of day.
03
A ticket is raised
With a written summary, the site, the category and the urgency already filled in.
04
The right technician
The Dispatcher agent applies your rules, assigns or recommends the best match, and shows why.