Service Requests or Tickets from employees are one of the most visible and impactful functions of Facility Management. Due to the large number of touch-points - both internally with employees, and externally with vendors as well as the varied nature of requests, things can get missed out & errors can creep in when manual processes are used. Even if the percentage is small, this creates the wrong impression within the organization. Secondly, since data is not easily available, the true picture of FM workload & productivity is not available to the management. As a result, we need to automate the Helpdesk or ticketing processes to ensure visibility, accuracy and simplicity.

Smart-FM's Request Management is designed to automate the Helpdesk function. Its features include

  • Simple email like interface to provide intuitive usability for all users
  • Single platform to connect Employees, FM Teams & Vendors
  • Configure multiple Request Types & sub types for all helpdesk requirements
  • Define Workflow to be used with Approvals, Escalation Matrix etc.
  • Automatic Routing of requests based on employee location & request types
  • Manual Transfer of requests can also be done if needed
  • Calculation of Request Cost based on vendor rate contracts & quantity required
  • 3 level Approval of costs based defined approver limits
  • Confirmation of Request Closure can be done by employee
  • Configurable TATs for each request type, with 3 levels of Escalation
  • Email, SMS & App alerts at each action to the respective persons and end users
  • WhatsApp Bot can be optionally used to directly generate Requests
  • Reports & Dashboards to show service levels, performance & costs


Common Platform

All Stakeholders - Employees, FM Teams & Vendors get a single consolidated view

Data Accuracy

Measure vendor performance, ensure management visibility and improve decision making

Alerts & Timelines

Eliminate manual errors through automation, with timely alerts and escalations

Track Expenditure

Manage costs with approvals &rate contracts and get consolidated expenditure across locations

Get Started

We can schedule a discussion to understand your requirements for automation of Real Estate & Facility Management processes as well as give a demonstration on the Smart-FM solution.

We can also setup a Trial - with your own data - to show its flexibility & ease-of-use and fitment to your requirements.



401, Mittal Commercia, off Andheri Kurla Road,
Marol, Andheri (East), Mumbai 400059.


+91 - 9820880525
+91 - 22 - 285 111 08

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