Glossary · Workplace operations

What is a facility service request?

Short answer

A facility service request is a request from an employee or visitor asking the facilities team to fix, supply or change something in the workplace, such as a broken screen, a heating problem, a cleaning need or catering for a meeting. Facilities teams log, route and track each request so it gets resolved and patterns become visible.

Also called facilities request, workplace ticketing, request management, help desk ticket.

How it works

Requests are raised through a portal, an app, email, a chat tool, a QR code or a room display. A good request captures the category, location, description and often a photo, so the team knows what and where without a follow-up call.

Each request is routed by category to the right person or team: on-site maintenance, IT, cleaning, catering or an outside contractor. Many organizations send facility requests into a help desk or a computerized maintenance management system (CMMS), where they are prioritized, assigned and tracked against service levels.

Closed requests become data. Volume by category and location shows recurring faults, rooms that need upgrades and services that are over- or under-provided.

How to measure it

  1. Request volume by category, building and floor.
  2. Time to first response and time to resolution, against service levels.
  3. Repeat requests for the same asset or room.
  4. Requester satisfaction after closure.

Examples

  • An employee reports a broken display from the room panel, and the ticket reaches on-site maintenance with the room already identified.
  • An organizer adds catering to a meeting room booking, and the order reaches the catering team with the time and number of guests.

Common mistakes

  • Accepting requests only by email, which hides volume and response times.
  • Asking people to describe locations in free text instead of capturing the room or desk.
  • Closing requests without telling the person who raised them.

How Kadence helps

Kadence lets employees raise tickets for equipment, amenity and space issues, including from Kadence Room Displays (WorkOps Pro) at the room door, and order catering with a room booking. Kadence also integrates with ticketing systems, including ServiceNow, Jira, Zendesk and Freshdesk.

Integrations · Room booking software

Frequently asked questions

What is a facilities request?

A facilities request asks the facilities team for a repair, a service or a change in the workplace, such as fixing equipment, adjusting the temperature, cleaning or moving furniture. It is logged so it can be assigned, tracked and closed.

What is the difference between a service request and a work order?

A service request is what the employee raises to report a need. A work order is the instruction the facilities team creates to do the work, with the assignee, priority, parts and time. One request can lead to one or several work orders.

What is workplace ticketing?

Workplace ticketing is the system for raising and tracking requests about the office: equipment faults, room issues, supplies and services. Each ticket has a category, location, owner and status, so nothing gets lost and response times can be measured.

  • Facilities management (FM) The function that keeps buildings and their services working: maintenance, cleaning, security, catering, energy, safety and space.
  • CMMS (computerized maintenance management system) Software that plans, assigns and records maintenance work on buildings and equipment, from asset register to work order.
  • Meeting room display A screen at a meeting room that shows live availability and lets people book, check in and release the room at the door.
  • Workplace operations (WorkOps) The day-to-day running of an office for the people in it: space, bookings, visitors, services, policies and the data they produce.

Kadence editorial team · Last reviewed

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