Cut IT workload by 30% and resolve incidents 2× faster - without changing your stack. Gfacility Incident Management keeps your IT team focused on high-value work by automating repetitive requests, routing tickets instantly to the right team, and ensuring no SLA breach ever takes you by surprise.
Gfacility Assistant
Online · Service desk
VPN reset, broken meeting-room sensor, missing badge, expired licence. Same chat. Same AI. Gfacility identifies the issue, runs the diagnostic, applies the fix, closes the ticket - and logs every step to your live cross-domain dashboard. Your team doesn't get pinged. Your CIO doesn't get surprised.
Most IT teams waste valuable time on manual triage and repetitive fixes. Gfacility’s incident management system keeps your focus where it matters - restoring normal service as quickly as possible - by combining the structured approach of ITIL 4 best practices with the speed and intelligence of AI automation.
With Gfacility’s incident management system, the incident management process becomes effortless - users simply describe the issue in plain language, with no complex forms and no extra clicks. Our AI-powered information gathering automatically asks for any missing details so nothing is overlooked. Organisations see up to 40% fewer calls and emails to the service desk, cleaner data, and virtually no misrouted tickets.
Routine IT issues - like password resets, VPN access, or printer problems - often flood support desks. Gfacility’s incident management software instantly resolves these without human intervention, shortening your incident management process and freeing your IT team to focus on complex, high-value problems instead of repetitive fixes.
Tickets are sent directly to the right team from the start, avoiding unnecessary handovers and delays. With contextual asset linking, the relevant asset from your CMDB is attached automatically. Automated task dispatching allows multiple teams to work in parallel without confusion, and built-in validation prevents incomplete reports resulting in 25%+ higher first-time fix rates and fewer delays.
Gfacility’s AI agents act like tireless digital employees. They escalate tickets before SLA breaches, send deadline reminders, and ensure nothing slips through the cracks. This automated follow-up maintains service quality without extra management. Any other incident management task? Just describe it in plain text - they’ll execute it within your workflow, no coding required.
Gfacility gives you real-time insight into your incident management process - from team workloads and ticket queues to deadlines and trends. The built-in scheduler shows what’s planned and when, while role-based dashboards ensure stakeholders see only relevant information. With accurate, up-to-date data, you can prioritise better, decide faster, and continually improve your workflow.
With our all-in-one IT Service Management (ITSM) software, you don’t just resolve tickets - you transform how IT delivers value across the organization. Discover a smarter way of working.
Quickly find the right information with user-friendly overviews and advanced filtering options - keeping your incident management process organised and efficient.
Stay updated with timely notifications for important updates, tasks, SLA deadlines, and incident status changes.
Gain full visibility into team workload, resource allocation, and ticket volumes to prevent overload and ensure service continuity.
Automate approval processes and streamline your incident management workflow with customised, ITIL-aligned task flows.
All conversations are automatically captured in the ticket - for example, if a user replies by email, it’s logged directly in the incident record.
An integrated knowledge base means the AI can suggest relevant help articles to resolve issues faster - sometimes even before a ticket is created.
Get valuable insight into resolution times, SLA compliance rates, recurring incidents, and root causes, supporting continuous improvement of your incident management framework.
Real-time tracking of internal service levels and supplier agreements with proactive alerts before breaches occur. Your IT team can take action in time to avoid missed commitments, keeping performance measurable and consistent.
Plan, assign, and track upcoming work with a best-in-class ticket scheduler - ensuring the entire incident management lifecycle stays on track.
Ensure privacy and security by giving each user access only to what they need. For example, HR sees only HR-related tickets, IT only IT tickets, and security only security incidents.
A full record of who did what and when for every incident - providing traceability, compliance, and learning opportunities.
Handle IT security incidents with the same AI-driven speed, accuracy, and full traceability as other incidents.
Manage incidents anywhere with the mobile application, designed for maximum flexibility and responsiveness.
Collect feedback and ratings directly within the incident management system to monitor service quality and user satisfaction.
Prevent manual handling by automating task assignments, escalations, and follow-ups across the entire incident management process.
Define exactly what information needs to be captured for each type of incident, ensuring the right details are collected in every scenario.
Seamlessly connect with Google and Microsoft to automatically sync and manage user accounts.
Fully aligned with the latest ITIL best practices for incident management, providing a future-proof foundation for enterprise IT service delivery.
Incident management is the process of identifying, logging, and resolving unplanned disruptions or service degradations in IT systems as quickly as possible. The goal is to restore normal operations with minimal impact on the business and its users. A typical incident management process, often based on ITIL best practices - includes: Detection & logging - capturing all relevant details about the incident. Categorisation & prioritisation - ensuring the right resources are assigned quickly. Investigation & resolution - diagnosing and fixing the issue. Closure & documentation - confirming resolution and learning from the event. Effective incident management systems use automation, smart routing, and SLA monitoring to speed up resolution, reduce manual workload, and improve service quality. Gfacility enhances this with AI that can instantly resolve common issues, route tickets accurately, and ensure nothing is missed.
Gfacility’s AI accelerates the incident management lifecycle by instantly resolving common issues, routing tickets to the right team, gathering missing information, and automating follow-up. This reduces manual workload and speeds up resolution times.
Yes. Our processes follow ITIL best practices for incident management from logging to closure, and can be tailored to your specific requirements while staying compliant.
Absolutely. Gfacility connects seamlessly with the tools you already use - Microsoft 365, Google Workspace, Active Directory, monitoring systems, CMDBs, and more. It’s designed to slot into your existing IT ecosystem so you can leverage your current data and processes without starting from scratch.
Role-based access ensures that users only see tickets relevant to their role or department - for example, HR only sees HR tickets, IT only sees IT tickets. This safeguards sensitive information and supports compliance with data privacy regulations.
Yes. Gfacility provides full support for IT security incident management, with AI-driven speed, accuracy, and traceability. Security teams can manage incidents separately with dedicated permissions and workflows.
Yes. With ticketing templates, you can define exactly what information is required for each type of incident, ensuring the right details are captured every time.
Most organizations are up and running within weeks, not months. Gfacility’s implementation is streamlined and comes with plenty of out-of-the-box configurations, so you can quickly tailor the system and start seeing value with minimal downtime.
Booking a meeting room shouldn’t feel like a project on its own. With Gfacility, you skip the email chains, avoid double bookings, and make sure every meeting has the right space, people, and setup - without the usual hassle.
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