Every request. The right shop.
The first time.
The intake and triage layer for facilities work orders — built for the people who report problems, the trades who fix them, and the teams accountable for the results.
What it is
Your facilities front door, with or without a CMMS
Facilities Help Desk can work as a standalone work order system, or sit in front of the CMMS you already use — Archibus, Maximo, or anything else. If you have a system you want to keep, nothing has to be replaced or migrated. If you don't have one, you don't need one.
The problem it solves
Tickets that start wrong stay wrong
Tenants are asked to classify problems using terminology they don't know, so they guess. Too often the request lands in the wrong place and simply sits there. And even when the work gets done, the ticket may never get closed.
What it does
Receives it. Routes it. Proves it closed.
People report the problem in plain language. Facilities Help Desk determines the right shop before the request is submitted, asks for clarification when something is unclear, and keeps the ticket open until the person who performed the work confirms it's done.
Fix the front door of facilities work.
Most work orders fail before anyone picks up a wrench. Facilities Help Desk takes requests in plain language, routes them to the right shop before they're submitted, and keeps the work visible through closeout. Use it on its own, or put it in front of the CMMS you already have.
The ticket was wrong before it ever reached a technician.
Ask someone to classify a problem in vocabulary they don't use and they'll guess. The wrong ticket doesn't get corrected — it just sits.
Tenants classify work they can't classify
A tenant doesn't know whether a wet floor is plumbing or general maintenance, or whether a labor agreement makes that distinction legally binding. They know the floor is wet.
Misrouted tickets don't bounce — they age
Once a request lands in the wrong queue, no one may be responsible for redirecting it. Without a true triage function, it sits. Eventually the person who submitted it stops trusting the system and starts calling someone instead.
The work gets done.The ticket never closes.
Your trades carry phones. If closing a job requires going back to a desktop, the work gets finished and the ticket stays open. Then every backlog, response-time, and performance metric you report is built on bad data.
One work order.The right view for everyone.
Everyone works from the same record, from the person reporting the problem to the technician doing the work to the manager accountable for the outcome. Each person sees what they need based on their role.
Built by people who ran the operation.Not by people who studied it.
Facilities Help Desk was built by the person who ran the operation it was built for.
Dr. Michelle Gundy
Founder
Michelle ran the front door of one of the largest public-building portfolios in the country. As chief of staff for facilities management and construction at a major city’s central services agency, she oversaw 1,400 professionals across 55 public buildings — and lived every failure this product exists to fix: requests classified wrong by the people filing them, tickets that sat because no one owned the reroute, work finished in the field and never closed, and reported numbers built on all of it.
She holds a doctorate in organizational change and leadership, with graduate and undergraduate degrees in communications, and has spent two decades as a researcher, consultant, and published writer on how public institutions actually change — including on interoperability between systems and on the practical limits of AI in public-sector operations. She is a veteran.
She founded Publica Systems to fix it.
- Ed.D., Organizational Change & Leadership
- 1,400 staff · 55 public buildings
- Veteran
Transparent by design.No black box between the request and the decision.
Every routing decision comes from rules your team can read and your cybersecurity reviewers can inspect. No model to interrogate, no training data to disclose, no external calls, and no data leaving your organization. Fewer unknowns for security teams, and a simpler system to review.
Auditable by design
Any routing decision can be reconstructed after the fact — which rule fired, and why. Every state change is signed with a name and a timestamp, and the history of every ticket remains intact.
Numbers that survive an audit
Every figure is computed from the event log. No stored counters to drift out of sync, and no way to produce a number that isn't traceable to the events that made it.
Built for a procurement review
Jurisdiction rules from your labor agreements live in the routing table where they can be read and updated. Required certifications are built into assignment, so work is never routed to someone no longer eligible to perform it. Every assignment carries a documented reason.
Frequently asked questions
Straight answers to what facilities directors, IT reviewers, and procurement ask us first.
Book a twenty-minute walkthrough.
Fill in the form and we'll set up a call. Send us a few of your own work orders that went wrong — misrouted, duplicated, or still sitting open — and we'll run them through the system while you watch. No slide deck. If it turns out intake isn't what's hurting you, we'll say so.