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Jobs into your helpdesk or CAFM

Most FM companies already run a helpdesk or a CAFM: IBM Maximo, eFACiLiTY, ServiceNow, TOPdesk, Facilio, Odoo, or an in-house system. Almost all of them can turn an e-mail into a ticket. PMFriend uses that: every new job can arrive in your system's mailbox as one e-mail, with a fixed reference, so the job exists in PMFriend and in your system without anyone typing it twice.

It works with any system that reads a mailbox. Nothing is installed on your side. If your IT team would rather receive structured data, or you run Microsoft Dynamics 365, see Webhook and status API and Connect Microsoft Dynamics 365.

How to set it up​

  1. Integrations are switched on per account, on request — they are off by default, for safety. Write to support@pmfriend.com and we switch them on for your account.
  2. In PMFriend, go to Settings → Integrations (agency admins only).
  3. Enter the mailbox your helpdesk or CAFM reads (for example helpdesk@yourcompany.com) and press Add mailbox.
  4. We send that mailbox a confirmation e-mail. If the mailbox is a helpdesk, it arrives as a ticket; whoever handles it opens the link and presses Yes, send jobs here.
  5. From then on every new job arrives there. Press Send a sample to see the format before a real job comes in, and give it to whoever writes your helpdesk rules.

Nothing is sent to a mailbox until someone at it confirms. That protects you (a typo can't send your jobs to a stranger) and everyone else.

What arrives​

One e-mail per job. The subject always starts with the job's reference:

[WO-1A2B3C4D] New job: AC not cooling in bedroom 2 — Tower 2, Apt 1204, West Bay

The body is a fixed list your system can read line by line:

New job from Corniche Property Management

Reference: WO-1A2B3C4D
Status: New, not yet dispatched
Property: Tower 2, Apt 1204, West Bay QA 63
Category: Heating / cooling
Urgency: Urgent
Job: AC not cooling in bedroom 2
Resident: Ahmed K. · +974 5555 0101
Access: The contractor arranges a time with the resident
Contractor: Doha Cooling Services
Visit: Tue 13 Oct 2026, 10:00 (Asia/Qatar)
Created: Wed 7 Oct 2026, 10:00 (Asia/Qatar)

Resident's message:
  The AC in the second bedroom blows warm air since yesterday.

Open in PMFriend: https://app.pmfriend.com/maintenance?select=…

--
PMFriend-Reference: WO-1A2B3C4D
PMFriend-Work-Order-Id: 1a2b3c4d-…
PMFriend-Event: work_order.created

Lines that don't apply yet (no contractor, no visit booked) are left out. Times are in the property's local time. The labels and their order don't change; if we add a line, it is added, never renamed. There is also a formatted HTML version for people reading the mailbox.

The e-mail includes the resident's name and phone, because your helpdesk usually has to book the visit. Only add a mailbox your own company runs.

New jobs only, or every change​

By default the mailbox receives new jobs only, one e-mail per job, which is what most helpdesks turn into exactly one ticket.

Tick Also send every status change if your system can match updates to the ticket by the [WO-…] reference (most can, with a rule). You then also get an e-mail when the job is sent to the contractor, the visit is booked, the work is done, it is closed or cancelled, with the old and new status at the top. Without such a rule, each update would open a new ticket, so leave it off.

Seeing what was sent​

The Recently sent list under the mailbox shows each e-mail: when, which job (by reference), and whether it went out. If our mail provider is briefly unavailable, PMFriend tries again: after 1 minute, 5 minutes, 30 minutes, 2 hours and 6 hours. If an address bounces for good, sending stops and the reason is shown.

You can pause a mailbox (nothing is sent while paused), switch between new jobs and every change, or remove it. Removing it doesn't touch tickets already in your helpdesk.

Limits​

  • Up to 5 mailboxes per account.
  • At most 500 e-mails a day to one mailbox. A loop in someone's helpdesk rules can't turn into a mail storm.
  • The delivery list keeps the last 30 days.
  • Integrations are off until we switch them on for your account, and always off on the public sandbox on our website (it is shared by every visitor). Switching them off stops everything at once; your settings stay, so switching on again resumes them.

Status back into PMFriend​

The mailbox route puts jobs into your system. To bring your system's progress back (the technician closes the job in your CAFM, and PMFriend asks the resident "fixed or not?"), your IT team uses the status call, which comes with a webhook. For Microsoft Dynamics 365 that is two Power Automate flows: Connect Microsoft Dynamics 365.

A direct connector to one specific system (Yardi, Maximo, SAP…) is a separate project we scope with you.

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