June 23, 2026

Report facilities issues through URex chatbot

The change supports broader efforts to improve efficiency and user experience

Facilities is introducing a new digital-first service model designed to help the campus community report building issues more quickly and efficiently.

Launching in June, the updated service model will feature URex, a chatbot with live-agent support. The change reflects evolving user behaviour and a growing preference for online self-serve options.

Through the UCalgary support system, users can select service areas such as Finance, HR, IT and now also Facilities. They can chat with customer support.

How will this affect users?

Users will be able to quickly and efficiently ask questions, reducing the need to submit tickets and wait for a Customer Care support team member.
Existing online service request processes will remain available (ARCHIBUS and via myfacilities@ucalgary.ca), and users will still be able to access live support for more complex requests.

“We’re modernizing the way the campus community accesses Facilities support,” says Damian Goussis, facilities management operations and maintenance manager. “The goal is to create a more streamlined experience while still ensuring users can connect with a person when needed.”

Phone-based customer care will be discontinued. The updated experience is intended to improve accessibility and help users find answers more efficiently without needing to navigate multiple service channels.

Users with questions about the new support experience can contact Facilities at myfacilities@ucalgary.ca

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