{"id":344841,"date":"2023-05-30T13:47:10","date_gmt":"2023-05-30T13:47:10","guid":{"rendered":"https:\/\/prewebs.pandorafms.com\/itsm\/gestion-de-incidencias\/"},"modified":"2025-01-22T10:11:25","modified_gmt":"2025-01-22T10:11:25","slug":"help-desk-software","status":"publish","type":"page","link":"https:\/\/pandorafms.com\/en\/itsm\/help-desk-software\/","title":{"rendered":"ITSM Help Desk Software"},"content":{"rendered":"

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Customer request and incident management<\/h1>\n

[\/et_pb_text][et_pb_text _builder_version=”4.21.0″ _module_preset=”default” width=”96%” width_tablet=”” width_phone=”” width_last_edited=”on|desktop” module_alignment=”left” custom_margin=”20px||0px||false|false” custom_padding=”0px||0px||true|false” locked=”off” global_colors_info=”{}”]<\/p>\n

Powerful and Flexible Helpdesk for support and customer service teams, aligned with ITIL processes.<\/p>\n

[\/et_pb_text][et_pb_text _builder_version=”4.21.0″ _module_preset=”default” width_last_edited=”off|desktop” max_width=”85%” module_alignment=”left” custom_margin=”20px||40px||false|false” custom_padding=”0px||0px||true|false” locked=”off” global_colors_info=”{}”]<\/p>\n

Everything integrated with Projects, CRM, Inventory, Wiki and Time Management.<\/p>\n

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[\/et_pb_code][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ custom_padding_last_edited=”off|desktop” admin_label=”ticketing helpdesk” module_id=”TicketingHelpdesk” _builder_version=”4.21.0″ background_color=”#ffffff” parallax=”on” parallax_method=”off” custom_margin=”0px||0px||false|false” custom_padding=”80px||80px||false|false” custom_padding_tablet=”50px|0|50px|0″ custom_css_main_element=”padding: 20px;” border_width_bottom=”1px” border_color_bottom=”#eaeaea” transparent_background=”off” make_fullwidth=”off” use_custom_width=”off” width_unit=”on” locked=”off” global_colors_info=”{}”][et_pb_row use_custom_gutter=”on” gutter_width=”2″ _builder_version=”4.16″ _module_preset=”default” width_tablet=”100%” width_phone=”” width_last_edited=”on|phone” max_width_tablet=”100%” max_width_phone=”” max_width_last_edited=”on|tablet” custom_margin=”0px||0px||false|false” custom_padding=”0px||0px||false|false” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_text content_tablet=”<\/p>\n

Ticketing Helpdesk<\/h2>\n

” content_phone=”<\/p>\n

Ticketing Helpdesk<\/h2>\n

” content_last_edited=”on|phone” admin_label=”Text” _builder_version=”4.21.0″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” text_orientation=”center” max_width_tablet=”87%” max_width_phone=”100%” max_width_last_edited=”on|tablet” module_alignment=”center” custom_margin=”0px||0px||false|false” custom_padding=”0px||0px||false|false” use_border_color=”off” border_color=”#ffffff” border_style=”solid” global_colors_info=”{}”]<\/p>\n

Ticketing Helpdesk<\/h2>\n

[\/et_pb_text][et_pb_code raw_content_tablet=”<\/p>\n

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Organize<\/div>\n
\u2192<\/div>\n
Manage<\/div>\n
\u2192<\/div>\n
Automate<\/div>\n
\u2192<\/div>\n
Customize<\/div>\n
\u2192<\/div>\n
Report<\/div>\n<\/div>\n

” raw_content_phone=”<\/p>\n

\n
Organize<\/div>\n
Manage<\/div>\n
Automate<\/div>\n
Customize<\/div>\n
Report<\/div>\n<\/div>\n

” raw_content_last_edited=”on|phone” _builder_version=”4.22.0″ _module_preset=”default” module_alignment=”center” custom_margin=”0px||50px||false|false” custom_margin_tablet=”0px||20px||false|false” custom_margin_phone=”||0px||false|false” custom_margin_last_edited=”on|tablet” custom_padding=”0px||0px||true|false” hover_enabled=”0″ locked=”off” global_colors_info=”{}” sticky_enabled=”0″]<\/p>\n

<\/p>\n
Organize<\/div>\n
\u2192<\/div>\n

<\/p>\n

Manage<\/div>\n
\u2192<\/div>\n

<\/p>\n

Automate<\/div>\n
\u2192<\/div>\n

<\/p>\n

Customize<\/div>\n
\u2192<\/div>\n

<\/p>\n

Report<\/div>\n

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[\/et_pb_code][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”1_2,1_2″ use_custom_gutter=”on” gutter_width=”1″ _builder_version=”4.16″ _module_preset=”default” background_color=”#ededed” width=”100%” max_width=”100%” module_alignment=”center” custom_padding=”0px|0px|0px|0px|true|true” border_radii=”off||||” global_colors_info=”{}”][et_pb_column type=”1_2″ _builder_version=”4.16″ _module_preset=”default” background_color=”#FFFFFF” custom_padding=”30px|0px|30px|8%|false|false” custom_padding_tablet=”30px|0px|30px|0%|false|false” custom_padding_phone=”” custom_padding_last_edited=”on|phone” global_colors_info=”{}”][et_pb_text admin_label=”Text” _builder_version=”4.21.0″ background_color=”RGBA(0,0,0,0)” background_size=”initial” background_position=”top_left” background_repeat=”repeat” text_orientation=”center” width=”80%” width_tablet=”” width_phone=”100%” width_last_edited=”on|phone” module_alignment=”center” custom_margin=”0px||0px||false|false” custom_padding=”30px|30px|20px|30px|false|true” custom_padding_tablet=”|40px||40px|false|true” custom_padding_phone=”|0px||0px|false|true” custom_padding_last_edited=”on|tablet” border_radii=”on|10px|10px|10px|10px” border_radii_tablet=”off|0px||10px|10px” border_radii_phone=”” border_radii_last_edited=”on|tablet” use_border_color=”off” border_color=”#ffffff” border_style=”solid” global_colors_info=”{}”]<\/p>\n

Ticket sorting<\/h3>\n

Forget about chaos and control all your support requests.<\/p>\n

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Assignment: <\/strong>Use workflows to automatically assign your tickets.<\/p>\n

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Operations in bulk: <\/strong>Mass approach tickets to get rid of repetitive tasks.<\/p>\n

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Categorization: <\/strong>Create ticket groups for faster and more effective search.<\/p>\n

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Custom flows: <\/strong>Define custom rules that will be applied in ticket management.<\/p>\n

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Ticket types: <\/strong>Create tickets with custom fields for different groups, you may add specific work parts.<\/p>\n

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Advanced search: <\/strong>Search full-text or use the multiple options of advanced and custom filters to sort and better see customer issues.<\/p>\n

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Ticket Management<\/h2>\n

It makes teamwork easier to offer the best support experience to your customers.<\/p>\n

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Public or private: <\/strong>Note types ensure that agents never make a mistake. Public notes are sent to clients, private ones are registered for internal use.<\/p>\n

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Time control: <\/strong>Measure your team\u2019s task time and record data for more complete and detailed reports.<\/p>\n

[\/et_pb_blurb][et_pb_blurb image=”https:\/\/pandorafms.com\/wp-content\/uploads\/2023\/06\/historial-b.png” alt=”historial” icon_placement=”left” _builder_version=”4.21.0″ _module_preset=”default” module_alignment=”left” custom_margin=”30px||0px||false|false” custom_padding=”0px|0px|0px|0px|false|false” custom_padding_tablet=”10px|0px|10px|0px|false|false” custom_padding_phone=”|10px||10px|false|true” custom_padding_last_edited=”on|tablet” image_max_width=”50px” global_colors_info=”{}”]<\/p>\n

Unified history: <\/strong>Check out the complete history in a single page with each update and change recorded, creating a perfect event record.<\/p>\n

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Cost control: <\/strong>Agents can record time notes for billing purposes, which then associate tickets to an ongoing project and control their costs as well.<\/p>\n

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Ticketing Helpdesk<\/p>\n

Automate your Helpdesk software<\/h3>\n

Automation and notifications of routine tasks through powerful workflows.<\/p>\n

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Workflows <\/strong>
Automate your workflow using tickets with criteria rules. The system will act automatically according to different conditions.<\/p>\n

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SLA and scaling<\/strong>
Define office hours, create multiple SLAs, and multi-level scaling rules to deliver fast response and resolution to your customers.<\/p>\n

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Automatic functions<\/strong>
Automate multiple ticket operations (change of status, department, priority, and other ticket properties).<\/p>\n

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Notifications<\/strong>
Create alert rules based on events and criteria related to requests, and receive notifications in your email account.<\/p>\n

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Ticketing Helpdesk<\/p>\n

Helpdesk Reports<\/h3>\n

Optimize your team and improve customer satisfaction with our customized reports!<\/p>\n

[\/et_pb_text][et_pb_text _builder_version=”4.21.0″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n

Our custom templates will help you better plan your reports. Carry out saved searches or manual searches for detailed reports. Visualize general statistics, statistics by teams and by people to achieve effective team management.
Find out how our custom reports can improve your team and customer satisfaction!<\/p>\n

[\/et_pb_text][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.16″ _module_preset=”default” custom_padding=”0px|0px|0px|0px|false|false” global_colors_info=”{}”][et_pb_image src=”https:\/\/pandorafms.com\/wp-content\/uploads\/2023\/06\/graficos-informes-en.png” alt=”graficos-informes-en” title_text=”graficos-informes-en” align=”center” _builder_version=”4.21.0″ _module_preset=”default” width=”70%” width_tablet=”” width_phone=”80%” width_last_edited=”on|phone” max_width_tablet=”400px” max_width_phone=”” max_width_last_edited=”on|tablet” module_alignment=”right” custom_margin_tablet=”||30px||false|false” custom_margin_phone=”0px||40px||false|false” custom_margin_last_edited=”on|phone” module_alignment_tablet=”center” module_alignment_phone=”” module_alignment_last_edited=”on|tablet” global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][\/et_pb_row][et_pb_row disabled_on=”on|off|off” _builder_version=”4.16″ _module_preset=”default” background_color=”#eaeaea” width_tablet=”90%” width_phone=”” width_last_edited=”on|tablet” max_width_tablet=”100%” max_width_phone=”” max_width_last_edited=”on|tablet” custom_margin=”30px||0px||false|false” custom_padding=”20px|20px|20px|20px|true|false” border_radii=”on|10px|10px|10px|10px” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_tabs active_tab_background_color=”#FFFFFF” inactive_tab_background_color=”RGBA(0,0,0,0)” active_tab_text_color=”#1d7973″ _builder_version=”4.21.0″ _module_preset=”default” tab_text_color=”#000000″ body_text_color=”#444444″ body_font_size=”1.2em” tab_font=”||||||||” background_color=”#FFFFFF” custom_margin=”0px|0px|0px|0px|false|false” custom_padding=”0px|0px|0px|0px|false|false” custom_css_main_element=”display:flex; flex-direction:row;||.et_pb_all_tabs {|| padding: 25px 40px!important;||}” custom_css_tabs_controls=”width:700px;margin-right:30px;” custom_css_tab=”padding:5px 0px;width:100%;border:none;border-radius:10px;margin:5px;font-family: Pandora-Light!important;” custom_css_active_tab=”font-weight:700!important;” border_width_all=”0px” border_color_all=”RGBA(0,0,0,0)” border_style_all=”none” global_colors_info=”{}” custom_css_tab_last_edited=”on|tablet” custom_css_tab_tablet=”padding:2px 0px;width:100%;border:none;border-radius:10px;margin:5px;” custom_css_tab_phone=”padding:2px 0px;width:100%;border:none;border-radius:10px;margin:5px;”][et_pb_tab title=”Support report” content_tablet=”<\/p>\n

Integria offers you custom ticket search. <\/span>Discover the power of high-level reporting with our in-depth reporting feature. With more than thirty different filters, you will show dozens of graphs, summaries, listings and parameters in a single PDF report and sort them by customers, groups of customers, status, etc.
If you are looking for general statistics and some Top-N in table format, as well as trend charts, this report offers you all these resources.<\/p>\n

” content_phone=”” content_last_edited=”on|desktop” _builder_version=”4.21.0″ _module_preset=”default” body_text_align=”left” background_color=”RGBA(0,0,0,0)” background_enable_color=”on” custom_padding=”0px|0px|0px|0px|false|false” global_colors_info=”{}”]<\/p>\n

Pandora ITSM offers you custom ticket search. <\/span>Discover the power of high-level reporting with our in-depth reporting feature. With more than thirty different filters, you will show dozens of graphs, summaries, listings and parameters in a single PDF report and sort them by customers, groups of customers, status, etc.
If you are looking for general statistics and some Top-N in table format, as well as trend charts, this report offers you all these resources.<\/p>\n

[\/et_pb_tab][et_pb_tab title=”Detailed ticket report” content_tablet=”<\/p>\n

Our product’s support ticket report will help you get all the details you need to manage your support tickets!
\nFrom general data to ticket history to SLA history and general metrics,<\/span> our support ticket report gives you all the information you need to make the best ticket management decisions.<\/p>\n

” content_phone=”” content_last_edited=”on|tablet” _builder_version=”4.16″ _module_preset=”default” background_color=”RGBA(0,0,0,0)” background_enable_color=”on” custom_padding=”0px|0px|0px|0px|false|false” global_colors_info=”{}”]<\/p>\n

Our product’s support ticket report will help you get all the details you need to manage your support tickets!
\nFrom general data to ticket history to SLA history and general metrics,<\/span> our support ticket report gives you all the information you need to make the best ticket management decisions.<\/p>\n

[\/et_pb_tab][et_pb_tab title=”Resolution report” content_tablet=”<\/p>\n

Identify the impact of closed tickets on your company! With this technical report, you will be able to know the time spent, the dead breaks, the people involved and the customer satisfaction in resolving their tickets.
\n\u00a1Improve your performance and optimize your processes with our tool!<\/span><\/p>\n

” content_phone=”” content_last_edited=”on|desktop” _builder_version=”4.16″ _module_preset=”default” background_color=”RGBA(0,0,0,0)” background_enable_color=”on” custom_padding=”0px|0px|0px|0px|false|false” global_colors_info=”{}”]<\/p>\n

Identify the impact of closed tickets on your company! With this technical report, you will be able to know the time spent, the dead breaks, the people involved and the customer satisfaction in resolving their tickets.
\nImprove your performance and optimize your processes with our tool!<\/span><\/p>\n

[\/et_pb_tab][et_pb_tab title=”Report by ticket type” content_tablet=”<\/p>\n

Now you can keep a tight control of your business tickets with our report in list format!
Group tickets by company, control the number of tickets by type and set the time interval for accurate results. And all this with our customized search filters. Don’t wait any longer to have total control of your business tickets!<\/span><\/p>\n

” content_phone=”” content_last_edited=”on|desktop” _builder_version=”4.16″ _module_preset=”default” background_color=”RGBA(0,0,0,0)” background_enable_color=”on” custom_padding=”0px|0px|0px|0px|false|false” global_colors_info=”{}”]<\/p>\n

Now you can keep a tight control of your business tickets with our report in list format!
Group tickets by company, control the number of tickets by type and set the time interval for accurate results. And all this with our customized search filters.\u00a0Don’t wait any longer to have total control of your business tickets!<\/span><\/p>\n

[\/et_pb_tab][et_pb_tab title=”Agent report” content_tablet=”<\/p>\n

Eliminate uncertainty and improve the support you offer to your customers with our specific report to monitor quality!
\n This report will show you metrics for each operator, such as time spent, average ticket resolution time, positive customer feedback and total tickets (filtered by company and time window).
\nAccess the information you need to improve your service and keep your customers happy!<\/span><\/p>\n

” content_phone=”” content_last_edited=”on|tablet” _builder_version=”4.16″ _module_preset=”default” background_color=”RGBA(0,0,0,0)” background_enable_color=”on” custom_padding=”0px|0px|0px|0px|false|false” global_colors_info=”{}”]<\/p>\n

Eliminate uncertainty and improve the support you offer to your customers with our specific report to monitor quality!
This report will show you metrics for each operator, such as time spent, average ticket resolution time, positive customer feedback and total tickets (filtered by company and time window).
Access the information you need to improve your service and keep your customers happy!<\/span><\/p>\n

[\/et_pb_tab][et_pb_tab title=”Customer incident reports” content_tablet=”<\/p>\n

Do you want to see exactly how many open or closed incidents you have? Our tool offers you the facility to filter this information by user, year and month.
\nDon’t waste time searching manually!<\/span>
\nTry our solution to make it easy and simple for you to keep track of all your incidents.<\/p>\n

” content_phone=”” content_last_edited=”on|tablet” _builder_version=”4.16″ _module_preset=”default” background_color=”RGBA(0,0,0,0)” background_enable_color=”on” custom_padding=”0px|0px|0px|0px|false|false” global_colors_info=”{}”]<\/p>\n

Do you want to see exactly how many open or closed incidents you have? Our tool offers you the facility to filter this information by user, year and month.
\nDon’t waste time searching manually!<\/span>
\nTry our solution to make it easy and simple for you to keep track of all your incidents.<\/p>\n

[\/et_pb_tab][\/et_pb_tabs][\/et_pb_column][\/et_pb_row][et_pb_row disabled_on=”off|on|on” _builder_version=”4.16″ _module_preset=”default” width=”95%” max_width=”100%” custom_margin=”40px||0px||false|false” custom_padding=”0px||0px||false|false” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ _module_preset=”default” custom_padding=”0px|0px|0px|0px|false|false” global_colors_info=”{}”][et_pb_code _builder_version=”4.21.0″ _module_preset=”default” custom_margin=”0px||0px||false|false” custom_padding=”0px|0px|0px|0px|false|false” locked=”off” global_colors_info=”{}”]<\/p>\n