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Pandora ITSMPandora FMS

Powerful and Flexible Helpdesk for support and customer service teams, aligned with ITIL processes. Manage tickets easily and measure services both internally and externally. Set SLAs, measuring each client’s incidences individually. Improve customer and employee satisfaction, working productively and efficiently.

Vendor

Vendor

Pandora FMS

Company Website

Company Website

Product details

Pandora ITSM is a powerful and flexible IT service management platform designed to streamline support and customer service operations. Aligned with ITIL processes, it enables organizations to manage tickets, projects, time, inventory, and customer relationships from a unified interface. Available in both cloud and on-premise formats, Pandora ITSM adapts to the unique needs of each organization, enhancing productivity and customer satisfaction.

Features

  • Help Desk
    • External users can create tickets via email or portal.
    • Automatic user creation and ticket routing.
    • Integrated customer satisfaction system.
  • Project Management
    • Create and manage IT projects with resource allocation.
    • Integrate projects with requests and changes.
    • Optimize telework with continuous monitoring.
  • Time Management
    • Employees can log work hours via browser or app.
    • Ideal for remote work and workforce tracking.
  • Inventory Control
    • Track configuration items and their relationships.
    • Maintain incident history and automate asset processes.
  • Integrated CRM
    • Manage clients, contacts, contracts, and invoices.
    • Organize teams without external tools or added costs.
  • Custom Integrations & Plugins
    • Support for Slack, SMS, Telegram, and more.
    • Custom workflows, dashboards, and SLA management.
    • Multitenant architecture with role-based access.
  • Cloud & On-Premise Licensing
    • Flexible deployment options to suit any organization.
  • Advanced Knowledge Management
    • Integrated Wiki for secure sharing of passwords, access controls, and documentation.
  • AI-Powered Chatbot
    • Natural language chatbot that learns from resolved cases.
    • Integrated into web environments for seamless support.
  • Software Distribution
    • Centralized and secure software package deployment.

Benefits

  • All-in-One Platform: Combines helpdesk, CRM, project management, and inventory in one tool.
  • ITIL-Aligned: Ensures best practices in service management.
  • Customizable: Tailored workflows, dashboards, and SLA tracking.
  • Scalable: Suitable for small to large enterprises with multitenant support.
  • AI Integration: Enhances support efficiency with intelligent chatbot.
  • Improved Satisfaction: Boosts customer and employee experience.
  • Operational Efficiency: Automates processes and centralizes control.
  • Secure & Reliable: Offers secure knowledge sharing and software distribution.