Service Desk (ITSM) Software - User Manual

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Comodo One MSP
Software Version 3.1
Service Desk
Staff Guide
Guide Version 3.5.053116
Comodo Security Solutions
1255 Broad Street
Clifton, NJ 07013

C1 - Service Desk - Staff Guide
Table of Contents
1 Introduction to Service Desk Module.....................................................................................................................3
1.1 Quick Start........................................................................................................................................................6
1.2 Logging-in to the Service Desk Module.......................................................................................................19
2 Service Desk Staff Panel........................................................................................................................................20
2.1 Staff Panel Dashboard...................................................................................................................................22
2.1.1 Viewing the Dashboard and Exporting Reports.................................................................................23
2.1.2 Viewing Staff Members.........................................................................................................................26
2.1.3 My Profile...............................................................................................................................................27
2.2 Managing Users and Organizations.............................................................................................................29
2.2.1 Managing Users.....................................................................................................................................29
2.2.2 Managing Organizations.......................................................................................................................52
2.3 Managing Tickets...........................................................................................................................................66
2.3.1 Ticket Details.........................................................................................................................................71
2.4 Managing Knowledgebase..........................................................................................................................100
2.4.1 FAQs.....................................................................................................................................................101
2.4.2 Managing Categories..........................................................................................................................110
2.4.3 Canned Responses.............................................................................................................................116
2.5 Managing Projects.......................................................................................................................................122
2.6 Managing Staff Time Sheets.......................................................................................................................132
About Comodo..........................................................................................................................................................142
C1 – Service Desk - Staff Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved. 2

1 Introduction to Service Desk Module
Comodo Service Desk is a fully featured ticket management system which allows enterprises to implement strong
and effective work-flows for internal and customer-facing support departments. The support ticketing management
system allows help desk staff to keep track of tickets raised by users, attend to them, reassign them to appropriate
department or organizations, generate reports and more.
The Staff Panel allows the support personnel to view and manage tickets, generate reports, add new users, add and
edit organizations, reassign tickets and more.

Key Features:

• Dashboard – At-a-glance overview of ticket activity over time. The charts and tables on the dashboard
allow you to quickly view the overall status of your operation. The dashboard also provides a starting point
from which you can deep-dive into more detailed areas.
• Customer Web Portal – No account registration is required for users to submit tickets. Service Desk allows
end-users to view their ticket thread by logging in with their email address and ticket number.
• Ticket Creation – Allows users to raise tickets in multiple ways – via email, over phone to staff members
and web portal as a guest or as a registered user.
• Service Level Agreements (SLA) – Easily define service level agreements and configure ticket due dates
and warnings to match.
• Help Topics - Automates the process of ticket allocation to specified department for faster response.
Configurable in the web portal, help topics when combined with custom forms can be used to gather more
information from users to assign tickets to related department. Help Topics can be configured with a basic
workflow, allowing automated re-assignment of tickets to different departments/staff at successive stages,
with different SLAs.
• Custom Forms and Fields – Create custom forms designed to gather the precise data your support
department needs from end-users in order to solve an issue. Configurable lists can be added to custom
forms to make selections more issue specific. Custom Forms and Fields used in help topics for web tickets
can be used to automate the process of ticket assignment to correct department and staff member to cut
down response time.
• Ticket Filters – Ticket filter rules which ensure tickets matching certain criteria are assigned to specific
departments/staff members or have default actions applied to them. Ticket filter actions include reject ticket,
auto-assign, canned response and more.
• Ticket Assignment and Transfer – Tickets can easily be reassigned to different departments and staff
members as required. Internal logs are created to to keep track of ticket transfers.
• Auto-Responder – Configure automatic replies sent to user for new ticket creation. Personalize the auto-
responders by inserting variables such as first name and more.
• Knowledgebase – Post solutions to frequently asked questions (FAQs) and create articles to solve
problems. Knowledgebase items can be internal or publicly viewable and can help with ticket resolution
times and can reduce the number of tickets submitted. Resolved tickets also can be posted in
Knowledgebase and linked with help topics.
• Projects - Staff members can create Gannt charts to plan and track progress on company projects.
Individual tasks and sub-tasks can be assigned completion percentages, time spent and billable time.
Service desk tickets can also be bound to any task, meaning any updates in the ticket regarding
completion, time-spent and billable time will be dynamically reflected in the parent task.
• Time Sheets - Time sheets allows administrators to evaluate the performance of the staff and track their
working hours. Staff Members can create and submit time sheets in the 'My Time Sheets' interface of the
staff panel. Admins can review and approve time sheets in the admin interface by clicking 'Staff > Time
Sheets'.
Guide Structure
This guide is intended to take you through the configuration and use of C1 – Service Desk and is broken down into
the following main sections.
• Introduction to Service Desk Module
• Quick Start
• Logging-in to the Service Desk Module
• Service Desk Staff Panel
• Staff Panel Dashboard
• Managing Users and Organizations
• Managing Tickets

• Managing Knowledgebase
• Managing Projects
• Managing Staff Time Sheets
1.1 Quick Start
This tutorial explains how staff members can add end users who needs support, create organizations, create help
topics, add support content such as for FAQs and Knowledge Base articles and manage their time sheets.
• Step 1 - Login to the Admin Console
• Step 2 - Enroll Users
• Step 3 - Assign Users to Organizations
• Step 4 - Manage Tickets
• Step 5 - Manage Knowledgebase
• Step 6 - Manage Your Time Sheets
Step 1 – Login to the Admin Console
To access the Service Desk Module, login to C1 with your user name and password at
https://one.comodo.com/app/login
• Once logged-in, place your mouse over the left-menu and click 'Licensed Applications'
• Click on 'Service Desk' to open the application
Step 2 – Enroll Users
New users can create accounts then submit tickets at the client portal URL (e.g.
https://coyote.servicedesk.comodo.com). Staff members can also manually enroll new users individually or in bulk
from the service desk console. All users, whether self-enrolled or manually enrolled, can be added to organizations
as explained in step 3.

Service Desk allows you to add new users manually or by bulk import.
To add users manually
• Click the 'Add User' link
• Fill up the form and click the 'Add User' button.
The new user will be created and the status will be displayed as 'Guest'.
• To upgrade to full user account, click the 'Register' button.

• Review the form details then click the 'Create Account' button. The status of the account will change to
'Locked (Pending Activation)'.
• An email will be sent to the user with an account activation link. The account activation page allows them to
review their information and set a username and password:

After updating their profile, the status of the user account will change to 'Active (Registered)'.
You can also import users from a CSV file by clicking the 'Import' button. The process of enrolling users will be same
as explained above. Refer to the section 'Managing Users and Organizations' for more details.
Step 3 – Assign Users to Organizations
In Service Desk, an 'organization' is a client entity, usually a company or business from whom you will accept tickets.
You can assign users to organizations from the 'User Directory' interface. Organizations are added to service desk in
two ways:
• Through Comodo One Interface – MSP Administrators can add new organizations through the C1
interface. These Organizations fully managed, meaning they will available for selection in all integrated
modules (Service Desk, RMM, Patch Management and ITSM)
• Through Service Desk – Administrators and staff members can add Organizations that require Service
Desk service alone, through the Service Desk interface. These organizations will be visible only in the
service desk module and not in the C1 interface or available in other modules. These are created for ticket

management purposes alone. You can create an organization in Service Desk by clicking 'Users' >
'Organizations' > 'Add New Organization' from the Staff panel.
You can also create a new organization directly from a user's detail screen.
To assign users to an organization
• Click the 'Users' tab > 'User Directory' link.
The list of users will be displayed.
• Click on the user name that you want to assign an organization
In the user details interface, click the link 'Add Organization'
In the 'Organization for <user name>' screen, search for the organization in the search field.
You can assign the user to an existing organization, or create a new Organization and add the user to it.

• To add the user to an existing Organization, type the first few letters of the Organization name in the search
field. After choosing an Organization, following confirmation dialog will appear:
• Click 'Continue'.
The user will be added to the organization and will be displayed in the 'User Details' screen.
• To add a new organization, enter the details of the organization under 'Create New Organization: Details on
User organization'.

Refer to the sections 'Managing Companies' and 'Managing Organizations' for more details about the details to
be entered on adding a new organization.
• Click 'Add Organization'
The new Organization will be added to Service Desk and the user will be added to the new organization.
To add a new organization from Service Desk
• Click the 'Users' tab and choose 'Organizations'
• Click the 'Add New Organization' link at the top right
The 'Add New Organization' screen will be displayed:

• Name: Enter the name of the organization.
• Web Domain: Enter the registered domain name for the organization.
• Month Fee: The monthly charges billable to the organization for attending to tickets raised by users in that
organization.
• Address: The address of the organization.
• Phone: The contact number of the organization.
• Website: The URL of the organization's website.
• Internal Notes: Enter any notes regarding the organization.
After completing the form, click the 'Add Organization' button to add the organization to Service Desk. Staff members
can now configure its settings, users and billing rates. Refer to the section 'Managing Organizations' for more
details.
Step 4 – Manage Tickets
Tickets that are sent by users can be viewed and managed under the 'Tickets' tab.

At the top of the screen, the status of the tickets are displayed. Clicking on a ticket number will open the ticket
summary interface. From here you can assign it to a staff member, reassign, delete and more. For details about how
to manage tickets, refer to the section 'Managing Tickets'.
Step 5– Manage Knowledgebase
The 'Knowledgebase' feature allows staff members to upload solutions for some commonly encountered problems
by the users. By referring to the material, the users if possible can attend to the problem themselves instead of
raising a ticket. This will reduce the down time of the system as well as the cost for attending to the ticket.
After the 'FAQs' are created, these will be displayed in the web interface that the users will be using to create tickets.
To know more about creating FAQs, refer to the section 'Managing Knowledgebase'.
Step 6 - Manage Your Time Sheets
Staff members can maintain time sheets for administrators to evaluate their performance and track their working
hours. Time sheets can be created and updated by importing tasks from the tickets and manually entering the time
spent for other miscellaneous tasks. Completed time sheets can be submitted to the administrators for approval.
To create a time sheet
• Click the 'My Time Sheets' tab to open the Time Sheets interface.
• Click the 'New Time Sheet' link

• Select the period for which the time sheet has to be created from the 'Period' drop-down. The available
options are:
• Weekly - Allows you to select current week or any previous/forth coming week starting from
Sunday to Saturday, by clicking the clicking the calendar icon beside it.
• First Half of Month - Allows you to include the first fortnight of the current month or any previous
month
• Second Half of Month - Allows you to include the second fortnight of the current month or any
previous month.
• Monthly - Allows you to include a full month from 1st to 30th/31st of the current month or any
previous month.
• Select the date range to be covered by the selected period by clicking the calendar icon
• Click 'Done' after selecting the date range

• Click 'Continue' in the Set Time Sheet's Period dialog.
A new sheet will be added for the date range under 'Not Submitted' category.
To update a time sheet
• Click on the time sheet to be updated, from the 'Time Sheets' interface
The screen for updating the time sheet will open, displaying each activity in a line, total time spent on it and time
spent on them on each day in the time period covered by the time sheet. The screen displays the first week, within
the period by default. To view the details on the previous or next weeks, use the 'Previous Week' and 'Next Week'
links at the top.
• To import the tickets you worked on and time spent, within the time period, click he 'Update Ticket's Data'
button.

• Click 'OK' in the confirmation dialog
The tickets numbers and time spent by you on the days that fall within the period covered by the time sheet, will be
automatically fetched from the server and populated for respective days in the time sheet. You can repeat this
process repeatedly within the time period to update the sheet with latest details.
• Click 'Save' for your changes to take effect
• To manually add an activity, click 'Add New Line'

The 'Time Sheet Entry' dialog will appear.
• Enter the name of the Activity in the Activity field
• Enter the time spent on the activity on a day, by clicking inside the field at the right of the day and
selecting the hours, minutes and seconds from respective sliders.
• Click 'Done'.
• Repeat adding the time for each day you worked on the same activity

• Click 'OK' in the 'Time Sheet Entry' dialog.
The activity will be added to the list.
You can update the activity at any time by clicking on it.
• To remove an activity, click the trash can icon beside it.
• To submit the sheet for administrator approval, click the 'Submit' button from the top
1.2 Logging-in to the Service Desk Module
To access the Service Desk Module, login to C1 with your user name and password at
https://one.comodo.com/app/login

• Once logged-in, hover your mouse over the left-menu and click 'Licensed Applications'
• Click on 'Service Desk' under 'Licensed Applications'.
2 Service Desk Staff Panel
The Staff Panel is the control center for Staff Members (Agents) and allows them to manage assigned tickets, create
new users, edit organizations, manage knowledge-base items, manage projects and update their time sheets. Staff
Members are enrolled into the Service Desk by administrators and their privileges depends on the permissions
configured for them in the Admin Panel. Staff Members that are granted admin permissions can also access the
Admin Panel.

Once logged-in, a staff member can navigate to different areas of the console by clicking the tabs at the top of the
interface. The tool tip available in most of the features provides guidance about using them.
Main Functional Areas
• Dashboard - Allows a staff member to view a graphical summary of ticket activity, such as assigned and
closed tickets. The dashboard provides statistics of tickets by department, help topic, staff member, source
and priority. Refer to the section 'Staff Panel Dashboard' for more details.
• Users - Enables a staff member to add/import users and edit organizations. The section also allows staff
members to assign users to organizations so as to keep track of billing details. Refer to the section
Managing Users and Organizations for more details.
• Tickets - Allows staff members to manage tickets created by users as well as by staff members on behalf of
users. Open tickets that are unassigned can be claimed by staff members depending on the allowed
settings. The section also provides ticket details such as tickets that are open, closed, overdue and paused.
Refer to the section Managing Tickets for more details.
• Knowledgebase - Allows staff members to create FAQs that can be configured to be displayed on the
users' web portal on selection of a help topic. The section also allows staff to add canned responses that
can be used by staff members when responding to a ticket. Refer to the section Managing
Knowledgebase for more details.
• Projects - Allows staff members to create projects by integrating tasks and tickets in hierarchical structure
and manage their progress. Refer to the section Managing Projects for more details.
• My Time Sheets - Allows staff members to create and update their time sheets for different time periods
and submit them to administrators for approval. The time sheets allows administrators to evaluate the
performance of the staff members and track their working hours. Refer to the section for Managing Staff
Time Sheets more details.
Selected interfaces display a tool tip button beside the features. Clicking on this button will display the
summarized help content regarding the feature. To close the help screen, click the button at the top right.
2.1 Staff Panel Dashboard
The Staff Panel dashboard contains three tabs:
• Dashboard - Provides a graphical summary of ticket activities and related statistics.
• Staff Directory - Displays the names of staff enrolled into Service Desk.
• My Profile - Allows the currently logged-in staff member to configure settings such as time zone, preferred
language and more.

The following section explain more about:
• Viewing the Dashboard and Exporting Reports
• Viewing Staff Members
• My Profile
2.1.1 Viewing the Dashboard and Exporting Reports
The Staff Dashboard displays a graphical summary of current tickets and queue statuses for all clients. Staff
members can specify the start time and the period for which the graph and statistics should be displayed.
• To view the Staff Dashboard, click the 'Dashboard' tab in the Staff Panel.

Ticket Activity
The top portion of this section displays the total quantity of open tickets in pie chart and lists how many are due on

that day, the next day and the next seven days. The section below it displays a graphical summary of all ticket
statuses such as created, closed and more.
Ticket Activity - Total at the moment
The 'Open Tickets' pie chart and the legends beside it provide statistics on the total number of tickets that are
currently open. This is broken down into new tickets (not replied to once), overdue tickets, and open tickets that have
had at least one reply (Waiting Customer).
On the right side the number of the tickets that are due for closure today, tomorrow and within the next seven days
are displayed.
Ticket Activity - Graph
You can select the date range for which the corresponding data will be displayed for both the graph and the Statistics
table below it. The graph will display a broad overview of the data for the selected period and the Statistics table
provides details of individual components such as Department, Topic, Staff, Source and Priority to which the tickets
are associated. The data is updated automatically according to the settings done in 'My Profile'. Clicking the
'Refresh' button updates the data instantly.
By default, the graph displays the details for the last one month and results grouped by Day. To view the statuses for
a different period, select the start day from the period calendar and select the end date from the drop-down options.
Next select how the results graph should be grouped from the 'group by' options. Please note the grouping should be
always less than the period selected. The legends in the graph provide the statuses of the tickets, such as how many
are created, closed, reopened and so on. Hovering the mouse over a graph line displays the number of tickets for
that particular item.

Statistics
The section displays the statuses of tickets item wise, that is department, topics, staff, source and priority for the
selected period.
Clicking on each tab will display the details of the tickets that are open, assigned, overdue, closed, reopened,
deleted and warnings. The 'Overdue' status displays the tickets that are pending beyond the grace period for a
particular Service Level Agreement (SLA) plan. The 'Warnings' status displays the tickets that are configured to
trigger warnings for a particular SLA plan. The warnings will be displayed in addition to Overdue threshold if
configured in the SLA plan. For example, if there are three Warning levels defined (WL1=50% and WL2=75% and
WL3=90% of time) and in a department if there is one ticket with WL1 warning level and one ticket with WL2 level
and one ticket with WL3 level the pie chart for the department will show “3” in 'Warnings'.
'At the moment' pie charts display the number of the unassigned and paused tickets. When these tickets are
assigned, resumed or deleted, the screen will reflect the changes accordingly.
Exporting Statistics to a CSV file
Clicking the 'Export' button at the bottom of the interface will download the 'Statistics' file in CSV format. This file can
be opened with appropriate application such as Excel or Open Office Calc for easy analysis.
2.1.2 Viewing Staff Members
The Staff Members screen displays the name, department and contact details of staff enrolled in Service Desk.
• To view the staff members screen, click the 'Dashboard' tab from the 'Staff Panel' and choose 'Staff
Directory'

By default, staff members will be listed in alphabetical order according to name.
Sorting the items
• Clicking on a column header sorts the items in ascending/descending order.
Column Headers
• Name: The name of the staff member.
• Department: The department to which the staff member is assigned.
• Group: The staff group to which the staff is a member of.
• Email Address: Email address of the staff member entered at the time of enrollment.
• Phone Number: Fixed line number of the staff member.
• Phone Ext: Phone extension number of the staff member.
• Mobile Number: Mobile contact number of the staff member.
Staff details are as per the information entered during staff enrollment. You can add phone numbers and create an
outgoing email signature for a member in the 'Staff Panel' interface.
2.1.3 My Profile
My Account Profile screen allows staff members to edit/update their profile settings such as phone numbers,
language, time zone and more.
• To open the 'My Account Profile' screen, click the 'Dashboard' tab from the 'Staff Panel' and choose 'My
Profile'

Contact Information
• Username: The login username of the staff member. Cannot be edited
• Person Name: Full name of the staff member. Cannot be edited
• Email Address: The email address of the staff member. Cannot be edited
• Phone Number: Contact desk phone number of the staff member
• Mobile Number: Mobile phone number of the staff member
Preferences
• Time Zone: The time zone of the staff member's location. The staff can choose their time zone. The details
and notifications on the Service Desk console will be displayed to the staff with their local time chosen.
• Preferred Language: Select the preferred language from the drop-down.
• Maximum Page size: Number of entries to be displayed per page such as tickets page. If system default is
selected, then the settings done by the administrator will take effect.
• Auto Refresh Rate: The staff member can configure the frequency at which the ticket status and
dashboard pages are to be refreshed. If disabled, the staff can refresh the details by clicking the 'Refresh'
button in respective pages.
• Default Signature: Select the signature that should be displayed in the ticket responses emails from you.
You can enter your signature message in the 'Signature' text field at the bottom of the page. Department's
signature is set by administrators.

• Default Paper Size: The page size used when printing tickets to PDF. Staff members can also change the
page size in the ticket print dialog screen.
• Show Assigned Tickets: If enabled, the staff member's name will not be displayed in the tickets assigned
to him/her, instead the staff member's department name will be displayed.
Signature
• Enter the signature that will be displayed in the response tickets. Staff members can also choose either
his/her signature or department signature in the tickets screen.
• Click the 'Save Changes' button for the changes to take effect.
2.2 Managing Users and Organizations
Tickets can be raised in C1 Service Desk by registered users as well as guests using the web portal. Users and
guests can be added to Organizations by staff members in order to keep track of billable hours for attending to
tickets. The Users tab in the Staff Panel allows staff members to add/or import users and add/edit organizations and
configure various settings.
• Click the 'Users' tab to open the interface:
Refer to the following sections for more details:
• Managing Users
• Managing Organizations
2.2.1 Managing Users
The 'Users Directory' interface displays a list of all guests and registered users and allows staff members to add, edit
and update users. Users can create tickets for staff members using the web portal.
• To open the interface, click the 'Users' tab and choose 'User Directory':

The number of users displayed in the list can be set in the My Profile interface. The page updates itself periodically
as per the setting done in the 'My Profile' interface. Staff members can also update the page manually by clicking
the 'Refresh' button located at top right side.
Sorting items
• Click a column header to sort items in ascending/descending order
Search Option
• Enter the name or partial name of a user and click 'Search'.
• To clear the results and display all users, clear the field and click the 'Search' button again (or simply click
the 'User Directory' link).
Column Headers
• Name: The name of the user. The icon and the number beside a user indicates the number of tickets a user
has raised. Clicking on the name of the user will open the respective user details interface.
• Status: Indicates whether the user is a register or guest user.
• Created: The date on which the user was added.
• Last Updated: The date and time the user details was edited and updated.
Placing the mouse cursor over a user's name will display a call out providing the details of the user.

The dialog allows staff members to manage a user as from the 'User Details' interface explained below.
From the 'User Details' interface, a staff member can:
• Add a user
• Register a user
• Edit a user
• Delete a user
• Send password reset / activation email to the user
• Manage account access
• Add forms
• Manage notes
• Add a user to an organization
• Manage tickets raised by a user
• Create a new ticket on behalf of a user
• Export users list
Add a user
A user can be added manually or imported by a staff member. When a user is added, he/she will be listed as a guest
user. To have an account in Service Desk, a guest user has to be registered. A non-registered user that raises a
ticket in the web portal for the first time will also be added as a guest user. Users added via the 'User Directory'
interface can be added to organizations in the 'Organizations' screen. Refer to the section Managing Organizations
for more details. The following method describes how to add users from the 'User Directory' screen.
To add a user manually
• Click the 'Add User' link at the top right side of the screen
The 'Lookup or create a user' screen will be displayed:

The fields available in the above form are fetched from the built-in 'Contact Information' that can be only be edited by
administrators.
• Email Address: Enter the email address of the user. This is used for signing into the web portal after the
registration is completed.
• Full Name: The name of the user.
• Phone Number: The contact number of the user.
• Internal Notes: Enter any notes regarding the user.
Click the 'Add User' button. The user will be added as a guest user in Service Desk and listed in the screen.
Alternatively, a non-registered user will be added automatically as a guest when he/she raises a ticket in the web
portal for the first time.
To import users
• Click the 'Import' link at the top right sight of the screen.
The 'Import Users' screen will be displayed:

The 'Copy Paste' method allows you to import users with name and email details only.
• Enter the full name followed by a comma and the email address of the user
• To import more users, add more user details in subsequent lines
• Click the 'Import User' button to add the users as guest users.
The 'Upload' method allows you to import users from a CSV file.
If you need to add more fields for the users, contact your administrator.
• Click the 'Browse...' button and navigate to the CSV file in your computer and click the Import Users button.
Register a user
A guest user can be registered by a staff member from the 'User Details' screen. A user can also register in Service
Desk in the web portal.

To register a guest user
• Click on the name of the guest user that you want to create an account.
• Click on the 'Register' button.
The 'Register' screen for the selected user will be displayed:
• Update the form if required and click the 'Create Account' button. The user account will be added with the
status 'Locked (Pending Activation)'. The account needs to be activated to enable the user to access the
web portal and create support tickets.
Activation can be done in two ways:
• Through an activation email
• Through the Staff Panel
User Account Activation through Activation Email
If 'Send account activation email...' is selected in the 'User Registration' dialog, an activation email will be sent to the
user. After clicking the activation link in the mail, the user will be asked to configure his/her password. Once
activation is complete, their status will change to 'Active (Registered)'.

User Account Activation through Staff Panel
You can activate a user account by creating a password for a user and communicating it to them. You can also
require them to set a new password when they first login. They will become 'Active' once this is done.
To activate a user account
• Click the name of a user.
• Click 'Manage Account' from the 'User Details' interface
The 'User Management' dialog will open.

• Click the 'Manage Access' tab
• Enter the new password for the user and re-enter it for conformation in the respective fields
• Set account restrictions by selecting the required check-boxes:
• Administratively Locked: If enabled, the user cannot access the web portal. However, the user
can raise tickets via email.
• Password Reset Required: If enabled, a reset password screen will be displayed when the user
logs into the web portal.
• User Cannot Change Password: If enabled, the user cannot change his/her password.

• Click 'Save Changes'
You can now communicate the password to the user. The user can login to the service desk web console at
https://<your_subdomain_name>.servicedesk.comodo.com by entering their email address as username and
entering the password. Depending on your preferences, they may have to change their password on first logon.
Once their account is activated they will be able to create tickets from the web console.
Alternatively, a user can register an account from the web portal home page by clicking the 'Sign In' button then
'Create an account' link. Please note the 'Registration Method' should be set as 'Public – Anyone can register' by the
administrator.
Tip: Your Service Desk web portal can be accessed through the URL
<your_subdomain_name>.servicedesk.comodo.com.
The 'Account Registration' screen will be displayed.

The user after filling up the form should click the 'Register' button for activating his account. An account verification
email will be sent to the registered email address. The user should click the verification link to activate his/her
account.
Edit a user
• To edit the details of a user, click 'Users' > 'User Directory' then click the name of a user:

The 'Update User' screen will be displayed.
• Edit details as required and click the 'Update User' button.
Delete a user
You can remove users associated with an Organization at anytime. On removal of a user, you have the choice of
reassigning the tickets associated them to other users or removing them from Service Desk.
Tip: The tickets added to Knowledgebase will not be removed.
• To remove a user, click the name of the user then click 'Delete User' in the 'User Details' screen.

The 'Delete User' confirmation screen will be displayed.
• To remove the tickets associated with the user, select the checkbox.
• To reassign the tickets to a different user before removing the user, click on the '<NN> tickets' link
in the dialog to view the list of tickets assigned to him/her, open each ticket by clicking on them
and reassign to a different user. For more details, refer to the explanation of reassigning tickets
in the section Ticket Details.
Note: You cannot remove a user with tickets associated him/her.
• Click 'Yes, Delete User'
Once a user account is deleted, you cannot restore it. If needed, the user is to be added with a new user account.
• To delete multiple users at a time, select the check-boxes beside them in the 'User Directory' interface and
click the 'Delete Selected' button at the bottom.

• Click 'Yes, Do it!' to confirm the deletion of selected users.
Warning: All tickets associated with the removed users will also be automatically deleted.
Send password reset / activation email to the user
The 'More' drop-down allows you to reset passwords for activated users, and send activation emails to unregistered
users.
• To send a password reset / activation email, first click a user's name then the 'More' button on the right:
Registered Users Unregistered Users
For resetting password
• Click the 'Send Password Reset Email' link
• Click 'OK' to confirm sending the password reset email to the user.
An email containing the password reset link will be sent to the user. The user has to click the link and in the 'Forgot
My Password' page should enter the registered email address and click Login. In the Manage Your Profile
Information page, the user can reset his/her password and click the 'Update' button.
To activate a user
• Click the 'Send Password Reset Email' link

• Click 'OK' to confirm sending the activation mail
An activation email will be sent to the user. Clicking the activation link in the mail, the user can configure his/her
password in the Manage Your Profile Information page. Once the activation is completed their status will change to
'Active (Registered)'.
Manage account access/User Information
Service Desk allows staff members to lock a user's account and disallow password changes.
• To manage account access for a user, click their name then the 'More' button. Alternatively, click the
'Manage Account' button:
The 'User Information' tab allows staff members to change a user's Organization and time zone:

The 'Manage Access' tab allows staff members to configure a user's access to his/her account:
Account Access
• Username: Edit the user email if required.
• Password Fields: Enter the new password and confirm it.
Account Flags
• Administratively Locked: If enabled, the user cannot access the web portal. However, the user can raise
tickets via email.
• Password Reset Required: If enabled, a reset password screen will be displayed when the user logs into
the web portal.
• User Cannot Change Password: If enabled, the user cannot change his/her password.
• Click the 'Save Changes' for your updates to take effect.
Add forms
By default, the contact information of the user is mandatory and staff members can add more forms to include more
details about the user.
• To add more forms for a user, click on the name link in the 'User Details' interface, then click the 'Manage
Forms' link from the 'More' button at the right side.

The 'Manage Forms' for the selected user screen will be displayed.
• Select the required form to be added for the user from the drop-down. The Forms that are listed here can
be added by administrators.
• Click the 'Save Changes' button.
After adding the new form, staff members can update the user's details by clicking the user's name in the 'User
Details' interface.

• Fill the details and click the 'Update User' button at the bottom.
• To remove a form for the user, click the 'Manage Form' button and then the trash can icon.
• Click the 'Save Changes' button at the bottom.
Manage notes for a user
Notes feature helps to keep a record of the changes done to the user details or can be used by staff members and
administrators for any other purpose as required. This will be visible only to staff members
To manage notes, click the 'Notes' tab in the 'User Details' interface
• To add new notes, click the 'Click to create a new note' link and click the 'Create' button at the bottom.
• To edit a note, click the 'Edit' button at the far end of the note.

• Click the 'Save' button to save an edited note.
• To delete a note, click the trash can icon at the far end of the note.
Add a user to an organization
Adding users to organizations makes it easy to keep track of billing details. Cost reports in the Admin Panel displays
the billing details including the tickets attended for organizations and total billable time.
There are two methods of adding users to organizations. One method is to add users from the 'User Details' screen
and then assign Organizations to them. The other method is to first create' Organizations' and then add Users'. Refer
to Managing Organizations for more details. The following method describes how to assign users to organizations
from the 'User Directory' screen.
• To add a user to an organization, click their name in the 'User Details' interface, then click 'Add
Organization'.

You can assign the user to an existing organization, or create a new Organization and add the user to it.
• To add the user to an existing Organization, type the first few letters of the Organization name in the search
field. After choosing an Organization, following confirmation dialog will appear:

• Click 'Continue'.
The user will be added to the organization and will be displayed in the 'User Details' screen.
• To add a new organization, enter the details of the organization under 'Create New Organization: Details on
User organization'.
Refer to the section 'Managing Organizations' for more details about the details to be entered on adding a new

organization.
• Click 'Add Organization'
The new Organization will be added to Service Desk and the user will be added to the new organization.
Manage tickets raised by a user
Tickets that are raised by a user can be managed from the 'User Directory' interface. This screen enables staff
members to view and manage tickets created by users.
• To view and manage tickets created by a user, click on the name link in the 'User Details' interface, then
click the 'User Tickets' tab.
The screen will display the list of tickets created by the user and ticket that was raised last will be shown at the top of
the list.
Column Headers
• Ticket: The number assigned to the ticket. Clicking on the ticket number will open the 'Ticket Details'
screen. Refer to the section 'Managing Tickets' for more details.
• Date: The date and time the ticket was created or reopened.
• Status: Indicates the current status of the ticket whether open, closed, overdue or paused.
• Subject: The summary of the issue entered in the 'Issue Summary' text field in the web portal by the user.
Clicking on the text link will open the 'Ticket Details' screen. Refer to the section 'Managing Tickets' for
more details.
• Department: The name of the department to which the ticket is assigned.
• Assignee: The name of the staff member to whom the ticket is assigned.
Placing the mouse cursor over a ticket will display a call out providing the details of the ticket.

The ticket preview allows staff members to view the details and the links at the bottom to manage it. Refer to the
section 'Managing Tickets' for more details.
Create new ticket on behalf of a user
Users can create tickets in Service Desk from the web portal or by sending an email. Users can also contact the staff
member over phone to raise a ticket and the staff member can create a ticket on behalf of the user.
• To create a ticket on behalf of a user, click on the name link in the 'User Details' interface, then click the
'Create New Ticket' link.
The 'Open New Ticket' screen will be displayed.

The interface is same as 'New Ticket' created by a staff member from the 'Tickets' interface except the user name in
this screen comes preselected. Refer to the section 'To create a new ticket on behalf of a user' for more details.
Export users list to a CSV file
• To download the list of users in Service Desk, click the Export link at the bottom of the 'User Directory'
interface.
The download dialog will be displayed.

• Click 'OK' to download the file to your system. This file can be opened with applications such as Excel or
Open Office Calc.
2.2.2 Managing Organizations
The 'Organizations' interface allows staff members to add, edit and manage organizations, assign users to
organizations, manage organization tickets, configure account managers and primary contacts. The staff can also
set hourly charge rates for attending to/fixing different assets on per-organization basis.
Administrators can create organizations/companies in the Comodo One MSP interface. Such 'Managed' companies
will also become available in all integrated modules (Patch Management, Service Desk, IT and Security Manager
and so on). However, you have the option to add 'standalone' (aka 'Unmanaged') organizations to Service Desk for
the purpose of ticket management alone. The organizations added via Service Desk will have 'Non-managed' status
- meaning these organizations will not be available in Comodo One MSP or other modules. If required, you can add
these organizations to C1 for converting them to fully managed status. Refer to the section 'Add an Organization'
for more details about adding organizations in Service Desk alone.
• To open the 'Organizations' interface, click the 'Users' tab and choose 'Organizations':

The list of organizations displayed includes organizations that are added via C1 ('managed') and from Service Desk
('unmanaged'). The number of organizations displayed in the list can be configured in the 'My Profile' interface.
Clicking on a column header sorts the items in ascending/descending order.
Search Options
• Enter the name or partial name of the organization and click the 'Search' button.
• To clear the results and display all organizations, clear the field and click the 'Search' button or simply click
the 'Organization' link.
Column Headers
• Name: The name of the organization.
• Users: Number of users assigned to the organization.
• Created: The date on which the organization was added.
• Updated: The date and time the organization details was edited and updated.
From the 'Organizations' interface, a staff member can:
• Add an organization
• Edit, configure and fix asset billing rates
• Add users to an organization
• Manage forms
• Manage tickets
• Manage notes
• Export organizations list
Add an organization
The organizations that are added via this interface will be available for ticket management alone and will not be listed
in the C1 interface. Once an organization has been added (via C1 and / or ITSM), staff members can assign users to
them, monitor and view organization tickets and set billing rates. Staff members can also add organizations from the
'User Directory' interface (refer to the explanation under 'Add a user to an organization' in the section 'Managing
Users' for more details on this).
The following tutorial describes how to add organizations from the 'Organizations' interface:
To add an organization
• Click the 'Add New Organization' link at the top right side of the screen
The 'Add New Organization' screen will be displayed:

• Name: Enter the name of the organization.
• Web Domain: Enter the registered domain name for the organization.
• Month Fee: The monthly charges billable to the organization for attending to tickets raised by users in that
organization.
• Address: The address of the organization.
• Phone: The contact number of the organization.
• Website: The URL of the organization's website.
• Internal Notes: Enter any notes regarding the organization.
After completing the form, click the 'Add Organization' button to add the organization to Service Desk. Staff members
can now configure its settings, users and billing rates.

When a new organization is created, two new users, the Monitor Agent and the Patch Agent with email IDs are
added automatically. Comodo One (C1) contains several modules that help IT managers to keep their organization's
computers running smoothly. Two of these modules, Remote Monitoring Management (RMM) and Patch
Management, are capable of automatically sending reports (in the form of tickets) to Service Desk via API. The
agents' email IDs are used to collect the tickets submitted by the C1 modules.
Edit, configure and fix asset billing rates
Once an organization has been added, staff members can assign users to them, monitor and view organization
tickets and set billing rates. Refer to the section 'Add an Organization' about adding organizations in Service Desk
alone.
To edit, configure and fix asset billing rates
• Click on the name of the organization in its details screen.

The edit screen of the 'Organization' will be displayed.
Edit Organization's Details
• To edit the details of the organization, click the 'Fields' tab, update as required and click the 'Update
Organization' button.

Configuring Organization's Settings
• To configure the organization's settings, click the 'Settings' tab.
• Account Manager: Select the staff member from the drop-down that will act as 'Account Manager' for this
organization.
• Auto-Assignment: If enabled, tickets raised by the organization's users will be automatically assigned to
the Account Manager. Please note the auto-assignment settings done in 'Ticket Filters' and 'Help Topics' by

the administrator will take precedence over this setting done here.
• Primary Contact: Select the primary contact(s) for this organization to whom all tickets raised by its users
will be added as collaborator(s), that is, added as CC in the ticket mails.
• Automated Collaboration: Allows you to select persons to be added as CC in the ticket mails.
• Primary Contacts: If enabled, primary contacts selected above will be added as collaborator(s), that
is, added as CC in the ticket mails.
• Organization Members: If enabled, all users in the organization will be added as collaborators.
• Main Domain
• Auto Add Members From: Enter the domain name for which users that are added in 'User Directory'
with the same domain name in the email field will be automatically added to the organization.
Click the 'Update Organization' button.
Fix Billing Rates for different types of Assets
• To specify the billing rates for assets that are associated with tickets, click the 'Assets rate' tab.
• Enter the amount in each asset field. Please note that if the fields are left blank, then the 'Global
Rates' set by the administrator will apply.
• Click the 'Update Organization' button.
Add users to an organization
A user can be added manually or imported by a staff member to an organization. When a user is added, he/she will
be listed as a guest user. To have an account in Service Desk, a guest user has to be registered. A non-registered
user, when he/she raises a ticket in the web portal for the first time will also be added in Service Desk as a guest
user and listed in the screen. Refer to the sub sections 'Add a user' and 'Register a user' in the 'Managing Users'
section for more details. Users added via 'User Directory' interface can be added to organizations in the
'Organizations' screen. The following method describes how to add users directly to organizations from the
'Organizations' screen.
To add a user manually to an organization

• Click the 'Add User' link at the top right side of the screen
The 'Add User' screen will be displayed.
• Email Address: Enter the email address of the user. This is used for signing into the web portal after the
registration is completed.
• Full Name: The name of the user.
• Phone Number: The contact number of the user.
• Internal Notes: Enter any notes regarding the user.
The fields available in the above form are fetched from the built-in 'Contact Information' that can be only be edited by
administrators.
• Click the 'Add User' button. The user will be added to the organization.
To import users to an organization
• Click the 'Import' link at the top right side of the screen
The 'Import Users' screen will be displayed.

The 'Copy Paste' method allows you to import users with name and email details only.
• Enter the full name followed by a comma and the email address of the user
• To import more users, add more user details in subsequent lines
• Click the 'Import Users' button to add the users as guest users to the organization
The 'Upload' method allows you to import users from a CSV file.

If you need to add more fields for the users, contact your administrator.
• Click the 'Browse...' button and navigate to the CSV file in your computer and click the 'Import Users'
button.
Manage forms
By default, the 'Organization Information' of an organization is mandatory and staff members can add more forms to
include more details about the organization.
• To add more forms for an organization, click on the name link in the 'Organization Details' interface, then
click the 'Manage Forms' link from the 'More' button at the right side.
The 'Manage Forms' for the selected organization screen will be displayed.

• Select the required form to be added for the organization from the drop-down. The 'Forms' that are listed
here can be added by administrators.
• Click the 'Save Changes' button.
After adding the new form, staff members can update the organization's details by clicking the organization's name in
the 'Organization Details' interface.
• Fill the details and click the 'Update Organization' button at the bottom.
• To remove a form for the organization, open the 'Manage Form' screen by clicking 'More' from the
Organization Details screen and click the trash can icon beside the form name.

• Click the 'Save Changes' button at the bottom.
Manage tickets raised by users in an organization
Tickets that are raised by users in an organization can be managed from the 'Organizations' interface. This screen
enables staff members and administrators to view and manage tickets created by organization users.
• To view and manage tickets created by users belonging to an organization, click on the organization's name
link in the 'Organizations' interface, then click the 'Tickets' tab.
The screen will display the list of tickets created by the users for that organization and ticket that was raised last will
be shown at the top of the list.
Column Headers
screen. Refer to the section 'Managing Tickets' for more details.
• Status: Indicates the current status of the ticket whether open, closed, overdue or paused.
• Subject: The summary of the issue entered in the Issue Summary text field in the web portal by the user.
Clicking on the text link will open the 'Ticket Details' screen. Refer to the section 'Managing Tickets' for
more details.
• User: The name and email address of the user in the organization that raised the ticket. Clicking on the text
link will open the 'User Directory' screen. Refer to the section 'Managing Users' for more details.

section 'Managing Tickets' for more details.
Manage notes
Notes feature helps to keep a record of the changes done to the organization's details or can be used by staff
members and administrators for any other purpose as required. This will be visible only to staff members.
To manage notes, click the 'Notes' tab in the 'Organization Details' interface
• To add new notes, click the 'Click to create a new note' link, add the required content and then click the
'Create' button at the bottom.
• To edit a note, click the 'Edit' button at the far end of the note.
• Click the 'Save' button to save an edited note.

• To delete a note, click the trash can icon at the far end of the note.
Export organizations list to a CSV file
• To download the list of organizations in Service Desk, click the 'Export' link at the bottom of the
'Organizations' interface.
Open Office Calc.

2.3 Managing Tickets
The 'Tickets' tab allows staff members (agents) and administrators to manage tickets raised by users. Tickets can be
raised in multiple ways: using the web portal; from a staff member's interface on behalf of users; via email and from
C1 Modules – Remote Monitoring Management (RMM) and Patch Management using Application Programming
Interface (API).
Tickets can also be created for initiating quote generation as per the demands for products and services from the
customers.
The 'Tickets' tab has separate links for each of the ticket statuses:
• Clicking a ticket number or subject will open the ticket's full details panel. This panel allows you to review,
reassign, close, edit, transfer or take other actions on the ticket.
• Placing the mouse cursor over the ticket number will display a ticket summary box. This contains a
snapshot of the ticket's current status as well as shortcuts which allow you to take further actions.
• The buttons at the bottom of the interface let you quickly perform actions on selected tickets. Tickets can be
selected using the check-boxes in the first column.
Service Desk categorizes tickets according to 7 different statuses. The links at the top of the 'Tickets' interface allow
you to view the list of tickets with respective statuses. The interface also contains a link that allows you to create a
new ticket:
• Open: Tickets that are not yet resolved. 'Assigned' and 'Answered' tickets may be excluded from this view
if configured so by the administrator. Open tickets can be answered, transferred, reassigned and more by
clicking the ticket number/subject.
• Answered: Tickets for which there has been at least one reply. Answered tickets can be reviewed,
reassigned, transferred and more by clicking the ticket number or subject.
• Unassigned: Tickets that have not yet been assigned. Administrators can assign tickets to staff members

by clicking the ticket number/subject then clicking the 'Assign Ticket' tab.
• My Tickets: Tickets that are assigned to the person that is currently logged-in. Tickets can be answered,
re-assigned, transferred, provide details of time spent for the ticket and more by clicking the ticket
number/subject.
• Overdue: Tickets that are not closed within the stipulated period per the SLA plan. Overdue tickets will be
closed automatically if configured so by the administrator.
• Closed: Tickets that are closed. Closed tickets can be reviewed, reopened, reassigned and more by
clicking the ticket number or subject.
• Paused: Tickets that are paused temporarily. Paused tickets count as 'Open' and can be reactivated by
clicking the ticket number or subject then clicking the 'Resume' button.
• New Ticket: Allows the staff member to raise a ticket on behalf of users.
The icons in the ticket column indicate the source through which it was raised.
S.No. Ticket Icon Description
1 Tickets that were raised by another C1 Module via API.
2 Tickets that were raised via the web portal.
3 Tickets that were raised via email.
4 Tickets that were raised by staff members on behalf of users.
The icons in the subject column indicate the status of the ticket.
S.No. Subject Icon Description
1 Indicates the ticket is overdue, that is, the ticket issue is not resolved within the
stipulated time.
2 Indicates the ticket is locked by the staff member.
3 Indicates the number of actions taken on the ticket. Actions can be replies, internal
notes or other status updates.
4 Indicates the ticket has an attachment
5 Indicates that collaborators have been added to the CC list for the ticket.
• No check box beside a ticket indicates that it is in 'Paused' status.

Search Options
You have the option to run a simple search or an advanced search to filter the tickets. Using the search field, you can
filter the tickets by ticket number, subject line and users' name. To refine your search much further, you can use the
advanced search option.
Simple Search
• Enter the ticket number, the name of the user that submitted the ticket or a word from the ticket subject then
click 'Search'
• To clear the results and display all items, clear the field and click the 'Search' button again or simply click
the 'Tickets' tab.
Advanced Search
• Click the 'advanced' link to open the 'Advanced Ticket Search' screen:

• Enter/select the parameters that you want to search the ticket.
• Click the 'Reset' button to clear the fields.
• Click the 'Search' button after filling the required search parameters.
The number of tickets that matches the search parameters will be displayed at the bottom of the screen.
• Click the 'view' link to see tickets which match the search criteria
• To clear the results and display all items, clear the field and click the 'Search' button or simply click the
'Tickets' tab.
Column Headers
The column headers are the same for 'Open', 'Answered', 'Unassigned', 'My Tickets', 'Closed' and 'Paused' tickets.
Clicking on a column header sorts the items in ascending/descending order
screen.
• Subject: The summary of the issue entered in the 'Issue Summary' text field in the web portal by the user
or by the staff member while creating a ticket on behalf of a user in the 'New Ticket' screen. Clicking on the
text link will open the 'Ticket Details' screen.
• From: The name of the user that raised the ticket.
• Priority: The priority of the ticket. The priority of a ticket depends on the settings done in 'Help Topics',
'Department' and 'Ticket Filters' by the administrator. For tickets that are raised via emails, the default
priority is 'Emergency' if the configuration is enabled by the administrator. If this is not enabled, then it will
be 'Normal' priority for tickets raised via emails. Please note that for all cases, the tickets that are filtered via
'Ticket Filters' setting, the priority setting done in the filter by the administrator will prevail.

• Assigned To/Department/Closed By: The name of the column header changes depending on the ticket
status that you have selected. For example, for 'Closed' tickets the column header will be 'Closed By'.
• Assigned To: The name of the staff member to whom the ticket was assigned
• Department: The name of the department to which the ticket was assigned
• Closed By: The name of the staff member who closed the ticket
section 'Ticket Details' for more details.
Export ticket to a CSV file
• To download the list of tickets in Service Desk, click the 'Export' link at the bottom of a ticket category.

Open Office Calc.
The next section, 'Ticket Details' covers important aspects of a ticket such as how to create a Knowledgebase out
of it, which users can refer before creating a ticket, edit a ticket and more.
2.3.1 Ticket Details
'Ticket Details' screen contains comprehensive information about a ticket and includes a history of all replies and
activities. A staff member can create a ticket on behalf a customer. From this screen, a staff member can also take
various actions like reply, edit, assign, reassign, close, initiate a quote process or post a note to the ticket. Staff
members can create knowledge-base articles for the benefit of users and enter the time spent for their tickets.
Depending on the help topic to which the ticket belongs, the ticket can be of single stage or multiple stage.
Note: Administrators can configure the Help topics to have single or multiple stages, depending on their nature. A
multi stage ticket enables it to be automatically forwarded to relevant staff and departments at each stage through
its life cycle and allows appropriately privileged staff/administrators to track its work flow. For more details regarding
Help topics, refer to the section Help Topics.
Single Stage Ticket
Administrators can also configure help topics so that a ticket can be closed with a single stage, to be backward
compatible with previous versions.
Multiple Stage Ticket
The Help topics can be configured such that the ticket passes through more than one stage that is configured for a
specific type of issue.
To open a ticket
• Click the 'Tickets' tab from the Staff Panel
• Click on the subject of the ticket to be opened

The detail screen is split into three main areas:

• 'Overview' – Upper section that summarizes information such as ticket status, name, assigned user, priority
and create a knowledge-base article and more.
• 'History' – middle section that contains a full activity history, including replies, internal notes or other status
updates.
• 'Available Actions' - Lower section which allows staff members to take actions such as reply, change
department, reassign to another staff member, add collaborators, create a knowledge-base article and
more.
Overview
The top portion of the ticket details screen displays information about the ticket such as the name of the user that
raised the ticket, user's email ID and more. The number of fields that are displayed depends on the 'Forms' added for
the ticket by the administrator. The ticket details shown below displays the fields that are available by default.
• Ticket No: The identification number of the ticket.
• Status: The current status of the ticket, whether open or closed.
• Priority: Select the priority level for the new ticket.
• Department: The name of the department to which the ticket is assigned.
• Create Date: The date and time the ticket was created.
• Assigned To: The name of the staff member to whom the ticket is currently assigned.
• SLA Plan: The name of the Service Level Agreement (SLA) plan that was assigned via Help Topic or
Department.
• Due Date: The date and time before which the ticket should be closed.
• Total Material Cost: An itemized list of the cost of any components used while fixing this issue. Staff
members can add items and their cost by clicking the ‘Add Material’ button at the top of the ticket. See
Adding Materials to the ticket for more details.
• Asset Type: The type of asset chosen by the user or staff member while creating the ticket. This helps to

determine the billing rate.
• Time Spent: The amount of time spent on the ticket so far.
• Category: The type of category chosen by the user or staff member while creating the ticket. The options
available are 'Alert', 'Order' and 'Problem'.
• SubCategory: The details entered by the user or staff member.
• User: The name of the user that created the ticket. The number beside the user's name indicates the
tickets raised by the user. Clicking the name link will display the 'User Detail' screen associated with the
ticket.
The tabs in the user details screen allow a staff member to edit details of the user, manage the user's
organization and add notes for the user. Refer to the sections 'Managing Users' and 'Managing
Organizations' for more details.
• Clicking the number beside the user's name will display a call out allowing you to view and manage tickets
associated with the user. It also allows you to manage the user and the organization to which he/she
belongs. Refer to the sections 'Managing Users' and 'Managing Organizations' for more details.
• Email: The registered email ID of user.
• Phone: The contact number of the user.
• Source: The source via which the ticket was created and the IP address of the network.
• Help Topic: The help topic that was selected at the time of raising the ticket.
• Last Message: The date and time of the latest message sent by the user.
• Last Response: The date and time of the latest response by the staff member.
• Time Spent (Local time) - The amount of time spent on the ticket so far and can be edited/updated by the
staff member for tickets assigned to him/her.
• Ticket Work Flow: This area appears only for multi stage ticket. The Ticket Work Flow displays the list of

stages added to the ticket based on the help topic.
Every stage has a department and a dedicated staff member assigned to handle the ticket to efficiently provide a
solution for that stage. Once the assigned staff member of one stage has completed their task, the ticket will be
assigned to another department/staff member for next stage of ticket resolution. This process will continue till the
final stage is completed and closed.
A stage can be reverted to the previous stage by clicking 'Revert stage' if the new staff member wants to ensure the
process in the previous stage is not left incomplete.
• Time Spent (Local time) - Total amount of time spent on the ticket so far. Time spent while the ticket is
open is automatically recorded. Staff can also add/edit any ‘on-site’ time manually.
• The' time-spent' counter - When a staff member opens a ticket assigned to him/her, the timer beside
the ticket number starts ticking. This allows them to add spent time for the ticket.
The buttons beside the timer allows the staff member to pause, reset and record the time spent for billing.
You can save the time spent by clicking the record button or by switching to another tab and confirm it in
the 'Save Work Time' dialog.
• Specify whether the work time is billable by selecting the checkbox an click 'Record', to add the time to the
ticket.
• To manually add time spent on-site - Staff members can add any time spent ‘on-site’ fixing an issue
by clicking the 'add work time' link beside 'Time Spent (local time). Please note that this link will be
available for staff members for their tickets only.
• Click 'Add Work Time'

The 'Add work time' dialog will be displayed:
• Click inside the 'Start Time' and 'End Time' fields and enter the date/time manually or select the
date from the calendar and time from the sliders. To enter the current date/time as Start Time or
End time, click 'Now'.

• Click 'Done' in the calendar after selecting the date and time.
• Specify whether the time is billable by selecting the checkbox and click 'OK' in the 'Add Work Time'
dialog.
The time spent will be automatically calculated from the entered Start Time and End Time and added to the list.
• Click the trash can icon beside under the 'Action' column to remove the row from the table.
• Click the edit icon beside under the 'Action' column to edit the billable time details.
• The table displays the total billable time for a ticket that is added automatically and manually.
History
The 'History' section begins below the ticket overview and contains all actions taken on the ticket. Actions can be
replies, internal notes or other status updates.
The number beside the 'Ticket Thread' text indicates the number of actions for the ticket. The first row of an action
displays the date and time it was generated and the name that generated it.
Available Actions
The 'Available Actions' section allows staff members to post replies, change the assigned department, reassign the

ticket, add collaborators, create a KB entry, take a print, manage forms and more.
From this pane, a staff member can:
• Post a reply
• Post an internal note
• Change the department
• Reassign the ticket
• Adding Materials to the ticket
• Initiating Quote generation for billable items
• Create a Knowledgebase article for the ticket
• Take a print
• Edit the ticket
• Close/Reopen the ticket
• Delete the ticket
• Pause/Resume the ticket
• Change the ticket owner
• Claim a ticket
• Manage forms for the ticket
• Ban email ID of the user
• Create a new ticket on behalf of a user
To post a reply for the ticket

• Click the 'Post Reply' tab
• To: Select the user's email address to send the response email. Alternatively, select the option 'Do Not
Email Reply'. The user can view the response only in the web portal if the latter is selected.
• Collaborators: Allows staff members to add more users to the CC list for the ticket. Click the 'Add
Recipients' link.

The 'Add a collaborator' dialog allows you to add a user in two ways:
• Entering the name of user or email ID of an existing user in the search field and selecting the user
from the options that appear
• Creating a new user by filling the form and clicking the 'Add User' button.
• Click Add New Collaborator to add more recipients.
• Click 'Save Changes' to add the user
Tip: If you are adding a new user, he/she will be added as a guest user. You can associate the new user to the
Organization from the User Directory interface. See the explanation under 'Add a user to an organization' in the
section for Managing Users more details.
• Response: You can respond to the ticket by typing a reply in the text editor or by selecting an option from
the drop-down.
• Original Message: The last message sent by the user.
• Last Message: The first message sent by the user.
• Premade Replies: Select the canned response that has to be sent to the user. 'Canned Responses'
can be added and edited in the Knowledgebase section. Refer to the section 'Canned Response' for
more details about adding and editing premade responses.
• To clear the response from the editor, click the trash can icon at the top right side.
• Attachments: To add any attachments in response to the ticket, click the 'Browse' button, select the
required file and click the 'Open' button. To remove the attachment, click on the file and select 'OK' from the
confirmation screen.
• Signature: Select any of the option. 'None' means you can type the signature in the editor. 'My Signature'
and 'Dept. Signature' are configured by the administrator. Selecting any one of these will automatically fetch
it and add the signature in the response.
• Ticket Status: If the issue is resolved, you can close the ticket by selecting this checkbox. The ticket will be
automatically closed when the response is sent to the user.
• Click the 'Reset' button to clear the selections and entries.
• Click the 'Post Reply' button to respond to the ticket.

To post an internal note
• Click the 'Post Internal Note' tab
• Note Title: Enter the title for the note.
• Note Details: Type the note content in the in the text editor. To clear the note, click the trash can icon at
the top right side.
• Attachments: To add any attachments to the note, click the 'Browse' button, select the required file and
click the 'Open' button. To remove the attachment, click on the file and select 'OK' from the confirmation
screen.
• Ticket Status: To change the status of the ticket, select from the options. The options change depending
on the current status of the ticket. For example, for a closed ticket, the options 'Reopen' and 'Mark As
Answered'.
• Click the 'Reset' button to clear the selections and entries.
• Click the 'Post Note' button to save the note.
Changing the Department
• Click the 'Dept. Transfer' tab (Note: The tickets that are in paused and overdue statuses will not display the
'Dept. Transfer' tab.

The current assigned department will be displayed at the top.
• Department: Select the department from the drop-down.
• Comments: Enter any comments or reason for changing the department.
• Click the 'Reset' button to clear the selection and comments.
• Click the 'Transfer' button to assign the ticket to a different department.
Assigning/Reassigning a ticket
Tickets auto-generated from other modules of Comodo One MSP can be assigned to staff members and tickets that
are already assigned to one staff member can be re-assigned to a different staff member.
To assign/reassign a ticket
• Open the ticket details interface by clicking on the ticket name from the Tickets interface
• Click the 'Assign Ticket' / 'Reassign Ticket' tab (Note: The tickets that are in paused and overdue statuses
will not display the 'Reassign Ticket' tab and unassigned/closed tickets will have 'Assign Ticket' tab.)
The currently assigned staff member will be displayed at the top.
• Assignee: Select the staff member that you want to reassign/assign from the drop-down.
• Comments: Enter any comments or reason for changing the staff member.
• Click the 'Reset' button to clear the selection and comments.
• Click the 'Reassign' / 'Assign' button to assign the ticket to a different staff member.
Adding Materials to the ticket
Staff members can add a list of components, consumables and expenses to a ticket which were incurred during the
course of resolving the issue. The list of used materials/expenses will be displayed in the 'Ticket Overview' area. The
total cost will be added to the customer's bill.
Tip: Service Desk allows administrators to create a global inventory of materials and types of expenses from the
Admin Panel ('Manage' > 'Materials'). Only those materials and expenses in the inventory will be available for staff
to add to a ticket. Refer to the section Managing Materials and Expense Types for more details.
To add a material or additional charges
• Click the 'Add Material' button

The Add/Edit Materials dialog will open.
• Start typing the name of the item in the search dialog and select the material from the options that appear in
the drop-down
• Enter the cost of the material or the expenses incurred in the Cost field.
• Repeat the process for adding more items
• Click 'Save' to add the list of items to the ticket
The list of materials/expenses with their prices and the total cost will be added to the ticket and will be displayed in
the 'Overview' area at the top.

To add new items, edit prices or remove items from a ticket
• Click the the 'Add Material' button
The 'Add/Edit Materials' dialog will open, with the list of materials already added.
• To add a new item, start typing the name of the item in the search dialog, select the item from the options
that appear in the drop-down and enter the cost
• To change the price, directly edit the price in the Cost field
• Te remove an item, click the Delete button beside it
Initiating Quotes for Products/Services
Comodo Quote Manager (CQM) allows C1 administrators to generate price quotes for products and services. For
more details on generating and processing quotes, refer to the CQM online guide at
https://help.comodo.com/topic-289-1-778-10458-Comodo-Quote-Manager-Module.html.
CQM quotes can also be initiated from the Service Desk module. Quotes can be initiated from Service Desk tickets
requesting billable items that are assigned to the Sales department. Once initiated, a draft quote will be automatically
created in Quote Manager.
To manage quote generation from Service Desk tickets
• Open the ticket details interface by clicking on the ticket name from the 'Tickets' interface.
• Ensure that the ticket is assigned to 'Sales Department'.
For guidance on reassigning ticket from a different department to 'Sales' Department, see the explanation under
Change the department.
• Click the 'Create Quote' tab

• Enter an internal note for the administrator/staff attending the Quote Manager console in the 'Notes' field
• Click 'Create'
A draft quote will be generated at the Quote Manager console.
• Clicking the 'Quote#NN' link will open the draft quote in the Quote Manager console interface and the
details will be displayed under the 'Private Notes' section.

Creating Knowledge Base article from a ticket
The Knowledge Base is an important feature in Service Desk, which helps users to refer to the solutions of
frequently occurring issues before creating a ticket. In addition to helping users to solve issues themselves, it can
reduce staff workload. Service Desk allows staff members to add a ticket to the Knowledge Base from the 'action'
pane.
• Open the 'Tickets' interface and click any ticket to open the 'Ticket Details' interface.
• Click the 'Create KB Entry' button

The FAQ screen will be displayed. This screen allows staff members to select the FAQ category under which the
ticket should be placed, add to help topics and choose to make this either 'Public' or 'Internal'. Refer to the section
FAQ for more details.
Printing a Ticket
• Open the Tickets interface and click on any ticket to open the 'Ticket Details' interface.
• Click the drown-down button beside 'Print'
• The option to print the ticket with or without internal notes will be displayed:
• Select the appropriate option and a PDF of the selected ticket will be generated and displayed in a new tab:

• Click the 'Print' icon located at the top right of the PDF viewer.
• For ticket print options, click the 'Print' button
The 'Ticket Print Options' dialog will be displayed:
• Print Notes: Select if internal notes and comments should be included in the print

• Paper Size: Select the size and click the 'Print' button.
Editing a ticket
• Open the 'Tickets' interface and click any ticket to open the 'Ticket Details' interface.
• Click the 'Edit' button
If the bill timer is running, select the option whether the time spent is billable or not.
The 'Update Ticket' screen will be displayed.

User Information
This detail is automatically fetched from the system and staff members can change the user details.
• User: The name of the user and email address that raised the ticket or on whose behalf the ticket was
raised.
• To change the user, click the 'Change' button beside the 'User' name.

The 'Change user for ticket' dialog allows you to change the user in two ways:
• Creating a new user by clicking the 'Add New User' button and filling the form.
• Fill in the details of the new user and click 'Add User'.
You can also change the user by clicking 'More' > 'Change Ticket Owner' from the Ticket Details interface. See the
explanation of changing ticket owner for more details.
Ticket Information

The information in this section is fetched automatically from the system.
• Ticket Source: The source via which the ticket was raised.
• Help Topic: The help topic chosen for the ticket at the time of creating it.
• SLA Plan: The SLA plan assigned for the ticket depending on the settings done by the administrator.
• Time Spent: The total time spent so far on the ticket.
• Due Date: Allows you to change the due date and time of the ticket. This overrides the period defined in the
SLA plan assigned to the ticket.
Ticket Details
This information is fetched automatically from the 'Ticket Details' built-in form and filled at the time of creating the
ticket. The section will also show other custom form depending on the settings. Refer to section 'Manage Forms for
the ticket' for more details.
• Issue Summary: The summary of the issue that was entered at the time of creating the ticket.
• Priority Level: The priority level depending on the settings done by the administrator
• Asset Type: The category of asset that was selected at the time of creating the ticket.
• Category: The type of category selected while creating the ticket. The options available are 'Alert', 'Order'
and 'Problem'.
• Sub Category: The information entered while creating the ticket.
Internal Note
The Internal Note area allows you to enter the reason for updating the ticket details.
• Click the 'Save' button
To close/reopen a ticket
• Click the 'Close' or 'Reopen' button depending on whether the ticket is in closed or open status.
The respective internal note screen will be displayed.
• Click the Close button after entering the
reason.
• Click the Reopen button after entering the
reason.
To delete a ticket
• Click the 'Delete' button

• Click 'OK' in the confirmation screen.
Please note when a ticket is deleted, it cannot be recovered.
To pause/resume a ticket
• Click the 'Pause' or 'Resume' button depending on its statuses.
The respective internal note screen will be displayed.
• Click the Pause button after entering the
reason.
• Click the Resume button after entering the
reason.
Changing the ticket owner
• Click the 'More' button and choose 'Change Ticket Owner'.

The 'Change user for ticket' will be displayed.
The 'Change user for ticket' dialog allows you to assign the ticket to a new owner in two ways:
• Creating a new user by clicking the 'Add New User' button and filling the form.

• Fill the details of the new user and click 'Add User'.
Self-assigning a ticket
Tickets can be claimed by a staff member in two ways. If the 'Claim on Response' setting is enabled in Ticket
Settings screen, then an unassigned ticket will be automatically assigned to the responding staff member. The other
method is to click the 'Claim' button in the ticket details screen.
To claim a ticket to be assigned to you
• Click the 'Claim' button
• In the confirmation screen, click the 'OK' button.

Service Desk (ITSM) Software - User Manual

Service Desk (ITSM) Software - User Manual

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