Comodo One. Understanding Service Desk

January 27, 2017 | By Comodo

Comodo One. Understanding Service Desk

How to add a user in staff panel?

The “User Directory” under the “Users” tab lists all the Guests and registered users. The Staff members can add, edit and update the user details in the user directory. The users added here will be listed as guests. Alternatively, a non-registered user can be added as a guest user by raising a ticket in the web portal.

To add a user via User Directory follow below steps,

Step 1: Go to ‘Users’ tab.

User Directory

Step 2: The guest and registered users list will be displayed.

Registered users

Step 3: The User can be added in two methods in service desk:
1. Manual
2. Import

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To add User manually:

Step 1: Click the “Add User” link

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Step 2: The Lookup or create a user screen will appear. Fill the form,

1. Enter the Email Address of the user.
2. Give the Full name of the user.
3. Phone number and its extension.
4. Click ‘Create’ button.

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To add User using Import option

The user import option provides two different ways to add the user

1. Copy and Paste

Step 1: Click ‘Import’ button at the top.
Step 2: Click on ‘Copy and Paste’ tab.

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Step 3: Enter the name and the mail address and click import. The user will be added to the list.
Note: Several entries of users can be given in subsequent lines.

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Step 4: The user will be added to the list.

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2. Upload

Step 1: Click ‘Import’ button at the top.
Step 2: Go to ‘Upload’ tab.

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Step 3: Click the browse button to add the csv format file from your computer.N avigate to the folder where the file is present, select the file and click ‘Import’ button.

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Step 4: The user will be added to the list

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Step 5: The staff member can register a user:

i. Click a guest user from the User directory list.
ii. Click register icon and register dialog box appears. Fill the form and click ” Create Account”.
Note: If the “Send account activation email” is selected an activation mail will send to the user.

Step 6: The Activation of the user can be done in two ways,

  • Through a mail – When the user clicks the link send to their mail, the account will be activated and status will be changed to active.
  • Through Staff Panel – Follow the below steps to activate a user through a staff panel

1. Select a user from the list, click Manage account and go to Manage access tab.
2. Give a new password and set the account restrictions by selecting the required checkboxes of the Account flags.
3. Share the password with the user. Thus the user can access his account.

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How to create and use canned responses?

‘Canned Response’ allows a user to create a template message and it can be used by technicians for a quick reply to the customer in a ticket later.

Step 1: Go to Service Desk and choose ‘Canned Responses’ from ‘Knowledgebase’ tab menu

Step 2: Click ‘Add New Response’ icon

Step 3: Select the department from ‘Department’ drop-down that related to the issue of the ticket. Example: Support.

Keep the ‘Status’ as in the screen ‘Active’ if you would like to use the canned response immediately otherwise choose ‘Disabled’ from the Status field

Step 4: Fill the form for rest of the fields.

1. Enter the subject of the ticket in ‘Title’ text box. Example: Ticket Status Update on Demand
2. Enter generic response in the ‘Canned Response’ text area. Example: Please follow the details below for your ticket status.
3. Please attach any file in ‘Canned Attachments’ you would like to response to the customer with file or with image
4. Provide description of the Canned Response for your reference in ‘Internal Notes’ text area
5. Click ‘Add Response’ button

** Supported Variables, which are the variable for dynamic values based on the needs of the ticket change. Example, %{ticket.numer} is the variable to hold the particular ticket number.

Ensure you would have a system message that “Canned response added successfully” with background of green color span

Step 5: Select ‘Tickets’ from ‘Tickets’ tab menu.

Step 6: Enter the ticket number into the Search box and Click the ‘Search’ button. Example, 1350.

Step 7: Click on the subject line of the ticket.

Step 8: Click ‘Response’ field and Choose the preferred canned response from the drop-down. Example, Ticket Status Update On Demand.

Step 9: Click the button ‘Post Reply’

1. Ensure the body of the Canned Response is loaded there in the Text-Area. You can repeat choosing Responses you would like to combine more than one Response.
2. Uncheck the ‘Attachments’ you would like to not use it with the response now.
3. Ensure you receive system response after posting the reply. the response message would be ‘Reply posted successfully’ with green color background span.

How to Create FAQs and publish?

Technician can manage Frequently Asked Questions for their service using Service Desk . FAQs are organised under sub categories. Once FAQs are published , End user would be able to access them in web portal.

Step 1: Go to Staff panel > Knowledgebase. You will be directed to ‘FAQs’ tab.

Step 2: Click ‘Category’ name to create FAQ under it.


Step 3: Click ‘Add New FAQ’ button. You can see ‘Add New FAQ’ window now.

Step 4: Select options and fill details as below,

1. Question – Enter FAQ question.

2. Category Listing – Default category is which you have chosen. If you want to change category , please select from drop down list.

3. Listing Type – Choose any of the options below,

  • Public – If selected, FAQ can be accessed at end user web portal.
  • Private – If selected, FAQ cannot be accessed at end user web portal.

4. Answer – Please provide your detailed answer for the FAQ question.

5. Attachments – Browse files and folders to attach screenshots and other files related to FAQ answer.

6. Help Topics – Select existing help topics for FAQ to be linked. This will help end users to filter FAQs based on Help Topic they are referring .

7. Internal Notes – You can enter important notes related to the new FAQ in the ‘Internal Notes’ box.

Step 5: Click ‘Add FAQ’ button to apply changes.

Step 6: Check FAQ display at end user portal.

How to create FAQ category?

Service Desk FAQs are managed under categories. Please follow below steps to create new category,

Step 1: Click ‘Categories’ tab. Existing categories are listed here.

Step 2: Click ‘Add New Category’ button in the top. ‘Add New Category’ windows appears now.

 

Select options and fill details as below,

1. Category Type – Choose any of the below options,

Public – if selected, category can be accessed at end user web portal.

Private – if selected, category cannot be accessed at end user web portal .

2. Visible for role -Choose any of the below options ,

All – Select ‘All’ makes Category visible for all Service Desk Staff panel users.

Only Selected – Select ‘Only Selected’ makes category visible for Staff panel users who are under selected roles . You need specify roles for the access.

3. Category name – Enter name for the new category.

4. Category Description – Describe about new category here.

5. Internal Notes – You can enter important notes related to the new category in the ‘Internal Notes’ box.

6. Click ‘Add’ in bottom to apply changes

 

How to make FAQs internal?

Step 1: Go to Staff panel >Knowledgebase. You will be directed to ‘FAQs’ tab.

Step 2: Click ‘Category’ name where ‘FAQ’ require changes is located.

Step 3: You can see list of FAQs in the selected category. Choose FAQ need to be made as ‘Internal’.

Step 4: Check ‘Options’ menu in the bottom. Choose ‘Unpublish FAQ’ from drop down list.

Step 5: Click ‘Go’ button to apply changes.

Step 6 Check ‘FAQ unpublished successfully’ message.

How to check ‘Alerts and Notifications’ in Service Desk?

Important Notes: Alerts and Notices are automated email notifications sent to service desk technicians when various ticket events are triggered.

To set Admin Email address,please go through below steps,

1. Go to “Admin Panel”> “Settings” > “Emails” . You can see all options related to service desk email communication.
2. Enter administrator email address in “Admin’s Email Address:” option.
3. Click ‘Save Changes’ in the bottom to apply changes.

To set Department manager, please go through below steps,

1. Go to “Admin Panel”> “Staff” > “Departments” . You can see all available departments.
2. Click Department which requires update.
3. In “Manager” option, select technician from staff from drop down list.
4. Click ‘Save Changes’ button in the bottom to apply changes.

To set Organization Account Manager, please go through below steps,

1. Go to “Staff Panel”> “Users”>”Organization” .You can see all existing organization.
2. Click an Organiazation to set Account Manager
3. Click Organization name. Window dialog box containing “Fields” and “Settings” tab will be opened.
4. Click “Settings” tab.
5. In “Account Manager” option, select technician from staff from drop down list
6. Click ‘Update Organization’ button in the bottom to apply changes.

  • Check ‘Alerts and Notifications settings’ as below,

Step 1: Go to “Service Desk” > “Admin Panel” > “Settings” > “Alerts and Notices” tab. You can see all settings related to alert and notices.

Step 2: Click ‘Reset Changes’ button in the bottom to restore default settings and options.

Step 3: Administrator can modify settings as explained below,

New Ticket Alert – Alert sent out to technicians when a new ticket is created.

1. Status – Select option as mentioned below,

  • Enable – If selected , ‘New Ticket Alert’ becomes active.
  • Disable -If selected, ‘New Ticket Alert’ becomes inactive.

2. Admin Email – If selected notification email will be sent to admin email address.
3. Department Manager – If selected notification email will be sent to department manager email address.
4. Department Members – If selected notification email will be sent to all members in the department.
5. Organization Account Manager – If selected notification email will be sent to organization account manager

New Message Alert – Alert Email sent out to Technician when a new message from the User is appended to an existing ticket.

1. Status – Select option as mentioned below,

  • Enable – If selected , ‘New Message Alert’ becomes active.
  • Disable – If selected, ‘New Message Alert’ becomes inactive.

2. Last respondent – If selected alert will be sent to recently responded person in the ticket.
3. Assigned staff – If selected alert will be sent to technician to whom ticket assigned.
4. Department Manager – If selected alert will be sent to department manager email address.
5. Organization Account Manager – If selected alert will be sent to Organization Account Manager email address.

New Internal Note Alert – Alert sent out to technicians when a new Internal Note is appended to a ticket.

1. Status – Select option as mentioned below,

  • Enable – If selected , ‘New Internal Note Alert’ becomes active.
  • Disable – If selected, ‘New Internal Note Alert’ becomes inactive.

2. Last Respondent – If selected alert will be sent to recently responded person in the ticket.
3. Assigned Staff/Team – If selected alert will be sent to technician to whom ticket assigned.
4. Department Manager – If selected alert will be sent to department manager email address.

Ticket Assignment Alert – Alert sent out to technicians on ticket assignment.

1. Status – Select option as mentioned below,

  • Enable – If selected , ‘Ticket Assignment Alert’ becomes active.
  • Disable – If selected, ‘Ticket Assignment Alert’ becomes inactive.

2. Assigned staff – If selected alert will be sent to technician to whom ticket assigned.

Ticket Transfer Alert – Alert sent out to technicians on ticket transfer between Departments.

1. Status – Select option as mentioned below,

  • Enable – If selected , ‘Ticket Transfer Alert’ becomes active.
  • Disable – If selected, ‘Ticket Transfer Alert’ becomes inactive.

2. Assigned staff/Team – If selected alert will be sent to technician to whom ticket assigned.
3. Department Manager – If selected alert will be sent to department manager email address.
4. Department Members- If selected notification email will be sent to all members in the department.

System Alerts – Significant system events that are sent out to the Admin email address. Depending on the configured Log Level, the events are also made available in the System Logs.

5. System Errors – Service desk logs sent out to admin email address. Note: This option selected by default and cannot be modified.
6. SQL errors – If selected, SQL errors notification will be sent to admin email address.
7. Excessive failed login attempts -if selected, alert will be sent to admin email address when staff failed to login Service desk within specified attempts.

Step 4: Click ‘Save Changes’ button in the bottom to save the changes.

How to manage user web portal?

Service Desk allows end user to Report tickets, Check Ticket Status and access Frequently Asked Questions via Web portal. All necessary settings and options required to manage web portal are available in “Admin Panel”. Administrator can define their custom web portal settings using this help guide.

Step 1: Web portal Settings – To configure web portal please go through below steps
1. General Web Portal settings

1. Go to “Service Desk” >”Admin panel”> “Settings”> “System” tab.
2. Set following options:

  • Helpdesk Status:
    1. Online – If the status is changed to Online, the client web portal interface will be disabled.
    2. Offline – If the status is changed to Offline, the client web portal will be disabled.
  • Helpdesk URL: This URL is the based on your Comodo One configuration . It is used connect end-users to your help desk.
  • Helpdesk Name/Title: This name appears in browser tab when accessing web portal.
  • Default Department: Choose a default Department for tickets that are not automatically routed to a department.

2. Site Pages settings

1. Go to “Admin Panel” > “Manage”>” Pages” . You can see Landing Page, Offline Page and Thank you page in list.
2. Click ‘Concern’ page to alter content of that page.
3. Click “Add New Page” to create custom page.
4. When two or more pages are available for Landing or Offline or Thank you page, select page and click ‘Enable’ to make activate concern page.

Step 2: Web portal Access settings – To control end user access to the portal, go through the below steps,

1. Go to “Admin Panel”>” Settings” >” Access” tab- You can see option related to client access available in this section.

2. Registration Required – If Selected end user must register in portal to create ticket.

3. Registration Method – Choose any of the below options

  • Disabled – If selected end user registration will be disabled.
  • Public – If selected end user are allowed to register in web portal.
  • Private – If selected end user are not allowed to register in web portal. Staff have to register end users.

4. User Excessive Logins – Enter number of allowed end user login attempts with time lock details. End user login will be locked for specified time when maximum number of login attempts.

5. User Session Time out – Choose the maximum idle time (in minutes) before a User is required to log in again. If you would like to disable User Session Timeouts, enter 0.

6. Client Quick access – if enabled end user require email verification on “Check Ticket Status” page

7. Authentication and Registration Templates

  • Clients -This template used to send email to end users who successfully processed ‘Forgot password’ link for login issue. Click this template to change the message content.
  • Guest Ticket Access – This template used to send email to guest user who request to check ticket status. Click this template to change the message content.

8. Sign-In Pages

  • Clients Sign in Page – Click this template page to alter sign in page header.

9. User Account Registration pages

  • Please confirm Email Address Page -Edit this template to alter page shown to end user after completing registration form.
  • Confirmation Email – Edit this template to alter content of verification email sent to end user when their account has been created in the web Portal or by an staff on their behalf.
  • Account Confirmed page – Edit this template to alter the page shown to end user after their email address verified.

Step 3: Ticket Settings -To configure all settings related web portal tickets, please go through below steps,
General Ticket Settings –

 

1. Go to “Admin panel”> “Settings”>” Tickets” tab

2. Ticket IDs: Select any of the below options,

  • Sequential – If selected ticket will be generated with serial numbering system.
  • Random – If selected ticket will be generated with random numbering system.

3. Default SLA – Choose the default Service Level Agreement to manage how long a ticket can remain Open before it is rendered Overdue.

4. Default Priority – Choose a default Priority for tickets not assigned a priority automatically.

5. Default Asset Type -Choose default device type to be selected in the ticket. It can be changed by end user during ticket submission.

6. Default Help Topic – Choose default ‘Help Topic’ to be selected in the ticket. It can be changed by end user during ticket submission.

7. Maximum Open Tickets – Enter the maximum number of tickets a User is permitted to have open in your help desk.

8. Human Verification – Enable CAPTCHA on the web portal to verify an incoming ticket is the result of human activity.

9. Allow Client Updates – If enabled end users are allowed to update ticket from web portal.

10. Attachment

  • Allow attachment – If enabled service desk allows attachment upload in the tickets.
  • Online/Web attachment – If enabled end user are allowed to upload attachments.
  • Max User file uploads – Choose maximum number of files can be uploaded in a single ticket.
  • Maximum file size – Choose maximum size per file.
  • Accepted file types – Enter file extensions separated by commas to limit file types support in ticket. To enable all file format support enter Wild card(*) .

2. Help Topics settings – Help topics are used to apply predefined options and forward tickets to Service Desk staff.

1. Go to “Admin Pane” > “Manage”>” Help Topics”. You can see list of available help topics

2. Add help Topics: Enter “Add New Help Topic’ button in the top to add new help topic.

3. Disable Help Topic – Select help topic and click “Disable” button in the bottom to disable concern help topics.

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3.Ticket Form settings -Ticket form which needs to be filled at the time ticket creation can be altered in this settings.

1. Go to “Admin Panel” > “Manage” >” Forms” tab. You can all Service Desk forms in list.

2. Click “Ticket Details” form

3. Update form options available for Ticket Creation.

4. Click “Save Changes” button in the bottom to apply changes.

4. Asset Management – End user choose “Asset” in ticket for which issue ticket is being created . “Asset” reference in the ticket also used for billing purpose.

1. Go to “Admin Panel”> “Manage “> “Assets” tab. All asset types are listed here.

2. Click “Asset” type to enter billing cost per hour in US Dollars.

3. Click “Save Changes” button in the bottom to apply changes.

4. To add new asset type to the list, click “Add New Asset” button in the top.

Step 4: Knowledgebase settings – This settings allows you to enable FAQs access for end users

1. Go to “Admin Panel”> “Settings”> “Knowledgebase” tab.

2. Knowledge Base Status – Enable this setting to allow your users self-service access to your public knowledge base articles.

How to configure MSP Email settings?

MSP Admin should have to configure Email settings for Service Desk Logs, Alerts, Incoming and Outgoing Email Communications with the concern Users or Staffs to the Customer of the relevant ticket.

Step 1: Go to Service Desk and click ‘Admin Panel’ (Available only for Administrators) link

Step 2: Select “Emails” tab from under “Settings” tab menu

  • Fill the form “Email Settings and Options”

Step 3: Click on drop-down of “Default Template Set” to get the list of email template names and select the preferred one from the list. Example, Default Email Templates (HTML).

In case, you won’t like to use existing templates then please follow the link from the corresponding pop-up help screen to create a new template.

Step 4: Click on drop-down of “Default System Email” to get the list of email address (loading from ‘manage email addresses’) and select the preferred email id from the list to send email from the same email id. Example, sd-noreply@c1notifications.com.

In case, you would not like to use the existing email address then please update your valid email id in ‘manage email addresses’ table using the help link.

Step 5: Keep the drop-down value as “Use Default System Email (above)” on “Default Alert Email” field if you prefer system email address as alert email address otherwise please select another email id from the drop-down. If not exist, update your valid email address in ‘manage email addresses’ table (refer the help icon).


Step 6: Keep the email id exist in the field “Admin’s Email Address” if you prefer to use the registered email address with the administrator account. You may change the email address if you won’t like to prefer.

Step [7]: If you would like to allow IMAP/POP polling for configured and enabled Mail Boxes then check the “Enable” checkbox of “Email Fetching Enable” field.
Please follow the steps below to ensure that you have given valid information for incoming server settings of the email id which you have given for ‘Default Alert Email’ field

1. Select the ‘Emails’ menu from the ‘Emails’ tab
2. Select the email address that you have given for ‘Default Alert Email’ field from the page ‘Email Settings and Options’ (refer the image of the previous step – Step 6).

** Ensure the information from the section ‘Fetching Email via IMAP or POP’ are valid and given.

Step 8: Enable “Strip Quoted Reply”. If want to remove preceding correspondence between email communications.

Step 9: Enter the token into “Reply Separator Tag” text box indicating to the user to reply above the line.

Step 10: Choose “Emailed Tickets Priority” whether you would like the priority or importance of the user’ mails. This setting can be overridden by a Ticket Filter.

Step 11: If “Accept email from unknown Users” is enabled from “Accept All Emails” then the protocol allows all emails.

Step 12: “Accept Email Collaborators”. If “Automatically add collaborators from email fields” is enabled then adds email participants included in the To and CC fields as ticket collaborators.

Step 13: Default MTA – Default MTA takes care of email delivery process for outgoing emails without SMTP setting.

Step 14: Click ‘Save Changes’ button

  • Click ‘Reset Changes’ button if you want to reset the form “Email Settings and Options”

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Check you are notified by the system message with green color background span.

How to Manage My Time Sheet ?

My Time Sheet allows staff to report their work by the predefined basis of Weekly or Monthly.

Step 1: Go to Service Desk > ‘My Time Sheets’

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Step 2: Click ‘New Time Sheet’ icon

Step 3: Fill the pop-up form and click ‘Continue’ button.

The options and dependencies to complete above step as follow:

  • Period – Choose any item from the drop-down list
    Example: Weekly – Timesheet provide option to update your work log weekly – If you would schedule the Timesheet based on other list items from the drop-down

  • Click the ‘Calendar’ icon and choose any date from a week (When the Period is ‘Weekly’)

  • Template – Choose any item from the drop-down list. If you would prefer to create timesheet by your own style then you can skip the template selection
    Templates are loaded from Admin Control Panel [Admin Creates and Saves Templates for Staff]

Step 4: Click ‘Add New Line’ link from the ‘Activity’ table

Step 5: Fill the Activity pop-up form and click ‘OK’ button

  • Activity – Enter the Activity Name you prefer for your task
    Click over any field that remains in the form to update Hours or Minutes or Seconds that you have spent for the task on the day and click ‘Done’ button to save the Time on the form [Choose Time].

  • Click ‘OK’ button from the Activity form
  • Once complete the Step 5, check Activity Table that has the entry

Step 6: Click ‘Submit’ button to directly submit the report to your Authority.

If you would like to submit the report later then click the Save button to save the report there.
If you prefer to update the report, there is the button ‘Update Ticket’s Data’ to modify your report when required.

Once you submit your report status will be changed into ‘Awaiting’ and you get a system message to confirm the submission

  • Check your Time Sheet Status that changes based on your Authority’s action
    • Time Sheet Status – Check at the Status Column of the Table
    • Not Submitted – Which means that you did not yet submit the report to the concern Authority
    • Rejected – Which means that your report has been rejected to update again
    • Awaiting Approval – Which means that your Authority yet to check the timesheet
    • Approved – Which means that your authority approved the timesheet

Search the timesheets from the specific period if you would prefer now.

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