Comodo One

• Introduction To Service Desk Module
  • Quick Start
  • Login To The Service Desk Module
• Service Desk Admin Panel
  • Admin Panel Dashboard
    • View The Dashboard And Export Reports
    • View Alerts & Notifications
  • Service Desk Configuration
    • Company Profile And Support Portal Settings
    • Service Desk System Settings
    • Ticket Settings And Options
    • User Registration Settings
    • Email Settings And Options
    • Access Control Settings
    • Knowledge Base Settings And Options
    • Autoresponder Settings
    • Configure Alerts And Notices
    • Configure Two Factor Authentication
  • Manage Service Desk Components
    • Ticket Categories
    • Ticket Filters
    • Service Level Agreements (SLA)
    • API Keys
    • Client Portal Pages
      • Configure Your Support Center Page
    • Forms
    • Custom Lists
    • View And Manage Asset Types
    • Manage Materials And Expense Items
    • Manage Charging Plans
  • Email Management
    • Setup Your Support Email Addresses
    • Block User Email Addresses
    • Email Templates
    • Test Outgoing Email Settings
  • Manage Time Sheets
  • Manage Staff
    • Staff Members
    • Staff Roles
    • Departments
    • Time Sheet Templates
    • Material Approval
  • Manage Announcements
  • Generate Reports
    • Time Log Reports
    • Ticket Report
    • Asset Report
    • Service Types Reports
    • Department Ticket Reports
    • Agent Reports
    • Users Reports
    • Resource Appointment Reports
    • Scheduled Reports
  • Finance
    • Generate Cost Reports
    • Manage Contracts
• Service Desk Staff Panel
  • Staff Panel Dashboard
    • View The Dashboard And Export Reports
    • View Staff Members
    • My Profile
  • Manage Users And Customers
    • Manage Users
    • Manage Customers
  • Manage Tickets
    • Ticket Details
  • Manage Knowledgebase
    • FAQs
    • Manage FAQ Categories
    • Canned Responses
  • Manage Projects
  • Manage Staff Time Sheets
  • Manage Calendars
• Appendix 1 - Field Types In Custom Forms And Custom Lists
• Appendix 2 - Ticket Priorities
• Appendix 3 - How Charging Works In Service Desk
• About Comodo Security Solutions

Service Desk System Settings

• The system settings area lets you configure your support page, the default department to which tickets are routed, your business hours, and more.

System Settings

• Open the admin panel (see the last link on the left)

• Click 'Settings' > 'System'

• Helpdesk Status: Put your customer facing support portal online or offline.

• Helpdesk URL: States the URL of your support portal. This was created at setup and is included in support emails to direct users to your help desk. They can submit tickets and read FAQs/knowledgebase articles at your help desk.

• Helpdesk Name/Title: The 'title' of your support site. This will appear as the label of your site in your user's browser and bookmarks.

• Default Department: Choose the default department for new tickets and staff members.

• Tickets are assigned to the default department if they are not explicitly assigned to a different department. Tickets can be routed to a department by the ticket category, by email settings, or by a ticket filter. See Ticket Settings and Options and Departments for more details.

New staff that you add via Comodo One are assigned to the default department. You can change their department in 'Admin Panel' > 'Staff' > 'Staff Members'. See Update a staff member in Staff Members for more details.

• Default Page Size: Choose the number of tickets shown per page in the tickets screen (‘Staff Panel’ > ‘Tickets’). Staff can also customize this for their own account in 'My Preferences'. See My Profile for more details.

• Default Log Level: Choose the minimum issue severity that should be recorded in the system log. The options are 'Debug', 'Warn', and 'Error'. 'Debug' is the lowest severity and 'Error' is the highest. Choose ‘Debug’ to log all issues. Note - admins cannot view the system log in Service Desk. Please contact your account manager if you need to view the log.

• Default Name Formatting: Choose the format used for people’s names throughout the system. Email templates will use this format unless a different format is specified in a variable. See Email Templates for more details.

• Default Currency: Choose the currency you want to use in your Service Desk deployment. This currency will be used in contracts, charging plans, and for assets / materials added to a ticket.

• Contracts – Click 'Staff Panel' > 'Contracts'. See Manage Contracts to learn more.

• Charging plans – Click 'Admin Panel' > 'Manage' > 'Charging'. See Manage Charging Plans to learn more.

• Materials – Click ‘Admin Panel’ > ‘Manage’ > ‘Materials’. See Manage Materials and Expense Items to learn more

• Assets - Click ‘Admin Panel’ > ‘Manage’ > ‘Assets’. See View and Manage Asset Types this wiki to learn more

Date and Time Options

Service Desk adheres to the time zone set in the Comodo One console.

• Open C1 > Click your username at top-right > click ‘Settings’ > ‘Change Local Settings’

• See https://help.comodo.com/topic-289-1-716-8485-Configuring-C1-Settings.html if you need more help.

Business Hours

Enter the start and end times of your working day, for every weekday that your company works. For example, ‘09.00’ to ‘17.30’.

These business hours are used in service level agreement (SLA) time calculations.

• For example, say an SLA defines issue resolution time as 12 hours, and your business hours are set at 8.00 AM - 4.00 PM, Monday - Friday.

• If a ticket is submitted on a Sunday, the SLA will start counting on Monday morning at 8.00 AM and will count until 12 pm Tuesday. If the issue is not solved by Tuesday 12 pm then you have breached the SLA.

• See Service Level Agreements for more details.

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