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

Autoresponder Settings

Click 'Admin Panel' > 'Settings' > 'Autoresponder'

• An autoresponder is an email which is automatically sent to users immediately after certain events. For example, autoresponders are sent to users after they submit a ticket to confirm receipt of their request.

• You can also send out autoresponders when staff create a new ticket, when a new reply is posted to a ticket, and when a user exceeds the maximum number of open tickets.

• The 'Autoresponder Settings' interface lets you choose global autoresponder settings

• You can also choose autoresponder settings for specific ticket categories, departments or email addresses. Category / department / email settings override the global setting.

• You can view and edit the content of autoresponders at 'Admin Panel' > 'Emails' > 'Templates'.

• See Email Templates for help to create and manage email templates.

Configure global autoresponder settings

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

• Click 'Settings' > 'Autoresponder'

• New Ticket: A confirmation email is sent to users immediately after they submit a new ticket. This might be over-ridden by category specific responder settings.

• See Ticket Categories to read more about categories.

• New Ticket by Staff: A confirmation email is sent to users after a staff-member creates a ticket on their behalf. Note - staff have the option to disable the responder when creating the ticket.

• See Create a new ticket on behalf of a user for more on this.

• New Message: Emails sent out when a new comment/reply is posted to a ticket.

• Submitter: Send receipt confirmation - A confirmation mail is sent to the person who posted the reply.

• Participants: Send new activity notice – All collaborators on the ticket receive email notification of the new post.

• Overlimit Notice: Notifies the user that their ticket was rejected because they already have the maximum number of open tickets. You can set the max. number at ‘Admin Panel’ > ‘Settings’ > ‘Tickets’.

• See Ticket Settings and Options if you want to read more about ticket settings.

Click 'Save Changes' for your settings to take effect.