Xcitium Platform

• 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 Reports
    • 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 Admin Panel

The admin panel is Service Desk's command-and-control center, giving you an immediate overview of ticket statuses and letting you quickly configure settings, alerts, ticket categories, filters, reports, SLA plans and more.

Note: The admin panel is also available to staff members if they have the appropriate privileges. See Staff Roles for more details.

Once logged-in, administrators can navigate to different areas of the console by clicking the options on the left of the interface. Tool tips with guidance are available for most features.

Main Functional Areas

• Dashboard – A graphical summary of ticket activity. The dashboard shows tickets per-department and shows the statuses of tickets. The 'Notifications' screen displays alerts for new tickets and for ticket assignments. See Admin Panel Dashboard for more details.

• Settings – Configure settings for various components such as emails, tickets, knowledgebase, access, auto-responder, alerts & notices and more. See Service Desk Configuration for more details.

• Manage – Allows admins to manage ticket categories, filters, custom forms, site pages, SLAs,  API keys, custom lists, assets and materials. See Manage Service Desk Components for more details.

• Emails – Manage auto-response mails that are sent to users and admins/staff members. Configure email blacklists and manage email templates. See Manage Emails for details.

• Time Sheets - Allows admins to review and approve or reject staff time sheets. Time sheets are completed by staff members and detail the amount of time they spent on particular tickets. See 'Manage Time Sheets' for more details.

• Staff - Allows an administrator to manage staff members that provide support to users, create and manage Roles and Departments and assign staff members to them. See Manage Staff for more details.

• Announcements – Enables admins to manage announcement forms. Announcements are sent to staff members that are subscribed to announcements. See Manage Announcements for more details.

• Reports - Schedule and /or generate detailed reports for time log, cost, tickets, assets, queue, agents (admins/staff members) and users. See Generate Reports for more details.

• Finance - Allows the administrator to manage cost and contracts.

Various 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 screen, click the  button at top right or click anywhere in the screen.

To toggle between the Admin Panel and Staff Panel, click the Panel tab on the left of the interface.