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 Staff Panel

• The 'Staff Panel' lets staff (aka 'agents') manage tickets assigned to them, create new end-users, edit customers, manage knowledge-base items, manage projects and update their time sheets.

• Staff members are added by administrators through the Comodo Dragon portal. The permissions of a staff member are determined by the role to which they are assigned ('Admin Panel' > 'Staff' > 'Roles') and the department to which they belong 'Admin Panel' > 'Staff' > 'Departments').

• Staff Members that are given admin permissions can also access the admin panel.

Staff can navigate to different areas of the console by clicking the links on the left of the interface. Tool tips offering guidance are available for most features.

Main Functional Areas

• Dashboard - View a graphical summary of ticket activity, including assigned, closed and due tickets. . Tickets are also sorted by department, ticket category, staff member, source and priority. See Staff Panel Dashboard for more details.

• Users - Add/import users, and manage customers. The section also allows staff to assign users to customers. See Manage Users and Customers for more.

• Tickets - Manage tickets created by users (and tickets created by staff on behalf of a user). See Manage Tickets for more details.

• Knowledgebase - Create FAQs that can be hosted in the end-user web portal. Staff can also create canned responses that can be used when responding to a ticket. See Manage Knowledgebase for more details.

• My Time Sheets - Create time sheets, record work done at different time periods and submit to admins for approval. See Manage Staff Time Sheets more details.

• Calendars - Schedule appointments. e.g. for on-site visits. Appointments can be be shared with and tracked by other staff members. See 'Manage Calendars' for more details.

• Projects - Create task-orientated projects which span multiple tickets, departments and agents. See Manage Projects for more details.

Various interfaces display a tool tip button beside the features. Click the tool-tip to view quick help on the  feature.

Click the link at the bottom of the left-hand menu to switch between the admin and staff panels. This is only available to staff members that also have admin rights.