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

Manage Service Desk Components

• The 'Manage' section lets you configure various important Service Desk settings:

Click the following links to find out more about each component:

• Tickets Categories: Ticket categories are help topics that you present to end-users on your support portal. The categories let users select the area with which they need help. Example categories you could create are ‘Billing support’, ‘Account problems’, ‘Workstation issues’ etc. You can route tickets to a particular department or staff member based on the category chosen. See Tickets Categories.

• Ticket Filters: Ticket filters are rules which implement specific actions on tickets if certain criteria are met. See Ticket Filters for more details.

• SLA Plans: Service Level Agreement (SLA) plans define the period before which a ticket should be attended and closed. Administrators can also configure warning level alerts if a SLA is breached. See Service Level Agreements for more details.

• API Keys: Сomodo Dragon applications like Endpoint Manager and CRM can automatically submit tickets to Service Desk when certain events happen. API keys are used to authenticate the legitimacy of these ‘auto-submitted’ tickets. See API Keys for more details.

• Pages: Manage the pages which appear on your customer-facing support portal. See Client Portal Pages for more details.

• Forms: Forms are used in various Service Desk interfaces to collect information from end-users, customers and your company. For example, the contact form collects a new user’s name, email address and phone number. See Forms for more details.

• Lists: Lists are used to populate drop-down menus on a form. For example, if your form asks a user their operating system, then the list contains items like ‘Windows’, ‘Linux’, ‘Mac OS’, ‘iOS’, ‘Chrome OS’, etc. See Custom Lists for more details.

• Assets: An asset is an item or service that staff add to a ticket. You can charge specific rates for work done on certain assets. For example, a 'Printer' may be one of your assets. You could charge a different rate for work done on printers than you would, say, for work on a server.
  

• Materials: Add and manage materials like components, consumables and/or other expense types for adding to tickets.
  

• Charging: Charging plans let you define your default hourly rate for support work. You can also set up variable rates for work on specific assets, or work of a specific type (remote, on-site, telephone). You can create multiple charging plans and apply them to different customer contracts as required. See Manage Charging Plans for more details.