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

Email Management

Click 'Admin Panel' > 'Emails' to access the email management sections.

• Emails - Specify your support email addresses. Service Desk can automatically create tickets from the emails sent to these addresses. The addresses can also be used to send system emails. Examples include welcome emails and notifications.

• Addresses you added here will be available in Settings > Email Settings and Options for you to select as system and alert addresses.

• Banlist - Mail from banned addresses is automatically rejected.

• Templates - Define templates for alerts, announcements, ticket acknowledgements, and more.

• Diagnostic - Send test mails to check whether your SMTP settings are valid.

Service desk can also send notifications in batches after a certain period of time, or after a certain quantity of notifications has built up. Please contact your account manager if you wish to enable this feature.

• Click 'Admin Panel' > 'Emails':  
  

New emails are fetched every 3 minutes if you are logged into Service Desk. If you are not logged in then mail is fetched every ten minutes.

See the following sections for more help:

• Setup your support mail addresses

• Banned emails addresses
  

• Email templates

• Test outgoing email settings