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

Setup your Support Email Addresses

 

Click 'Admin Panel' > 'Emails' > 'Emails'

• End users can create tickets by sending an email to your support address. The 'Email Addresses' area lets you add and manage your support email addresses. All messages sent to these addresses are converted to a support ticket and automatically assigned to a particular department.

• The addresses you add here are also available for selection in Settings > Email Settings and Options as the addresses from which system emails are sent.

• The default notification address which ships with Service Desk cannot be deleted or edited. However, you can create your own addresses which can, of course, be edited or deleted. You can edit, but not delete, addresses which are currently being used to send system and alert emails.

• There are two ways you can setup email fetching:

• Fetch emails via forwarding - Service Desk generates a unique forwarding address for your account. You add a rule to your mail server to forward support emails to this address. Mails sent to the forwarding address are converted into tickets.

• Fetch emails via IMAP or POP - Service Desk collects support emails direct from your mail server then converts them into tickets.

• Prerequisite – In order for Service Desk to create tickets from emails, you must first enable email fetching at the 'Email Settings and Options' interface..

• Click 'Admin Panel' > 'Settings' > 'Emails'.

• Select the 'Enable' option beside 'Email Fetching'

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

• See Email Settings and Options to read more

The email address area

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

• Click 'Emails' > 'Emails'

• The interface lists all existing support email addresses and allows you to create new addresses:
  

• Email: The name specified for the email address and the email address

• Priority: The criticality level assigned to tickets created by emails received at this address

• Department: The department that the ticket is assigned.

• Created: The date on which the email address was added

• Last Updated: The date and time the email was most recently edited

Click a column header to sort items in ascending/descending order.

The 'Email Addresses' interface lets you:

• Add a new support email address

• Remove unwanted addresses

Add a new email address

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

• Click 'Emails' > 'Emails'

• Click 'Add New Email':

The 'Add New Email' form contains the following areas:

• Email information & settings

• New ticket settings

• Account login information

• Fetch email via forwarding OR Fetch email via IMAP/POP

• SMTP settings

Email Information & Settings

• Email Address: Enter the email address to which users should send support requests. Service Desk will automatically convert mails sent to this address into tickets.

• You can only have one instance of each email address on this page.  

• You should setup multiple addresses if you want to assign specific mails to specific departments or categories. For example, general-inquiries@my-company.com, account-questions@my-company.com, server-issues@my-company.com, enterprise-support@my-company.com, etc. 

• Email Name: Enter a unique name to identify the address. For example, ‘Front Desk Support Requests’.

New Ticket Settings

• Department: Assign tickets sent to this email address to a specific department. If you don’t choose a department then the ticket is assigned to the default department. You can set the default department at ‘Admin Panel’ > ‘Settings’ > ‘System’. See Departments to read more.

• Priority: Choose the criticality of tickets which were created from mails sent to this address. For example, Low, Normal, High.

• Category: Choose the ticket category assigned to tickets created via this email address.

• Ticket categories are broad support topics such as ‘Billing’, ‘Account changes’, ‘Technical Support’ and so forth. You can setup ticket categories at 'Admin Panel' > 'Manage' > 'Ticket Categories'.

• These categories are usually presented to users to help them more easily select the area with which they need help. For example, your customer-facing help page might have a menu which says 'Please select the area we can assist you with'.

• You might want to assign the ticket to a category IF you intend for it to be handled by a specific department. If so, then please make sure you have created separate (corresponding) email addresses for each category in ‘Admin Panel’ > ‘Emails’ > ‘Emails’.

• See Ticket Categories to read more on this.

• Auto-Response: Auto-responder mails are sent to users to confirm that you have received their support request. Select this option if you don’t want to send these automatic responses.

Email Login Information

• Username: The username of the email account. This is usually the same as the email address

• Password: The password for the email account
  

Service Desk uses the account credentials to fetch incoming mail via IMAP/POP, and to send responses via SMTP.

 

Fetch Email via Forwarding

• Use this option if you want Service Desk to create tickets from mails forwarded to a specific address

• Service Desk automatically generates an address for you to use:

• Configure your mail server to forward mails to the address in the ‘Email Address’ field to the forwarding address.

• Mails sent to the forwarding address are converted into tickets.

Note: To confirm that you can receive mail at the forwarding address, some mail boxes send a verification code to the new address. This verification code should be pasted in the mailbox configuration page. You can view the verification code sent by your mailbox as a ticket in the 'Tickets' interface: Open the 'Staff Panel' then click 'Tickets' > 'Open' on the left You should see a new ticket which contains the verification code Copy the verification code and enter it in the mail box configuration page

Fetch Email via IMAP or POP

• Use this option if you want Service Desk to collect support emails direct from your mail server. Service Desk will convert mails received from the support email address into tickets.

• You need to specify the hostname, port and protocol of your mail server.

Send Email via SMTP

• Use this option if you want Service Desk to send outgoing mail, like auto-responses, from the address specified in the email address field.

• You need to specify the hostname and port number of your SMTP server:

Internal Notes

• Add any notes related to the email address for internal purpose

• Click the 'Submit' button

If the status in the incoming and outgoing mail settings are enabled, then the Service Desk will check all the parameters and if found correct, the email address will be added to the list.

Edit an email address

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

• Click 'Emails' > 'Emails'

• Click on the email address you want to update.

The update process is similar to adding a new email address. See above if you need help with this.

 

Remove unwanted addresses

Note – You cannot remove an address if it is set as the default for receiving alerts. Click 'Admin Panel' > 'Settings' > 'Emails' to change the 'Default Alert Email' address.

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

• Click 'Emails' > 'Emails'

• Select the addresses you want to remove then click 'Delete Email(s)'

• Click 'Yes. Do it!' to confirm removal.