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Service Desk - Quick Start Guide

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Service Desk - Quick Start Guide > Step 9 - Manage Tickets
  • Service Desk - Quick Start Guide
    • Step 1 - Login To The Admin Console
    • Step 2 - Create New User Roles (optional)
    • Step 3 - Create New Departments (optional)
    • Step 4 - Add New Support Staff
    • Step 5 - Add Ticket Categories
    • Step 6 - Enroll Users
    • Step 7 - Create New Customers And Assign Users To Customers
    • Step 8 - Create Service Contracts For Customers
    • Step 9 - Manage Tickets
    • Step 10 - Manage Knowledgebase
    • Step 11 - Access Control Settings
    • Step 12 - Configure Auto-response Emails
    • Step 13 - View Reports
  • About Comodo Security Solutions

Step 9 - Manage Tickets

 

Click 'Staff Panel' > 'Tickets' to view tickets sent in by users:



 

  • Use the menu on the left to filter tickets by status. Filters include 'Open', 'Answered', 'Unassigned', 'My tickets', 'Overdue', 'Closed' and 'Paused'. You can customize the columns shown in each view. See http://help.comodo.com/topic-289-1-625-7854-Manage-Tickets.html to know more.
  • Click any ticket number to open the ticket's detail page.
  • The details page lets you view ticket history, reply to the ticket, reassign it, add materials, and more.



    • The structure of your tickets can be customized to your requirements in 'Admin Panel' > 'Settings' > 'Tickets'. For more details on how to configure tickets, see https://help.comodo.com/topic-289-1-625-7861-Ticket-Settings-and-Options.html.

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