Xcitium Platform

• 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 4 - Add New Support Staff

The next step is to add new staff members. Staff are the personnel who will respond to support tickets from end-users.

• You can add staff in the Comodo Dragon (CD) portal at https://platform.comodo.com/app/login:

• Click 'Management' > 'Staff' > '+ New Staff' in the Comodo Dragon interface.

• Staff created in CD are available in Service Desk and all other CD products (Endpoint Manager, Quote Manager etc).

• Staff created in CD are assigned to the 'default department' in Service Desk. You can assign staff to different departments as required.

• There are two types of roles - Service Desk roles and Comodo Dragon roles.

• Staff are initially given the same role in Service Desk as they have i CD.

• You can change this role in Service Desk at any time.

• The role you assign to them in Service Desk will not affect their role in CD.

• Click 'Management' > 'Staff' > '+ New Staff' in the Comodo Dragon interface to get started:

• Click 'New Staff' at top

• Name - First and last name admin/staff member.

• Email - The email address of the admin/staff member. The verification email for the admin/staff to activate their account will be sent to this email address.

• Role - Select the role of the staff from the drop down. You can always change this later if required.

• Click the 'Save' button.

A confirmation is shown as follows:

A confirmation mail is sent to the user containing an account verification link. Users will click the link to verify their account then create a Service Desk password.

Change staff role and department

• Click 'Admin panel' > 'Staff' > 'Staff Members'

• Click the name of the staff member.

The 'Update Staff' screen allows you to edit staff details:

• Role - Service Desk role, as inherited from Comodo Dragon.

• Select a new role if required from the drop-down.

• Click 'Admin Panel' > 'Staff' > 'Roles' to view and configure roles.

• Department - The department to which the staff member belongs.

• Staff members are initially added to the department set as 'System Default' in Service Desk.

• Select a new department for the staff member if required.

• Click 'Admin Panel' > 'Staff' > 'Departments' to view, add and edit departments.

• Click 'Save Changes' to update the staff member details.