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 6 - Enroll Users

Click > 'Staff Panel' > 'Users' > 'User Directory'

• 'Users' are the individuals who submit tickets to your support team. They can submit tickets via your support center, by email, or direct from an Endpoint Manager device.

• Your client portal URL has the format https://company-name.servicedesk.comodo.com.

• Users that self-enroll will be sent an account activation mail

• Admins can also manually enroll new users:

• Click 'Staff Panel' > 'Users' > 'User Directory' > 'Add New User' OR 'Import'

• All users, whether self-enrolled or manually enrolled, can be added to customer companies as explained in step 7.

• You can set the default registration method for manually enrolled users in 'Admin Panel' > 'Settings' > 'Users'. See the online help page at https://help.comodo.com/topic-457-1-990-14497-User-Registration-Settings.html for more details.

• This section explains how to add individual users:

Enroll new users

• You can add users individually or import them from a .csv file.

• Users must be registered in order for them to login Service Desk to create and track tickets.

• You can assign users to customers in the 'Customers' screen (‘Staff Panel’ > ‘Users’ > ‘Customers’).

• Add individual users

• Import users from .csv

Add individual users

• Open the 'Staff Panel'

• Click 'Users' > 'User Directory'

• Click the 'Add New User' link:

The fields available in the form shown above are fetched from the built-in contact information. Contact information can be configured in 'Admin Panel' > 'Manage' > 'Forms' > 'Contact Information'. Seehttps://help.comodo.com/topic-289-1-625-7872-Forms.htmlfor more details.

Email Address: Enter the email address of the user. After registration, this email address acts as their username to log into your support portal.

Full Name: Enter the user’s first and last names.

Phone Number: Enter the user’s contact number.

Internal Notes: Type any remarks you feel you need to add about the user.

Register with Default Settings: Enable to enroll the user with the default registration method. Disable to register with a different method.

• You can view/change the default registration method at ‘Admin Panel’ > ‘Settings’ > ‘Users’. See https://help.comodo.com/topic-289-1-625-12704-User-Registration-Settings.html if you need more help with this.

• It may be ‘Register users manually’, ‘Register users with an activation mail’, or ‘Register with a temporary password’.

• Register users manually - The user is initially added a guest and needs to be manually registered afterwards. You can register a guest as follows:

• Click ‘Users’ > ‘User Directory’ > click on the name of the guest > Click the ‘Register’ button

• See Register a user for more details.

• Register with activation email - The user is initially added as a guest and sent a mail which contains a link to register their account.

• The link leads to your support web portal where the user will create a password and so register their account. After registration, the user can login and manage/view their tickets.

• Register with a temporary password - Create a temporary account password which registers the user immediately.

• You need to send the password and URL of your support portal to the user. This allows them to login and manage their tickets.

• 'Require password change on first login' - Enable to force the user to create a new password after first login (recommended):

• Default User Timezone - Select the time zone to which the user belongs from the drop-down

• Click 'Add User'.

The user is added as a guest or registered user depending on the registration method. Once registered, you can manage their account and assign them to a customer company.

Import users

• Open the 'Staff Panel' if it isn't open already (last link in the left-hand menu)

• Click 'Users'

• Click 'Import' at the top

There are two ways to import users:

1. Copy Paste - Import users with name and email address only.

• Enter the user's full name, followed by a comma, then their email address.

• Add more users in subsequent lines.

• Click Import Users' to add the users as guests.

2. Upload - Import users from a .csv file. More details can be added about a user with this method. 

• Create a .csv file of users that you want to import. The file should have the following column headers:  

Email,Name,Phone,Notes,"Customer ID (Optional)

• Each line should contain the contact information of a single user
  

• Save the .csv, then click 'Browse' to upload the file to Service Desk:

 

Tip : Click 'Example CSV File' to download a sample file.

Depending on your settings, imported users will be added as guests, or their account activation started.

You can configure default registration settings in 'Admin Panel' > 'Settings' > 'Users'. See https://help.comodo.com/topic-289-1-625-12704-User-Registration-Settings.html if you need further help with this.