rat Comodo One Software Version 3.16 Service Desk Quick Start Guide Guide Version 4.6.110317 Comodo Security Solutions 1255 Broad Street Clifton, NJ 07013
Comodo Service Desk - Quick Start Guide This tutorial explains how Comodo One administrators can configure Service Desk to manage their support ticketing infrastructure. The guide covers basic setup, user groups, staff, ticket routing, help topics, custom forms and the knowledge-base 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 Help Topics Step 6 - Enroll Users Step 7 - Assign Users to Organizations and create new Organizations Step 8 - Create Service Contract for Organizations Step 9 - Manage Tickets Step 10 - Manage Knowledgebase Step 11 - Access Control Settings Step 12 - Configure Auto-response Emails Step 13 - View Reports Step 1 - Login to the Admin Console To access the Service Desk Module, login to C1 with your user name and password at https://one.comodo.com/app/login Once logged-in, click 'Licensed Applications' at the top then 'Service Desk' By default, Service Desk will open at 'Staff Panel' > 'Open Tickets'. You can switch between the Staff Panel and the Admin Panel by clicking the link at the bottom of the left menu: 2
Admins can also setup two-factor authentication of users for additional login security. See Setting up Two-Factor Login Authentication in the C1 admin guide for help with this. Step 2 - Create new user Roles (optional) Roles determine the access rights of staff members and administrators in Service Desk. You can add new roles and change the role of a staff member at any time, so you may skip this step for now if required. However, before adding new support staff members, you may wish to create custom roles for them. By default, service desk inherits three roles from Comodo One: Account Administrator Administrator Technician Staff members added through C1 will be imported into Service Desk with the role assigned to them in C1. You can change this role as required. You can assign one of the default 'Administrator' or 'Technician' roles to your new Service Desk staff. You also have the option to create custom roles with modified permissions: To create a new role Switch to the 'Admin Panel'. Click 'Staff' on the left then 'Role'. Click 'Add New Role' at the top. 3
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Enter the name for your new role Set access rights to features in the admin and staff panels for the entire user group assigned with the role. If you disable an item in either panel, it will not be visible to users in that group. Select the permissions and privileges that can be given to the members assigned with the role. The 'Department Access' section allows you choose which departments can be accessed by members with this role. Add admin notes if required then click 'Create Role' to add your new role The new role will be listed in the 'User Role' interface and can be applied to new staff members at any time. Step 3 - Create new Departments (optional) Tickets are always routed to a particular department. Staff members are assigned to departments and will attend to departmental tickets. By default, Service Desk ships with three departments - 'Maintenance', 'Support' and 'Sales'. The default department is 'Support'. If you make no changes, all staff are assigned to the support department and all tickets are assigned to the support department. You can route tickets to particular departments in Help Topics ('Admin Panel' > 'Manage' > 'Help Topics') and Ticket Filters ('Admin Panel' > 'Manage' > 'Ticket Filters') You can also create new departments as required. You can configure departments at any time, so you can skip this step for now if you wish. To create new departments Click 'Admin Panel' > 'Staff' > 'Departments'. Click 'Add New Department' at the top: 5
Create a name for your new department. This is the minimum required to create a department to which staff can be assigned. You can accept the rest of the default settings and properly configure the department later 6
if you wish. Select whether the department should be 'Public' or 'Private'. If 'Private' is selected, the name of the department will not be visible on the customer-facing web portal. It will only be visible to admins/staff members. Select the 'Select Level Agreements' for tickets assigned to this department. Refer to the online help page at https://help.comodo.com/topic-289-1-625-7869-service-level-agreements-(sla).html for more details. You can configure this later if required. Select the settings for outgoing emails. Refer to the online help page at https://help.comodo.com/topic-2891-625-7839-managing-emails.html for more details. Configure auto-response emails to users whose tickets are assigned to this department. Refer to the online help page at https://help.comodo.com/topic-289-1-625-7865-autoresponder-settings.html for more details. Select the recipients to whom alerts will be sent. Refer to the online help page at https://help.comodo.com/topic-289-1-625-7866-configuring-alerts-and-notices.html for more details. In the 'Role Access' section, select members of other roles who can access tickets assigned to the department. Step 4 - Add new support staff The next step is to add new staff members that will respond to support tickets from end users. You can add staff via the Comodo One (C1) portal at https://one.comodo.com/app/login. Staff created in the C1 portal will be available in Service Desk and all other C1 products (ITSM, Quote Manager etc). By default, staff members will be imported to Service Desk with the same role as assigned in the C1 portal. You can subsequently assign them a role in Service Desk without altering their role in the greater C1 application. To add staff, click 'Management' then 'Staff' in the C1 interface: 7
Staff List - Table of Column Descriptions Column Header Description Name The name of the administrator or staff member Email The email address of the administrator or staff member Verified Indicates whether the administrator or staff member has verified their email address by clicking the link in the verification email. Admins and staff can only login to C1 after verifying their email address and creating a password. Role Indicates the role assigned to a staff member. Each role can be configured to have different permissions to access Service Desk features and interfaces. Two-Factor Authentication Indicates whether or not a user has enabled two factor authentication. Two factor authentication can be setup in the C1 interface. See Setting up Two-Factor Login Authentication in the C1 admin guide for help with this. To add Administrators/Staff Click 'New Staff' at the top The 'New Staff' form will be displayed. Note: Staff with 'Admin' privileges can only be added by the account administrator. Enter the name of the Administrator or Staff in the 'Name' field. Enter the email address of the Administrator or Staff to which the verification email will be sent. Select the role of the staff from the drop down menu. Click the 'Save' button. A confirmation dialog will be displayed. 8
Click 'OK' A confirmation mail containing an account verification link will be sent to the user. After clicking the link, the recipient will be asked to set a unique password for accessing the Service Desk portal. Step 5 - Add Help Topics 'Help Topics' are categories which are presented to end-users to help them more easily select the area with which they need assistance. For example, your help page might have a menu which says 'Please select the area we can help you with', and offer topics such as 'Billing', 'Account Changes', 'Technical Support' and so forth. When combined with custom forms, help topics can route tickets to specific departments and can be used to gather better, more targeted information from end-users. Help Topics can also be given multiple 'stages', allowing you to set up a step-by-step process for dealing with requests on a particular topic. Each stage allows admins to define the department, priority, SLA and assigned person, helping you to route and prioritize the ticket at various phases of its life-cycle. To add a new help topic In the 'Admin Panel', click 'Manage' > 'Help Topics' then 'Add New Help Topic' in the 'Help Topics' screen 9
The 'Add New Help Topic' screen will appear. Under 'Help Topic Information', enter a name of the 'Help Topic' in the first field and select the required parameters from the options. Status: Select whether the help topic should be active or not Type: Select the option Public to make the help topic available in the client portal. If Private/Internal option is selected, then the topic will be available for admins/staff members only in the Staff Panel. Parent Topic: Select the parent help topic for this topic if required, from the options. Under 'New ticket options' select the form that should be presented to the user, the Thank you page that should be displayed and the response mail that should be sent. Custom Form: The form which the user will complete if they select this help topic. Custom forms can be tailored to gather specific information from a customer when they request help on a certain help topic. You can create and manage forms with custom fields from the 'Admin Panel' > 'Manage' > 'Forms' interface. For more details on managing forms, refer to the help page at https://help.comodo.com/topic-289-1-625-7872-forms.html. The 'Custom Form' drop-down allows 10
you to choose the custom form to be applied to the help topic. Thank-You Page: Select the Thank-You page that the user will be shown after opening a ticket under this help topic. The Thank-you page will be displayed for guest users only. Refer to the help page at https://help.comodo.com/topic-289-1-625-7871-client-portal-pages.html for more details about creating client portal pages. Auto-response: Choose whether or not an auto-response emails should be sent to the user for the ticket activities. For more details on managing templates for auto-response mails, refer to the help page at https://help.comodo.com/topic-289-1-625-7877-email-templates.html. For more details on granular configuration of auto-response settings at global level, refer to the help page at https://help.comodo.com/topic-289-1-625-7865-autoresponder-settings.html. For more details on granular configuration of auto-response settings at department level, refer to the help page at https://help.comodo.com/topic-289-1-625-7881-departments.html. Under 'Ticket Stages', configure the department to which the tickets with this help topic should be routed, SLA plan to be applied and the staff to whom the ticket is to be assigned at successive stages of its lifecycle. Click 'Stage 1' and choose the options from the respective drop-downs. To add more stages to the help topic, click 'Add Stage' and repeat the process. Click the 'Add Topic' button when done. The help topic will be visible in the web portal if it is 'Public' and users can select it at the time of ticket creation. Help topics that are 'Private' are visible to admins/staff members only. Refer to the online help page at https://help.comodo.com/topic-289-1-625-7867-help-topics.html for more details. 11
Step 6 - Enroll Users New users can create accounts then submit tickets at the client portal URL (e.g. https://coyote.servicedesk.comodo.com). Administrators can also manually enroll new users individually or in bulk from the Staff panel. All users, whether self-enrolled or manually enrolled, can be added to organizations as explained in step 7. To enroll new users To switch to the 'Staff Panel', click 'Staff Panel' link on the left menu Click 'Users' then 'User Directory' Service Desk allows you to add new users manually or by bulk import. To add users manually Click the 'Add User' link 12
Enter the user's name, email and phone number and click the 'Add User'. The new user will be created as a 'Guest'. To upgrade to full user account, click the 'Register' button. 13
Review the form details then click the 'Create Account' button. The status of the account will change to 'Locked (Pending Activation)'. An email will be sent to the user with an account activation link. The account activation page allows them to review their information and set a username and password: 14
After updating their profile, the status of the user account will change to 'Active (Registered)'. You can also import users from a.csv file by clicking the 'Import' button. The process of enrolling users is the same as explained above. Refer to the help page at https://help.comodo.com/topic-289-1-625-7853-managing-users-andorganizations.html for more details. Step 7 - Assign Users to Organizations and create new Organizations An organization is a customer entity, usually a company or business from whom you will accept tickets. 'Users' are the people who actually submit the tickets. You can assign users to organizations from the 'User Directory' interface. There are two options to create an organization: 15
Create an organization in the Comodo One Interface (preferred) Organizations that are added to C1 are fully managed, meaning they will available for selection in all integrated modules (Service Desk, RMM, Patch Management and ITSM). To create a company in C1, click 'Management' > 'Customer' > 'New Customer' Create an organization in Service Desk. Organizations created in Service Desk itself will not be visible in the C1 interface nor available to other C1 modules. To create an organization in Service Desk, click 'Staff Panel', > 'Users' > 'Organizations' > 'Add New Organization'. You can also create a new organization directly from a user's detail screen. To assign users to an organization In the 'Staff Panel', click 'Users' then 'User Directory' The list of users will be displayed. Click the user name that you want to assign an organization In the user details interface, click the link 'Add Organization' 16
In the 'Organization for <user name>' screen, search for the organization in the search field. You can assign the user to an existing organization, or create a new Organization and add the user to it. To add the user to an existing Organization, type the first few letters of the Organization name in the search field. After choosing an Organization, following confirmation dialog will appear: 17
Click 'Continue'. The user will be added to the organization and will be displayed in the 'User Details' screen. To add a new organization, enter the details of the organization under 'Create New Organization: Details on User organization'. 18
Refer to the help pages at https://help.comodo.com/topic-289-1-716-8483-managing-companies.html and https://help.comodo.com/topic-289-1-625-7888-managing-organizations.html for more details about the details to be entered on adding a new organization. Click 'Add Organization' The new Organization will be added to Service Desk and the user will be added to the new organization. To add a new organization Add organization from the C1 interface Add organization from Service Desk To add an organization from the C1 interface Note: The feature for adding and managing companies is available for C1 account that is registered as Managed Service Provider (MSP) as business type. C1 Enterprise account administrators can add organizations from the SD interface. Log in at https://one.comodo.com/app/login. Click 'Management' then 'Customer' from the drop-down option 19
The Customer interface displays the list of customer organizations added to Comodo One. Company List - Table of Column Descriptions Column Header Description Name The name of the company Contact Email Email address of the contact person of the organization. Address The address of the organization Postal Code The area postal code of the organization Description A short description of the organization To add an organization Click the 'New Customer' button from the 'Customer' interface The 'New Customer' form will be displayed. 20
Fill the details in the respective fields. Click the 'Save' button. Click 'OK' in the confirmation dialog. To add an organization from Service Desk From the Staff panel, click 'Users' then 'Organizations' Click 'Add New Organization' at the top 21
The 'Add New Organization' screen will be displayed: Name: Enter the name of the new organization. Web Domain: Enter the registered domain name for the organization. Address: The address of the organization. Phone: The contact number of the organization. Website: The URL of the organization's website. Internal Notes: Enter any notes regarding the organization. After completing the form, click the 'Add Organization' button to add the organization to Service Desk. Staff members can now configure its settings, users and billing rates. Refer to the online help page https://help.comodo.com/topic289-1-625-7888-managing-organizations.html at for more details. Step 8 - Create Service Contracts for Organizations Service contracts allow you to specify billing rates, contracted hours and fees for your customer organizations. Tickets that you work on for the company will reference the rates specified in the contract. Contracts can include: A weekly/bi-weekly/monthly/yearly fee Pre-paid service hours covered by the fee within the billing period Custom service rates for working on different asset types for that organization Time spent on tickets for the organization which fall within the number of pre-paid hours will be covered by the 22
contract fee. Hours which exceed the pre-paid hours will be charged at the customer-specific asset rate as specified in their contract. If no customer-specific rates are included in the contract, then the global rates for each asset type will apply. Global rates can be specified in the Manage > Assets interface. Refer to the online help page at https://help.comodo.com/topic-289-1-625-7842-viewing-and-managing-global-rates-for-assets.html for more details. For more details on the service contracts, refer to the online page at https://help.comodo.com/topic-289-1-625-11231-managing-contracts.html. To create a contract: Click 'Staff Panel' > 'Contracts', in the left-hand menu Click 'Add Contract' at the top 23
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The 'New Contract' form will open. General Information Contract Name - Enter a name for the contract Company - Choose the organization to whom the contract applies Contract Details - Enter a short description of the contract Start Date - Click the calendar icon to specify the date from which the contract is effective End Date - Click the calendar icon to specify the date that the contract ends. Contract Parameters Prepaid Hours - Enter the cumulative amount of non-chargeable hours that you will work for this company during the specified billing period. Work completed within this period will be covered by the service fee. This is optional. Fee - Enter the subscription fee you will charge the customer. This is optional. Billing Period - Enter the subscription period. The available options are: Weekly Bi-Weekly Monthly Yearly Unused Hours - Choose whether or not any pre-paid hours remaining for the organization in one billing cycle should be carried over to the next billing cycle Asset Rates Enter the hourly rates for working on different asset types for the organization. Staff can specify which assets they worked on in a ticket. If 'pre-paid hours' are defined in the contract then these rates will only apply to hours that exceed the pre-paid hours. If no pre-paid hours are included in the contract then these rates will apply to the entire time spent on their tickets. If no organization-specific asset rates are defined then the global rates will apply. Global rates can be specified in the Manage > Assets interface. Refer to the online help page at https://help.comodo.com/topic-289-1-625-7842-viewing-and-managing-global-rates-forassets.html for more details. Click 'Save' after completing the form. The new contract will be added and will take effect from the specified start date. Step 9 - Manage Tickets Tickets raised by users can be viewed and managed in the 'Tickets' section of the 'Staff Panel'. 25
The menu on the left allows you to filter tickets by ticket status. Filters include 'Open', 'Answered', 'Unassigned', 'My tickets', 'Overdue', 'Closed' and 'Paused'. Each interface provides a customizable column view. See 'https://help.comodo.com/topic-289-1-625-7854-managing-tickets.html' to know more. Click a filter to view all tickets with a particular status. Click any ticket number to open the ticket details page. The ticket details page allows you to view ticket history, reply to the ticket, reassign it, add materials and more. For details about how to manage tickets, refer to the online help page at https://help.comodo.com/topic-289-1-625-7854-managing-tickets.html. The precise 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-289-1-625-7861ticket-settings-and-options.html. Step 10 - Manage Knowledgebase The 'Knowledgebase' allows you to: Create a set of FAQs which will be shown in the customer portal to help end users find answers to common problems. Create a set of help categories. Categories are broad topics which are presented to users when they are creating a ticket. For example, your portal may ask 'Please select the area which you need help with', and 26
present 'Account Changes', 'Connectivity Problems' and 'Billing Issues' as the categories. The ticket can be routed to the appropriate department or staff-member based on the category. Create canned responses. Canned responses are pieces of text which can be quickly pasted into ticket replies. Click 'Staff Panel' > 'Knowledgebase' to open the interface. To publish an FAQ to the customer-facing web interface you need a public FAQ inside a public category: 1. Create an FAQ category. Individual FAQs must be assigned to a category. Go to 'Staff Panel' > 'Knowledgebase' > 'Categories' to view and edit available categories. If no suitable categories exist for your FAQ then you should create one. Make sure the category type is set to 'Public'. 2. Create your FAQ Go to 'Staff Panel' > 'Knowledgebase' > 'FAQs' > Click the category to which you wish you add your FAQ Click 'Add New FAQ' and write your FAQ into the form Select 'Public' as the 'Listing Type' Click 'Add FAQ' to publish to the customer portal. For more about creating FAQs, refer to the online help page at https://help.comodo.com/topic-289-1-625-7855managing-knowledgebase.html. Step 11 - Access Control Settings The 'Access Control Settings' interface lets you configure end-user authentication policy, system email templates and registration page templates. To open the interface: Click 'Admin Panel' > 'Settings' > 'Access' 27
For more details, refer to the online help page at https://help.comodo.com/topic-289-1-625-7863-access-controlsettings.html. Step 12 - Configure Auto-response Emails Email Settings and Options' lets you select the default emails that will be sent as notifications to end-users. Click 'Admin Panel' > 'Settings' > 'Emails' to view this interface You can add and configure new emails in 'Admin Panel' > 'Emails' > 'Emails' For more details refer to the online help page at https://help.comodo.com/topic-289-1-625-7839-managingemails.html. Step 13 - View Reports The reports area lets you generate on-demand reports on a variety of topics. Click 'Admin Panel' > Reports' to open the interface Reports can be exported to pdf or.csv and cover the following categories: Time Log 28
Cost Tickets Assets Department Tickets Agents (admins/staff members) Users Resource Appointments You can generate targeted reports according to a range of criteria, including by date range, organization, department, agent, ticket status, asset type and much more. You can also set up scheduled reports which are automatically generated at a specific time and sent to recipients of your choice. Please refer to the main guide for more information about other settings such as for Autoresponder, Alerts & Notices and more. 29
About Comodo The Comodo organization is a global innovator of cybersecurity solutions, protecting critical information across the digital landscape. Building on its unique position as the world's largest certificate authority, Comodo authenticates, validates and secures networks and infrastructures from individuals to mid-sized companies to the world's largest enterprises. Comodo provides complete end-to-end security solutions across the boundary, internal network and endpoint with innovative technologies solving the most advanced malware threats, both known and unknown. With global headquarters in Clifton, New Jersey, and branch offices in Silicon Valley, Comodo has international offices in China, India, the Philippines, Romania, Turkey, Ukraine and the United Kingdom. For more information, visit comodo.com. Comodo Security Solutions, Inc. 1255 Broad Street Clifton, NJ, 07013 United States Email: EnterpriseSolutions@Comodo.com For additional information on Comodo - visit http://www.comodo.com. 30