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Service Desk Administrator Guide with Examples - Comodo One

The guide covers basic setup and explains how to add user groups and staff, route tickets, create help topics, create custom forms and add support content such as FAQs and knowledge base articles. For more information, visit: https://one.comodo.com/<br>

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Service Desk Administrator Guide with Examples - Comodo One

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  1. rat Comodo One MSP Software Version 3.1 Service Desk Administrator Guide Guide Version 3.5.051116 Comodo Security Solutions 1255 Broad Street Clifton, NJ 07013

  2. Comodo One MSP - Service Desk - Administrator Guide Table of Contents 1 Introduction to Comodo One MSP 1 Introduction to Comodo One MSP.......................................................................................................................................... ..........................................................................................................................................4 4 1.1 Sign Up for An Account 1.1 Sign Up for An Account................................................................................................................................................ ................................................................................................................................................5 5 1.2 The Comodo One MSP Web Interface 1.2 The Comodo One MSP Web Interface......................................................................................................................... .........................................................................................................................12 1.3 Managing Administrators 1.3 Managing Administrators............................................................................................................................................ ............................................................................................................................................16 1.3.1 Admin Privilege Levels 1.3.1 Admin Privilege Levels....................................................................................................................................... .......................................................................................................................................22 1.4 Managing Companies 1.4 Managing Companies................................................................................................................................................. .................................................................................................................................................24 2 The Service Desk Module 2 The Service Desk Module.................................................................................................................................................... ....................................................................................................................................................28 2.1 Quick Start 2.1 Quick Start................................................................................................................................................................. .................................................................................................................................................................31 2.2 Logging-in to the Service Desk Module 2.2 Logging-in to the Service Desk Module........................................................................................................................ ........................................................................................................................50 3 Service Desk Admin Panel 3 Service Desk Admin Panel.................................................................................................................................................. ..................................................................................................................................................50 3.1 Admin Panel Dashboard 3.1 Admin Panel Dashboard............................................................................................................................................. .............................................................................................................................................52 3.1.1 Viewing the Dashboard and Exporting Reports 3.1.1 Viewing the Dashboard and Exporting Reports.................................................................................................... ....................................................................................................54 3.1.2 Viewing Alerts & Notifications 3.1.2 Viewing Alerts & Notifications............................................................................................................................. .............................................................................................................................56 3.2 Service Desk Configuration 3.2 Service Desk Configuration ........................................................................................................................................ ........................................................................................................................................57 3.2.1 Configuring Company Profile 3.2.1 Configuring Company Profile.............................................................................................................................. ..............................................................................................................................58 3.2.2 C1 Service Desk System Settings 3.2.2 C1 Service Desk System Settings....................................................................................................................... .......................................................................................................................60 3.2.3 Ticket Settings and Options 3.2.3 Ticket Settings and Options................................................................................................................................ ................................................................................................................................61 3.2.4 Email Settings and Options 3.2.4 Email Settings and Options................................................................................................................................ ................................................................................................................................63 3.2.5 Access Control Settings 3.2.5 Access Control Settings..................................................................................................................................... .....................................................................................................................................65 3.2.6 Knowledge Base Settings and Options 3.2.6 Knowledge Base Settings and Options................................................................................................................ ................................................................................................................72 3.2.7 Autoresponder Settings 3.2.7 Autoresponder Settings...................................................................................................................................... ......................................................................................................................................73 3.2.8 Configuring Alerts and Notices 3.2.8 Configuring Alerts and Notices........................................................................................................................... ...........................................................................................................................74 3.3 Managing Service Desk Components 3.3 Managing Service Desk Components.......................................................................................................................... ..........................................................................................................................75 3.3.1 Help Topics 3.3.1 Help Topics....................................................................................................................................................... .......................................................................................................................................................76 3.3.2 Ticket Filters 3.3.2 Ticket Filters...................................................................................................................................................... ......................................................................................................................................................80 3.3.3 Service Level Agreements (SLA) 3.3.3 Service Level Agreements (SLA)........................................................................................................................ ........................................................................................................................83 3.3.4 API Keys 3.3.4 API Keys........................................................................................................................................................... ...........................................................................................................................................................86 3.3.5 Web Pages 3.3.5 Web Pages....................................................................................................................................................... .......................................................................................................................................................88 3.3.6 Forms 3.3.6 Forms............................................................................................................................................................... ...............................................................................................................................................................91 3.3.7 Custom Lists 3.3.7 Custom Lists..................................................................................................................................................... .....................................................................................................................................................95 3.3.8 Viewing and Managing Global Rates for Assets 3.3.8 Viewing and Managing Global Rates for Assets................................................................................................. .................................................................................................100 3.3.9 Managing Materials and Expense Items 3.3.9 Managing Materials and Expense Items............................................................................................................ ............................................................................................................100 3.4 Managing Emails 3.4 Managing Emails...................................................................................................................................................... ......................................................................................................................................................102 3.4.1 Email Addresses 3.4.1 Email Addresses.............................................................................................................................................. ..............................................................................................................................................102 3.4.2 Banned Emails 3.4.2 Banned Emails................................................................................................................................................ ................................................................................................................................................105 3.4.3 Email Templates 3.4.3 Email Templates.............................................................................................................................................. ..............................................................................................................................................107 3.4.4 Testing Outgoing Email Settings 3.4.4 Testing Outgoing Email Settings....................................................................................................................... .......................................................................................................................111 3.5 Managing Staff 3.5 Managing Staff......................................................................................................................................................... .........................................................................................................................................................112 3.5.1 Staff Members 3.5.1 Staff Members................................................................................................................................................. .................................................................................................................................................112 3.5.2 Staff Groups 3.5.2 Staff Groups.................................................................................................................................................... ....................................................................................................................................................114 3.5.3 Departments 3.5.3 Departments.................................................................................................................................................... ....................................................................................................................................................116 3.5.4 Time Sheets 3.5.4 Time Sheets.................................................................................................................................................... ....................................................................................................................................................118 3.6 Managing Announcements 3.6 Managing Announcements........................................................................................................................................ ........................................................................................................................................121 3.7 Generating Reports 3.7 Generating Reports.................................................................................................................................................. ..................................................................................................................................................123 12 16 22 24 28 31 50 50 52 54 56 57 58 60 61 63 65 72 73 74 75 76 80 83 86 88 91 95 100 100 102 102 105 107 111 112 112 114 116 118 121 123 Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved. 2

  3. Comodo One MSP - Service Desk - Administrator Guide 3.7.1 Time Log Reports 3.7.1 Time Log Reports............................................................................................................................................ ............................................................................................................................................123 3.7.2 Cost Reports 3.7.2 Cost Reports................................................................................................................................................... ...................................................................................................................................................126 3.7.3 Tickets Reports 3.7.3 Tickets Reports................................................................................................................................................ ................................................................................................................................................128 3.7.4 Assets Reports 3.7.4 Assets Reports................................................................................................................................................ ................................................................................................................................................130 3.7.5 Department Ticket Reports 3.7.5 Department Ticket Reports............................................................................................................................... ...............................................................................................................................131 3.7.6 Agent Reports 3.7.6 Agent Reports................................................................................................................................................. .................................................................................................................................................133 3.7.7 Users Reports 3.7.7 Users Reports................................................................................................................................................. .................................................................................................................................................134 3.7.8 Scheduling Periodical Report Generation 3.7.8 Scheduling Periodical Report Generation ......................................................................................................... .........................................................................................................136 4 Service Desk Staff Panel 4 Service Desk Staff Panel................................................................................................................................................... ...................................................................................................................................................140 4.1 Staff Panel Dashboard 4.1 Staff Panel Dashboard.............................................................................................................................................. ..............................................................................................................................................142 4.1.1 Viewing the Dashboard and Exporting Reports 4.1.1 Viewing the Dashboard and Exporting Reports.................................................................................................. ..................................................................................................144 4.1.2 Viewing Staff Members 4.1.2 Viewing Staff Members.................................................................................................................................... ....................................................................................................................................148 4.1.3 My Profile 4.1.3 My Profile........................................................................................................................................................ ........................................................................................................................................................148 4.2 Managing Users and Organizations 4.2 Managing Users and Organizations........................................................................................................................... ...........................................................................................................................150 4.2.1 Managing Users 4.2.1 Managing Users............................................................................................................................................... ...............................................................................................................................................150 4.2.2 Managing Organizations 4.2.2 Managing Organizations................................................................................................................................... ...................................................................................................................................173 4.3 Managing Tickets 4.3 Managing Tickets..................................................................................................................................................... .....................................................................................................................................................187 4.3.1 Ticket Details 4.3.1 Ticket Details................................................................................................................................................... ...................................................................................................................................................192 4.4 Managing Knowledgebase 4.4 Managing Knowledgebase........................................................................................................................................ ........................................................................................................................................221 4.4.1 FAQs 4.4.1 FAQs.............................................................................................................................................................. ..............................................................................................................................................................222 4.4.2 Managing Categories 4.4.2 Managing Categories....................................................................................................................................... .......................................................................................................................................232 4.4.3 Canned Responses 4.4.3 Canned Responses......................................................................................................................................... .........................................................................................................................................237 4.5 Managing Projects 4.5 Managing Projects.................................................................................................................................................... ....................................................................................................................................................244 4.6 Managing Staff Time Sheets 4.6 Managing Staff Time Sheets..................................................................................................................................... .....................................................................................................................................253 About Comodo About Comodo...................................................................................................................................................................... ......................................................................................................................................................................263 123 126 128 130 131 133 134 136 140 142 144 148 148 150 150 173 187 192 221 222 232 237 244 253 263 Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved. 3

  4. Comodo One MSP - Service Desk - Administrator Guide 1 Introduction to Comodo One MSP Comodo One is the integrated platform for Managed Service Providers which combines Device Management, Remote Monitoring, Service Desk and Patch Management modules in a single, easily navigated console. Applications are available in three areas of the interface - 'Licensed Applications', 'Store' and 'Tool Set': Licensed Applications Licensed Applications. Available for immediate use and accessed by clicking 'Licensed Applications' in the left-hand menu. Licensed applications include: Comodo Service Desk Comodo Service Desk - A fully featured ticket management system which allows enterprises to implement strong and effective work-flows for internal and customer-facing support departments. Comodo Service Desk allows administrators and staff members to respond to tickets, reassign tickets to other departments or personnel, generate reports, create knowledge base articles and more. • Comodo Patch Management Comodo Patch Management - Provides administrators and MSPs with granular control over the deployment of updates to operating systems and 3rd party applications on network endpoints. Featuring an easy to use interface, Comodo Patch Manager allows administrators to define patching policies and schedules and to remotely monitor the deployment of Windows and Linux operating system updates. • Comodo IT and Security Manager (ITSM) Comodo IT and Security Manager (ITSM) - Allows MSPs to manage, monitor and secure mobile devices and Windows endpoints which connect to customer networks. Once an iOS, Android or Windows device has been enrolled, administrators can quickly apply configuration profiles which determine network access rights, security settings and general preferences. A powerful addition to any MSP toolkit, Device Manager allows you to secure customer data regardless of the device that holds it. ITSM is available by default to customers that signed up for Comodo One version 3.0 and later. Customers that signed up for Comodo One prior to version 3.0 version can integrate CDM to their console, if required. • Comodo Remote Monitoring and Management (RMM) Comodo Remote Monitoring and Management (RMM) - Comodo RMM is an efficient endpoint monitoring application that allows administrators to monitor and manage multiple endpoints from one centralized console. RMM is available as an integrated module to customers that signed up for Comodo One prior to version 3.0. The customers that signed up for the version 3.0 and later can access RMM through the ITSM interface. Refer to the help page at https://help.comodo.com/topic-214-1-771-9524-Remote-Management-of-Windows-Devices.html https://help.comodo.com/topic-214-1-771-9524-Remote-Management-of-Windows-Devices.html in the online ITSM • Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved. 4

  5. Comodo One MSP - Service Desk - Administrator Guide Admin Guide for more details. Store Store. The C1 Store contains optional applications which allow you to expand your service offerings. Once downloaded, 'Integrated' applications can be used directly from the Comodo One console while non-integrated applications are stand-alone. Most store applications include separate license fees. Acronis Cloud Backup Acronis Cloud Backup - A perfect solution for all your backup and disaster recovery needs. This cloud-based application has the ability to backup any application and system including Windows, Linux and Mac. Available with pre and post-paid subscription models, this solution fits the needs of any enterprise. • cWatch cWatch - CWatch is available as Security-as-a-Service for the protection of the web applications and web servers on your customers' networks. The servers are monitored 24x7x365 by experts from the Comodo SOC who will handle incident response, and provide state of the art signature based, machine learning and expertly hand crafted security prevention policies that are all constantly updated to ensure protection from emerging threats. • Comodo Quote Manager Comodo Quote Manager - Comodo Quote Manager (CQM) is an end-to-end quote management solution that allows Managed Service Providers (MSPs) and companies to quickly create, follow up and finalize quotes for customers. You can keep track of submitted quotes, send reminders to customers, resolve customer queries almost instantly and view detailed sales reports. • Comodo KoruMail Comodo KoruMail - An enterprise antispam and threat prevention solution that uses a sophisticated array of spam filters, anti-virus scanners and content analysis engines to prevent unsolicited mail from ever entering your customers' networks. • Comodo Antispam Gateway (CASG) Comodo Antispam Gateway (CASG) - CASG is a cloud based email anti-spam protection for corporate mail servers that can reduce spam by up to 97%. • Comodo Korugan VM Comodo Korugan VM - Korugan is a Unified Threat Management (UTM) solution that provides multiple, essential security services by controlling firewall policy, antivirus, intrusion prevention, gateway antispam, website filtering, traffic monitoring, VPN, DNS and proxy servers, in a single package. Korugan needs an appliance installed as a Virtual Machine (VM) on the customer network to be protected. Upon subscription of the service, you can download the ISO image of the virtual machine, to be installed on the customers' networks. • Comodo Korugan Central Manager Comodo Korugan Central Manager - Korugan Central Manager allows you to manage several Korugan VMs/appliances installed on your customers' networks from a single central console. • Tool set Tool set. The following utilities are available for download from the 'Tool Set' area of the interface: Comodo Network Assessment Tool Comodo Network Assessment Tool - Allows MSPs to perform in-depth scans on customer networks to identify a wide range of server, endpoint and network vulnerabilities. The tool will also prepare detailed risk reports for scanned networks along with a risk mitigation plan containing actionable advice to address each issue. • Comodo Cleaning Essentials Comodo Cleaning Essentials - Security software for Windows endpoints which contains tools designed to identify and remove malware and unsafe processes from infected computers. Includes a fully customizable malware scanner and an advanced system monitoring tool which allows users to identify and kill any unsafe processes with a single click. • Chapter 1 of this guide covers account set up, an introduction to the Comodo One MSP web interface and initial configuration of administrators and staff members. Introduction to C1 MSP Introduction to C1 MSP • Signing up for an account Signing up for an account - How to create an account The Comodo One MSP Web Interface The Comodo One MSP Web Interface - A snapshot of main functional areas of Comodo One MSP Managing Administrators Managing Administrators - Explains how to add administrators and staff members Admin Privilege Levels Admin Privilege Levels - Outline of administrative privileges Managing Companies Managing Companies - Explains how to manage companies for an account A dedicated guide for the Comodo One interface is also available at https://help.comodo.com/topic-289-1-716-8478-Introduction- to-Comodo-One.html to-Comodo-One.html. • • • • • https://help.comodo.com/topic-289-1-716-8478-Introduction- Chapters 2 and beyond cover usage of the Service Desk (SD) module. Detailed descriptions for other modules can be found in their own dedicated guides. 1.1 Sign Up for An Account Getting a Comodo One MSP account is very easy and can be completed in a few steps. Visit https://one.comodo.com/ https://one.comodo.com/ • Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved. 5

  6. Comodo One MSP - Service Desk - Administrator Guide Click 'Get Free Tools', then enter your email address in the box • Complete the short enrollment form. • Choose the account type. • If you are a new customer, choose the 'I AM A NEW USER' tab and fill a short enrollment form • Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved. 6

  7. Comodo One MSP - Service Desk - Administrator Guide Business Type: Business Type: The drop-down allows you to choose the service type of Comodo One. To subscribe for Comodo One MSP service, choose Managed Service Provider (MSP) from the drop-down Email Email - This field will be pre-populated with email address provided. Enter a new email address if you wish to change it. You will receive the verification link to this email address. Password: Password: Enter the password for logging-in to your C1 account. The password should be of at least eight characters, and must contain a combination of lower case and upper case characters, at least one numeral and at least one special character chosen from '("!#$%^&*")' End User License Agreement: End User License Agreement: Read the EULA fully by clicking the 'EULA' link and select the 'I have read EULA and accept it' check box. Captcha: Captcha: Enter the Captcha value to verify your application Click the 'Submit' button. • • • • • • A verification email will be sent to the email address you provided in the 'Email' field. If you already have an account with Comodo, click the I HAVE A COMODO LICENSE ACCOUNT' tab and fill a short enrollment form • Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved. 7

  8. Comodo One MSP - Service Desk - Administrator Guide Business Type: Business Type: The drop-down allows you to choose the service type of Comodo One. To subscribe for Comodo One MSP service, choose Managed Service Provider (MSP) from the drop-down Comodo License Account Login / Email Comodo License Account Login / Email - Enter your username or email address used fo login to your Comodo account at https://accounts.comodo.com https://accounts.comodo.com. You will receive the verification link to the email address you entered while registering your account with Comodo. Password: Password: Enter your Comodo Account password. The same password should be used to logging-in to the your C1 account. End User License Agreement: End User License Agreement: Read the EULA fully by clicking the 'EULA' link and select the 'I have read EULA and accept it' check box. Captcha: Captcha: Enter the Captcha value to verify your application Click the 'Submit' button. • • • • • • A verification email will be sent to the email address registered at the time of your Comodo account creation. Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved. 8

  9. Comodo One MSP - Service Desk - Administrator Guide Click the 'Verify my email' link • Upon successful verification, you will be taken to the C1 login page. Enter your email address and password to login to C1. Upon your first log-in, 'Account Details' form will be displayed. • Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved. 9

  10. Comodo One MSP - Service Desk - Administrator Guide Fill-in the form with the details for your C1 account • Email Email - This field will be pre-populated with the email address entered during account creation. You cannot edit this field. Business Type Business Type - This field will be pre-populated with your business type chosen during the account creation. You cannot edit this field. Company Name Company Name - Enter the name of the company that you want to enroll for Comodo One MSP. Subdomain Subdomain - Enter the sub-domain name for creating the URL to access the Comodo One MSP modules, like Service Desk module . For example, if you enter the sub-domain 'milkyway' then you can access the Service Desk module by entering the URL 'https://milkyway.servicedesk.comodo.com https://milkyway.servicedesk.comodo.com' Phone Number Phone Number - Enter the phone number of your company Country Country - Choose your country from the drop-down • • • • • • Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved. 10

  11. Comodo One MSP - Service Desk - Administrator Guide State State - Choose your state/province country from the drop-down Postal Code Postal Code - Enter the postal code/zip code of your city. Click 'Submit' • • • The activation dialog for your free products will appear. Click 'Next' • Your free modules will be activated. Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved. 11

  12. Comodo One MSP - Service Desk - Administrator Guide Click 'OK' on completion. You will be taken to Comodo One MSP Dashboard. • That's it. You have successfully created a Comodo One MSP account. Please note that this account will be automatically granted 'Account Admin' privileges and cannot be deleted. This is effectively the 'Master Admin'. You will be able to create 'MSP Admins' and Staff under this account. Refer to the section 'Managing Administrators Managing Administrators' for more details. You can login to your account at anytime at https://one.comodo.com/app/login https://one.comodo.com/app/login. 1.2 The Comodo One MSP Web Interface The Comodo One MSP interface gives the Account Administrator and MSP Administrators/Staff direct access to the Comodo One modules. The interface also allows the Account Administrator to add MSP Administrators and Staff members who are privileged to access the C1 modules. Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved. 12

  13. Comodo One MSP - Service Desk - Administrator Guide Left Hand Side Navigation Left Hand Side Navigation Clicking the icon at the top left opens the left slider, containing the navigation menu. • Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved. 13

  14. Comodo One MSP - Service Desk - Administrator Guide Dashboard - Dashboard - The 'Dashboard' is displayed by default when you log into the console. It contains the following sections: Overview Overview - Displays graphs and statistics about the status of service desk tickets, available patches, application, endpoint operating systems, endpoint connection status and more. • Notifications Notifications - Displays a list of notifications sent to the administrator by Comodo One MSP. The number of new notifications will be displayed beside 'Notifications' under 'Dashboard' in the left slider pane. Clicking 'Notifications' opens the 'Notifications' screen that displays a list of these notifications. • Reports Reports - Comodo One MSP allows administrators to manually generate reports on service desk performance and to schedule automated report generation. The 'Reports' screen displays a list of reports generated. • Licensed Applications - Licensed Applications - Allows account admins, MSP admins and staff members to access Comodo One MSP modules. Comodo Service Desk - Comodo Service Desk - A fully featured ticket management system which allows enterprises to implement strong and effective work-flows for internal and customer-facing support departments. The support ticketing management system allows administrators and help desk staff to keep track of tickets raised by users, attend to them, reassign them to • Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved. 14

  15. Comodo One MSP - Service Desk - Administrator Guide appropriate department or organizations, generate reports and more. Refer to the dedicated Service Desk guides for more details. Comodo Patch Management - Comodo Patch Management - Allows granular control over the deployment of updates to operating systems and 3rd party applications on network endpoints. Featuring a centralized, easy to use interface, Comodo Patch Manager allows administrators to carry out various functions remotely such as deploy OS updates for both Windows and Linux machines, update 3rd party applications and more. Refer to the dedicated Patch Management guide for more details. • Comodo IT security and Management (ITSM) Comodo IT security and Management (ITSM) - ITSM allows administrators to manage, monitor and secure mobile devices and Windows endpoints which connect to customer networks. Once an iOS, Android or Windows device has been enrolled, administrators can quickly apply configuration profiles which determine network access rights, security settings and general preferences. A powerful addition to any MSP toolkit, ITSM allows you to secure customer data regardless of the device that holds it. • Comodo Remote Monitoring and Management (RMM) Comodo Remote Monitoring and Management (RMM) - A complete endpoint management solution which combines endpoint monitoring and alerting with ultra-fast remote desktop sharing, a robust ticketing sub-system, application life- cycle management, process and service management, endpoint security management and custom scripting for automated break-fixing. • Note Note: RMM is available under 'Licensed Applications' interface only to customers that signed up for Comodo One prior to version 3.0. The customers that signed up for the version 3.0 and later, can access RMM through the ITSM interface. Refer to the help page at https://help.comodo.com/topic-214-1-771-9524-Remote-Management-of-Windows-Devices.html https://help.comodo.com/topic-214-1-771-9524-Remote-Management-of-Windows-Devices.html in the online ITSM Admin Guide for more details. Acronis Cloud Backup Acronis Cloud Backup - This module is optional and can be added after creating a Comodo One MSP account. This is a cost effective tool for MSPs to render backup and disaster recovery services for their customers. Available both in local and in cloud for backups, this tool is capable of backing up data from any source and recovers to any destination and system. • Comodo Quote Manager Comodo Quote Manager - This module is optional and can be added after creating a Comodo One MSP account. Comodo Quote Manager allows MSP Administrators and staff to generate and forward price quotes for requirements from the customer organizations and manage them. • cWatch cWatch - This module is optional and can be added after creating a Comodo One MSP account. cWatch is a cloud based next generation security information and event monitoring platform that allows MSPs to provide high level of security service to their customers. • Customer Customer - Displays Organizations added by Account Administrator to manage their own IT issues and requirements. Any number of companies/departments can be created for the account depending on subscription levels. Companies added here are automatically added to the Service Desk, Patch Management and ITSM modules and be viewed by all MSP Admins when they are in those modules. Module-specific users and administrators can be added under these companies from within each module itself. Refer to the section 'Managing Companies Managing Companies' for more details. Staff Staff - Admins added here can access all modules in Comodo One MSP and have administrator privileges for Patch Management and ITSM modules. For Service Desk, the privileges differ depending on whether the staff member was added with admin privileges (aka an 'MSP Admin') or not. Staff without admin privileges can access only the staff panel in Service Desk while staff member with MSP Admin privileges can access both admin and staff panels in Service Desk. After an MSP Admin or Staff has been created, they will receive an account verification email and be asked to create a unique password. Refer to the section 'Managing Administrators Managing Administrators' for more details. Store: Store: Displays optional Comodo applications that are available for C1 users. Currently only Comodo Quote Manager, Acronis Cloud Backup and cWatch applications can be added as a fully integrated C1 module. All other applications are 'standalone' and planned to be integrated in the upcoming versions. Tool Set Tool Set: Allows administrator to download free utilities for use on customer networks. The available applications are: Comodo Cleaning Essentials Comodo Cleaning Essentials - Comodo Cleaning Essentials (CCE) is a set of computer security tools designed to identify and remove malware and unsafe processes from infected computers. • Major features include: KillSwitch KillSwitch - an advanced system monitoring tool that allows users to identify, monitor and stop any unsafe processes that are running on their system. Malware scanner Malware scanner - Fully customizable scanner capable of unearthing and removing viruses, rootkits, hidden files and malicious registry keys hidden deep in your system. Autorun Analyzer Autorun Analyzer - An advanced utility to view and handle services and programs that were loaded when your system booted-up. • • • Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved. 15

  16. Comodo One MSP - Service Desk - Administrator Guide CCE is a lightweight, portable application which requires no installation and can be run directly from removable media such as a USB key, CD or DVD. It allows users to quickly and easily run scans and operate the software with the minimum of fuss. For more details, refer to the online help guide of CCE at https://help.comodo.com/topic-119-1-328- 3516-Introduction-to-Comodo-Cleaning-Essentials.html. Comodo Network Assessment Tool Comodo Network Assessment Tool - Comodo Network Assessment tool (NAT) allows network administrators to perform in-depth scans on client networks to identify a wide range of server, endpoint and network vulnerabilities. The tool will also prepare detailed risk reports for scanned networks along with a risk mitigation plan containing actionable advice for each issue. Setup is easy with a simple wizard which allows users to import networks via Active Directory, Workgroup or IP range. • Management: Management: Enables the account administrator to manage their Comodo One MSP account. Account Account - Allows the account administrator to personalize and edit the account details such as name, email address, address, phone numbers and notes. • Subscriptions Subscriptions - Provides information about your App Store purchases such as product types, payment types and the subscription period. • Usage Usage - Provides module usage information. For example, this area will show how much space remains on your Acronis backup plan. • Billing Billing - Allows account administrators to view past bills as well as current bill invoiced. • Settings Settings - Opens the 'Settings' interface that allows the currently logged-in administrator to change their password. Logout Logout - Allows the currently logged-in administrator to logout from C1. Help Help - Clicking the 'Help' link displays shortcuts to visit Comodo One help pages and forum pages. Version Number Version Number - The version number of Comodo One MSP is displayed at the bottom right of the slider. Clicking the version number opens the 'Release Notes' page containing new features added and bugs fixed in the current version. 1.3 Managing Administrators The 'Staff' screen allows Account Administrators to add MSP Administrators. Once created, these users will be able to login into C1 at https://one.comodo.com https://one.comodo.com and will be able to access the service desk, patch management and ITSM modules. You can also transfer the account administrator privileges to another MSP administrator. To open the 'Staff' screen To open the 'Staff' screen Click the menu button from the top left to open the left slider • Choose 'Staff' from the slider • Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved. 16

  17. Comodo One MSP - Service Desk - Administrator Guide Staff List - Table of Column Descriptions Staff List - Table of Column Descriptions Column Header Column Header Description 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 verification link in the notification mail sent to them. The administrator/staff can login to C1 interface only after verifying their email address and creating a password for them. Admin Indicates whether the user has MSP Admin privileges. If no check mark is present then it indicates that the user is a staff member. An MSP administrator can create only staff members. The master Account Admin can create both MSP Administrators and staff members. Account Admin Indicates whether the user is the 'Master' administrator of the Comodo One MSP account. Only one account admin is allowed for a Comodo One account. Only the Account Admin has the privileges to add MSP administrators and staff members for this account and to add additional modules like Comodo Device Manager, Comodo Quote Manager and so on . Sorting and Filtering Options Sorting and Filtering Options: Click any column header to sort the list of administrators in ascending or descending order according to the column label. • Filter the list or search for specific administrator(s) by entering their name or email address in the search field at top right in part or full. • The interface allows account administrators to: Add MSP Administrators/Staff Add MSP Administrators/Staff • Edit the details of MSP Administrators/Staff Edit the details of MSP Administrators/Staff • Remove MSP Administrators/Staff Remove MSP Administrators/Staff • To add MSP Administrators/Staff To add MSP Administrators/Staff Click the 'New Staff' button from the 'Staff' interface • The 'New Staff' form will be displayed: Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved. 17

  18. Comodo One MSP - Service Desk - Administrator Guide Select the 'Admin' check box if you want to add an MSP Administrator. Leave it blank if you want to add a staff member. • Note Note: Staff with 'Admin' privileges can be added only 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. • Click the 'Save' button. • A confirmation dialog will be displayed. Click 'OK' • A verification email will be sent to the email address. After clicking the verification link in the mail, the recipient will be asked to set a unique password for accessing Comodo One. Editing the details of administrators/staff Editing the details of administrators/staff Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved. 18

  19. Comodo One MSP - Service Desk - Administrator Guide The Account Administrator can edit the name of an administrator/staff, assign/remove administrative privileges and transfer account administrator rights to another administrator. The administrator can edit only the name of a staff member. Note Note: A staff can be edited to assign/remove admin privileges only after they validate his/her email address by clicking the link in their verification email. To edit a staff/administrator To edit a staff/administrator Select the MSP Administrator/Staff then click the 'Edit' button: • The 'Edit Staff' dialog will open. Update the details as required. Please note the email address field cannot be edited. • Click the 'Save' button • The following confirmation dialog will be displayed: Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved. 19

  20. Comodo One MSP - Service Desk - Administrator Guide Click 'OK' • To transfer the account admin rights to a different administrator To transfer the account admin rights to a different administrator Select the administrator and click the 'Edit' button • In the 'Edit Staff' dialog, select Account Admin checkbox. • A confirmation dialog will be displayed: Click 'OK' to confirm • Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved. 20

  21. Comodo One MSP - Service Desk - Administrator Guide Click 'OK'. • The account administrator rights will be transferred to the selected administrator and you will be logged out automatically. You can login with the same credentials but will have only administrator privileges. Removing an administrator or a staff Removing an administrator or a staff Staff/Administrators, who no longer required to access the Comodo One console can be removed from the Staff interface. Note Note: A staff/administrator can be removed only after they validate his/her email address by clicking the link in their verification email. To delete MSP Administrators or Staff: To delete MSP Administrators or Staff: Select the administrator/staff member that you want to remove from the list and click the 'Delete' button: • A confirmation dialog will appear. Click 'OK' to confirm removal. • Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved. 21

  22. Comodo One MSP - Service Desk - Administrator Guide 1.3.1 Admin Privilege Levels Account Admins, MSP Admins and MSP Staff for Comodo One modules are added and managed via the Comodo One MSP web console at one.comodo.com. The following tables summarize the privileges of these user types in the web console itself and each of the individual modules. Comodo One MSP Web Console Comodo One MSP Web Console Role Role Description Description Account Admin The Account Administrator is the top level administrator and can access all areas and functionality of the Comodo One MSP Administrative console and the individual modules. From the Comodo One MSP web console, the Account Administrator can: Add and manage companies for the MSP account Add and manage MSP administrators Add and manage MSP staff members Transfer the account admin rights to another administrator Add integrated modules from the 'App Store' in to C1 Subscribe for new products and renew licenses for added modules View subscriptions details View usage details for modules View billing details for modules • • • • • • • • • MSP Admin An MSP Administrator has privileges to create new companies and staff members and has all the privileges of staff. From the Comodo One MSP web console, the MSP Administrator can: Add and manage companies to the MSP account Add and manage MSP staff members Cannot add new admins • • • MSP Staff A MSP Staff member can access individual modules and can execute RMM, Service Desk and Patch Management tasks. A MSP Staff member can login and view the Comodo One MSP web console but: Cannot add or edit companies enrolled to the MSP account Cannot add fellow MSP staff members • • Remote Management and Monitoring (RMM) Remote Management and Monitoring (RMM) Role Role Privileges Privileges Account Admin Add endpoints for monitoring and management Create and apply monitoring policies to endpoints View alerts for policy violations Initiate support sessions and accept support requests from end-users Deploy diagnostic and repair tools, run procedures and execute jobs on endpoints Access endpoint computers through remote desktop connection to correct issues • • • • • • MSP Admin Same privileges as account admin MSP Staff Same privileges as account admin Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved. 22

  23. Comodo One MSP - Service Desk - Administrator Guide Service Desk Service Desk Role Role Privileges Privileges Account Admin Access both admin panel and staff panel Enroll and manage end-users from different companies Attend to and manage support tickets from end-users. Assign and reassign tickets to staff members Create new tickets on behalf of end users Set global prices for attending to different types of devices View dashboard and system logs Configure service desk via the 'settings' interface Manage help topics, SLA plans, ticket filters and more. Create and manage privilege based user groups and assign staff members to them. Create and manage departments for the MSP and assign staff members to them. Generate announcements for staff members Generate and view reports Update knowledgebase articles like FAQ's and canned responses • • • • • • • • • • • • • • MSP Admin Same privileges as account admin • MSP Staff Staff members can access the staff panel but not the admin panel Enroll and manage end-users from different companies Attend to support tickets from end-users View the dashboard Create and manage knowledgebase articles like FAQs and canned responses The following privileges are conditional on the privileges of the group to which the staff member belongs: Assign and reassign tickets to other staff Create new tickets on behalf of end users Set prices for attending different types of devices for specific company Update knowledgebase articles like FAQ's and canned responses. Note: Note: The restriction for staff members from accessing the admin panel is not implemented in this version. The restriction will come to force in the next version. • • • • • • • • • Patch Management Patch Management Role Role Privileges Privileges Account Admin Enroll Endpoints for remotely installing and uninstalling patches and applications Add tags to endpoints and create groups of endpoints for bulk management Remotely install recent OS patches and applications on to endpoints and schedule patch/application installation policies Remotely restart/shutdown endpoints View patch management operations and reports Configure remote logging and notification settings. • • • • • • MSP Admin Same privileges as account admin • MSP Staff Same privileges as account admin except: Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved. 23

  24. Comodo One MSP - Service Desk - Administrator Guide Configure remote logging and notification settings. • 1.4 Managing Companies Companies, organizations and departments added through the C1 'Customers' interface will become available for selection in all integrated modules (Service Desk, Patch Management and IT Security and Manager). Admins can then import users and devices to these companies through the individual modules. The Comodo Service Desk interface also allows customers to create 'standalone' (aka 'Unmanaged') companies. Companies created this way will not be visible in the C1 interface or available in the other modules. For more details about adding companies to Service Desk, refer to the online help page at https://help.comodo.com/topic-289-1-625-7888-Managing- https://help.comodo.com/topic-289-1-625-7888-Managing- Organizations.html Organizations.html. To open the 'Customer' screen To open the 'Customer' screen Click the menu button from the top left to open the left slider • Choose 'Customer' from the slider • The Customer interface displays the list of customer organizations added to Comodo One MSP. Company List - Table of Column Descriptions Company List - Table of Column Descriptions Column Header Column Header Description 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 Sorting and Filtering Options Sorting and Filtering Options: Click any column header to sort the list of companies in ascending or descending order according to the column label. • Filter the list or search for specific company by entering their name, contact email address, address or postal code in the search field at top right in part or full. • The interface allows Account and MSP Administrators to: Add an organization Add an organization • Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved. 24

  25. Comodo One MSP - Service Desk - Administrator Guide Edit the details of an organization Edit the details of an organization • Remove an organization Remove an organization • To add an organization To add an organization Click the 'New Customer' button from the 'Customer' interface • The 'Add Company' form will be displayed. Fill the details in the respective fields. • Click the 'Save' button. • A confirmation alert will be displayed Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved. 25

  26. Comodo One MSP - Service Desk - Administrator Guide Click 'OK' in the confirmation alert. • To edit the details of an organization To edit the details of an organization Select the organization that you want to update the details • Click the 'Edit' button • The 'Edit Company' dialog will appear. Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved. 26

  27. Comodo One MSP - Service Desk - Administrator Guide Update the details as required. • Click the 'Save' button • A confirmation dialog will be displayed. Click 'OK' • Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved. 27

  28. Comodo One MSP - Service Desk - Administrator Guide To remove an organization from the list To remove an organization from the list Select the organization that you want to remove from the list • Click the 'Delete' button. • A confirmation dialog will appear. Click' OK' in the confirmation dialog. • The company will be removed from Comodo One MSP. 2 The Service Desk Module Comodo Service Desk is a fully featured ticket management system which allows enterprises to implement strong and effective work-flows for internal and customer-facing support departments. The support ticketing management system allows administrators and help desk staff members to keep track of tickets raised by users, attend to them, reassign them to appropriate department or organizations, generate reports, create projects by integrating tasks and tickets and more. The interface has two panels, Admin Panel and Staff Panel, and admins with appropriate permissions can access both the panels. Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved. 28

  29. Comodo One MSP - Service Desk - Administrator Guide The Admin Panel allows administrators to configure various settings including for tickets, emails, access, knowledgebase, autoresponder and alerts & notices. The settings done in this panel for various features directly reflect on the corresponding components available in the Staff panel. Refer to the section Service Desk Admin Panel Service Desk Admin Panel for more details. The Staff Panel allows the support personnel and administrators to view and manage tickets, generate reports, add new users, edit organizations, reassign tickets, manage projects and more. Refer to the section Service Desk Staff Panel Service Desk Staff Panel for more details. Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved. 29

  30. Comodo One MSP - Service Desk - Administrator Guide Key Features: Key Features: Dashboard Dashboard - At-a-glance overview of ticket activity over time. The charts and tables on the dashboard allow you to quickly view the overall status of your operation. The dashboard also provides a starting point from which you can deep-dive into more detailed areas. • Customer Web Portal Customer Web Portal - No account registration is required for users to submit tickets. Service Desk allows end-users to view their ticket thread by logging in with their email address and ticket number. • Ticket Ticket Creation Creation - Allows users to raise tickets in multiple ways - via email, over phone to an admin and web portal as a guest or as a registered user. • Service Level Agreements (SLA) Service Level Agreements (SLA) - Easily define service level agreements and configure ticket due dates and warnings to match. • Help Topics Help Topics - Automates the process of ticket allocation to specified department for faster response. Configurable in the web portal, help topics when combined with custom forms can be used to gather more information from users to assign tickets to related department. Help Topics can be configured with a basic workflow, allowing automated re- assignment of tickets to different departments/staff at successive stages, with different SLAs. • Custom Forms and Fields Custom Forms and Fields - Create custom forms designed to gather the precise data your support department needs from end-users in order to solve an issue. Configurable lists can be added to custom forms to make selections more issue specific. Custom Forms and Fields used in help topics for web tickets can be used to automate the process of ticket assignment to correct department and admin/staff member to cut down response time. • Ticket Filters Ticket Filters - Create rules which ensure tickets matching certain criteria are assigned to specific departments/staff or have default actions applied to them. Ticket filter actions include reject ticket, auto-assign, canned response and more. • Ticket Assignment and Transfer Ticket Assignment and Transfer - Tickets can easily be reassigned to different departments and admin/staff members as required. Internal logs are created to to keep track of ticket transfers. • Auto-Responder Auto-Responder - Configure automatic replies sent to user for new ticket creation. Personalize the auto-responders by inserting variables such as first name and more. • Knowledgebase Knowledgebase - Post solutions to frequently asked questions (FAQs) and create articles to solve problems. Knowledgebase items can be internal or publicly viewable and can help with ticket resolution times and can reduce the number of tickets submitted. Resolved tickets also can be posted in Knowledgebase and linked with help topics. • Projects Projects - Staff members can create Gannt charts to plan and track progress on company projects. Individual tasks and sub-tasks can be assigned completion percentages, time spent and billable time. Service desk tickets can also be bound to any task, meaning any updates in the ticket regarding completion, time-spent and billable time will be dynamically reflected in the parent task. • Time Sheets Time Sheets - Time sheets allows administrators to evaluate the performance of the staff and track their working hours. Staff Members can create and submit time sheets in the 'My Time Sheets' interface of the staff panel. Admins can review and approve time sheets in the admin interface by clicking 'Staff > Time Sheets'. • Guide Structure Guide Structure This guide is intended to take you through the configuration and use of C1 - Service Desk and is broken down into the following main sections. The Service Desk Module The Service Desk Module • Quick Start Quick Start Logging-in to the Service Desk Module Logging-in to the Service Desk Module • • Service Desk Admin Panel Service Desk Admin Panel • Admin Panel Dashboard Admin Panel Dashboard Service Desk Configuration Service Desk Configuration Managing Service Desk Components Managing Service Desk Components Managing Emails Managing Emails Managing Staff Managing Staff Managing Announcements Managing Announcements Generating Reports Generating Reports • • • • • • • Service Desk Staff Panel Service Desk Staff Panel • Staff Panel Dashboard Staff Panel Dashboard • Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved. 30

  31. Comodo One MSP - Service Desk - Administrator Guide Managing Users and Organizations Managing Users and Organizations Managing Tickets Managing Tickets Managing Knowledgebase Managing Knowledgebase Managing Projects Managing Projects Managing Staff Time Sheets Managing Staff Time Sheets • • • • • 2.1 Quick Start This tutorial explains how Comodo One MSP administrators can configure Service Desk to manage their support ticketing infrastructure. The guide covers basic setup and explains how to add user groups and staff, route tickets, create help topics, create custom forms and add support content such as FAQs and knowledge base articles. Step 1 - Login to the Admin Console Step 1 - Login to the Admin Console • Step 2 - Create new user Group and Department Step 2 - Create new user Group and Department • Step 3 - Add new support staff Step 3 - Add new support staff • Step 4 - Add Help Topics Step 4 - Add Help Topics • Step 5 - Enroll Users Step 5 - Enroll Users • Step 6 - Assign Users to Organizations and create new Organizations Step 6 - Assign Users to Organizations and create new Organizations • Step 7 - Managing Tickets Step 7 - Managing Tickets • Step 8 - Managing Knowledgebase Step 8 - Managing Knowledgebase • Step 9 - Access Control Settings Step 9 - Access Control Settings • Step 10 - Configuring Auto-response Emails Step 10 - Configuring Auto-response Emails • Step 11 - Viewing Reports Step 11 - Viewing Reports • Step 1 - Login to the Admin Console 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 https://one.comodo.com/app/login Once logged-in, place your mouse over the left-menu and click 'Licensed Applications' • Click on 'Service Desk' to open the application • Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved. 31

  32. Comodo One MSP - Service Desk - Administrator Guide By default, Service Desk will open at the Staff Panel. You can switch between the Staff Panel and the Admin Panel by clicking the link at the top right of the interface: Step 2 - Create new user Group and Department Step 2 - Create new user Group and Department Before adding a new support staff member, you first have to create a user group to which the new member will belong. You will also need to create at least one internal 'department'. Staff members in a particular group are assigned Service Desk permissions, and can be allowed to access the tickets of whichever departments you choose. To create a new group To create a new group Switch to the 'Admin Panel'. • Click on the 'Staff' tab in the 'Admin' panel and select 'Groups'. • Click the 'Add New Group' link at the top right. • Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved. 32

  33. Comodo One MSP - Service Desk - Administrator Guide In the 'Add New Group' form, enter the name of the group and select the permissions that should apply to its members. The 'Department Access' section allows you choose which departments group members can access. Group members will be able to access those departments with the permission levels you specify for the group. Enter any notes in the 'Admin Notes' field and click the 'Create Group' button. The new group will be created and will be listed in the 'User Groups' interface. To create new departments To create new departments Click the 'Staff' tab in the 'Admin' panel and select 'Departments'. • Click the 'Add New Department' link on the right . • Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved. 33

  34. Comodo One MSP - Service Desk - Administrator Guide In the 'Add New Department' form, enter the name of the 'Department'. • Select whether the department should be 'Public' or 'Private'. If 'Private' is selected, the name of the department will not be visible at the web portal and will be visible for only to admins/staff members. • Select the 'Select Level Agreements' for the tickets assigned to this department. Refer to the section 'SLA' SLA' for more • Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved. 34

  35. Comodo One MSP - Service Desk - Administrator Guide details. Select the settings for outgoing emails. Refer to the section 'Emails Emails' for more details. • Select the settings for auto-response mails to users whose tickets are assigned to this department. Refer to the section 'Autoresponder Autoresponder' for more details. • Select the recipients to whom alerts will be sent. Refer to the section 'Alerts & Notices' Alerts & Notices' for more details. • In the 'Group Access' section, select other group members who can access the ticket assigned to the department. • Step 3 - Add new support staff Step 3 - Add new support staff The next step is to add new staff members that will respond to support tickets from end users. You can do this in the Comodo One MSP interface at https://one.comodo.com/app/login https://one.comodo.com/app/login. Staff created in the C1 portal will be available in Service Desk, and also available for selection in other C1 products. Click the menu button from the top left to open the left slider • Choose 'Staff' from the slider • Staff List - Table of Column Descriptions Staff List - Table of Column Descriptions Column Header Column Header Description 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 verification link in the notification mail sent to them. Admins and staff can only login to C1 after verifying their email address and creating a password. Admin Indicates whether the user has MSP Admin privileges. If no check mark is present then it indicates that the user is a staff member. An MSP administrator can create only staff members. The master Account Admin can create both MSP Administrators and staff members. Account Admin Indicates whether the user is the 'Master' administrator of the Comodo One MSP account. Only one account admin is allowed for a Comodo One MSP account. Only the Account Admin has the privileges to add MSP administrators and staff members for their account and to add additional modules like IT Security and Management (ITSM), Comodo Quote Manager and so on. To add MSP Administrators/Staff To add MSP Administrators/Staff Click the 'New Staff' button at top left • The 'Add Staff' form will be displayed. Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved. 35

  36. Comodo One MSP - Service Desk - Administrator Guide Select the 'Admin' check box if you want to add an MSP Administrator. Leave it blank if you want to add a staff member. • Note Note: Staff with 'Admin' privileges can be added only 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. • Click the 'Save' button. • A confirmation dialog will be displayed. 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. Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved. 36

  37. Comodo One MSP - Service Desk - Administrator Guide Step 4 - Add Help Topics Step 4 - 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 say '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 To add a new help topic In the 'Admin Panel', click the 'Manage' tab > 'Help Topics' link > 'Add New Help Topic' • 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 Status: Select whether the help topic should be active or not Type 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 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. • • • • Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved. 37

  38. Comodo One MSP - Service Desk - Administrator Guide Custom Form Custom Form: Custom forms define the fields to be displayed in the client portal when a user raises a ticket and chooses the help topic, in order to gather details relevant to it. 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 section Forms Forms. The 'Custom Form' drop-down allows you to choose the custom form to be applied to the help topic. Thank-You Page 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 section Web Pages more details about creating web pages. Auto-response 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 section Email Templates For more details on granular configuration of auto-response settings at global level, refer to the section Autoresponder Settings Autoresponder Settings. For more details on granular configuration of auto-response settings at department level, refer to the section Departments Departments. 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 life-cycle. • • Web Pages for • Email Templates. • • • • 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 section 'Help Topics Help Topics' for more details. Step 5 - Enroll Users Step 5 - 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 6 step 6. To enroll new users To enroll new users To switch to the Staff Panel, click the Staff Panel link at top right. • Click the 'Users' tab and choose 'User Directory'. • Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved. 38

  39. Comodo One MSP - Service Desk - Administrator Guide Service Desk allows you to add new users manually or by bulk import. To add users manually To add users manually Click the 'Add User' link • 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. • Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved. 39

  40. Comodo One MSP - Service Desk - Administrator Guide 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: • Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved. 40

  41. Comodo One MSP - Service Desk - Administrator Guide 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 section 'Managing Users and Organizations' Managing Users and Organizations' for more details. Step 6 - Assigning Users to Organizations and creating new Organizations Step 6 - Assigning Users to Organizations and creating new Organizations In Service Desk, an 'organization' is a client entity, usually a company or business from whom you will accept tickets. You can assign users to organizations from the 'User Directory' interface. There are three broad options to create an organization: Create an organization in the Comodo One Interface Create an organization in the Comodo One Interface. Organizations that are added from C1 are fully managed, meaning they will available for selection in all integrated modules (Service Desk, RMM, Patch Management and Device Manager). • Create an organization in Service Desk Create an organization in Service Desk. Companies created from Service Desk will not be visible in the C1 interface or available in other modules. These are created for ticket management purposes alone. You can create an organization in Service Desk by clicking Staff panel, > Users > Organizations > Add New Organization. • You can also create a new organization directly from a user's detail screen. Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved. 41

  42. Comodo One MSP - Service Desk - Administrator Guide To assign users to an organization To assign users to an organization In the 'Staff Panel', click the 'Users' tab > 'User Directory' link. • The list of users will be displayed. Click on the user name that you want to assign an organization • In the user details interface, click the link 'Add Organization' 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: • Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved. 42

  43. Comodo One MSP - Service Desk - Administrator Guide 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'. • Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved. 43

  44. Comodo One MSP - Service Desk - Administrator Guide Refer to the sections 'Managing Companies adding a new organization. Managing Companies' and 'Managing Organizations Managing Organizations' for more details about the details to be entered on 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 To add a new organization Add organization from the C1 interface Add organization from the C1 interface • Add organization from Service Desk Add organization from Service Desk • To add an organization from the C1 interface To add an organization from the C1 interface Log in at https://one.comodo.com/app/login https://one.comodo.com/app/login. Click the menu button choose 'Customer' from the slider. from the top left to open the left slider and • Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved. 44

  45. Comodo One MSP - Service Desk - Administrator Guide The Customer interface displays the list of customer organizations added to Comodo One MSP. Company List - Table of Column Descriptions Company List - Table of Column Descriptions Column Header Column Header Description 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 To add an organization Click the 'New' button in the 'Company' interface • Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved. 45

  46. Comodo One MSP - Service Desk - Administrator Guide The 'Add Company' form will be displayed. Fill the details in the respective fields. • Click the 'Save' button. • Click 'OK' in the confirmation dialog. • To add an organization from Service Desk To add an organization from Service Desk From the Staff panel, click the 'Users' tab and choose 'Organizations' • Click the 'Add New Organization' link at the top right • The 'Add New Organization' screen will be displayed: Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved. 46

  47. Comodo One MSP - Service Desk - Administrator Guide Name: Name: Enter the name of the organization. • Web Domain: Web Domain: Enter the registered domain name for the organization. • Month Fee: Month Fee: The monthly charges billable to the organization for attending to tickets raised by users in that organization. • Address: Address: The address of the organization. • Phone: Phone: The contact number of the organization. • Website: Website: The URL of the organization's website. • Internal Notes: 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 section 'Managing Organizations Managing Organizations' for more details. Step 7 - Managing Tickets Step 7 - Managing Tickets Tickets raised by users can be viewed and managed in the 'Staff Panel', under the 'Tickets' tab. At the top of the screen, the status of the tickets are displayed. Clicking on a ticket number will open the ticket summary interface. From here you can assign it to a staff member, reassign, delete and more. For details about how to manage tickets, Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved. 47

  48. Comodo One MSP - Service Desk - Administrator Guide refer to the section 'Managing Tickets Managing Tickets'. There are several settings and options available for configuring tickets. For example, whether ticket IDs should be generated sequentially or randomly, default priority and more. For detailed explanation about how to configure tickets, refer to the section 'Ticket Settings and Options' Ticket Settings and Options'. Step 8 - Managing Knowledgebase Step 8 - Managing Knowledgebase The 'Knowledgebase' feature allows admins to upload solutions for some commonly encountered problems by the users. By referring to the material, the users if possible can attend to the problem themselves instead of raising a ticket. This will reduce the down time of the system as well as the cost for attending to the ticket. The 'Knowledgebase' is available under the 'Staff Panel'. After the 'FAQs' are created, these will be displayed in the web interface that the users will be using to create tickets. To know more about creating FAQs, refer to the section 'Managing Knowledgebase Managing Knowledgebase'. Step 9 - Access Control Settings Step 9 - Access Control Settings The 'Access Control Settings' interface allows you to configure various access settings such as staff member password expiration policy, staff excessive failed login attempts and more. You can also edit the templates of emails that are sent to staff members and users for scenarios such as user account confirmation email, forgot password mails for users and staff and more. To open the 'Access Control Settings' interface, click Settings > Access from the 'Admin Panel'. • Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved. 48

  49. Comodo One MSP - Service Desk - Administrator Guide For more details, refer to the section 'Access Control Settings Access Control Settings'. Step 10 - Configuring Auto-response Emails Step 10 - Configuring Auto-response Emails In the 'Email Settings and Options' screen under the 'Settings' tab, you can select the default emails that will be sent to users for alerts. You can add new emails, which will be displayed in the options. The new emails can be added in the 'Emails' tab available under the 'Admin Panel'. The interface also allows you to configure emails that will be automatically rejected, create new email templates and check the outgoing email settings. For more details refer to the section 'Managing Emails Managing Emails'. Step 11 - Viewing Reports Step 11 - Viewing Reports The reports area contains a wealth of valuable information for administrators. Admins can also drill-down to individual category from any report. Reports can be exported to pdf and CSV files and cover the following categories: Time Log • Cost • Tickets • Assets • Queue • Agents (admins/staff members) • Users • Please refer to the main guide for more information about other settings such as for Autoresponder, Alerts & Notices and more. Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved. 49

  50. Comodo One MSP - Service Desk - Administrator Guide 2.2 Logging-in to the Service Desk Module To access the Service Desk Module, login to C1 with your user name and password at https://one.comodo.com/app/login https://one.comodo.com/app/login Once logged-in, hover your mouse over the left-menu and click 'Licensed Applications' Click 'Service Desk' under 'Licensed Applications'. • 3 Service Desk Admin Panel The Admin Panel is the nerve center of Service Desk, giving you an immediate overview of ticket statuses and allowing you quickly configure settings, alerts, help topics, filters, reports, SLA plans and more. Comodo One MSP - Service Desk - Administrator Guide | © 2016 Comodo Security Solutions Inc. | All rights reserved. 50

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