Comodo One MSP Software Version 3.2

Transcription

1 rat Comodo One MSP Software Version 3.2 Service Desk Quick Start Guide Guide Version Comodo Security Solutions 1255 Broad Street Clifton, NJ 07013

2 Comodo Service Desk - Quick Start Guide 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 2 - Create new user Group and Department Step 3 - Add new support staff Step 4 - Add Help Topics Step 5 - Enroll Users Step 6 - Assign Users to Organizations and create new Organizations Step 7 - Managing Tickets Step 8 - Managing Knowledgebase Step 9 - Access Control Settings Step 10 - Configuring Auto-response s Step 11 - Viewing Reports Step 1 - Login to the Admin Console To access the Service Desk Module, login to C1 with your user name and password at Once logged-in, place your mouse over the left-menu and click 'Licensed Applications' Click on 'Service Desk' to open the application 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: Comodo One MSP - Service Desk - Quick Start Guide 2016 Comodo Security Solutions Inc. All rights reserved. 2

3 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 Switch to the 'Admin Panel'. Click on the 'Staff' tab in the 'Admin' panel and select 'Groups'. Click the 'Add New Group' link at top right. Comodo One MSP - Service Desk - Quick Start Guide 2016 Comodo Security Solutions Inc. All rights reserved. 3

4 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 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 - Quick Start Guide 2016 Comodo Security Solutions Inc. All rights reserved. 4

5 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 Comodo One MSP - Service Desk - Quick Start Guide 2016 Comodo Security Solutions Inc. All rights reserved. 5

6 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 online help page at for more details. Select the settings for outgoing s. Refer to the online help page at for more details. Select the settings for auto-response mails to users whose tickets are assigned to this department. Refer to the online help page at for more details. Select the recipients to whom alerts will be sent. Refer to the online help page at 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 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 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 Column Header Name Description The name of the administrator or staff member The address of the administrator or staff member Comodo One MSP - Service Desk - Quick Start Guide 2016 Comodo Security Solutions Inc. All rights reserved. 6

7 Verified Admin Account Admin Indicates whether the administrator or staff member has verified their address by clicking the verification link in the notification mail sent to them. Admins and staff can only login to C1 after verifying their address and creating a password. 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. 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 Click the 'New Staff' button at top left The 'Add Staff' form will be displayed. 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: Staff with 'Admin' privileges can be added only by the Account Administrator. Enter the name of the Administrator or Staff in the 'Name' field. Comodo One MSP - Service Desk - Quick Start Guide 2016 Comodo Security Solutions Inc. All rights reserved. 7

8 Enter the address of the Administrator or Staff to which the verification 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. 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 In the 'Admin Panel', click the 'Manage' tab > 'Help Topics' link > 'Add New Help Topic' Comodo One MSP - Service Desk - Quick Start Guide 2016 Comodo Security Solutions Inc. All rights reserved. 8

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 The 'Custom Form' drop-down allows 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 for more details about Comodo One MSP - Service Desk - Quick Start Guide 2016 Comodo Security Solutions Inc. All rights reserved. 9

10 creating web pages. Auto-response: Choose whether or not an auto-response s 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 For more details on granular configuration of auto-response settings at global level, refer to the help page at For more details on granular configuration of auto-response settings at department level, refer to the help page at 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 for more details. Step 5 - Enroll Users New users can create accounts then submit tickets at the client portal URL (e.g. 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. 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 - Quick Start Guide 2016 Comodo Security Solutions Inc. All rights reserved. 10

11 Service Desk allows you to add new users manually or by bulk import. To add users manually Click the 'Add User' link Enter the user's name, and phone number and click the 'Add User'. The new user will be created as a 'Guest'. Comodo One MSP - Service Desk - Quick Start Guide 2016 Comodo Security Solutions Inc. All rights reserved. 11

12 To upgrade to full user account, click the 'Register' button. Review the form details then click the 'Create Account' button. The status of the account will change to 'Locked (Pending Activation)'. An 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 - Quick Start Guide 2016 Comodo Security Solutions Inc. All rights reserved. 12

13 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 Organizations.html for more details. 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. 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. Companies created from Service Desk will not be visible in the C1 interface or available in other modules. Comodo One MSP - Service Desk - Quick Start Guide 2016 Comodo Security Solutions Inc. All rights reserved. 13

14 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. 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 Comodo One MSP - Service Desk - Quick Start Guide 2016 Comodo Security Solutions Inc. All rights reserved. 14

15 field. After choosing an Organization, following confirmation dialog will appear: 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 - Quick Start Guide 2016 Comodo Security Solutions Inc. All rights reserved. 15

16 Refer to the help pages at and 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 Log in at Click the menu button choose 'Customer' from the slider. from the top left to open the left slider and Comodo One MSP - Service Desk - Quick Start Guide 2016 Comodo Security Solutions Inc. All rights reserved. 16

17 The Customer interface displays the list of customer organizations added to Comodo One MSP. Company List - Table of Column Descriptions Column Header Description Name Contact Address Postal Code Description The name of the company address of the contact person of the organization. The address of the organization The area postal code of the organization A short description of the organization To add an organization Click the 'New' button in the 'Company' interface The 'Add Company' form will be displayed. Comodo One MSP - Service Desk - Quick Start Guide 2016 Comodo Security Solutions Inc. All rights reserved. 17

18 Fill the details in the respective fields. Click the 'Save' button. Click 'OK' in the confirmation dialog. Comodo One MSP - Service Desk - Quick Start Guide 2016 Comodo Security Solutions Inc. All rights reserved. 18

19 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: Name: Enter the name of the organization. Web Domain: Enter the registered domain name for the organization. Month Fee: The monthly charges billable to the organization for attending to tickets raised by users in that 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 Comodo One MSP - Service Desk - Quick Start Guide 2016 Comodo Security Solutions Inc. All rights reserved. 19

20 can now configure its settings, users and billing rates. Refer to the help page at for more details. 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, refer to the help page at 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 help page at 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'. Comodo One MSP - Service Desk - Quick Start Guide 2016 Comodo Security Solutions Inc. All rights reserved. 20

21 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 help page at Managing-Knowledgebase.html. 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 s that are sent to staff members and users for scenarios such as user account confirmation , forgot password mails for users and staff and more. To open the 'Access Control Settings' interface, click Settings > Access from the 'Admin Panel'. For more details, refer to the help page at Settings.html. Step 10 - Configuring Auto-response s In the ' Settings and Options' screen under the 'Settings' tab, you can select the default s that will be sent to users for alerts. You can add new s, which will be displayed in the options. The new s can be added in the ' s' tab available under the 'Admin Panel'. Comodo One MSP - Service Desk - Quick Start Guide 2016 Comodo Security Solutions Inc. All rights reserved. 21

22 The interface also allows you to configure s that will be automatically rejected, create new templates and check the outgoing settings. For more details refer to the help page at Managing- s.html. 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 - Quick Start Guide 2016 Comodo Security Solutions Inc. All rights reserved. 22

23 About Comodo The Comodo organization is a global innovator and developer of cyber security solutions, founded on the belief that every single digital transaction deserves and requires a unique layer of trust and security. Building on its deep history in SSL certificates, antivirus and endpoint security leadership, and true containment technology, individuals and enterprises rely on Comodo s proven solutions to authenticate, validate and secure their most critical information. With data protection covering endpoint, network and mobile security, plus identity and access management, Comodo s proprietary technologies help solve the malware and cyber-attack challenges of today. Securing online transactions for thousands of businesses, and with more than 85 million desktop security software installations, Comodo is Creating Trust Online. With United States headquarters in Clifton, New Jersey, the Comodo organization has offices in China, India, the Philippines, Romania, Turkey, Ukraine and the United Kingdom. Comodo Security Solutions, Inc Broad Street Clifton, NJ, United States EnterpriseSolutions@Comodo.com Comodo CA Limited 3rd Floor, 26 Office Village, Exchange Quay, Trafford Road, Salford, Greater Manchester M5 3EQ, United Kingdom. Tel : +44 (0) Fax : +44 (0) For additional information on Comodo - visit Comodo One MSP - Service Desk - Quick Start Guide 2016 Comodo Security Solutions Inc. All rights reserved. 23