Comodo One Software Version 1.8

Transcription

1 rat Comodo One Software Version 1.8 Service Desk End-User Guide Guide Version Comodo Security Solutions 1255 Broad Street Clifton, NJ 07013

2 Introduction to Service Desk Module Comodo Service Desk is a web based ticketing and supporting platform that can be used by organizations for their internal purposes, by service providers to manage their services to customers such as resolving problems raised by users, procure equipment for customers and so on. End users can raise their queries or requirement using the Service Desk by creating tickets. This guide is intended to explain how a user can raise a ticket, register in service desk, refer to the knowledgebase and more. The following sections provide more details on: Opening a ticket in Service Desk Registering for an account Checking ticket status Using knowledgebase Opening a Ticket in Service Desk The Service Desk help desk allows users to open a ticket in multiple ways: Using the web portal address provided by help desk Over phone to a staff member Opening a ticket via the web portal Enter the URL of the help desk web portal provided by your administrator. The help desk web portal will be displayed. Click either the 'Open New Ticket' tab at the top or the 'Open a New Ticket' button below the screen. The 'Open a New Ticket' screen will be displayed. C1 Service Desk - End-User Guide 2015 Comodo Security Solutions Inc. All rights reserved. 2

3 If you are creating a ticket as a guest user, then the 'Contact Information' section should be filled. This will be auto-populated if you are a registered user. Depending on the help topic chosen, the screen may have more sections for you to fill up. This is to automate the process of ticket allocation to the correct staff member/department in order to reduce the response time. Fill up the new ticket form and click the 'Create Ticket' button at the bottom. A 'Support ticket request created' screen will be displayed in the web portal and a confirmation will be sent to the user providing details of the ticket number and to which department the ticket is allocated. Using the ticket number and the address, you can check the ticket status. Opening a ticket via You can also create a ticket via by sending a message to the mail address provided by your help desk. A ticket will be created and you will receive an automated reply (if enabled by the administrator) with ticket details. You can then check the ticket status from the web portal. Opening a ticket over phone Another method of creating a ticket is to inform a staff member over phone who will open a ticket on your behalf. You will then receive an automated reply (if enabled by the administrator) with the ticket details. You can then check the ticket status from the web portal. C1 Service Desk - End-User Guide 2015 Comodo Security Solutions Inc. All rights reserved. 3

4 Registering For an Account A user can register an account in Service Desk either from the web portal by himself/herself or added by a staff member as a user. Register an account via web portal - Self enrollment To register yourself via the web portal, click the 'Sign In' link or the 'Check Ticket Status' button and then click the 'Create an account' link. The 'Account Registration' screen will be displayed. Fill in the form and click the 'Register' button. An containing account registration link will be sent to the entered address. On clicking the link, your account will be registered and 'Account Confirmed' screen will be displayed. Register an account Staff Member enrollment When a staff member has added you as a guest user and initiated the process of registration, you will receive an with an activation link to activate the account. After clicking the activation link in the mail you will be taken the 'Manage Your Profile Information' page. C1 Service Desk - End-User Guide 2015 Comodo Security Solutions Inc. All rights reserved. 4

5 Update the form with new password and click the 'Update' button. Now you can sign-in into the web portal using the new credentials. Checking Ticket Status Users, registered or guest, can check their ticket statuses from the web portal as well as from messages on staff member's response to their tickets. Registered Users Registered users should sign-in into their account from the web portal. C1 Service Desk - End-User Guide 2015 Comodo Security Solutions Inc. All rights reserved. 5

6 On the top right side, the total tickets (open and closed) created by the user will be displayed in brackets. By default, the number of tickets that are open will be displayed. To search for a particular ticket, enter a word or sentence contained in the ticket in the first field, select the category, whether or open or closed, and then click the button 'Go'. The results, if found, will be displayed. Clicking on the ticket number or the subject will display the ticket thread containing your initial request, staff member's reply and your responses. To post a reply, enter your response to the ticket and click the 'Post Reply' button at the bottom. Guest Users Guest users can view their ticket status by providing their ID and ticket number that was sent to them. Click the 'Check Ticket Status' link in the web portal C1 Service Desk - End-User Guide 2015 Comodo Security Solutions Inc. All rights reserved. 6

7 Enter the address and the ticket number in the respective fields Depending on the settings done by the administrator, the button below the 'Ticket Number' will be either 'View Ticket' or ' Access Link'. View Ticket Click this button to view the ticket status Access Link Click this button and a verification mail will be sent to your ID. Click the verification link in the mail to view the ticket status in a separate tab To post a reply, enter your response to the ticket and click the 'Post Reply' button at the bottom. Using Knowledgebase The 'Knowledgebase' tab in the web portal contains FAQs that help users to refer to before opening a ticket. The FAQs can be categorized according to their nature and will be displayed according to the selection. To view the 'Frequently Asked Questions' screen, click the 'Knowledgebase' tab in the web portal. C1 Service Desk - End-User Guide 2015 Comodo Security Solutions Inc. All rights reserved. 7

8 By default, all the FAQs added to the Service Desk will be displayed. To search for a particular FAQ, enter a word or sentence contained in the FAQ in the first field, select the category from the 'Categories' drop-down and then click the button 'Search'. The results, if found, will be displayed. To search for all FAQs under a category, select the category from the 'Categories' drop-down and click the 'Search' button. Make sure to keep 'All Help Topics' in the help topic drop down. The results will be displayed according to the search. To search for all FAQs that are associated with a particular help topic, select it from the 'Help Topics' drop-down and click the 'Search' button. Make sure to keep the selection 'All Categories' in the categories drop-down. The results will be displayed according to the search. Clicking on a FAQ will display the solution to the question. C1 Service Desk - End-User Guide 2015 Comodo Security Solutions Inc. All rights reserved. 8

9 About Comodo The Comodo companies are leading global providers of Security, Identity and Trust Assurance services on the Internet. Comodo CA offers a comprehensive array of PKI Digital Certificates and Management Services, Identity and Content Authentication (Two-Factor - Multi-Factor) software, and Network Vulnerability Scanning and PCI compliance solutions. In addition, with over 10,000,000 installations of its threat prevention products, Comodo Security Solutions maintains an extensive suite of endpoint security software and services for businesses and consumers. Continual innovation, a core competence in PKI and a commitment to reversing the growth of Internet-crime distinguish the Comodo companies as vital players in the Internet's ongoing development. Comodo, with offices in the US, UK, China, India, Romania and the Ukraine, secures and authenticates the online transactions and communications for over 200,000 business customers and millions of consumers, providing the intelligent security, authentication and assurance services necessary for trust in on-line transactions. 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 C1 Service Desk - End-User Guide 2015 Comodo Security Solutions Inc. All rights reserved. 9