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Tickets comodo one

tickets comodo one

'Users' are the people who actually submit the tickets. Customers added to your Comodo One account are automatically imported to Service Desk. My Ticket. The 'My tickets' feature allows staff to view and take actions on tickets that are assigned to them. Tickets can be answered, re-assigned. Automation helps you manage everything from service requests to SLAs and prioritize and track tickets across. multiple forms of communication. COMPARISON PERFORMANCE AGENTLESS AGENT MANAGEENGINE

See 'Create a new ticket on behalf of a use r' for more information. Open: Tickets that are not yet resolved. Click the ticket number to answer, transfer, reassign or schedule the ticket. My Tickets - Tickets that are assigned to the person who is currently logged-in. Unassigned - Tickets that have not yet been assigned.

Admins can assign tickets to staff by clicking the ticket number then the 'Assign' link. See ' Assign tickets to a staff member ' for more details. Answered: Tickets for which there has been at least one reply. Click the ticket number to review, reassign, transfer and more. Overdue: T ickets that were not closed within the period specified in the SLA. Overdue tickets are automatically closed if set in the ' Ticket Settings and Options ' interface.

The schedule is shown on the staff member's calendar. Click the ticket number to answer, re-assign, transfer, re-schedule, etc. Paused - Tickets that are not being worked on at the current time. The ticket can be resumed by the staff member member assigned to the ticket, or by an admin.

Click the ticket number then 'Resume' to do this. Materials - View material costs and other expenses added to tickets by staff. Material costs must be approved by admin. Column Headers The columns you see depend on the filters you have chosen, and you can modify columns by clicking the ' Customize Columns ' button. Click the ticket number to open the 'Ticket Details' screen. Subject - A brief description of the issue. The subject is usually chosen by the user or staff member who created the ticket.

Tickets that were auto-created by another C1 module will simply state the name of the module responsible. The icon indicates that one or more collaborators have been added to the ticket CC list From - The name of the user who created the ticket, or on whose behalf the ticket was created. Priority - The criticality of the ticket. Tickets sent in by email can have their priority set by the sender's mail client. If no custom settings apply, then tickets are given the default priority of 'Normal'.

Device Name - The endpoint which generated the ticket. This is only shown for tickets auto-created by Endpoint Manager. Click the device name to view more details about the device. Assigned to - The text of this column header depends on the ticket status. For example, for 'Unassigned' tickets the column header will be 'Department'. Assigned to : The name of the staff member to whom the ticket is assigned Department : The name of the department to which the ticket is assigned Customer - The company of the user who raised the ticket Source - The channel through which the ticket was created.

See Ticket Categories for more on this. Department - The department in your organization to which the ticket is assigned Due Date - The date and time by which the ticket should be closed. Closed By - Staff member who closed the ticket. Status - Ticket progress.

Answered - Indicates whether or not a response has been given to the user. You can edit these pages and also create multiple versions of each type. However, only one page of each type can be live at any time. Column Headers Name: The label of the page Click the name of a page to view and edit it.

Type: The webpage on the support portal for which the content from this page is used. Possible values are: Landing, Thank-You, Offline and Other Status: Whether the page is active or disabled Select a page and click the 'Enable' or 'Disable' link at the top to activate or deactivate it. Date Added: The date on which the page was added. Last Updated: The date and time the page was edited and updated. Type: Select the support portal page for which this content is intended.

The options are landing page, offline page, thank-you page and other. Status: Choose whether to activate or deactivate the page. Page Body Paste the content for page in the rich text editor. Please note that ticket variables are only supported in the 'Thank-you' pages. Admin Notes Add any comments related to the page for internal reference. Click 'Add Page' to save the page.

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