Tickets can be single stage or multi-stage depending on the category to which the ticket belongs.
The ticket details screen contains multiple sections. Click the following links to jump to the section you need help with:
Click the following links if you need more info about any item:
The ticket actions box lets staff post replies, claim a ticket, re-assign a ticket, add materials, pause/resume a ticket, and more.
Click 'Save Changes' for your changes to take effect.
Change the department
The ticket category determines the department to which the ticket is assigned. The category is chosen by the user when they first create the ticket.
You can change the department if required.
Initiate Quotes for Products/Services
Comodo Quote Manager (CQM) allows you to generate price quotes for products and services (more details at https://help.comodo.com/topic-289-1-778-10458-Introduction-to-Quote-Manager.html).
Quotes can also be generated by Service Desk tickets then pushed to Comodo Quote Manager.
You must enable quotes in a department to use this feature. Go to 'Admin panel' > 'Staff' > 'Departments' > click on a department > enable the 'Quote' feature.
Initiate quotes from a ticket
View ticket threads
The 'Ticket Thread' pane contains a log of all actions taken on the ticket. Actions can be messages from the user, replies from staff, reassignments, status updates, and more.
View ticket logs
View the materials added to a ticket
View and manage time spent on a ticket
Start - Date and time the session began
End - Date and time the session finished
Time - Length of the session
Service Type - The kind of service provided during the session. Possible values are:
Staff - Name of the staff member who provided the support.
Billable - Whether or not the customer will be charged for the session.
Manual - Whether or not the any time was added manually by staff. For example, to cover time spent during a site visit.
Action - Controls for editing and removing a session:
- Edit the time spent
- Delete the item
There are two ways time spent can be added to a ticket:
Manually add time to a ticket
Staff – The drop-down lists staff assigned and staff added to the ticket. Select the staff member for whom you want to add time.
Start Time and End Time - Click inside the 'Start Time' and 'End Time' fields then enter the date/time manually, or select the dates from the calendar. Click 'Now' to use the current date/time as the start or end time.
Duration - This field is auto-calculated as the difference between the start and end times.
Service Type - Choose the service type offered during the session:
View and manage staff added to a ticket
Staff - The name of the staff member added to the ticket. Click the name to edit the member's details
Start - The date and time at which the staff member started working on the ticket
End - The date and time at which the staff member finished working on the ticket
Time Zone - The time zone of the staff member
Action - Controls for editing and removing staff
Add a new staff to the ticket
Start Date: Enter the date and time at which the staff member started working on the issue.
Hours: Enter the approximate period of time the staff member worked on the issue. This is only a rough indicator which will not be added to the actual time spent on the ticket.
Add a material or additional charges
New items have an approval status of 'Awaiting'.
Create a schedule for the ticket
Your calendar opens with the ticket details shown on the title bar:
Add a knowledgebase article from a ticket
The FAQ screen allows staff to select the category under which the FAQ will be placed. You can also specify articles which are related to the FAQ, and choose to make the FAQ 'Public' or 'Internal'.
You can change to an existing user, or create a new user:
Manage the forms for a ticket
Though the user may still be able to login to the web portal, they will not be able to create new tickets.
Print a ticket
Ticket print-outs contain all ticket activity as well as the time spent on the issue.
A PDF of the selected ticket is generated and shown:
Details about the user who submitted the ticket, or on whose behalf the ticket was submitted. This user is also known as the 'Owner' of the ticket. You change the ticket owner from this area.
Click the 'Change' button to specify a different owner.
Ticket information is fetched automatically from the system. You can change these details as required.
The time spent counter shows the time spent during the current support session.
The respective internal note screen is displayed.
You can close a ticket in two ways:
Manually close a ticket
Re-open a closed ticket
Staff members can now resume work on the ticket.
You can delete a ticket as follows:
Please note when a ticket is deleted, it cannot be recovered.