Service Desk

What is Service Desk?


Service Desk is a ticket management system that comes under ITSM (IT Service Management) and provides enterprises with a single point of contact for meeting communication needs of all departments- internal as well as customer facing. A company, its customers, employees, business partners all would converge at the Service Desk and a strong and effective workflow would thus be maintained.

Service Desk

Why Service Desk Software?

Do you keep track of your customer requests with sticky notes, and email - or have you upgraded to using spreadsheets?

Well, none of these is an ideal solution for keeping tracking of all those many requests that your customers would keep on generating...

You need to easily track as to what the issue is, who it came from, what kind of SLA is in place to resolve it and such things.

The Comodo Service Desk module, integrated into the Comodo One MSP, provides you with an easy and efficient way to manage and respond to customer requests. It allows your customers help themselves; it offers them a place to log their issues, track its progress without having to email, call or text you. You can easily display the status of each ticket, whether it’s open, closed, overdue, even show different priority levels.

Comodo Service Desk provides you and your customers a clear insight, with clear statistics and reporting. There is also an integrated knowledge base providing your customers with instant answers to common questions, giving them the ability to help themselves, reducing the demand on your IT staff.

With Comodo One MSP completely integrating Service Desk with all of its modules, tickets can be created for actions needed from other modules and the actions taken, without having to leave Comodo One, providing your staff with a single complete IT management system.

Features/Benefits of Service Desk

  • Anytime access, completely cloud-based
  • Customized greetings
  • Automated emails and updates
  • Online, easy-to-use dashboards
  • Comprehensive tracking and reporting
  • Configurable ticket categories
  • Scripted responses
  • Automatic ticket routing
  • Integrated knowledge base
  • Service Level Agreement tracking (SLAs)
  • Escalation procedures
  • Branded customer portal and user experience
  • Ability to collect tickets via phone, web portal, email or automatically from endpoint monitors
  • Access to account tickets via Comodo One Mobile app

Types of Service Desk

There are, generally, four types of Service Desks available-

Local Service Desk: Located within or near an enterprise's premises, it caters to the requirements of a small or medium-scale enterprise. It would help address requirements of country-wise or location-wise entities of an enterprise. However, this service desk would not be enough to handle large volumes of calls or service requests.

Centralized Service Desk: A more cost-effective and efficient solution for ticket management, the centralized service desk helps manage larger volumes of tickets/calls with fewer staff members. An enterprise that maintains local service desks will benefit by merging them into a centralized desk.

Virtual Service Desk: This is the most commonly used type of service desk among enterprises, corporate and IT companies. Through the Internet, a single, centralized Service Desk takes care of all tickets raised from all types of devices and entities in different geographical locations. The tickets can also be addressed and managed by personnel in various geographical locations.

Follow the Sun Service: Some enterprises combine Service Desks located at multiple geographical locations to provide round-the-clock service.

Built to Supercharge your IT Help Desk

An ideal IT Help Desk must be able to prioritize and handle all requests, escalate tickets if necessary and also completely capture the working hours spent on the resolution of a ticket. In order to supercharge an IT Help Desk, the following factors are important-

  • All customer requests must be tracked as service requests
  • All important activities in the entire service delivery process must be linked – from service delivery to billing
  • Built-in workflow features that provide alerts on status of tickets must be followed
  • Workflow must be streamlined
  • The working hours for ticket resolution must be completely captured
  • Efficient resources for solving tickets must be ensured

The Comodo Service Desk ensures all this and thus is built to supercharge your IT Help Desk.

Comodo Service Desk

Comodo Service Desk is a fully featured ticket management system offered as part of Comodo One MSP, the Comodo One integrated platform for Managed Service Providers. The Service Desk software allows enterprises and corporates to implement effective workflows for both internal and customer-facing support departments. This system enables administrators and staff members to perform numerous activities including responding to tickets, reassigning or escalating tickets, generating reports, and creating knowledge base articles.

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