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What is Service Desk?

Service Desk is a ticket management system that comes under ITSM 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.

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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.

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Why Comodo 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.

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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.

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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



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Our Customers' Success Stories

76 Bits Large

Based in Hammersmith, London, 76BITS designs, delivers and maintains IT solutions for customers across South East England, as well as Finland and Thailand. For nearly 20 years, 76BITS has been supporting businesses and helping them make the most of available technology to deliver increased performance, efficiency and reliability - from network design to maintenance and upgrades. "We are a small managed service provider in the U.K. that focuses on serving our customers with the very best IT experience possible - be that computer repairs, maintenance or security. We are currently taking full advantage of the remote management and monitoring module of Comodo One, which enables us to monitor our customers and service them faster. By having access to a proven, free service management tool like Comodo One, we can grow our business by automating tasks without sacrificing service or performance."

Mr. Mikael Berglund, CEO, 76BITS

Convey2web  Large

Convey2Web, LLC is a managed services provider based in Middletown, Delaware serving the IT needs of the community for the past 10 years. Convey2Web is an end-to-end provider of IT services including on-site and off premise monitoring, as well as web hosting, website development and website optimization. As a Comodo digital certificate customer, Convey2Web recently engaged with Comodo on its new Comodo One management platform.

"We needed to put a new remote management and monitoring tool in place – and the Comodo One platform came out as exactly the right time for us, just as we were evaluating other tools. We’ve already started rolling out the free Comodo RMM and Comodo Patch Management features to some of our customers, and it is already making a world of difference for our company. Because this platform was built by MSPs for MSPs, Comodo One is giving us better utilization of our internal resources, freeing up time to focus on additional customer challenges and solve them quickly –and, we’re saving money because it is all free. We can now move our break fix customers to a managed services model that will generate new revenue streams for us. We look forward to a very long relationship with Comodo and helping them to continue to make Comodo One a success for all."

Mr. Robert Morton, President, Convey2Web, LLC

Marly Computers  Large

Based in Gendringen, Netherlands, Marly Computers vof is a managed services provider that has been helping local companies with their IT needs since 2001. The company prides itself on its hands-on approach and personal attention it delivers to its cross section of customers in healthcare, education, manufacturing and technology industries with IT hardware, software and services solutions designed to aid its customers use technology to advance their businesses.

"Many customers of Marly Computers vof are small to medium sized businesses, who truly appreciate our hands-on and dedicated approach we take to solve their IT challenges. Our technical team is always on the road helping our clients, and the lack of a remote management and monitoring system in place always created a challenge for us. Since taking advantage of Comodo One's remote management features and offerings, we started seeing faster response times, quicker remediation and improved management of our customers. We are very happy to be an early adopter of the Comodo One managed services platform and look forward to exploring more of its offerings in the months to come."

Mr. Michel Engelbarts, CEO, Marly Computers vof

Xl Pro Tech  Large

Based in the United Kingdom, XL Pro PC has grown from a builder of custom PC’s back in 2008, to a full managed services provider servicing the IT needs of consumers and small businesses across Halifax and West Yorkshire. With a desire to always keep IT costs in check, XL Pro recently registered for the free Comodo One MSP IT management platform while looking for a stable RMM solution to better service its customer base. "Moving over to a new solution for remote monitoring and management was a vital step for our company's growth but it was also a process we needed to implement thoughtfully with a view to a long term strategy that works for us and our clients. It's important for managed services organizations like ours to keep costs down while also ensuring performance is never sacrificed. The money we are saving on licensing fees and other service costs through the Comodo One MSP allows us to hire more people and better compete for business. Comodo One MSP is an excellent solution that meets our RMM needs. The fact that there are additional features being added to the platform in the months to come allows us to focus on continued growth while also solidifying the customer relationships we have worked so hard to build."

Mr. Matt Helliwell, Company Director, XL Pro PC
(http://www.xlpropc.co.uk/site/)

Manage all your Helpdesk request within the organization automatically and assign incidents to the agents from Comodo One free service desk ticketing system


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