Service Desk Issues

Products ITarian Service Desk
1

Is anyone else having issues with the Comodo One Service Desk?

For most of the weekend we have had issues getting into the Service Desk and / or it freezes when viewing the ticket list or trying to open an existing ticket.

Thanks
David

2

Hello @dipper

Did you receive any error messages upon attempting to access the Service Desk module?

When you refer to freezing, could you please provide us more details? If the module freezes, would you be able to access the Comodo One menu and open another module?

3

Other modules seem ok apart from being slow.

When I load up the Service Desk it takes approx 30 seconds for the ticket list to appear. I then click on a ticket and the screen goes blank (apart from the menus across the top).

4

Hello @dipper

Please clean the cache files from the browser and also, please try to access the module using a different browser.

If the outcome is the same, please send us an email at c1-support@comodo.com with a screenshot of the blank page & your Comodo One account.

If you don’t mind, please include the link to the current forum post in your email, to have it as reference.

We will then escalate the case to be further investigated.

5

I’ve cleaned the cache and tried other browsers and computers but it still persists.

I’ve just emailed support.

Thanks for your help.

6

Hello @dipper

We have received your email.

We have escalated your issue and we will get back to you as soon as possible with more updates.

7

After speaking with John at support it is now all working. Thanks for your help.

8

Looks like I spoke to early as it has again been dropping in and out all day. I’ve email support back again to tell them the issues still exists.

9

Hello @dipper

We will get back to you as soon as possible with more updates regarding the status of the Service Desk issue.

10

I may have to ditch it and use a 3rd Party

The Service Desk has been a constant problem.

  • Not responding
  • Not deleting or closing tickets
  • Not retrieving email tickets
  • Assigning tickets gives error with no explanation
  • Slow and inconsistent.

Feature poor:

  • Merging tickets
  • Entering time is difficult. I don’t want the ticket timer. Start and stop time is ok, if I can omit time spent on other tickets. A total time is preferred.
I can go on, but I don't think it will help. I am afraid to build my company around this. Please explain what the problem is and the measures taking place to fix it. Communication is key.
11

Hello @mike1

We have received your email and we have escalated the Service Desk issue.

We will get back to you via email as soon as possible with more updates.

12

Hello,

Service Desk module should be working fine now. Please let us know if this is not the case.

Once again, we apologize for the inconvenience created and we thank you for your patience and understanding.