Getting Started with DeskDirector
Admin Console : Getting Started
Branding your DeskDirector Portal via Brand Packages
Color Theming a Portal via Brand Packages
Avatars in the DeskDirector Portal
Enable/Disable Chat Callback Feature
Enable/Disable Pre-Ticket Chat
Enable or Disable the 'Something Else' Option
Embedding Media as the Help Page
Portal Permissions in DeskDirector
FastTrack in DeskDirector
Setting Up and Using the VIP Priority
How to setup the Flag feature (ConnectWise)
Have Approvals go to Approvers according to site (ConnectWise)
Setting up Request Types
Request Type Ordering in the Client Portal
Getting Started with Request Type Groups
Getting started with DeskDirector Forms
DeskDirector Forms - Question Types in Detail
DeskDirector Forms - Dynamic Fields
DeskDirector Forms - Dynamic Fields Implementation Example
DeskDirector Forms - Sections and Conditionals
DeskDirector Forms - Embed content
DeskDirector Forms - Replace Summary Field with Title Automation
Importing Wufoo Forms to DD Forms
DeskDirector Forms - Dynamic content
DeskDirector Forms - Field value format for automation
Managing Companies in DeskDirector
Filtering Companies to Manage
Exporting Companies as CSV
Managing Contacts in DeskDirector
Exporting Contacts as CSV
Ticket Group Permissions
Intro to Menu Items
Creating Menu Items
Extension Menu Security and Query Paramaters
Adding BiggerBrains Menu Item
Getting Started with the Learning Center
How to change the name of the Learning Center
Useful Learning Center Tips - Adding files from Google and Dropbox
Email Notifications Overview
Setting up Global Email Notification Settings
Setting up Office 365 Mail Delivery
Setting up SMTP Server Mail Delivery
Setting up SendGrid Email Delivery
Getting Started with Email Template Engine - DeskDirector
Creating Custom Email Template
Setting Email Templates for Notification Events
Email Templates Auto Login Link
HTML Email Templates - ConnectWise
HTML Email Templates - Autotask
Troubleshooting email delivery issues using "Delivery History"
Default Ticket Board and Source
Setting up your Approval Statuses
Adding a VIP Priority via the Admin Console
Automatic Contact Creation
Setting Reopened Ticket Status
Setting Status when Ticket is Closed
Change Ticket Status when Customer Adds Note
PSA Integration (ConnectWise/Autotask)
Setting Office Hours
Enabling OAuth (Microsoft Login) for DeskDirector Portal
Logging in with Passwordless
Global Magic Token: Logging in via URL
ConnectWise Sell (previously Quosal)
How to configure ConnectWise Sell (previously Quosal) Order Porter integration
Adding ConnectWise Sell (previously Quosal) Order Porter link to opportunity
Microsoft Flow (Power Automate)
Deleting Orphaned Tickets
ConnectWise API Integration Tester
Autotask Data Sync
Diagnose Entities Tool
Service Agent Change Log
Auditing and Analytics
Contact Authentication Audit Log
Tech Portal : Getting Started
Managing Tickets from the Tech Portal
Tech Portal Ticket Details
Creating a Ticket from the Tech Portal
Request more information (forms request) with Task Forms
Enable/Disable Time Entry Timer Autostart
Getting Started with DeskDirector Chat
Handling Chat Requests
Viewing Chat History from the Tech Portal
Creating a Chat Session from the Tech Portal
Changing your Presence
"Pre-Ticket Chat" Feature
"Call me Back" Feature
Client Portal : Getting Started
Creating a Ticket from the Client Portal
Submitting a Generic Ticket
Creating a Chat Session from the Client Portal
Viewing Chat History from the Client Portal
Quotes & Invoices
Logging in to DeskDirector Workflow
DeskDirector Roles and Permissions
Tickets & Chats
Notifications & Broadcasts
Custom Forms & Request Types
Custom Email Templates
Surveys in DeskDirector
Approvals in DeskDirector
Advanced Authentication. No password, Single Sign On, MFA and beyond?
BiggerBrains & Learning Center
Other DeskDirector Features
Ticket Dynamic Contents
How Tos & FAQs
APIs and Integration
ConnectWise SOAP API credential
Creating an Integrator Login in ConnectWise (SOAP API)
Creating a ConnectWise RESTful Integrator API Key
Autotask integration major update 2022
ConnectWise Member Impersonation
Autotask Resource Impersonation
Creating an integrator API resource in Autotask
Autotask 2020.3 integration (API) resource migration
Third-party integration with DeskDirector
How User Authentication works in DeskDirector
Setting/Resetting a Contact's Password
Logging in with Active Directory
Installing the DeskDirector Desktop Portal
Diagnosing DeskDirector Desktop Portal Issues
Diagnosing automatic login issues (ActiveDirectory) using the DDGetSID CLI tool
Antivirus Blocking DeskDirector Portal Installation
Troubleshooting your DeskDirector Portal installation
DD Portal for Mac: Labtech Deployment Guide
DDPortal removal tool - uninstalling Windows portals
Deploying DD Desktop Portal v5 via PowerShell
Desktop Portal v5 Installation & Common Issues
Instance & Account Queries
Setting up your custom domain
3000 Contact Limit FAQs
Finding out what server your DeskDirector instance is on.
How search works in DeskDirector products
Portal and User Issues
User can't log in
DeskDirector Portal Browser Support
Contact can't login portal, the contact is missing in admin console but it is in ConnectWise
DeskDirector Tech Portal - How to take advantage of browser tabs
Add DeskDirector Tech Portal as a Custom Menu item inside ConnectWise Manage
Sign in with Microsoft Issue in Tech or Admin Console - "Need Admin Approval"
How do I add Tech Members/Contacts/Companies to my DeskDirector instance?
Time Stamps in DeskDirector Portal
Missing contacts or companies in DeskDirector but they are in my PSA
User Group FAQs
Chat permission granted but "Chat" option is missing on "Contact Support" page
How do we set a landing page for the client portal?
User can't see "All Tickets" option
Tickets are missing in DeskDirector but they are on my PSA
My customer is seeing deleted tickets in portal
Ticket Description missing on ConnectWise emails
Top 10 Request Types
Generic vs Customized Request Types
Desktop Portal (Installed client) Vs. Web Portal (Web Client)
Common WuFoo errors
Changing the Summary of Wufoo Tickets
Creating your first Wufoo form
Adding Wufoo Forms To Request Support
Getting started with WuFoo Forms
Debugging Your Wufoo Integration
Switching PSA or merging with another CW/AT instance
How to Allow Time Entries for StreamlineIT Members
Essential and Dynamic Plan Breakdown
Subscribing to Chat Webhooks
Portal Deep Linking
Webhook Example with Zapier
Chat Session Payload
Legacy URL Linking in DeskDirector
Get started with portal extension page demo
Dynamic content based on logged in user
Exporting Portal Usage
TimeZest integration with DeskDirector
Troubleshooting Connectwise/Autotask-related integration issues
Portal Release Notes - Windows/macOS
Differences Between different Desktop Portal version
Portal Release Notes - Web Client
Release Notes in the Admin Portal
Updated by Jason He
In all products DeskDirector has created, we use full-text search for all list interface. Different to traditional contains or start with approach, full-text search provide flexibility that traditional approach cannot compete. It is also not perfect, it has trade off.
More info regarding to this technology you can check out wikipedia page.
How index and tokenization works?
For each collection, we will mark few property as query fields. Information within will be tokenized and indexed by database. Different to traditional database, full-text search requires break down information into tokens. When search, we are search on tokens instead of sentence.
Basic tokenization for English is split information by space, special chars and new lines. All tokens are case insensitive.
The quick brown fox jumped over the lazy dogs, Bob@hotmail.com 123432.
Above sentence will produce following tokens.
[quick] [brown] [fox] [jumped] [over] [lazy] [dog] [email@example.com] 
How is system determine most matched object?
When system analyze search terms, it will tokenize search string. It will match on two different criteria. The highest rating will be returned at start.
- Any token that's exactly match will give rating of 2
- Any token that's start with search term will give rating of 1.
- Repeat match will increase it's total rating.
For example, we have two user with following name.
- Jamison Knight / firstname.lastname@example.org from Euro Health Center
- Jamison Coon / email@example.com from Europtimum
Search term: Euro Jamison will give 4 rating for Jamison Knight and 3 rating for Jamison Coon. Since Jamison Coon only has start with match with Europtimum, while Jasmison Knight has exactly match with Euro.
What kind of terms we can use for different collection?
DeskDirector has put a lot of effort to analyze the important fields that should be included inside index. I will summarize them below.
- Company / Account: name, identifier
- Contact: first name, last name, primary email, secondary emails, title, email domain.
- Member / Resource: first name, last name, primary email, secondary emails, identifier
- Ticket: tittle, initial description, identifier
1. How many terms can we include in search?
Same as many other full-text search implementation. You can include as many terms as you like to. You can event type in sentence.
2. Why cannot we add sorting to search result?
Without search, sorting is allowed. With search, sorting will only create confusion. For example, if sort result by text, then higher rating result could end up on page 2 or 4.
That is the reason why full-text search never allow ordering. e.g. Google
3. When I search contact, there could be result from different companies. How do I improve accuracy?
You can add email as addition to existing search term, you can also add company filter. That way, only contact from that company will be returned.
4. How come there are many false-positives?
Full-text searching is likely to retrieve many documents that are not relevant to the intended search question. Such documents are called false positives. They often appear at end of search results, where they are partially matched with search terms.