Permissions & Feature Configuration (ConnectWise/Autotask Partners)

Updated 1 hour ago by Niamh Ferns

This article is only relevant to our partners using ConnectWise or Autotask backend PSA for DeskDirector. For our partners using DeskDirector's native Tokity backend, please see Permissions & Feature Configuration (Tokity).

Feature Configuration

Defaults

There are instances where a ticket is created, but doesn't fall under any specific area. This is where the default ticket board and source comes in handy. Ticket defaults allow you to set the board and source for tickets when they can not be specified in a Service Type. You can easily set these two in the Admin Portal under System > Feature Configuration > Defaults.

Default Board

Having a default board can be used in the following situations:

User selects Something Else support option when submitting a ticket
Tickets created by the Pre-ticket Chat feature
No Service Types have been set up
No board is specified inside a specific Service Type

Default Source

The default source setting adds information to the ticket saying where the request came from. As with the default board, this setting acts as a fallback unless the source has been explicitly defined in another location.

Tickets

Client Portal

Under this section, you can configure general settings for your Client Portal:

Whether ticket created emails should always have a description
Whether machine details should be included as an internal note on tickets in your PSA
Whether to sort tickets by status
Whether to ignore child Tickets
Whether to exclude resolved tickets in the tickets list

File Storage

Here you can enable or disable File Storage in DeskDirector for attachments.

Email Behavior

Here you can configure email specific behavior like whether DeskDirector should avoid aggressive notifications with ConnectWise.

Approvals

Actions

DeskDirector allows for automatic status changes for the following actions:

Ticket closed by user
Ticket reopened by user
Ticket fast tracked by user
Ticket updated by user

When a ticket is updated in this way, they will be moved to the associated status automatically. You can read more about these events below.

Screenshot above is for Autotask instances. For ConnectWise, you will need to manually type the status and DeskDirector predictive typing will try to present you options that match what you have written so far.

Ticket Updated: The ticket updated status change is triggered when users update a ticket either by adding a CC or replying to a ticket. This functionality can be easily configured in the DeskDirector admin portal. Head to System > Feature Configuration > Tickets. Under the "Actions" area, you'll be able to change this as well as your other statuses.
Ticket Closed: Customers have the ability to mark their tickets as closed directly from the DeskDirector Portal. Settings for this can be found on the Admin Console in the following location: System > Feature Configuration > Tickets Tab > Close ticket status name.
Many companies will use the same closed status for those closed by service agents and by end users. Another approach is to create a secondary closed status in your PSA (e.g. "Closed by Customer"). This allows you to search which tickets have been previously closed by your customers.
Ticket Reopened: DeskDirector gives end users the ability to re-open tickets that have been closed for up to 30 days after they have been closed. This means that if you have systems that automatically close tickets, have ticket closed incorrectly, or an issue comes back after both parties thought it was resolved, end users can reopen their ticket without having to raise a new one.
To reopen a ticket, the client just needs to login to their Client Portal the open the closed ticket. The option to "Reopen Ticket" should be at the bottom of the ticket. Any "Reason for Reopening" added will be left as a ticket note, and the ticket will be moved into the reopened status.
Clients will only be able to reopen a ticket within 30 days of the closing date
Ticket Fast Tracked: DeskDirector gives users the ability to fast track tickets. These tickets will appear under a special status and can trigger events or the Power Automate Connector Trigger.
Ticket Escalated: DeskDirector gives users the ability to Escalate tickets.

VIPs

Under the VIP section, you can configure whether to use a dedicated VIP priority for important users (like managers, C-Suites, or emergency contacts). To use this, set a Priority to use for your VIP and then tick Ensure VIP Priority.

Permissions

Permissions in DeskDirector follow a system called Cascading Override. That is, your permissions go from the widest scope (Globally Scoped) to narrowest scope (User Scope) where narrower scopes will always overwrite a wider scope.

As an example, if you have a global setting that Disables Fast Tracking and a company specific setting that enables Fast Tracking, that companies users will override the global setting and will retain access to the Fast Track feature.

If you then set a user under that company to override the company setting and again disable Fast Track, that specific user will have Fast Track disabled regardless of the company specific settings.

This is important to understand when troubleshooting common issues in DeskDirector for your end users.

Global Settings

Global settings can be configured under Portal > Global Settings. You will have access here to configure the feature flags, feature permissions, a global portal menu, and global service group for all contacts and companies in your DeskDirector instance:

You can also set a global baseline for what Boards/Queues, Quotes, and Invoices should be accessible to your Companies, Contacts, and Members/Resources:

Feature Flags

This section is only configurable at a company scope.

You can enable or disable access to chat callbacks, pre-ticket chats, or the something else support option at a company level under Portal > Companies > {Company} > Feature Flags:

You can also configure a custom help page and whether your contacts should only be able to submit tickets through a Contact/User Group.