Table of Contents

Tickets & Chats - Common Issues

Niamh Ferns Updated by Niamh Ferns

Ticket Access & Visibility

"I can't see the 'All Tickets' option in the Client portal."

The first thing to check when you encounter this is issue is to confirm if the user has the "All Tickets" permission active in DeskDirector.  See the below steps on how to grant the All Tickets permission:

  1. Navigate to your Admin portal
  2. Under Portal > Contacts, look for the user,
  3. Click on the user to see their details
  4. Click on the Permissions tab and confirm if All Tickets is checked and turn on if desired
    Once enabled, the user will now have the option to view their own tickets as well as all tickets for that company from the Client portal:

"Tickets are missing in DeskDirector but are still visible in my PSA."

The most important tool when troubleshooting any issues with tickets and other entities is the Diagnose Entities Tool in the admin portal. Enter the ticket ID of the ticket or entity in question and check the result. From the results, take note of details like Contact, Company, Board, Last Updated date and others.

  1. Verify ticket ownership
    First thing to check is to make sure the ticket in question belongs to the contact that reported the issue. Confirm and validate the contact name and ID and company name and ID.
    This is a very common reason why tickets won't appear for someone's portal, specially if they are a contact to multiple companies. Try switching accounts in the portal if that is the case.
  2. Check ticket's board assignment and permission
    If the ticket ownership checks out correctly, try to verify the ticket's board assignment and the contact's board access permission.
    From the diagnose entities tool, take note of the ticket's board assignment (name and ID). Now, go to the contact's board access permission. In the Admin portal, head to Portal > Contacts and confirm if they have access to the board the ticket is on.
    If they don't have access to the board, either allow them access to the board, or move the ticket to a board they have access to.
    This applies to the Tech Portal too. If a service agent can't access a ticket, verify their board/queue restriction.
  3. Check whether the ticket has been updated the past 6 months
    DeskDirector will only catch and display tickets that have been updated in the past 6 months. To confirm if this is the reason why tickets are missing from your DeskDirector instance, check the ticket in your PSA or use the Diagnose Entities tool and check for a field in the response indicating when the ticket was last updated.
    This time limit restriction on what tickets are displayed is to help improve DeskDirector's performance. Any tickets that have not been updated for the past 6 months will be purged from our own database, leaving a copy of the ticket untouched in your PSA.
    If you have confirmed that the ticket has not been updated for the past 6 months, you can either tell the customer about this, or update the ticket in your PSA. That will force our system to re-sync the ticket and add it to the DeskDirector database.
If you have checked all these and the ticket is still missing, please reach out to our support team so we can check further.

"My customer is seeing deleted tickets in portal."

These are known as orphaned tickets and sometimes need to be deleted manually.

Some teams never delete their tickets: the ticket are just moved to a spam board or get closed.

To streamline the experience in DeskDirector, we normally cache tickets that have been synced into the system. There are instances where when a ticket is removed in your PSA, it may still appear in DeskDirector. Our sync system is unfortunately unable to detect when an entity's deleted in your PSA due to restrictions in the ConnectWise and Autotask APIs, leaving many tickets orphaned inside our database.

To handle this, we have scheduled daily tasks to go through and hunt down orphans.

Detailed schedules are listed below.

  • Sun - Fri 01:00 AM, system verify any tickets that's been updated within last 7 days.
  • Sat 01:00 AM, system will verify through all cached tickets.
ConnectWise Advanced Detection

On top of daily schedule, we have also implemented integration with ConnectWise's webhooks. That way, we can allow our system to have nearly real time detection of any deletion from ConnectWise then sync it with our database.

Manually Deleting Orphans

Just like any system, automatic removal of orphaned tickets in DeskDirector may fail, but don't worry as you can easily manually delete these orphaned tickets from the DeskDirector admin console. To do that, just head to Advanced > Delete Tickets > Verify Tickets.

Once on the page, just enter the ticket number of any orphaned tickets then hit the "Delete Tickets" button. This should purge the ticket from DeskDirector's database just like how it is in ConnectWise/Autotask.

Frequently Asked Questions

"I specified the wrong ticket number and deleted a valid ticket. What should I do?"

If a ticket is removed from DeskDirector by mistake, you can just add a note to the ticket in Autotask/ConnectWise and our engine will bring that ticket back to DeskDirector on next sync.

How did we do?

DeskDirector Desktop App - Installation Issues

ConnectWise Integration - Common Issues

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