Getting Started with DeskDirector
Admin Console
Admin Console : Getting Started
Portal
Settings
Profile
Features
Tickets
Permissions
Portal Permissions in DeskDirector
FastTrack in DeskDirector
Setting Up and Using the VIP Priority
How to setup the Flag feature (ConnectWise)
Quotes (ConnectWise)
Invoices (ConnectWise)
Service Catalogue
Forms
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
DeskDirector Forms - Dynamic content
DeskDirector Forms - Field value format for automation
Service Catalogue
Service Types
Service Groups
Enable or Disable the 'Something Else' Option
Companies
Contacts
Managing Contacts in DeskDirector
Exporting Contacts as CSV
Ticket Group Permissions
Contact Impersonation
Menu Items
Learning Center
Notebooks
Portal Access
Feature Preview
DeskDirector Desktop Portal V5
Tech
System
Feature Configuration
Default Board and Source
Adding a VIP Priority via the Admin Console
Automatic Contact Creation
Updating, Closing, and Reopening Tickets
Branding your DeskDirector Portal
Hosts Configuration
Office Hours
Advanced
Analytics
Account
Task Lists
Contact Authentication Audit Log
Tech Portal
Tech Portal : Getting Started
Tickets
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
Chat
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
Macros
Client Portal
Client Portal : Getting Started
Contact Support
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
Tickets
Quotes & Invoices
Deskdirector - Sign up walk through
Logging in to DeskDirector
Tickets & Chats
DeskDirector Roles and Permissions
A walk through all the fields available in DeskDirector forms
Getting Started with Custom Email Templates
Getting Started with Surveys
Notifications & Broadcasts
BiggerBrains & Learning Center
Features
Login & Authentication
Custom Branding
Approvals
Notifications
Email Notifications
Email Template Engine
Surveys
Broadcasts
Custom Menus
Easy Integrations
Analytics
Other DeskDirector Features
Ticket Dynamic Contents
The Learning Center
Menus
Menu Items
User Groups
Integrations
ConnectBooster
Wise-Pay
QuoteWerks
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)
Get started with the DeskDirector Power Automate Connector
Power Automate Administration
Power Automate Template Gallery
Featured Solution: Teams Ticket Discussion
Featured Solution: Ticket Briefing
DeskDirector Connector Triggers
Action: Create an email from template
Power Automate Connector - Setting up your first flow
Getting Support for the DeskDirector Connector for Power Automate
AutoTask
ConnectWise
BiggerBrains
Logging the ConnectWise API
Microsoft Teams App
Introducing the DeskDirector for Microsoft Team App
Setting up Content Security Policy (CSP)
Installing the Microsoft Teams App (Tech)
Setting up Tags for Teams Discussions (Tech)
Setting up DeskDirector for Microsoft Teams for your clients (Client mode)
Branding the DeskDirector Teams App
DeskDirector Teams App Notifications
User Groups Integration with Microsoft Teams
Troubleshooting
Advanced topic: Setting up Tech & Client Mode in the same tenancy
Integrating Microsoft Teams with DeskDirector Tech Portal
Smart Alerts for Tech Users
Release Notes - DeskDirector Teams App
Contact Support
Troubleshooting
APIs and Integration
ConnectWise 2019.5+
Autotask integration major update 2022
ConnectWise Member Impersonation
Autotask Resource Impersonation
Autotask 2020.3 integration (API) resource migration
Third-party integration with DeskDirector
Authentication
Desktop Portal
Diagnosing DeskDirector Desktop Portal Issues
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
Contact Limits 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?
Other Articles
Login & Authentication - Common Issues
DeskDirector Desktop App - Installation Issues
Tickets & Chats - Common Issues
ConnectWise Integration - Common Issues
Approvals - Common Issues
Troubleshooting via Web Developer Tools
Switching PSA or merging with another CW/AT instance
How to Allow Time Entries for StreamlineIT Members
Email & Email Delivery - Common Issues
Essential and Dynamic Plan Breakdown
Advanced Use
Generative AI
DeskDirector with Generative AI
Setting up AI Service Providers
AI Assistants in DeskDirector
Custom Tools for AI Assistants
Knowledge Bases for AI Assistants
Ticket Summary for Tech Portal
DeskDirector API
Subscribing to Chat Webhooks
Portal Deep Linking
Webhook Example with Zapier
Chat Session Payload
Get started with portal extension page demo
Dynamic content based on logged in user
Clean Tickets
Exporting Portal Usage
TimeZest integration with DeskDirector
Troubleshooting Connectwise/Autotask-related integration issues
Security
Glossary
Release Notes
Client Portal
Server
Tech Portal
Portal Release Notes - Windows/macOS
Differences Between different Desktop Portal version
Portal Release Notes - Web Client
Release Notes in the Admin Portal
Archived
Table of Contents
- All Categories
- Troubleshooting
- Tickets & Chats - Common Issues
Tickets & Chats - Common Issues
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:
- Navigate to your Admin portal
- Under
Portal
>Contacts
, look for the user, - Click on the user to see their details
- Click on the
Permissions
tab and confirm ifAll 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.
- 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. - 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 toPortal > 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. - 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.
"My customer is seeing deleted tickets in portal."
These are known as orphaned tickets and sometimes need to be deleted manually.
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.