Tickets & Chats

Niamh Ferns Updated by Niamh Ferns

Getting Started with Tickets & Chats

There are 2 main ways that clients interact with technicians in DeskDirector: via tickets and chats. In both options, contact can be initiated by a service agent or an end user.

Tickets

Submitting a ticket as a client to technicians can be easily done via the client portal. Check these 2 articles that discuss about it

Clients can easily manage their tickets from the client portal. Here are

However, initiating contact via tickets can also be done by technicians, targeting a ticket to a specific user. Read more about it here: Creating a Ticket from the Tech Portal

The tech portal also has it's own way of managing all the tickets assigned to a technician:

Chat

As mentioned, not only can users interact via tickets in the DeskDirector Portal, this is also possible via chat.

There are 2 ways that a chat can be created - either initiated by the client or by the technicians. Read more about it here:

Managing tickets is also both done from the client and tech portal:

Troubleshooting

You can find more information on troubleshooting complicated issues with tickets and chats here alongside steps for related issues.

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Feature Configuration for PSA Integrations

A walk through all the fields available in DeskDirector forms

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