Legacy URL Linking in DeskDirector

Portal V1 only.
This article is out-of-date for Portal V2 users.

If you have Portal V2 switched on you will want to use our new Portal Deep Linking.
It supports all of the same features described here and more. Check it out!

URL Linking

The DeskDirector client supports the URL protocol so you can pass commands to DeskDirector which will navigate the user's session to various parts of the application.

The video below shows how to do this for a ticket, but there are more options below.

Syntax

The syntax is as follows;

ddportal://[command]

Command List

learningid={id} Takes the user to the learning specified by {id}, the id can be found in the admin console next to the learning. It is in the form of a GUID

ticketid={id} Takes the user to the ticket number specified by {id}, if they don't have the rights to view they will be prompted and be taken to their ticket list
requestsupport Takes the user to the request support section
mytickets Takes the user to their currently open tickets
invoiceid={id} Takes the user to the invoice number specified by {id}
recommendationid={id} Takes the user to the recommendation (opportunity) number specified by {id}. Currently there is no easy way to get this in ConnectWise

Examples

1. Simple example to open email

The example below will take a user to ticket 12345

ddportal://ticketid=12345

2. Add to template in ConnectWise

If you add the following HTML to a Service Email Template in ConnectWise the client will be able to click to open the corresponding ticket

<a href="ddportal://ticketid=[srnumber]">Open in DeskDirector</a>

3. Add to template in Autotask

If you add the following HTML to a Notification Template in Autotask the client will be able to click to open the corresponding ticket

<a href="ddportal://ticketid=[Ticket: ID]">Open in DeskDirector</a>

Tip

When clicking on an embedded link in Outlook, you may receive this security warning below:

"Microsoft has identified a possible security concern"

To prevent this from appearing each time, you will need to add the ddportalURL as a trusted hyperlink. This can be done via the registry keys below:

[HKEY_CURRENT_USER\Software\Policies\Microsoft\Office\15.0\Common\Security\Trusted Protocols\All Applications\ddportal:]
[HKEY_CURRENT_USER\Software\Policies\Microsoft\Office\14.0\Common\Security\Trusted Protocols\All Applications\ddportal:]
[HKEY_CURRENT_USER\Software\Policies\Microsoft\Office\12.0\Common\Security\Trusted Protocols\All Applications\ddportal:]
[HKEY_CURRENT_USER\Software\Policies\Microsoft\Office\11.0\Common\Security\Trusted Protocols\All Applications\ddportal:]

The following link will download a .reg file which can be run on the machine to add the required registry settings; dd-portal-protocol-helper.reg

DeskDirector Web Support

DeskDirector web also supports the use of these commands. The URL will look something like this:

https://YourDeskDirectorURL?[command]

Web Version Specific Commands

The web version supports the username and password of a contact in ConnectWise to be passed through URL parameters. This means you can distribute links to your users that will allow them to login without having to request a token or remember their password. This is especially useful for your email notifications when a ticket is created; by replacing the ConnectWise link with a link to DeskDirector web that users can automatically authenticate with it's going to really make their lives easier. The added benefit is that you will likely see increased traction to your web version.

Here is the command:

https://yourDeskDirectorURL?username=youremail@example.com&password=imawesome

Including a link inside your ConnectWise ticket emails is easy, you can make use of these ConnectWise tokens:

[contactemail]
[customerportalpassword]
[srnumber]

So the link to your client's ticket would look something like:

<a href="https://yourDeskDirectorURL?username=[contactemail]&password=[customerportalpassword]&ticketid=[srnumber]">View your ticket in our portal!</a>