Getting Started with DeskDirector
Admin Console : Getting Started
Enable/Disable Chat Callback Feature
Enabled/Disable Pre-Ticket Chat
Enable or Disable the 'Something Else' Option
Embedding Media as the Help Page
Portal Permissions in DeskDirector
FastTrack in DeskDirector
Setting Up and Using the VIP Priority
How to setup the Flag feature (ConnectWise)
Have Approvals go to Approvers according to site (ConnectWise)
Getting started with DeskDirector Forms
DeskDirector Forms - Question Types in Detail
DeskDirector Forms - Dynamic Fields
DeskDirector Forms - Sections and Conditionals
DeskDirector Forms - Embed content
DeskDirector Forms - Title Automation
Importing Wufoo Forms to DD Forms
Managing Contacts in DeskDirector
Exporting Contacts as CSV
Ticket Group Permissions
Intro to Menu Items
Creating Menu Items
Extension Menu Security and Query Paramaters
Adding BiggerBrains Menu Item
Getting Started with the Learning Center
How to change the name of the Learning Center
Useful Learning Center Tips - Adding files from Google and Dropbox
Default Ticket Board and Source
Setting up your Approval Statuses
Adding a VIP Priority via the Admin Console
Automatic Contact Creation
Setting Reopened Ticket Status
Setting Status when Ticket is Closed
Change Ticket Status when Customer Adds Note
PSA Integration (ConnectWise/Autotask)
Setting Office Hours
Enabling OAuth (Microsoft Login) for DeskDirector Portal
Logging in with Passwordless
Global Magic Token: Logging in via URL
Email Notifications Overview
Setting up Office 365 Mail Delivery
Setting up SMTP Server Mail Delivery
Getting Started with Email Template Engine - DeskDirector
Creating Custom Email Template
Setting Email Templates for Notification Events
Email Templates Auto Login Link
HTML Email Templates - ConnectWise
HTML Email Templates - Autotask
ConnectWise Sell (previously Quosal)
How to configure ConnectWise Sell (previously Quosal) Order Porter integration
Adding ConnectWise Sell (previously Quosal) Order Porter link to opportunity
How to setup the DeskDirector Flow Connector
How to share the DeskDirector Flow Connector
DeskDirector Flow Connector Reference
DeskDirector Flow Connector Ticket Event Payload Reference
Flow integration example - Microsoft Teams notifications
Flow integration example - DD Forms
Flow integration example - workflow with user interactions
Deleting Orphaned Tickets
ConnectWise API Integration Tester
Autotask Data Sync
Diagnose Entities Tool
Tech Portal : Getting Started
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
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
Client Portal : Getting Started
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
Quotes & Invoices
Logging in to DeskDirector Workflow
Tickets & Chats
Notifications & Broadcasts
Custom Forms & Request Types
Custom Email Templates
Approvals in DeskDirector
Advanced Authentication. No password, Single Sign On, MFA and beyond?
Other DeskDirector Features
How Tos & FAQs
APIs and Integration
Creating an Integrator Login in ConnectWise (SOAP API)
Creating a ConnectWise RESTful API Key
Creating an integrator API resource in Autotask
Autotask 2020.3 integration (API) resource migration
How User Authentication works in DeskDirector
Setting/Resetting a Contact's Password
Logging in with Active Directory
Diagnosing Automatic Login Issues
Installing the DeskDirector Desktop Portal
Diagnosing DeskDirector Desktop Portal Issues
Diagnosing login problems using the new DDGetSID CLI tool
Antivirus Blocking DeskDirector Portal Installation
Troubleshooting your DeskDirector Portal installation
DD Portal for Mac: Labtech Deployment Guide
DDPortal removal tool - uninstalling Windows portals
Instance & Account Queries
Setting up your custom domain
3000 Contact Limit FAQs
Finding out what server your DeskDirector instance is on.
How search works in DeskDirector products
Adding and removing features from your DD Portal Advantage plan
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 we set a landing page for the client portal?
User can't see "All Tickets" option
Tickets are missing in DeskDirector but they are on my PSA
My customer is seeing deleted tickets in portal
Ticket Description missing on ConnectWise emails
Top 10 Request Types
Generic vs Customized Request Types
Desktop Portal (Installed client) Vs. Web Portal (Web Client)
Subscribing to Chat Webhooks
Portal Deep Linking
Webhook Example with Zapier
Chat Session Payload
Legacy URL Linking in DeskDirector
Get started with portal extension page demo
Dynamic content based on logged in user
Portal Release Notes - Windows/macOS
Differences Between Desktop Portal v2 and v3/v4
Portal Release Notes - Web Client
The Learning Center is a great way to educate your clients and share documents with them. You can also link to videos and files hosted online. This page will take you through the steps on how to set up and customize your customer's Learning Center experience.
To get started, login to your DeskDirector admin console and head over to
Portal > Learning Center.
Creating Learning Center Category and Items
You can think of Categories as the folders that contain individual Learning Center pages. We provide everyone with some Microsoft examples to get them going - you can of course change or delete these if you wish.
1. Insert a New Category
Click the Add Category button, then enter a Category name that you want your clients to see and click Create. This will create a new Category to your learning center.
2. Add one or more Items to the Category
Open the category you wish to add the items to (in this case, the new category you created) then click on the Items tab. This tab contains all the learning items in the current category.
- To add an Item, Click Add Learning to open the new item screen then fill in the needed information.
- To edit an item, click on the name of the learning item. This will take you to a new screen to edit the details.
- To delete an Item, simply click Delete in the edit item screen, and when the pop up screen appears, click Ok.
- To set up who can view the learning center, click on the Filters tab. You can specify a company or contact in this tab.
Setting up Learning Center Access
To set up the Learning Center, head over to your Admin Console under Portal > Settings. On this page, under the Permissions tab, simply select Learning and add it to the list of global permissions. This will enable Learning for all your clients.
You can finetune access further by setting permissions in the company or contact level.
Set up Category Filters
Any user who has been given the Learning permission via the Admin Console will be shown this module in DeskDirector. You can create Categories that can only be seen by particular clients. This can be done in the Learning Center. Click on the Category you want to add a filter for to open the Category Settings page then click on the Filters tab.
On this screen, you can add/remove entries to Company Filter or Contact Filter. Click on the + icon to add companies/contacts from a pop-up. To remove companies/contacts, just click the checkbox beside there name and click the delete icon.
Only clients added in the filter will see this Category. If both fields are left blank, all your clients will be able to see the Category.
Q: Why are some links on the sample Microsoft learning materials not working?
A: The MS learning materials are setup as a starting point and we do not regularly check if the links are working. We are giving it to you as an example. You can replace it with your own learning materials or update MS learning links manually.