Getting Started with DD Chat
"Pre-Ticket Chat" Feature
"Call me Back" Feature
Creating a Chat Session
Handling Chat Requests
Changing your Presence
Subscribing to Webhooks
Viewing Chat History
Getting Started with Broadcasts
Who Can Send a Broadcast
Sending a Broadcast
New Features and UI Designs
New Request Support UI
How to roll out new portal features and UI designs
New Ticket User Interface - V2
Enabling OAuth for DDPortal
How User Authentication works in DeskDirector
Diagnosing Automatic Login Issues
Logging in with a Username + Password
Logging in via URL
Logging in with Passwordless
Logging in with Active Directory
Client Security/Permissions Configuration
Client Security (Autotask)
Portal Access (ConnectWise)
How Additional Access works
Contact Creation Rule
Customer Closed Tickets.
DD Advantage Configuration
DD Custom Domain
DDPortal for Windows
Diagnosing login problems using the new DDGetSID CLI tool
Branding Windows & macOS Portal Installers
DD Portal for Windows: Kaseya Deployment Guide
Getting Started with DD Portal
Installing DD Portal
Troubleshooting your DeskDirector Portal installation
Uninstall Script for DDPortal
Troubleshoot a login failure to the DeskDirector Client
Diagnosing login problems using the DDGetSID tool
DD Portal Terminal Server/Citrix
DD Portal for Windows: LabTech Deployment Guide
DD Portal For Windows: N-central/N-able Deployment Guide
DDPortal for Mac
DD BaseCamp Documentation
Quotes & Invoices
Send emails with Office 365
Adding Media to Play When First Launching the Client
The Flag feature (CW Only)
SMTP / Email Settings
"Ensure VIP ticket's priority" Feature
Setting Up and Using the VIP Priority
Filtering companies in Company Configs
FastTrack in DeskDirector
Change Ticket Status when Customer Adds Note
Branding & Customization
Get Started with Email Template Engine - DeskDirector
HTML Email Templates - ConnectWise
HTML Email Templates - Autotask
Avatars in DDPortal
DeskDirector Web Branding
Theming in DeskDirector
DeskDirector Forms and Request Types
Importing Wufoo Forms to DD Forms
Getting started with DeskDirector Forms
DeskDirector Forms - Question Types in Detail
DeskDirector Forms - Webhooks
DeskDirector Forms - Sections and Conditionals
Setting up Request Types
DeskDirector Forms - Dynamic Fields
Request Type Ordering
Ticket Title Automation
Account & FAQ
Portal and User Issues
Instance & Account Queries
Logging into the Admin Console.
3000 contact limit FAQ
The Admin Console Dashboard
Adding and removing features from your DD Portal Advantage plan
Finding out what server your DeskDirector instance is on.
Enabling Master Admin
Creating an Integrator Login in ConnectWise (SOAP API)
Top 10 Request Types
Getting Started - Admin Console
Frequently Asked Questions
Creating a ConnectWise RESTful API Key
CSV Reporting Tool
Generic vs Customized Request Types
DDPortal (Installed client) Vs. DDWeb (Web Client)
Creating an integrator resource in 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
Common WuFoo errors
Wufoo not working
Changing the Summary of Wufoo Tickets
Creating your first Wufoo form
Adding Wufoo Forms To Request Support
Common WuFoo errors
Getting started with WuFoo Forms
Debugging Your Wufoo Integration
Portal Release Notes - Windows/macOS
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 to set up and customize your customer's Learning Center experience.
Head over to the Manage Learning tab of your Admin Console page:
(These steps are the same for both ConnectWise and AutoTask clients)
Creating your first 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. In the text box, enter a Category name that you want your clients to see and click Save Changes. This will add your new Category to the end of the list. Now you can click on this Category to be taken to the options for it.
2. Add one or more Items to the Category
1. To add an Item, Click Add Learning to open the new item screen and fill in the infomration.
2. To edit an item, click edit. This will take you to a new screen to edit the details.
3. To delete an Item, simply click Delete, and when the pop up screen appears, click Yes.
4. To set up who can view the learning centre, click on manage filters.
That's it, you're done!
Setting up Learning Center Access
To set up the Learning Center, head over to your Admin Console under Access Control > Client Security. On this page, under the Permissions tab, simply select Learning and add it to the list of global permissions. You can change this in a company or contact level too. This will enable Learning for all your clients.
Set up Category Filters
You may want to create Categories that can only be seen by particular clients. This can be done in the back in the Manage Learning page.
Click on the Category you want to add a filter for to open the Category Settings.
Click the Manage Filter button.
On this screen, you can add entries to Account Filter or Contact Filter.
For ConnectWise users, select the Company from the drop-down box and click Add.
For AutoTask users, click Add. This will open the selector page where you can select clients to add to the filter.
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.