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
Automatically logging in to DeskDirector is a feature that users and MSPs love. It means one less password, one less hassle, one less hurdle between you and the user.
Occasionally this doesn't work but never fear we're here to help you through figuring out why that is.
The first thing to check is the companies that have been set up in the DeskDirector Administration Console, there's an article that covers this topic over here.
Check that the ConnectWise Company ID matches what's in ConnectWise (Including spaces).
Also check that the Domain SID associated with the Company ID matches the Domain SID that the DDGetSid Tool returns, bar the last group of digits as these are ignored.
If you're in an environment where a company has multiple domains then you can add multiple Domain SID entries with a single Company ID.
Contacts in ConnectWise
Check the user's contact in ConnectWise. There should be an email in the email field and when searching for the email address only one record should exist.
DeskDirector checks to see if the email it retrieved from AD (the process for which can be viewed here) exists in CW and creates a new contact using the AD information if it doesn't. This means if there's a contact without an email address, or an email address that differs from what is in AD, DeskDirector will create a new Contact meaning tickets logged will be associated with the new contact.
Check that the Portal Disable Flag is False. If it is set to true, the users would not be able to log in to DeskDirector using AD or their CW credentials.
Checking the portal account
Check if you can manually log in to the user's portal account, if the portal account isn't working for some reason DeskDirector won't be able to log in.
This can be done by holding login out of the application and then login in under the user you want to check.
If you don't know the password you can set it in the Contact Details of the Admin Console. You can get here by drilling down into a contact from the Impersonate Contacts tab.
To clear the cookie that has now been stored locally so that automatic log in doesn't use the regular email and password delete the Cookie key from