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
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
Setting up Request Types
DeskDirector Forms - Dynamic Fields
Request Type Ordering
Enable or Disable the 'Something Else' Option
DeskDirector Forms - Sections and Conditionals
Ticket Title Automation
Bigger Brains - How to allow access to your clients
Useful Learning Center Tips - Adding files from Google and Dropbox
Getting Started with the Learning Center
How to change the name of the Learning Center
Learning in DeskDirector
Quotes & Invoices
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
New Features and UI Designs
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
Adding Media to Play When First Launching the Client
The Flag feature (CW Only)
"Ensure VIP ticket's priority" Feature
Setting Up and Using the VIP Priority
FastTrack in DeskDirector
Contact Creation Rule
Customer Closed Tickets.
Change Ticket Status when Customer Adds Note
Portal for Windows
Getting Started with DD Portal
Installing DD Portal
Diagnosing login problems using the new DDGetSID CLI tool
Uninstall Script for DDPortal
DD Portal for Windows: LabTech Deployment Guide
DD Portal For Windows: N-central/N-able Deployment Guide
Troubleshooting your DeskDirector Portal installation
Differences Between Portal for Desktop v2 and v3
Portal for Mac
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
My customer is seeing deleted tickets in portal
Contact can't login portal, the contact is missing in admin console but it is in ConnectWise
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
Changing the Summary of Wufoo Tickets
Creating your first Wufoo form
Adding Wufoo Forms To Request Support
Getting started with WuFoo Forms
Debugging Your Wufoo Integration
Portal Release Notes - Windows/macOS
Portal Release Notes - Web Client
Advanced Use Case
Here are the main issues that you may run into with the DeskDirector Portal, and how to solve them
Ran MSI and did nothing.
The MSI won't show anything until you log out and then log back in. This is when you will see the new portal appear.
Downloaded EXE, uninstalled it and then installed MSI. Now it isn't installing anything.
When you download the EXE, it will create a folder under C:\Users\username\AppData\Local\deskdirectorportal . When the EXE is uninstalled it will clear the folder but not delete the contents. The MSI then looks to see if the folder exists, if it does, it assumes the portal has already been installed. You must delete this folder manually to get the MSI to run and install DDPortal again.
Ran the MSI logged out and logged back in and it still did nothing
There are two possible causes to this problem:
- The MSI does not fire the executable file stored inside "Program Files (x86)\yourDDPortalName\" or "Program Files\yourDDPortalName\".
- The MSI locates the exe inside program files, installs the program, but then cannot detect any of the files inside "%AppData%\Local\deskdirectorportal\app-1.x.x". It then cannot create any shortcuts for the end user or allow the user to execute the program.
For the second case, this is caused when after having installed the client successfully, you decide to uninstall the program but leave the msi installer intact. When the program has been uninstalled, not all of the folders get cleaned up correctly by the uninstall process (especially in particular the folder "%AppData%\Local\deskdirectorportal" may still exist). If this is the case, even if the folder itself is empty, make sure that the folder has been removed entirely and then log out and log back in. The MSI should retrigger the installation process.
I want to uninstall and then reinstall DD Portal
You should not ever have to uninstall and then reinstall DD Portal. DD Portal in itself handles updates automatically so you will never have to uninstall a previous instance of DD Portal to update it to a newer installer.
If you have understood this and still need to remove and reinstall DD Portal, please make sure you follow these instructions exactly:
1. Uninstall the application itself (via add or remove programs)
2. Uninstall the MSI if you used the machine wide installer
3. Ensure that the following folder has been removed: C:\Program Files (x86)\MSP DDPortal (or something like that, it will be named and specifically branded for your company)
4. Ensure that this folder is completely removed: %Appdata%\Local\deskdirectorportal
5. Ensure that this folder is completely removed: %Appdata%\roaming\DeskDirector Portal
Is there a way to automate the above?
We have been provided with a VBScript which automates steps 3-5 for all users on the machine and ensures that DDPortal has been removed cleanly for any users who have uninstalled DDPortal. This can be automated further by including in tandem another script that checks to see if the user has uninstalled DDPortal.
Set objFSO = CreateObject("Scripting.FileSystemObject")
Set output = WScript.Stdout
On Error Resume Next
Set colUsers = objFSO.GetFolder("C:\Users").Subfolders
For Each folder in colUsers
If objFSO.FileExists(folder.Path & "\AppData\Local\DeskDirectorPortal\.dead") Then
output.writeline "Applying fix"
Set objDDFolder = objFSO.GetFolder(folder.Path & "\AppData\Local\DeskDirectorPortal")
Note: Credit for this script is given to one of our partners Air-IT based in the UK.