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
Updated by Jason He
DD Admin Console > General Configuration > Features > Contact Creation Rule.
DeskDirector has mechanism to automatically create contacts. This provides our customers an easier onboarding option.
To automatically create a contact, Desk Director first needs to figure out which company the contact should be created under. We will use 1 of 2 methods for checking this, each with their own separate KB article:
Normally active directory or email domain can identify company, but there are scenarios where it does not apply.
1. Multiple companies share same account Active Directory SID.
2. Company that doesn't have email domain (e.g. contacts using a generic @hotmail.com domain)
3. Multiple company branches
Because of system limitations, it is hard to achieve branch isolation within Autotask or ConnectWise.
One recommended practice is to create different companies for each branch under a parent company.
In this scenario, those branch companies share same account security identifier and email domain.
To be able to cover those scenarios, DeskDirector provided several rule sets to decide what to do when automatically generating a contact.
Match SID (Security Identifier)
Sign in and creation uses Active Directory as the primary decision making.
When signing in, if there are multiple contacts with same email address, we will use Active Directory to find contact with matching company, then use most related contact as authorized user.
If user does not exist, we will create under the company with same Account Security Identifier. If there are multiple companies that match with Account Security Identifier, then we will find the most relevant by using email domain match.
Match SID (No Contact Creation)
This setting is similar to Match SID, the difference is, it does not allow automatic contact creation.
Match SID and Email Domain
This rule set applies to both contact creation and sign in.
When there are multiple contacts with same email address on login, our system will rank each contact and select the highest rank for which contact to use.
Contact's company that match with both Active Security Identifier and Email Domain is preferred over others.
When contact does not exist, we will find the company with both Account Security Identifier and Email Domain. If there no companies match both of them, but only match one of them, contact will not be automatically created.
Match SID and Email Domain (No Contact Creation)
This is same rule set as Match SID and Email Domain, however automatic contact creation will be disabled.
Match SID to sign in / Match SID and Email Domain to create
This requires a company to match both Active Security Identifier and Email Domain for a contact to be created. If there is no company that matches, a contact will not be created.
When multiple companies has same SID
This is special scenario, for this case, we can use Custom SID (advanced) to cover that case.