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
Listed below are the questions we get asked regularly about deploying and maintaining DeskDirector. We will be adding things here all the time so check here first if you have a problem/question.
There are also some more general questions (licensing, features and requirements) on our website. Just head over here to view them.
1. Client Console (what you give your clients)
1.1. Is there an Auto Update feature for the client console?
With the DDPortal client, it will automatically update after 15 minutes of inactivity on the clients side. This means that once installed, it will always stay up to date with the updates that we push from our end.
For the older DeskDirector client and the Terminal Server version of DDPortal, no. The client will simply update itself to the latest version if you install a newer or the same version over the top of an existing install.
1.2. My clients can or can't see tickets I was expecting them to be able to see
The tickets that a customer sees in View Tickets is controlled through the DeskDirector Admin Console. Under Client security you can restrict what they are able to see, and you can always use the impersonate contact feature to check what a client sees.
1.3. Does DeskDirector support computers not on a domain?
Absolutely we do. They will just have to enter a username and password to log in the first time, or they can use or Passwordless log in.
1.4. Does the client work behind a proxy?
It certainly does. It will automatically attempt to detect and use the system configured proxy. As long as the client can connect to https://[yoursite].deskdirector.com then it should work fine.
All connections from the client are outbound and secured using SSL behind HTTPS (port 443) so there is no need to open any ports other than this.
If your proxy server is not working for what ever reason, ensure that port 443 is open for users to: https://[yoursite].deskdirector.com
1.5. Is a ConnectWise portal password created for new users?
Yes if a new user is created by our Active Directory integration it will create a random and complex portal password for them. However you need to remember that you can also set their password in DeskDirector, and these two passwords work individually from each other.
1.6. My clients can't see their ticket history (ConnectWise)
You likely have it set to not show closed tickets. You can change this by going to Setup Tables>Portal Configuration and changing the setting under the For Closed Tickets section.
1.7. I have enabled a feature by adding someone to the DeskDirector Groups but this is not showing on their end (ConnectWise)
DeskDirector no longer relies on ConnectWise groups, as it now uses built in permissions in the Admin Console to control these features.
2.1. Does DeskDirector's browser support Chrome Extensions?
The Client Console and Staff HUD use a browser control based on the Chromium engine (the same engine that the Chrome browser uses) for the display of webpages. Unfortunately Google doesn't allow for Google Chrome extensions to be supported by Chromium browsers. We are however working on a way to support this through another mechanism.