Getting Started with DeskDirector
Admin Console : Getting Started
Enable/Disable Chat Callback Feature
Enabled/Disable Pre-Ticket Chat
Enable or Disable the 'Something Else' Option
Embedding Media as the Help Page
Portal Permissions in DeskDirector
FastTrack in DeskDirector
Setting Up and Using the VIP Priority
How to setup the Flag feature (ConnectWise)
Have Approvals go to Approvers according to site (ConnectWise)
Getting started with DeskDirector Forms
DeskDirector Forms - Question Types in Detail
DeskDirector Forms - Dynamic Fields
DeskDirector Forms - Sections and Conditionals
DeskDirector Forms - Embed content
DeskDirector Forms - Title Automation
Importing Wufoo Forms to DD Forms
Managing Contacts in DeskDirector
Exporting Contacts as CSV
Ticket Group Permissions
Intro to Menu Items
Creating Menu Items
Extension Menu Security and Query Paramaters
Adding BiggerBrains Menu Item
Getting Started with the Learning Center
How to change the name of the Learning Center
Useful Learning Center Tips - Adding files from Google and Dropbox
Default Ticket Board and Source
Setting up your Approval Statuses
Adding a VIP Priority via the Admin Console
Automatic Contact Creation
Setting Reopened Ticket Status
Setting Status when Ticket is Closed
Change Ticket Status when Customer Adds Note
PSA Integration (ConnectWise/Autotask)
Setting Office Hours
Enabling OAuth (Microsoft Login) for DeskDirector Portal
Logging in with Passwordless
Global Magic Token: Logging in via URL
Email Notifications Overview
Setting up Office 365 Mail Delivery
Setting up SMTP Server Mail Delivery
Getting Started with Email Template Engine - DeskDirector
Creating Custom Email Template
Setting Email Templates for Notification Events
Email Templates Auto Login Link
HTML Email Templates - ConnectWise
HTML Email Templates - 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
How to setup the DeskDirector Flow Connector
How to share the DeskDirector Flow Connector
DeskDirector Flow Connector Reference
DeskDirector Flow Connector Ticket Event Payload Reference
Flow integration example - Microsoft Teams notifications
Flow integration example - DD Forms
Flow integration example - workflow with user interactions
Deleting Orphaned Tickets
ConnectWise API Integration Tester
Autotask Data Sync
Diagnose Entities Tool
Tech Portal : Getting Started
Managing Tickets from the Tech Portal
Tech Portal Ticket Details
Creating a Ticket from the Tech Portal
Request more information (forms request) with Task Forms
Getting Started with DeskDirector Chat
Handling Chat Requests
Viewing Chat History from the Tech Portal
Creating a Chat Session from the Tech Portal
Changing your Presence
"Pre-Ticket Chat" Feature
"Call me Back" Feature
Client Portal : Getting Started
Creating a Ticket from the Client Portal
Submitting a Generic Ticket
Creating a Chat Session from the Client Portal
Viewing Chat History from the Client Portal
Quotes & Invoices
Logging in to DeskDirector Workflow
Tickets & Chats
Notifications & Broadcasts
Custom Forms & Request Types
Custom Email Templates
Approvals in DeskDirector
Advanced Authentication. No password, Single Sign On, MFA and beyond?
Other DeskDirector Features
How Tos & FAQs
APIs and Integration
Creating an Integrator Login in ConnectWise (SOAP API)
Creating a ConnectWise RESTful API Key
Creating an integrator API resource in Autotask
Autotask 2020.3 integration (API) resource migration
How User Authentication works in DeskDirector
Setting/Resetting a Contact's Password
Logging in with Active Directory
Diagnosing Automatic Login Issues
Installing the DeskDirector Desktop Portal
Diagnosing DeskDirector Desktop Portal Issues
Diagnosing login problems using the new DDGetSID CLI tool
Antivirus Blocking DeskDirector Portal Installation
Troubleshooting your DeskDirector Portal installation
DD Portal for Mac: Labtech Deployment Guide
DDPortal removal tool - uninstalling Windows portals
Instance & Account Queries
Setting up your custom domain
3000 Contact Limit FAQs
Finding out what server your DeskDirector instance is on.
How search works in DeskDirector products
Adding and removing features from your DD Portal Advantage plan
Portal and User Issues
User can't log in
DeskDirector Portal Browser Support
Contact can't login portal, the contact is missing in admin console but it is in ConnectWise
DeskDirector Tech Portal - How to take advantage of browser tabs
Add DeskDirector Tech Portal as a Custom Menu item inside ConnectWise Manage
Sign in with Microsoft Issue in Tech or Admin Console - "Need Admin Approval"
How do we set a landing page for the client portal?
User can't see "All Tickets" option
Tickets are missing in DeskDirector but they are on my PSA
My customer is seeing deleted tickets in portal
Ticket Description missing on ConnectWise emails
Top 10 Request Types
Generic vs Customized Request Types
Desktop Portal (Installed client) Vs. Web Portal (Web Client)
Subscribing to Chat Webhooks
Portal Deep Linking
Webhook Example with Zapier
Chat Session Payload
Legacy URL Linking in DeskDirector
Get started with portal extension page demo
Dynamic content based on logged in user
Portal Release Notes - Windows/macOS
Differences Between Desktop Portal v2 and v3/v4
Portal Release Notes - Web Client
With DeskDirector forms you can have beautiful native forms which allow you to ask the right questions to your clients the first time round.
If you have a Wufoo Account, you can import your forms to our native forms, read how here.
This article will help you go through the process of creating a form. We also have other articles that can be very helpful in regards to form and more advanced features of forms.
- DeskDirector Forms - Detailed Question Types
- DeskDirector Forms - Sections and Conditionals
- DeskDirector Forms - Dynamic Fields
- DeskDirector Forms - Embed Content
- DeskDirector Forms - Title Automation
- DeskDirector Forms - Webhooks
- DeskDirector Forms - Importing Wufoo Forms to DD Forms
Creating a new form
All of your DeskDirector forms will be created inside our admin console, using our own form builder.
Adding a new form
To get started, log in to the admin console and navigate to the Forms link under "System" or "Portal". Here you will be able to create new forms, as well as view/edit other forms you have created.
To get started, click on “New Form” and give it a name. Your customers won’t see this name, it’s for your reference, so you can be descriptive.
Adding questions - Basics
By default, all forms will have a “Ticket Title” field prepended to the top of them. This feeds into the ticket title when it is created. You don’t need to configure this yourself.
To get started, click “Add new” and then choose the type of question this will be. The most common choices are presented immediately, but more are available in the dropdown.
Every question type will have at least two fields to fill out. The first one is the “Question” which will be the literal question displayed to the user. This one is required.
The second field is the “Question Description” which will be displayed in a smaller font (by default) under the question. To give you a bit of flexibility on the format of the text, this field can also take in Markdown or HTML. This field is useful if you wish to expand on the exact meaning of the question. This field is optional.
Don’t forget to click Save before you finish!
Adding fields – Input Validation
All field types support the “Required” flag. This marks the field as mandatory before the user can submit the form.
Currently only two other field types support extra validation.
The “Text” field type allows you to specify the maximum accepted length of an answer. You can also provide a custom error message, which will be displayed underneath the question, when the answer length is exceeded.
The “Number” field type allows you to specify certain inequality conditions on their answer. This will let them know their answer is not valid, until they satisfy the conditions. You can also provide a custom error message, which will be displayed underneath the question, when the number does not satisfy the conditions.
Adding questions – Deleting, copying and re-ordering
You will notice that on a given form, you may only select and edit one field at a time. At the top of the question you currently have selected, there are controls enabling you to duplicate, delete and re-order the given question.
For more details on all question/field types, please see here.
This should be enough to create a basic form, however if you want to add sections and conditional sections to your forms, please read more about that here.
User Form Access
DeskDirector forms are accessible by the end user when they create new tickets. To make a form available to your end users, simply create a new Request Type (or modify an existing one) and set the “Form” property to the form you wish to show. From here you can apply the familiar Request Type filters to restrict access.
You can read more on how to set up request types here.
If you have any questions regarding Forms, please log a ticket via DeskDirector Support Portal.