Missing contacts or companies in DeskDirector but they are in my PSA

Edcel Ceniza Updated by Edcel Ceniza

The most important tool when troubleshooting any issues with contacts/companies and other entities is the Diagnose Entities Tool in the admin console. Select Contact from the dropdown list, then input the contact ID and check the result.

Contact has not been updated recently

By design, DeskDirector will do one sync job with your PSA on initial setup, and create a copy of the information on our own database. Entities will be sync based on the date/time it was last updated, in relation to the last sync process ran.

To confirm if this is the reason why contacts are missing from your DeskDirector instance, look at the results from the diagnosis tool and look for the lastUpdated field.

If the lastUpdated date is lapsed for a few days/months, the best workaround to fix this is to do any update to the contact in the PSA then save it. This should force our system to resync the contact to our database.

Verify if company has portal access

The company and contact list in the admin console is dependent on the Portal Access configuration in the admin console.

From the diagnosis results, take note of the company ID of the contact, then select "Company" from the diagnose entities tool and use the company ID.

  • For Connectwise instances, take note of the "status" and "type" in the diagnosis result, then head to Portal > Portal Access and check if access is granted for the status and type the company is assigned to. If it isn't, either update the company status and/or type in Connectwise, or update the "Portal Access" filters in DeskDirector.
  • For Autotask instances take note of the "companyType" and "territoryID" from the diagnosis results, then head to Autotask to confirm the names assigned to this ID. In the DD admin console, head to Portal > Portal Access and check if access is granted for the type and territory the company is assigned to. If it isn't, either update the company type and/or territory in Autotask, or update the "Portal Access" filters in DeskDirector.
If you have checked all these and the contact/company is still missing, please reach out to our support team so we can check further.

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