Getting Started with DeskDirector
Admin Console : Getting Started
Branding your DeskDirector Portal via Brand Packages
Color Theming a Portal via Brand Packages
Avatars in the DeskDirector Portal
Enable/Disable Chat Callback Feature
Enable/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)
Setting up Request Type Items
Request Type Ordering in the Client Portal
Getting Started with Request Type Groups
Getting started with DeskDirector Forms
DeskDirector Forms - Question Types in Detail
DeskDirector Forms - Dynamic Fields
DeskDirector Forms - Dynamic Fields Implementation Example
DeskDirector Forms - Sections and Conditionals
DeskDirector Forms - Embed content
DeskDirector Forms - Replace Summary Field with Title Automation
Importing Wufoo Forms to DD Forms
DeskDirector Forms - Dynamic content
DeskDirector Forms - Field value format for automation
Managing Companies in DeskDirector
Filtering Companies to Manage
Exporting Companies as CSV
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
Email Notifications Overview
Setting up Global Email Notification Settings
Setting up Office 365 Mail Delivery
Setting up SMTP Server Mail Delivery
Setting up SendGrid Email 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
Troubleshooting email delivery issues using "Delivery History"
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
Client Portal Office365 Single Sign-On
Switching from Custom Application OAuth to the new OAuth
ConnectWise Sell (previously Quosal)
How to configure ConnectWise Sell (previously Quosal) Order Porter integration
Adding ConnectWise Sell (previously Quosal) Order Porter link to opportunity
Microsoft Flow (Power Automate)
Get started with the DeskDirector Power Automate Connector
Power Automate Administration
Power Automate Template Gallery
Featured Solution: Teams Ticket Discussion
Featured Solution: Ticket Briefing
DeskDirector Connector Triggers
Action: Create an email from template
Power Automate Connector - Setting up your first flow
Deleting Orphaned Tickets
ConnectWise API Integration Tester
Autotask Data Sync
Diagnose Entities Tool
Service Agent Change Log
Auditing and Analytics
Contact Authentication Audit Log
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
Enable/Disable Time Entry Timer Autostart
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
A walk through all the fields available in DeskDirector forms
Logging in to DeskDirector Workflow
Deskdirector - Sign up walk through
DeskDirector Roles and Permissions
Tickets & Chats
Notifications & Broadcasts
Custom Forms & Request Types
Custom Email Templates
Surveys in DeskDirector
Approvals in DeskDirector
Advanced Authentication. No password, Single Sign On, MFA and beyond?
BiggerBrains & Learning Center
Other DeskDirector Features
Ticket Dynamic Contents
How Tos & FAQs
APIs and Integration
ConnectWise SOAP API credential
Creating an Integrator Login in ConnectWise (SOAP API)
Creating a ConnectWise RESTful Integrator API Key
Autotask integration major update 2022
ConnectWise Member Impersonation
Autotask Resource Impersonation
Creating an integrator API resource in Autotask
Autotask 2020.3 integration (API) resource migration
Third-party integration with DeskDirector
How User Authentication works in DeskDirector
Setting/Resetting a Contact's Password
Logging in with Active Directory
Desktop Portal v4 Installation - For the Legacy App
Diagnosing DeskDirector Desktop Portal Issues
Diagnosing automatic login issues (ActiveDirectory) using the 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
Deploying DD Desktop Portal v5 via PowerShell
Desktop Portal v5 Installation & Common Issues
Instance & Account Queries
Setting up your custom domain
Contact Limits FAQs
Finding out what server your DeskDirector instance is on.
How search works in DeskDirector products
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 I add Tech Members/Contacts/Companies to my DeskDirector instance?
Time Stamps in DeskDirector Portal
Missing contacts or companies in DeskDirector but they are in my PSA
User Group FAQs
Chat permission granted but "Chat" option is missing on "Contact Support" page
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)
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
Switching PSA or merging with another CW/AT instance
How to Allow Time Entries for StreamlineIT Members
Essential and Dynamic Plan Breakdown
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
Exporting Portal Usage
TimeZest integration with DeskDirector
Troubleshooting Connectwise/Autotask-related integration issues
Portal Release Notes - Windows/macOS
Differences Between different Desktop Portal version
Portal Release Notes - Web Client
Release Notes in the Admin Portal
Microsoft Teams App
Introducing the DeskDirector for Microsoft Team App
Pre- Requisite - Unblock application in Teams Admin Portal
Installing the Microsoft Teams App (Tech)
Setting up a Tags for Teams Discussions (Tech)
Setting up DeskDirector for Microsoft Teams for your clients (Client mode)
Setting up Content Security Policy (CSP)
Branding the DeskDirector Teams App
Advanced topic: Setting up Tech & Client Mode in the same tenancy
Updated by Edcel Ceniza
The DeskDirector admin portal is where you can manage and configure the system to get the most out of it. You can add and manage request types, forms, companies, contacts, permissions, menus, email templates, notifications, branding, and more. The admin portal is also where you integrate with your PSA (if required) and manage your account/subscriptions.
Here's a list of the most important functions:
- Manage your account/subscriptions
- Integrate your PSA
- Manage companies/contacts under your company
- Create your service catalogue (request types and forms)
- Control permissions for companies/contacts
- Setup custom menus
- Create email templates
- Build your branding
- Setup the Learning Center
- and a whole lot more..
Getting Started with the DeskDirector admin console:
To get started with playing around your admin console, you will need to login. Here's a quick guide on how to login to DeskDirector:
DeskDirector Admin Console tabs:
In order for you to see all these awesome tabs, you must first login to your DeskDirector admin console. There are several tabs in the admin console, each of which serves their own purposes in managing and customizing user experience for your DeskDirector site.
Housed here are mostly your DeskDirector license, and your database details. For ConnectWise instances, the ConnectWise Reports tools helps in troubleshooting any issues with CW to DD and vice versa.
The Home section is the default landing page when you log in to your DeskDirector Admin Portal.
This is where product updates normally appear. New features and required updates will appear on this page.
A graph of your portal engagement also appears in this page, showing the monthly activity (number of users and total user activity) for the past 12 months. Note that this graph is drillable. You can drill down to companies and contacts alike
The Portal section of the Admin Portal is where you can configure the Client Portal to provide the best possible user experience. You can setup companies, contacts, permissions, request types, forms, branding, menus, notifications and more. We have separate dedicated articles for each of these which you can check out.
We have a separate set of articles dedicated to knowing more about the Client Portal which you can check out.
With just a little bit of configuration, you can tailor the Client Portal to exactly meet your customers' needs.
The Tech Portal is the section of the Admin Portal where you can configure the role and access to different features, for each service agent.
In the Agents tab of the section, you can set roles per Tech and also limit which boards and companies they have access. This ensures that your Techs only have access to the information they need and helps to keep your data secure.
Check out the separate set of articles about the Tech Portal and what you can do with it.
The email templates in DeskDirector are beautifully designed and intelligently templated to inform and enable your users - both customers and service agents. You can brand the templates out of the box or make small changes to the copy or completely redesign them to your own requirements.
DeskDirector will send email notifications from your own Microsoft 365 mailbox, SendGrid account or SMTP smart host of choice. This can all be set up in the Email section of the platform.
So, whether you need a simple way to notify your customers of updates or you're looking for a more sophisticated email system, DeskDirector has you covered.
The system section is the control panel for your DeskDirector server. Here, you can manage email templates, brand packages, authentication options, access scopes, content security policy, and more.
Global service defaults are set for tickets, approvals, new contacts etc.
The brand packages you create here will be applied to your customer's account to provide a complete white label experience including custom logo, colors, URL and mailbox.
The Advanced Section of DeskDirector is where you will set and configure service automation options - both no code and low code .
To get started, you will need to set your DeskDirector API key so that your Power Automate workflows can run.
Then, you will configure up sophisticated and nuanced workflow triggers in the Workflows subsection. Your Power Automate workflows will subscribe to these
The Advanced Section also includes diagnostic tools to help you troubleshoot any issues with the integrations. With these powerful tools at your disposal, you can streamline your automation implementation and management like never before
The tools are 'Integration Tester' and 'Diagnose Entities'.
DeskDirector integrates seamlessly with several applications, and this is where you control integration for each of them. Currently, here are the applications DeskDirector can integrate with:
- Microsoft Flow
- Wufoo (deprecated)
- ScreenConnect (deprecated)
- AuthAnvil (deprecated)
This page will show you a graph of your DeskDirector instance' usage (much like the homepage), plus more specifics. This also shows usage for BiggerBrains and a Service Radar of tickets handled on your boards.
This will only show up once DeskDirector Lab is enabled under Preferences. True to its name, this is where you can get a preview and test experimental features in DeskDirector. These experimental features very rarely have any concrete documentation yet, so you can either figure it out on your own or you can reach out to support to ask about the feature.
This is where the nitty gritty details of each version releases for the admin console, tech portal, client portal and even the server, are released. If you want to more about every details of each releases, this is the place to go.
These details every item in your DeskDirector subscription -- an itemised breakdown of the cool features that comes with what you pay us. You can also update your credit card information from this page, then add/remove optional features to your DeskDirector subscription.