Getting Started with DeskDirector
Admin Console
Admin Console : Getting Started
Portal
Settings
Profile
Branding your DeskDirector Portal via Brand Packages
Color Theming a Portal via Brand Packages
Avatars in the DeskDirector Portal
Features
Enable/Disable Chat Callback Feature
Enable/Disable Pre-Ticket Chat
Enable or Disable the 'Something Else' Option
Embedding Media as the Help Page
User Groups
File Storage
Tickets
Permissions
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)
Quotes (ConnectWise)
Invoices (ConnectWise)
Request Types
Setting up Request Type Items
Request Type Ordering in the Client Portal
Getting Started with Request Type Groups
Forms
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
Companies
User Groups
Managing Companies in DeskDirector
Filtering Companies to Manage
Exporting Companies as CSV
Contacts
Managing Contacts in DeskDirector
Exporting Contacts as CSV
Ticket Group Permissions
Contact Impersonation
Menu Group
Menu Items
Intro to Menu Items
Creating Menu Items
Extension Menu Security and Query Paramaters
Adding BiggerBrains Menu Item
Learning Center
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
Notebooks
Portal Access
Notifications
Desktop Installer
Feature Preview
Tech
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
ConnectWise - Avoid Aggressive Notifications
Troubleshooting email delivery issues using "Delivery History"
System
Feature Configuration
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
Hosts Configuration
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
Integrations
ConnectBooster
Wise-Pay
QuoteWerks
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
Advanced
Deleting Orphaned Tickets
Developer Corner
Workflows
Managing Webhooks
ConnectWise API Integration Tester
Autotask Data Sync
Diagnose Entities Tool
Analytics
Account
Surveys
Task Lists
Service Agent Change Log
Auditing and Analytics
Contact Authentication Audit Log
Tech Portal
Tech Portal : Getting Started
Tickets
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
Broadcasts
Chat
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
Macros
Notifications
Client Portal
Client Portal : Getting Started
Contact Support
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
Tickets
Approvals
Quotes & Invoices
Learning Center
BiggerBrains
Notifications
A walk through all the fields available in DeskDirector forms
Logging in to DeskDirector Workflow
Deskdirector - Sign up walk through
DeskDirector Roles and Permissions
Features
Tickets & Chats
Notifications & Broadcasts
Custom Forms & Request Types
Custom Branding
Custom Menus
Custom Email Templates
Surveys in DeskDirector
Approvals in DeskDirector
Easy Integrations
Advanced Authentication. No password, Single Sign On, MFA and beyond?
BiggerBrains & Learning Center
Analytics
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
ConnectWise 2019.5+
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
Authentication
How User Authentication works in DeskDirector
Setting/Resetting a Contact's Password
Logging in with Active Directory
Desktop Portal
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?
Tickets
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
Other Articles
Top 10 Request Types
Generic vs Customized Request Types
Using Markdown
Desktop Portal (Installed client) Vs. Web Portal (Web Client)
Outdated Articles
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
Advanced Use
DeskDirector API
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
Clean Tickets
Exporting Portal Usage
TimeZest integration with DeskDirector
Troubleshooting Connectwise/Autotask-related integration issues
Release Notes
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Server
Tech Portal
Portal Release Notes - Windows/macOS
Differences Between different Desktop Portal version
Portal Release Notes - Web Client
Release Notes in the Admin Portal
Glossary
Security
Microsoft Teams App
Introducing the DeskDirector for Microsoft Team App
Setting up Content Security Policy (CSP)
Installing the Microsoft Teams App (Tech)
Setting up Tags for Teams Discussions (Tech)
Setting up DeskDirector for Microsoft Teams for your clients (Client mode)
Branding the DeskDirector Teams App
DeskDirector Teams App Notifications
User Groups Integration with Microsoft Teams
Troubleshooting
Advanced topic: Setting up Tech & Client Mode in the same tenancy
Integrating Microsoft Teams with DeskDirector Tech Portal
Ticket Summary for Tech Portal
Smart Alerts for Tech Users
Release Notes - DeskDirector Teams App
Contact Support
- All Categories
- Getting Started with DeskDirector
- Admin Console
- Portal
- Forms
- DeskDirector Forms - Question Types in Detail
DeskDirector Forms - Question Types in Detail
Question Types in Detail
Here is all the type of questions currently supported in DDForms. You can also embed YouTube or other content into description of any field type. To check out how, head to DeskDirector forms - Embed content
Choice
By default this is a single-choice question (radio buttons). If you want to change it to a checkbox which allows multiple selections, enable the “Multiple answers” option. If you want to convert the field into a dropdown selection, enable the “Dropdown” option. The name given will be displayed to the user.
Text
Simple text input which is single-line by default. Check the “Long answer” box to make this multi-line. Custom Validation – Maximum length of the input.
Email / Url
Looks the same as short text field but with extra HTML5 email input validation.
Statement
The field will be displayed inside as prompt text. The description can also be added as additional info. This field is very useful in explaining something to your users. This field does not serve the purpose of section.
The statement field description also supports Markdown, giving it more flexibility. You can display hyperlinks, bullet pointed lists and more.
Statement field in example below only visible when end user selected yes.
Number
Simple numerical input. Custom Validation – Equality/Inequality conditions
Date / Date Time
A date input. Users will be presented with an easy to use calendar. This is supported by all ever green browsers.
Time
A time input. Users will be presented with an easy to use time input.
Phone
A phone input allow users to enter phone number with correct format. Our system perform heavy lifting to verify phone format according to country code that's been selected.
Address
A standard short text input with Google auto-complete support. You can specify which country google will provide suggestions from.
Dynamic
More information regarding this field is in this separate guide - DeskDirector Dynamic Fields
Forms Tutorials
Implementing Text Controls
24 STEPS
1. Open the DeskDirector Admin Portal and click Forms.
2. Here, click New Form.
3. Type a name for your form.
4. Then, type a description for your form.
5. Click Save to save the form and start editing.
6. Click the Add new question button to add a form control.
7. Click Text. This will add a text control to the form.
8. Click the New Question title textbox.
9. Type your question here.
10. Next, click on the subtitle textbox.
11. If you have any additional information about the question, type it here.
12. The subtitle box supports markdown. Here, we have added asterisks around some words to render them italicized.
13. Click Preview to see a preview of your subtitle box.
14. The preview box shows how the subtitle box's text will be displayed to the user.
15. To make a field mandatory, click the Required toggle switch to the on position.
16. Now, click Add new question to add another field.
17. Click Text.
18. Type your question in the title box.
19. Type a subtitle, if you want to give additional information.
20. For this field, click Long answer.
21. This will increase the size of the answer box and allow the user to input a longer answer.
22. Finally, click on Save to save your form.
23. You can edit your form at any time later, by visiting the forms section and clicking the form name.
24. That's it. You're done.
Here's an interactive tutorial
** Best experienced in Full Screen (click the icon in the top right corner before you begin) **Implementing Choice-based Controls
41 STEPS
1. Open a new or an existing form and click Add new question.
2. Click Choice to add a choice-based question.
3. Type your question in the title box.
4. Type a related subtitle for your question.
5. Now, we can edit the options. Click the Option 1 textbox.
6. Type your option text.
7. Repeat for the Option 2 textbox.
8. To add an option named Other, click Add other.
9. Click Add option to continue adding options.
10. Type the text for your option.
11. You can change the sequence of options by clicking and dragging the dots icon.
12. You can choose to show these options as a drop-down list by clicking the Drop-down toggle switch to the on position.
13. Let's see an example of a question with multiple answers. Click Add new question.
14. Click Choice.
15. Type your question title.
16. Type a subtitle, if required.
17. Type the option 1 text.
18. Type the option 2 text.
19. Click Add option.
20. Type the option 3 text.
21. Switch on the Multiple answers toggle switch to enable multiple selections for these options.
22. We can see that the radio buttons have turned into checkboxes for allowing multiple selections.
23. To keep any option selected by default, click on the check box before that option.
24. Let's see how we can add a simple Yes/No question. Click Add new question.
25. Click the three-dots menu.
26. Click the Yes/No option.
27. Type the question title.
28. Enter the subtitle.
29. Yes and No options have automatically been added for us.
30. Let's add a condition-based field. Click Add new question.
31. Click Statement. This field displays information to the user.
32. Type the title for this field.
33. In the subtitle box, you can input the video URL for users who have selected Yes in the preceding question.
34. Click the three-dots menu.
35. Click Set condition.
36. Click on the Dependant Question drop-down menu and choose the question for which you wish to establish the condition.
37. Now click on the rule condition drop-down box and select the Includes option for the operator.
38. Afterward, you can select which response to the dependent question will activate this field. For this example, choose Yes.
39. Click Set condition to save the condition.
40. Scroll up and click Save.
41. That's it. You're done.
Here's an interactive tutorial
** Best experienced in Full Screen (click the icon in the top right corner before you begin) **https://www.iorad.com/player/2330524/Forms---Choice-based-controls
Implementing Formatted Controls - Email, URL, Number, Phone
34 STEPS
1. Open the DeskDirector Admin Portal and click New Form, or click an existing form to edit it.
2. First, we will add an email field. To do this, click Add new question.
3. Click Email.
4. Type your question title.
5. Then, type the subtitle.
6. The email address box is for the end-users to fill in. It will check whether the email address provided is valid.
7. You can click on the Multi-entries drop-down box to choose how many entries to allow for this field.
8. Now, we will add a URL field. Click Add new question.
9. Click the three dots to view more options.
10. Click URL.
11. Type your question title.
12. Then, type the subtitle.
13. The URL box is for the end-users to fill in. It will check whether the URL provided is valid.
14. Now, let's see how to add a number field. Click Add new question.
15. Click the three dots to view more options.
16. Click Number.
17. Type your question title.
18. Type the subtitle.
19. Users can enter only numerical values in the number textbox. We can also add validations for its input.
20. To do so, click the three-dots menu.
21. Click Add validation.
22. Click the condition drop-down box to select your condition. Here, we will be selecting the "less than or equal to" condition.
23. Type the limit value of your condition in the textbox.
24. In the error textbox, type the message to display if an invalid number is entered.
25. Now, we will add a Phone number field. Click Add new question.
26. Click the three dots menu to expand the options.
27. Click Phone.
28. Type your question title.
29. Then, type the subtitle.
30. The phone textbox will let the user enter their phone number. It will check whether the number format is valid.
31. You can click on the Country drop-down box to select which country prefix to add to the phone number.
32. Click on the Multi-entries drop-down box to choose the number of entries to allow for this field.
33. Finally, click Save to save the form.
34. That's it. You're done.
Here's an interactive tutorial
** Best experienced in Full Screen (click the icon in the top right corner before you begin) **https://www.iorad.com/player/2331086/Forms---Formatted-controls---Email-URL-Number-Phone
Implementing Date, Time, and Location Controls
26 STEPS
1. Open the DeskDirector Admin Portal and click New Form, or click on an existing form to edit it.
2. Click Add new question to add a new field.
3. Click the three dots menu to expand the options list.
4. Click Date.
5. Type your question title.
6. Enter the subtitle.
7. The date textbox is where the user will add the date with the help of a calendar control.
8. If you want multiple entries for this field, you can click the Multi-entries drop-down and select the required option.
9. Toggle the Date and Time switches to turn each on or off.
10. Let's add a time field. Click Add new question.
11. Click the three dots menu to expand the options list.
12. Click Time.
13. Type the question title.
14. Then, type the subtitle.
15. The time textbox is where users will enter the time.
16. If you want multiple entries for this field, you can click the Multi-Entries drop-down box and select the required option.
17. Now, let's add a location field. Click Add new question.
18. Click the three dots menu to expand the options list.
19. Click Address.
20. Type the question title.
21. Then, type the subtitle.
22. The address textbox is where the user will enter the address.
23. If you want the address from a specific country only, select which country from the Country drop-down box.
24. If you want to change the language, you can do so by clicking on the Language drop-down box.
25. Finally, click Save to save the form.
26. That's it. You're done.
Here's an interactive tutorial
** Best experienced in Full Screen (click the icon in the top right corner before you begin) **https://www.iorad.com/player/2331180/Forms---Date-and-time-and-location-controls
Implementing Upload File and Signature Controls
15 STEPS
1. Open the DeskDirector Admin Portal and click New Form, or click on an existing form to edit it.
2. We will add a file upload field. Click Add new question.
3. Click the three dots menu to see more options.
4. Click File.
5. Type the question title.
6. Type the subtitle.
7. The file selection box is where the user will search for and upload the file.
8. Now, we will add the signature field. Click Add new question.
9. Click the three dots menu to see more options.
10. Click Signature.
11. Type the question title.
12. Then, type the subtitle.
13. The signature selection box is where the user will select and upload their signature.
14. Finally, click Save to save the form.
15. That's it. You're done.
Here's an interactive tutorial
** Best experienced in Full Screen (click the icon in the top right corner before you begin) **https://www.iorad.com/player/2331207/Forms---Upload-file-and-signature-controls