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
Table of Contents
Updated by Edcel Ceniza
The ticket details page is where you see all the specifics of the ticket - initial issue, tickets/notes added, assigned techs, sender, and all other information and features specific for the ticket. This is also where you can reply and edit ticket data.
Top Ticket Panel
The top panel when opening a ticket shows multiple icons and functions. The screengrab shows these functions at work and they are discussed further below:
Ticket context icons
This portion shows three icons which allows you to easily switch between the ticket, the contact assigned to the ticket, and the company of the assigned contact (see screengrab for behavior). This can be useful if you need to check contact or company information quickly, or to check other tickets that they have created.
This shows a preview of what the ticket is. As a technician, you can easily rename the ticket title and comes handy if you want to add keywords to it so you can easily filter through tickets in the future (Searching Tickets).
This feature was added on Tech Portal v1.32 update. Clicking this icon will open a pop-up showing three fields. The first field grants the tech easy access to copy the ticket number (address this GitHub Quick Copy feature request)
The other two grants easy access to portal deeplinking making it easy to copy it in case you need to reference this ticket somewhere and want it deeplinked.
Beside "Copy" is an ellipses that presents more options specific to the ticket. Clicking it should trigger a dropdown showing multiple options.
- Open PSA - clicking this will open the ticket inside your PSA. This is useful if you need a specific function from the PSA that Tech does not implement.
- Clipboard - basically triggers the same pop-up as the Copy icon.
- Ticket Tabs - The set of texts that appear under Clipboard and before Delete are the Ticket Tabs.
- Delete - This enables techs to delete tickets from DeskDirector. This feature was added on Tech Portal v1.32 update.
Right Ticket Panel
The right ticket panel shows the details about the ticket contact, its assigned techs, CC'd contacts, board it belongs to and others. Let's break it down further.
This section of the right panel shows who submitted this ticket, and his contact information. As a tech, you can re-assign the ticket contact to someone else by clicking on the "Change" link. If the customer is also online, and he has Chat Permissions set, a tech should be able to push a chat to the contact via the "Chat with ___" button.
This panel allows you to view all the resources that have been assigned to the ticket. There is also an assign me button which does what you expect. You can also assign other resources from this panel.
Is a summary of the time entries for the ticket.
This is where you can see all the CC'd contacts for the ticket. Tech can add/remove CC'd contacts to their liking.
This section shows other more details about the ticket. It shows:
- Date created/updated
- and others...
As a tech, you can reclassify tickets using the dropdowns in the ticket details section, whether you want move it to another board, change the ticket's status and priority, reclassify the type then add/remove tags.
The timeline shows all ticket notes (internal, resolution, and public), chat logs (if a chat was initiated in the ticket), and also shows all documents that have been attached to the ticket.
Most image files and pdfs can be previewed inside the tech portal. To do this, you can click on the thumbnail of the file (if you just want to download, click the file name):
This opens a modal which displays a larger version of the image. It also has options for you to download the file to your machine. The same goes for chat logs.
At the bottom of the timeline is the section to add note/time entry/forms:
From here you can either add a note or add a time entry. In order to add a time entry, the current status of the ticket must allow time entries. If it doesn't, the add time entry tab will be disabled until the status is changed.