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)
Setting up Request Types
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 - Sections and Conditionals
DeskDirector Forms - Embed content
DeskDirector Forms - Title Automation
Importing Wufoo Forms to DD Forms
DeskDirector Forms - Dynamic content
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 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
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
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
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
How Tos & FAQs
APIs and Integration
ConnectWise SOAP API credential
Creating an Integrator Login in ConnectWise (SOAP API)
Creating a ConnectWise RESTful API Key
ConnectWise Member Impersonation
Autotask Resource Impersonation
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"
User Group FAQs
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
How to Allow Time Entries for StreamlineIT Members
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
Portal Release Notes - Windows/macOS
Differences Between Desktop Portal v2 and v3/v4
Portal Release Notes - Web Client
Updated by Edcel Ceniza
The DeskDirector Tech Portal's main use is basically for technicians and customer to interact via tickets or chats. Normally, interaction with technicians are initiated by customers by submitting a ticket from the client portal (or tickets can be created by technicians too!)
Created tickets show up in the tech portal for the technician manage. In this guide, we explain how to handle tickets and what each option in the ticket timeline does.
This is the primary way of finding tickets in DD Tech. You can find the ticket list under the Ticket menu item.
Filtering tickets in the Tech Portal:
For companies that handle a large amount of users and tickets, going through a large amount of tickets could get really tedious. This is where the ticket filters come handy.
The ticket filter is broken into several parts:
- General Filters
- Ticket state : Choose whether you want to search tickets that are closed, open or both.
- Search : Using this, you can use keywords from the ticket details, summary, tags, ticket number, and others to search for the ticket.
- Assigned technician : Restricts to show tickets that is assigned to a specific tech.
- Advanced Filters (you need to click "Show Advanced Filter" for this to appear)
- Company : Restrict results to tickets from a specific company
- Contact : Restrict results to tickets from a specific contact
- Tags : Restrict results to tickets with matching tags. Tag context only exist in DeskDirector.
- Priority : Restrict results based on priority.
- Recently updated
- Least recently updated
- Summary descending
Ticket Boards & Status
Every board you have access to will be shown in a list (just below the ticket filters). It is a good idea to limit these in the admin console to only the ones you will be working with (see:Tech Board/Queue Access).
Each board in the list will show the count of the number of tickets on that board. If you click a board, the list will expand to show every status under that board as well as the counts for tickets in that status. Clicking on a board or status will restrict results to tickets on that board or status.
Each items on the ticket list contains following information.
- Owner of ticket
- Company (account) of ticket it belong to.
- The age of ticket. (mouse over to see exact time)
- Priority, color coded at right side. Hover to see full text. (We will allow filter on priority soon)
- Summary or title of ticket.
- Ticket ID
- Assigned technician. display maximum of two avatars, optionally display all assigned by click on the number.
- Last ticket note or time entry. As we optimized for speed, it is not always accurate.
Quick filters is designed to make it easier to find tickets in similar context as the selected filters. The screenshot below shows a screenshot with the possible quick filters that can be used. For example, clicking on "DeskDirector Demos" (company), will then filter tickets and show any tickets submitted by the Company.
Navigating through the ticket list
The list is divided into pages with 20 results per page. To navigate through pages, use the controls at list header (medium to large screen only) or bottom of list (for all screen size).
You can navigate page by page, or you can go to start or end page, by click current page count.
To navigate to a ticket, just click the summary in the list. You will be taken to the ticket details screen for that ticket.
Small screen device
Aside from working and looking great in deskops, the tech portal also works on smaller-screen devices like mobile phones and tablets.
You can access the ticket filter by pressing F in your mobile device. It will toggle filter for given device. Filters will be simplified in mobile phones as it will only show search options and "show my tickets only" filter.