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 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 - 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
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)
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
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
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
Installing the DeskDirector Desktop Portal
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
3000 Contact Limit 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
Updated by Jason He
DeskDirector has been uploading ticket attachments through PSA's API. That approach can get basic functionality done. But as we seek to expand the functionality, we encountered barrier that's not fixable by us.
Problems below are things we cannot get around until we introduce our own file storage.
- File size limitation. Even though PSA allow upload larger file through their own UI, but their API has very tight restriction.
- Unable to upload before ticket been created. Which for modern UI/UX, this is not optimal.
- Upload speed is slow.
- Unable to optimize for image preview or thumbnail.
- Download speed is slow and our server became file proxy, taking memory hit when large amount of files been proxied through within short amount of time.
- Not an solution for our own feature. e.g. If we want to introduce knowledge base solution, then attachment API from PSA is not suitable.
- Unable to use attachment to play video or audio. Since API to download attachment is slow and our server taking memory stress, it is just not reasonable to used it for video or audio.
- No relationship with submitted initial description or note. Which attachments been uploaded during submit of the ticket or note is unknown.
User can upload any kind of files to our file storage, it is powered by Azure Blob Storage. As for size limit, maximum size is 100MB per file unless you are Essential plan or Basic plan. Those legacy plan have limitation of 15MB per file.
File display and render
Different to what we have before, we now allow wide range of functionalities.
- PDF: It is same as before, but rendering should feel much faster.
- Image: We now allow thumbnail and preview mode. Even though your image file may be 10MB or 17MB, our system will generate optimized preview and thumbnail file for render. The speed to render should be greatly improved and when download the file, it is still original size.
- Video and Audio: This is experimental functionality. We use HTML5 to render if given file is video or audio file. They can be played without download. Optionally, user can still choose to download if their browser does not support the format or if they want to keep an copy.
Download link inside Email
With release of our own email delivery solution, many customer been request for a way to render attached file. This was not an simple task if we use PSA's attachment solution.
First, the file uploaded through PSA interface, we have no idea which note it belong to. Autotask we can figure out but slow, ConnectWise's attachment has no relationship with actual note or description.
Second, it is slow. we want to keep email delivery logic simple, query PSA for attachment list and figure out what to be include take time. Our server side background task will take 10~20 seconds for each email which is not optimal. With our own file system and record history, each email will only take maximum of 100~200MS to figure out.
As release of file storage, download link inside email is possible if file storage been enabled for ticket and file been uploaded through latest client or tech portal.
We take security seriously. Any file retrieval, preview, thumbnail, all been through our permission identify system. Only if given user can access to the ticket, can view those file.
The download link inside email is different to our front end portal, if you include permission token, then it can be download by anyone within set amount of time. Without permission token, system will require them to login before they can download or view any given files.
File field within DeskDirector form
With introduction of file storage, we have also released file field inside our custom form. When use file field, it will always upload to our file storage.
Each file field can upload as many files as user want to. There is only individual file limit at moment.
Q: How come email's download token is stateless? Isn't that expose security risk?
A: Download link inside email with permission token is similar to normal attached file or OneDrive's generated access link. Where anyone who received email can download and view the file. Our admin portal provide setting for you to opt in and select expire time for each download token.
Q: I don't want to use new file storage, how do I opt out?
A: File storage is default off. You can turn on and off under System => Features => Ticket
Q: I didn't enable file storage, but file still uploaded through new system. How come?
A: It is most likely you are using new file field inside DeskDirector form. File field does not respect the storage flag, it will always use our file storage.
Q: I like the concept of file storage, but could you also upload file to our PSA?
A: No, since the file size limitation and speed, we couldn't do that. Technically we can upload file smaller than PSA limit to PSA, but such inconsistent logic means more support request on diagnose issue it may occur.
Q: Our technician is not using TECH portal, how do they view files?
A: We do create an file link inside PSA, which they can use to auto navigate to TECH portal. It is still preferred to use TECH portal instead.
Q: Will DeskDirector charge us on amount of space used in file storage?
A: At current stage, no. Cost is included within your subscription.
Q: Is file storage regionallized?
A: Yes. Same as database, it is regionallized and each customer have their own Azure blob container. Which allow us to easily delete it after you leave.
Q: I am still not convinced at this feature.
A: This feature is opt in feature. As long as you don't enable file storage for ticket and don't use file field, then everything still same as before.
Q: Will DeskDirector enforce to use file storage.
A: No, we fully aware customer have different opinions when come to file storage. We want to keep the option open for you to decide. But any feature of our own, file storage will be used. At current stage, we don't have any feature depends on it yet.