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 Service 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
Getting Support for the DeskDirector Connector for Power Automate
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
Generative AI
DeskDirector with Generative AI
Setting up AI Service Providers
AI Assistants in DeskDirector
Custom Tools for AI Assistants
Knowledge Bases for AI Assistants
Ticket Summary for Tech Portal
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
Client Portal
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
Smart Alerts for Tech Users
Release Notes - DeskDirector Teams App
Contact Support
- All Categories
- Advanced Use
- Generative AI
- AI Assistants in DeskDirector
AI Assistants in DeskDirector
Updated
by Andy Chen
Introduction
AI Assistants in DeskDirector are powerful, conversational AI agents designed to streamline support operations and enhance user experience. They leverage your configured AI service providers and Knowledge Bases to understand context, answer questions, and even perform actions.
DeskDirector offers two distinct types of AI assistants, each tailored for a specific audience and purpose: one for your technical staff in the Tech Portal and another for your end-users in the Client Portal.
Prerequisites
Before you can create and use AI Assistants, you must have at least one AI Service Providers. [Learn more]
You can also set up the following features for your AI assistants.
- Knowledge Bases: Assistants rely on information from your Knowledge Bases to provide accurate, context-aware answers. [Learn more]
- Custom Tools: You can connect your assistants to external APIs, enabling them to interact with other systems and perform tasks directly from the chat interface. [Learn more]
AI Assistant for the Tech Portal
The Tech Portal assistant is designed to act as a co-pilot for your support agents, helping them resolve issues faster and more efficiently. This assistant operates within the context of a specific support ticket, giving it access to the ticket's description, conversation history, and internal notes.
By understanding the ticket's context, the assistant can provide highly relevant support to your team.
Key Capabilities:
- Ticket Summarization: Instantly generate a concise summary of a long or complex ticket thread.
- Drafting Responses: Ask the assistant to draft professional and empathetic replies to clients based on the ticket's context or specific instructions.
- Knowledge Retrieval: Quickly find relevant troubleshooting steps or articles from your Knowledge Bases without leaving the ticket.
- Action Automation: When combined with [Custom Tools], the assistant can perform actions like looking up user information in a CRM or checking the status of a service, directly from the ticket interface.
This assistant empowers your agents to focus on high-value tasks by automating routine information retrieval and communication, ultimately reducing ticket resolution times.
AI Assistant for the Client Portal
The Client Portal assistant provides your end-users with an immediate, 24/7 self-help resource. It acts as the first line of support, empowering users to find answers to their questions without needing to log a ticket.
This assistant is designed to be conversational and helpful, guiding users toward a resolution using the information stored in your designated Knowledge Bases.
The User Journey:
- A user initiates a chat with the AI assistant in the Client Portal.
- The assistant uses its knowledge to understand the user's query and provide a relevant answer.
- If the assistant cannot resolve the issue or the user indicates they still need help, it will seamlessly offer to create a support ticket on their behalf.
- The entire chat transcript is automatically included in the new ticket as an internal note, providing your support agents with the full context of the user's issue and troubleshooting attempts.
This not only improves client satisfaction by offering instant support but also reduces the number of routine tickets your team has to handle.
AI Assistant Analytics
To help you understand the effectiveness of your client-facing AI, you can enable analytics for the Client Portal assistant. This feature provides valuable insights into user interactions, helping you identify trends, measure performance, and discover areas for improvement in your knowledge base.
When analytics are enabled, each chat session is processed to provide the following detailed insights:
- Conversation Title: A short, scannable label that captures the main topic or issue discussed in the chat. This allows you to quickly identify the subject of a conversation at a glance.
- Summary: A concise overview of the conversation, designed for a human agent who may need to review the chat. The summary covers:
- The user's primary concern or request.
- Key information provided or actions taken by the assistant.
- The final outcome or status of the conversation.
- Resolution Status Assessment: A rule-based status that determines if the AI successfully handled the user's issue without needing human intervention. The possible statuses are:
- RESOLVED: The assistant successfully addressed all of the user's concerns, and no support ticket was created.
- PARTIALLY_RESOLVED: The assistant solved some issues, but others may remain pending, or the user expressed only partial satisfaction.
- ESCALATED: The user's issue required human intervention, resulting in the creation of a support ticket.
- UNRESOLVED: The assistant was unable to solve the user's primary issue, and no escalation occurred.
- NO_RESOLUTION_NEEDED: The conversation did not involve a problem that needed a "fix." For example, the user was asking a general question (e.g., "What are your business hours?").
Notes:
- For data processing and analysis, the insights for a specific chat session become available in the analytics dashboard one day after the session has concluded.
- The AI service provider configured with the AI assistant is used to analyze the chat sessions.
To begin gathering data, you must enable the analytics feature in the settings for your Client Portal assistant.
Getting Started
To create or manage your assistants:
- Navigate to the AI Services settings page in your Admin Portal.
- Select AI Assistants.
- Choose whether to create an assistant for the Tech Portal or the Client Portal.
- Follow the on-screen instructions to configure its name, instructions, and connect it to the relevant Knowledge Bases and Custom Tools.
For further assistance, please contact DeskDirector support.