Getting Started with DeskDirector
Admin Console
Admin Console : Getting Started
Portal
Settings
Profile
Features
Tickets
Permissions
Portal Permissions in DeskDirector
FastTrack in DeskDirector
Setting Up and Using the VIP Priority
How to setup the Flag feature (ConnectWise)
Quotes (ConnectWise)
Invoices (ConnectWise)
Service Catalogue
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
DeskDirector Forms - Dynamic content
DeskDirector Forms - Field value format for automation
Service Catalogue
Service Types
Service Groups
Enable or Disable the 'Something Else' Option
Companies
Contacts
Managing Contacts in DeskDirector
Exporting Contacts as CSV
Ticket Group Permissions
Contact Impersonation
Menu Items
Learning Center
Notebooks
Portal Access
Feature Preview
DeskDirector Desktop Portal V5
Tech
System
Feature Configuration
Default Board and Source
Adding a VIP Priority via the Admin Console
Automatic Contact Creation
Updating, Closing, and Reopening Tickets
Branding your DeskDirector Portal
Hosts Configuration
Office Hours
Advanced
Analytics
Account
Task Lists
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
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
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
Quotes & Invoices
Deskdirector - Sign up walk through
Logging in to DeskDirector
Tickets & Chats
DeskDirector Roles and Permissions
A walk through all the fields available in DeskDirector forms
Getting Started with Custom Email Templates
Getting Started with Surveys
Notifications & Broadcasts
BiggerBrains & Learning Center
Features
Login & Authentication
Custom Branding
Approvals
Notifications
Email Notifications
Email Template Engine
Surveys
Broadcasts
Custom Menus
Easy Integrations
Analytics
Other DeskDirector Features
Ticket Dynamic Contents
The Learning Center
Menus
Menu Items
User Groups
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
AutoTask
ConnectWise
BiggerBrains
Logging the ConnectWise API
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
Troubleshooting
APIs and Integration
ConnectWise 2019.5+
Autotask integration major update 2022
ConnectWise Member Impersonation
Autotask Resource Impersonation
Autotask 2020.3 integration (API) resource migration
Third-party integration with DeskDirector
Authentication
Desktop Portal
Diagnosing DeskDirector Desktop Portal Issues
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?
Other Articles
Login & Authentication - Common Issues
DeskDirector Desktop App - Installation Issues
Tickets & Chats - Common Issues
ConnectWise Integration - Common Issues
Approvals - Common Issues
Troubleshooting via Web Developer Tools
Switching PSA or merging with another CW/AT instance
How to Allow Time Entries for StreamlineIT Members
Email & Email Delivery - Common Issues
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
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
Security
Glossary
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
Archived
Table of Contents
- All Categories
- Integrations
- ConnectWise
ConnectWise
Updated
by Niamh Ferns
Setting up ConnectWise Integration
Integrating with ConnectWise will allow you to use ConnectWise as your primary PSA while still making use of DeskDirector for your daily work interacting with tickets, responding to end users, managing contact/companies, and receiving support requests from users through DeskDirectors extensive Service Catalogue features.
To set up ConnectWise, you need to create an API member and add it to the Admin portal under System
> PSA Integration
as shown below.

Create ConnectWise API Credentials
Creating an API Member
- In ConnectWise Manage, go to
System
>Members
>API Members
- Click
+
to create a new API member - In the Member ID field type
DeskDirector
- Enter an email address (this should be a functioning email address at your company)
- You can give a generic member name such as Support Agent or a more specific name based on preference.Note: There is known issue with the ConnectWise email system where it will use an API member's name instead of the note's owner when a note is logged by an API member on behalf of given user.
- Under
System
, select the Role ID Admin - OR - select the custom security role you have created. (Custom security role we will detail out the setting at end of this article.) - Under
System
, select the Level* to be Corporate. - Fill in any remaining required fields. For fields that aren't required, feel free to leave these blank or choose the default setting. The values you enter into these fields won't impact DeskDirector.
- Click
Save
.

Creating an API Key
- Select the API member created for DeskDirector in the previous section and click the API Keys tab
- Click
+
to create a new API Key - For description enter
API-Key
, then clickSave
- Make sure to write down the private key somewhere, else as it will only show up when it is created!
Entering the API Key into DeskDirector
Add the keys to your DeskDirector under the System
> PSA Integration
in the Admin Console.

Security Role
Admin role is recommended. DeskDirector is an ever-evolving platform, where with permission to all the APIs avoids future modification requirement when the platform evolves.
How the RESTful API member Security Role Should Look:

Custom security role for API member (Minimum requirements)
Below is the minimum requirement for custom security roles. Keep in mind that this list may at times be outdated and require some tweaking. We will continue update this as DeskDirector evolves. (Security Role is under ConnectWise PSA
> System
> Security Roles
.)
Companies

Finance

Marketing

Procurement

Project

Sales

Service Desk

System

Time & Expense

Integration Tester
When integrating ConnectWise into your, you can easily test if the integration was successful by using the Integration Tester. This will show up any issues with your PSA integration and will allow you to confirm whether the integration is seamlessly running.
You can access this tool via the admin console then head to Advanced
> Integration Tester
.

This tool also comes handy when trying to troubleshoot sync issues like missing entities (boards, tickets, contacts, etc) in your DeskDirector instance that are present in ConnectWise. The detailed breakdown whether companies, contacts, configuration, members, boards (and others) synced from ConnectWise to DeskDirector helps narrow down on what/where the sync issue is.
This tool will go hand-in-hand with the Diagnose Entities tool when troubleshooting.
Legacy SOAP API
If you never created integrator login before, then this article is not for you.
You can find Integrator Login setting page from System
> Setup Tables
> Integrator Login
. Here you should be able to see all your integrator logins you have created in the past. If you are using ConnectWise PSA 2020.1 or later, you can safely delete all of these. No integrator can use those settings anymore.
For users of ConnectWise PSA Cloud, you can safely assume that your version is higher than 2019.5 and remove your integrator login credentials. For on-prem ConnectWise, if you don't know your ConnectWise PSA version, you can use following link to check your version.
https://{host}/login/companyinfo/{login company ID}