Table of Contents

Feature Configuration

Niamh Ferns Updated by Niamh Ferns

Defaults

There are instances where a ticket is created, but doesn't fall under any specific area. This is where the default ticket board and source comes in handy. Ticket defaults allow you to set the board and source for tickets when they can not be specified in a Service Type. You can easily set these two in the Admin Portal under System > Feature Configuration > Defaults.

Default Board

Having a default board can be used in the following situations:

  • User selects Something else... support option when submitting a ticket
  • Tickets created by the Pre-ticket Chat feature
  • No Service Types have been set up
  • No board is specified inside a specific Service Type

Default Source

The default source setting adds information to the ticket saying where the request came from. As with the default board, this setting acts as a fallback unless the source has been explicitly defined in another location.

VIP Priority

DeskDirector's VIP system is a great way for you to make sure important people at your clients' companies get prioritized and offered the best service experience. This article will help guide how to setup a VIP Priority.

Adding a VIP Priority via your Admin Console

Login to you DeskDirector admin console then head to System > Feature Configuration > Tickets then scroll to the VIPs section. For ConnectWise, you will need to write in the VIP Priority Name into the field. The selected status must exist in the board/queue you want to enable VIP for in order for it to work. Here's a screenshot of how the option looks for a ConnectWise Instance:

For Autotask, you just need to select the priority from the dropdown. Here's a screenshot of how the option looks for an Autotask instance:

Any tickets submitted by a VIP will inherit the VIP Priority.

"Ensure VIP priority" Feature

If a ticket comes in from a VIP from a different source, the VIP priority is lost and the VIP client's ticket is now considered like a normal ticket. The Ensure VIP priority option will ensure that regardless of the source the ticket was logged from, the VIP priority will be respected. With this feature, we can now make sure VIP clients are just that, VIP.

All you need to set this up is go to your DeskDirector admin console then head to System > Feature Configuration > Tickets and tick the box below the VIP priority setup. 

VIP Auto-Approve

DeskDirector uses approvals which allows your clients to have some control on what tickets make their way to you. We have a separate guide about approvals in DeskDirector which you can check out.

VIPs can bypass this process if you wish to do so. Just head to System > Feature Configuration > Tickets then look for the Approvals section.

Enabling VIP auto-approve would mean that any tickets a VIP submits, will not go through the approval process.

Related article:

Ticket Status Actions

DeskDirector allows for automatic status changes for the following actions:

  • Ticket closed by user
  • Ticket reopened by user
  • Ticket fast tracked by user
  • Ticket updated by user

Screenshot above is for Autotask instances. For ConnectWise, you will need to manually type the status and DeskDirector predictive typing will try to present you options that match what you have written so far.

Updating Tickets

The ticket updated status change is triggered when users update a ticket either by adding a CC or replying to a ticket. This functionality can be easily configured in the DeskDirector admin portal. Head to System > Feature Configuration > Tickets. Under the "Actions" area, you'll be able to change this as well as your other statuses.

Closing Tickets

Customers have the ability to mark their tickets as closed directly from the DeskDirector Portal.

Settings for this can be found on the Admin Console in the following location: System > Feature Configuration > Tickets Tab > Close ticket status name.

Many companies will use the same closed status for those closed by service agents and by end users. Another approach is to create a secondary closed status in your PSA (e.g. "Closed by Customer"). This allows you to search which tickets have been previously closed by your customers.

Reopening Tickets

DeskDirector gives end users the ability to re-open tickets that have been closed for up to 30 days after they have been closed. This means that if you have systems that automatically close tickets, have ticket closed incorrectly, or an issue comes back after both parties thought it was resolved, end users can reopen their ticket without having to raise a new one.

DeskDirector_Support_2017-12-28_13-19-41.png

To reopen a ticket, the client just needs to login to their Client Portal the open the closed ticket. The option to "Reopen Ticket" should be at the bottom of the ticket. Any "Reason for Reopening" added will be left as a ticket note, and the ticket will be moved into the reopened status.

For ConnectWise Users

All you need to do is head to the Admin Console > System > Feature Configuration, and enter the status that you wish the ticket to go into when the client reopens them. The status needs to exist on the boards you want to allow ticket reopening for. If the status does not exist on the board the ticket is in, this option will not appear to the clients.

Clients will only be able to reopen a ticket within 30 days of the closing date
For Autotask Users

All you need to do is head to the Admin Console > System > Feature Configuration, and enter the status you want the ticket to go into when the user hits the reopen button.

If this field is blank; the reopen button will not appear.

Clients will only be able to reopen a ticket within 30 days of the closing date

Approval Statuses

Under feature configuration is where you would set your approval statuses as well.

You can read more here.

Frequently Asked Questions

"I have users reporting that they're unable to close or re-open tickets?"

This is often caused by 1 of 2 issues:

  1. Please confirm whether the ticket was closed over 30 days ago. If the ticket was closed less than 30 days ago, please move onto step 2.
  2. When a ticket has been closed previously in your PSA and/or the sync with DeskDirector has failed to detect a status change to a closed status, re-opening/closing can fail. To resolve this, navigate to your Admin Portal > System > Data Sync and perform a manual sync of your tickets. Once this sync has finished, change the status of the ticket in your PSA and then change it back. If reopening/closing still isn't working, please reach out to us via our support portal.
"I use ConnectWise as an integration and my board isn't showing up"?

The status needs to exactly match how it is configured in ConnectWise. We can confirm this within ConnectWise from:

  1. System
  2. Setup Tables
  3. Service Board List
  4. Your Board
  5. Statuses Tab
  6. Your Status
  7. Copy & Paste into Desk Director Admin Console

How did we do?

DeskDirector Roles and Permissions

Tickets & Chats

Contact