Tech Portal Board/Queue Access Configuration

Much like how it's possible to grant/restrict ticket access for clients in the Client Portal, access to queues/boards can also be finetuned for your technicians.

Global Settings

This determines the global setting of which boards/queues from your PSA will appear in your DeskDirector instance. To configure this:

  1. Login to your DeskDirector Admin Portal then head to Tech > Global Settings
  2. For Board settings, configure in the Ticket Access tab
  3. Optionally, configure Ticket Dynamic Content for your tech members under the Advanced tab
This article is outdated and no longer updated. Please see either Permissions & Feature Configuration (Tokity) or Permissions & Feature Configuration (ConnectWise/Autotask Partners) for more.

Member Ticket Access Configuration

You can finetune the settings for individual members under Tech > Members/Resources > Select the Member > Tickets (discussed below):

Board/Queue Restriction

Here you can select specific boards/queues that you want to restrict a member's access to. Any changes here will override the global board/queue restriction.

Company Restriction

Using this setting, you can finetune further each Tech member/resource' ticket access to specific companies. Just type the company name and predictive typing will show you a list of companies that match what you type

Tech Portal Board/Queue Access Use Case

There are several scenarios and possibilities on how the Tech Portal board/queue access can be used.

  • If you have new technicians and don't want to overwhelm them with issues from boards/tickets that they can't handle yet. You can customize their tech portal by restricting their access to specific boards/queues. Then as they progress, you can grant them access to the other boards gradually.
  • You want a specific user only to see tickets from a specific company.
  • and the list goes on.....

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