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 Type Items
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
Client Portal Office365 Single Sign-On
Switching from Custom Application OAuth to the new OAuth
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
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
A walk through all the fields available in DeskDirector forms
Logging in to DeskDirector Workflow
Deskdirector - Sign up walk through
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
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?
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
Microsoft Teams App
Introducing the DeskDirector for Microsoft Team App
Pre- Requisite - Unblock application in Teams Admin Portal
Installing the Microsoft Teams App (Tech)
Setting up a Tags for Teams Discussions (Tech)
Setting up DeskDirector for Microsoft Teams for your clients (Client mode)
Setting up Content Security Policy (CSP)
Branding the DeskDirector Teams App
DeskDirector Teams App Notifications
User Groups Integration with Microsoft Teams
Advanced topic: Setting up Tech & Client Mode in the same tenancy
Updated by Warwick Eade
Here is a 90 second overview of the DeskDirector for Microsoft Teams App (the DD teams app)
How does it work?
The DD Teams app functions in two primary modes: Tech Mode and Client Mode.
In "Tech Mode," the app integrates the DeskDirector Tech portal into Microsoft Teams, facilitating enhanced collaboration on tickets.
Simultaneously, the DD Teams app can be configured for your clients' Teams, known as the "Client Mode".
Overview on Tech mode
With the DD Teams app integrated in your own Microsoft Teams (tech mode), you gain access to these key features:
- Ticket Search & Integration: You can search for tickets and integrate them directly into your messages.
- Ticket Creation: Enable ticket creation directly from messages.
- Collaboration Hubs: Channel tabs serve as collaboration hubs for your team to work on tickets.
- Personal Tech Portal: Personal tabs double as your Tech portal where you and your team members can manage tickets.
Using the App in a Channel Tab
With the app installed to a channel, it equips you with:
- Ticket View & Discussion: View tickets and associated discussions within the channel.
- Tag-to-Chat Configuration: Update the ticket discussion configuration.
- Client Linking: Enable clients to utilize the DD Teams app by associating their tenancy with respective companies.
Using the App in a Personal Tab
With the app installed personally, you can:
- Single Sign-On (SSO): Access a seamless authentication experience.
- Ticket Management: Work on your tickets without leaving the Teams environment.
Overview on Client mode
As your clients use the DD Teams app in their Microsoft Teams, they can take advantage of:
- Support Ticket Search & Integration: Search for and insert support tickets directly into messages.
- Ticket Creation: Generate tickets straight from their messages.
- Real-Time Updates: Receive notifications for ticket updates.
- Collaboration Hubs: Channel tabs serve as collaboration hubs for their user groups.
- Client Portal: Personal tabs function as a Client portal where clients can create and manage support tickets.
- Brand Customization: Personalize the DD Teams app to align with your support portal's branding.
Using the App in a Channel Tab
When DD Teams app is added to your client as a channel tab (serve as collaboration hubs for their user groups tickets), it offers your clients these features:
- Group Ticket View: View tickets associated with their user group within the team.
- Embedded Client Portal: Open tickets directly in the embedded client portal.
Using the App in a Personal Tab
For end users with the app installed, they'll have access to:
- Single Sign-On (SSO): Experience smooth authentication and create new portal profiles for new contacts.
- Ticket Creation & Viewing: Create and view tickets without needing to leave the Teams environment.