Getting Started with DeskDirector
Admin Console
Admin Console : Getting Started
Portal
Settings
Profile
Features
Enable/Disable Chat Callback Feature
Enabled/Disable Pre-Ticket Chat
Enable or Disable the 'Something Else' Option
Embedding Media as the Help Page
Tickets
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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)
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Invoices (ConnectWise)
Request Types
Forms
Getting started with DeskDirector Forms
DeskDirector Forms - Question Types in Detail
DeskDirector Forms - Dynamic Fields
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DeskDirector Forms - Embed content
DeskDirector Forms - Title Automation
Importing Wufoo Forms to DD Forms
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System
Feature Configuration
Default Ticket Board and Source
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Adding a VIP Priority via the Admin Console
Automatic Contact Creation
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Change Ticket Status when Customer Adds Note
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PSA Integration (ConnectWise/Autotask)
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Email Notifications Overview
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Getting Started with Email Template Engine - DeskDirector
Creating Custom Email Template
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Email Templates Auto Login Link
HTML Email Templates - ConnectWise
HTML Email Templates - Autotask
Integrations
BiggerBrains
ConnectBooster
ConnectWise Sell (previously Quosal)
How to configure ConnectWise Sell (previously Quosal) Order Porter integration
Adding ConnectWise Sell (previously Quosal) Order Porter link to opportunity
QuoteWerks
Wise-Pay
Microsoft Flow
How to setup the DeskDirector Flow Connector
How to share the DeskDirector Flow Connector
DeskDirector Flow Connector Reference
DeskDirector Flow Connector Ticket Event Payload Reference
Flow integration example - Microsoft Teams notifications
Flow integration example - DD Forms
Flow integration example - workflow with user interactions
Advanced
Deleting Orphaned Tickets
Developer Corner
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ConnectWise API Integration Tester
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Diagnose Entities Tool
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Tech Portal
Tech Portal : Getting Started
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Request more information (forms request) with Task Forms
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Getting Started with DeskDirector Chat
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Changing your Presence
"Pre-Ticket Chat" Feature
"Call me Back" Feature
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Client Portal
Client Portal : Getting Started
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Approvals in DeskDirector
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Creating an Integrator Login in ConnectWise (SOAP API)
Creating a ConnectWise RESTful API Key
ConnectWise 2019.5+
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Autotask 2020.3 integration (API) resource migration
Authentication
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Desktop Portal
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Diagnosing login problems using the new 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
Instance & Account Queries
Setting up your custom domain
3000 Contact Limit FAQs
Finding out what server your DeskDirector instance is on.
Administration Guide
How search works in DeskDirector products
Adding and removing features from your DD Portal Advantage plan
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User can't log in
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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 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
Advanced Use
DeskDirector API
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Legacy URL Linking in DeskDirector
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Clean Tickets
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Differences Between Desktop Portal v2 and v3/v4
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- All Categories
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- Generic vs Customized Request Types
Generic vs Customized Request Types
You will need to identify generic request types that suit all needs and a client specific request types that only work for one company.
The best practice is to keep a good balance of both types of requests. Most MSPs when they first start with DeskDirector go for the global request type approach, where they create 5-10 request types that fit roughly the needs of all their clients. This is a vanilla approach; you are missing out on terrific value-add opportunities. But if you take the other extreme, you end up with multiple duplicate request types and a mess when trying to edit one for a specific company. The right balance is up to you to find; however, the best way is to think about your current structure. Do all tickets go into a single board/queue? Do some clients have their own? If so, you can create generic request types and duplicate it so that the duplicate has a filter and point to the different location.
Alternatively, look into workflows from your PSA, maybe you can use a generic request type and send it to the right place from your PSA, saving you a request type. Think about how you onboard a new client, you want to make sure they have the right access to the right request types from the moment they are onboard. If you must go out of your way to add a company to a request type, maybe you need to re-evaluate how you approach the topic. Don’t be afraid to plan a re-do. Request types can be enabled or disabled easily, and ticket or filter settings can easily be copied from one request to the other, allowing you to trial many layouts before deciding on one.
Think about request type management as cable management, a tangle of cable might work as it should, but when you need to make a slight change, you are in for a lot of wasted time. If you aim to keep your cables neat, then any changes in the future are a breeze.
To learn how to build request types inside DeskDirector, read this article.
Here's an article on the 10 most popular request types.