Getting Started with DeskDirector
Admin Console : Getting Started
Enable/Disable Chat Callback Feature
Enabled/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)
Getting started with DeskDirector Forms
DeskDirector Forms - Question Types in Detail
DeskDirector Forms - Dynamic Fields
DeskDirector Forms - Sections and Conditionals
DeskDirector Forms - Embed content
DeskDirector Forms - Title Automation
Importing Wufoo Forms to DD Forms
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
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
Email Notifications Overview
Setting up Office 365 Mail Delivery
Setting up SMTP Server Mail 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
ConnectWise Sell (previously Quosal)
How to configure ConnectWise Sell (previously Quosal) Order Porter integration
Adding ConnectWise Sell (previously Quosal) Order Porter link to opportunity
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
Deleting Orphaned Tickets
ConnectWise API Integration Tester
Autotask Data Sync
Diagnose Entities Tool
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
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
Logging in to DeskDirector Workflow
Tickets & Chats
Notifications & Broadcasts
Custom Forms & Request Types
Custom Email Templates
Approvals in DeskDirector
Advanced Authentication. No password, Single Sign On, MFA and beyond?
Other DeskDirector Features
How Tos & FAQs
APIs and Integration
Creating an Integrator Login in ConnectWise (SOAP API)
Creating a ConnectWise RESTful API Key
Creating an integrator API resource in Autotask
Autotask 2020.3 integration (API) resource migration
How User Authentication works in DeskDirector
Setting/Resetting a Contact's Password
Logging in with Active Directory
Diagnosing Automatic Login Issues
Installing the DeskDirector Desktop Portal
Diagnosing DeskDirector Desktop Portal Issues
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.
How search works in DeskDirector products
Adding and removing features from your DD Portal Advantage plan
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 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)
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
Portal Release Notes - Windows/macOS
Differences Between Desktop Portal v2 and v3/v4
Portal Release Notes - Web Client
Updated by Jason He
This article explain ways to diagnose issues for desktop portal. Information gathered through the process is also great to help out any support ticket you create. It can help us resolve your issue faster.
About the DeskDirector Desktop Portal
The DeskDirector desktop portal is an electron app. It is essentially a Chromium browser with web portal inside. At the time this article is written, the latest version is v4.x.x and this contained an update to the electron version. Here's an article you can check detailing the difference of the old desktop portal v2 compared to v3/v4.
Check Portal Version
There's been a lot of improvements and bug fixes released on the latest version of the DeskDirector Desktop portal. The best first step in isolating any issue with the desktop portal is to you use the latest version of it. You can get your version from the Help menu.
Our support team also needs this information when you reach out to support for help.
Checking User Information
When an issue occurs for the desktop portal, we should first check who actually logged in. Many times, an email address could be associated with multiple users. This can only be performed in the desktop portal that already has a user logged in.
Open the desktop portal and press Ctrl + Shift + O (windows), or Cmd + Shift + O (Mac). You should be able to see diagnostic page of portal.
From this view, you can see the user ID is 11612. When you go to same user inside admin console, you can check the URL of the user page. Is the ID same?
For example, below is admin console's contact profile page, it has same email as the image above, but they are different contact. The ID of the link below is 9712, where the ID of above is 11612.
Other userful information are:
- Company that's belong to
- Any feature been enabled, disabled
- Portal version
- Portal's release time
It also known as DevTools on Firefox or Developer Tools on Chromium. You can press Ctrl + Shift + I or Cmd + Shift + I. What you will see is following image.
You can click on Dock side to open that panel to a new window. That way, you have bigger view.
A. Console Panel
Inside Console Panel, you can see logs of application. If there is any error from web portal, it should appear there.
You can also expand the error to get more detail, such as the warning message below. Error message should display in red.
B. Network Panel
Network panel should be empty when you open the developer console. Any HTTP request initialized after you opened developer console, should display there.
You can navigate to other pages then back, to check all the request happening on the problematic page. You can also reload the portal, by going to View > Reload. Or press Ctrl + R.
For any errors you see, please screenshot the Headers View.
You should also copy over the value from response tab. So our support or development team can review the response from the server.
Check User Sessions
The cookie under the Application tab contains the information for the current user session.
To diagnose single sign on through active directory, you can check on article Diagnosing login problems using the new DDGetSID CLI tool