DeskDirector Forms and Request Types
Importing Wufoo Forms to DD Forms
Getting started with DeskDirector Forms
DeskDirector Forms - Question Types in Detail
DeskDirector Forms - Webhooks
Setting up Request Types
DeskDirector Forms - Dynamic Fields
Request Type Ordering
Request more information (forms request)
Enable or Disable the 'Something Else' Option
DeskDirector Forms - Sections and Conditionals
Ticket Title Automation
Getting Started with DD Chat
"Pre-Ticket Chat" Feature
"Call me Back" Feature
Creating a Chat Session
Handling Chat Requests
Changing your Presence
Subscribing to Webhooks
Viewing Chat History
Getting Started with the Menu System
Menu System - Changes to the Portal UI
Email Notifications Overview
Setup email template for Approval and Mail Login Token
Setup Email Notifications for Ticket Updates
Get Started with Email Template Engine - DeskDirector
Useful Learning Center Tips - Adding files from Google and Dropbox
Getting Started with the Learning Center
How to change the name of the Learning Center
Learning in DeskDirector
Getting Started with Broadcasts
Who Can Send a Broadcast
Sending a Broadcast
Quotes & Invoices
Branding & Customization
HTML Email Templates - ConnectWise
HTML Email Templates - Autotask
Avatars in DDPortal
Branding - Logo
Theming in DeskDirector
New Features and UI Designs
Enabling OAuth for DDPortal
How User Authentication works in DeskDirector
Diagnosing Automatic Login Issues
Logging in with a Username + Password
Logging in via URL
Logging in with Passwordless
Logging in with Active Directory
Portal for Windows
Getting Started with DD Portal
Installing DD Portal
Diagnosing login problems using the new DDGetSID CLI tool
Troubleshooting your DeskDirector Portal installation
Differences Between Portal for Desktop v2 and v3
DDPortal removal tool - uninstalling Windows portals
Portal for Mac
Adding Media to Play When First Launching the Client
The Flag feature (CW Only)
"Ensure VIP ticket's priority" Feature
Setting Up and Using the VIP Priority
FastTrack in DeskDirector
Contact Creation Rule
Customer Closed Tickets.
Browser Support for portal
Change Ticket Status when Customer Adds Note
Diagnose Portal for Desktop
Account & FAQ
Portal and User Issues
Instance & Account Queries
Logging into the Admin Console.
3000 contact limit FAQ
The Admin Console Dashboard
Adding and removing features from your DD Portal Advantage plan
Finding out what server your DeskDirector instance is on.
Enabling Master Admin
Creating an Integrator Login in ConnectWise (SOAP API)
Top 10 Request Types
Getting Started - Admin Console
Frequently Asked Questions
Creating a ConnectWise RESTful API Key
CSV Reporting Tool
Generic vs Customized Request Types
DDPortal (Installed client) Vs. DDWeb (Web Client)
Ticket Description missing on ConnectWise emails
Creating an integrator resource in Autotask
My customer is seeing deleted tickets in portal
Contact can't login portal, the contact is missing in admin console but it is in ConnectWise
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 - workflow with user interactions
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
Portal Release Notes - Windows/macOS
Portal Release Notes - Web Client
Advanced Use Case
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 Desktop Portal
Desktop portal is electron app. It is essentially a Chromium browser with web portal inside. Currently, at the time I write this article, our electron version is very old. So, some of issue encounter on desktop might not exist on web version.
When issue arise for desktop, first we should aware of who actually loggged in. Many time, single email could associated with multiple user.
This can only be performed in desktop portal that already had 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 is on ID of 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 shold appear there.
You can also expand the error, to get more detail. Such as warning message below. Error message should display in red.
B. Network Panel
Network panel should be empty when you open the development console. Any HTTP request been initialized after you openned development console, it should display there.
You can navigate to other page 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 error request, you should screenshot Headers View. By click on error request. Such as following.
You should also copy over the value from response tab. So support or developer can review the response from server. It is important to copy over as text, not image for response.
Portal Desktop version, you can find at Help.
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