Getting Started with DeskDirector
Admin Console
Admin Console : Getting Started
Portal
Settings
Profile
Features
Tickets
Permissions
Portal Permissions in DeskDirector
FastTrack in DeskDirector
Setting Up and Using the VIP Priority
How to setup the Flag feature (ConnectWise)
Quotes (ConnectWise)
Invoices (ConnectWise)
Service Catalogue
Forms
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
DeskDirector Forms - Dynamic content
DeskDirector Forms - Field value format for automation
Service Catalogue
Service Types
Service Groups
Enable or Disable the 'Something Else' Option
Companies
Contacts
Managing Contacts in DeskDirector
Exporting Contacts as CSV
Ticket Group Permissions
Contact Impersonation
Menu Items
Learning Center
Notebooks
Portal Access
Feature Preview
DeskDirector Desktop Portal V5
Tech
System
Feature Configuration
Default Board and Source
Adding a VIP Priority via the Admin Console
Automatic Contact Creation
Updating, Closing, and Reopening Tickets
Branding your DeskDirector Portal
Hosts Configuration
Office Hours
Advanced
Analytics
Account
Task Lists
Contact Authentication Audit Log
Tech Portal
Tech Portal : Getting Started
Tickets
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
Chat
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
Macros
Client Portal
Client Portal : Getting Started
Contact Support
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
Tickets
Quotes & Invoices
Deskdirector - Sign up walk through
Logging in to DeskDirector
Tickets & Chats
DeskDirector Roles and Permissions
A walk through all the fields available in DeskDirector forms
Getting Started with Custom Email Templates
Getting Started with Surveys
Notifications & Broadcasts
BiggerBrains & Learning Center
Features
Login & Authentication
Custom Branding
Approvals
Notifications
Email Notifications
Email Template Engine
Surveys
Broadcasts
Custom Menus
Easy Integrations
Analytics
Other DeskDirector Features
Ticket Dynamic Contents
The Learning Center
Menus
Menu Items
User Groups
Integrations
ConnectBooster
Wise-Pay
QuoteWerks
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
Getting Support for the DeskDirector Connector for Power Automate
AutoTask
ConnectWise
BiggerBrains
Logging the ConnectWise API
Microsoft Teams App
Introducing the DeskDirector for Microsoft Team App
Setting up Content Security Policy (CSP)
Installing the Microsoft Teams App (Tech)
Setting up Tags for Teams Discussions (Tech)
Setting up DeskDirector for Microsoft Teams for your clients (Client mode)
Branding the DeskDirector Teams App
DeskDirector Teams App Notifications
User Groups Integration with Microsoft Teams
Troubleshooting
Advanced topic: Setting up Tech & Client Mode in the same tenancy
Integrating Microsoft Teams with DeskDirector Tech Portal
Smart Alerts for Tech Users
Release Notes - DeskDirector Teams App
Contact Support
Troubleshooting
APIs and Integration
ConnectWise 2019.5+
Autotask integration major update 2022
ConnectWise Member Impersonation
Autotask Resource Impersonation
Autotask 2020.3 integration (API) resource migration
Third-party integration with DeskDirector
Authentication
Desktop Portal
Diagnosing DeskDirector Desktop Portal Issues
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?
Other Articles
Login & Authentication - Common Issues
DeskDirector Desktop App - Installation Issues
Tickets & Chats - Common Issues
ConnectWise Integration - Common Issues
Approvals - Common Issues
Troubleshooting via Web Developer Tools
Switching PSA or merging with another CW/AT instance
How to Allow Time Entries for StreamlineIT Members
Email & Email Delivery - Common Issues
Essential and Dynamic Plan Breakdown
Advanced Use
Generative AI
DeskDirector with Generative AI
Setting up AI Service Providers
AI Assistants in DeskDirector
Custom Tools for AI Assistants
Knowledge Bases for AI Assistants
Ticket Summary for Tech Portal
DeskDirector API
Subscribing to Chat Webhooks
Portal Deep Linking
Webhook Example with Zapier
Chat Session Payload
Get started with portal extension page demo
Dynamic content based on logged in user
Clean Tickets
Exporting Portal Usage
TimeZest integration with DeskDirector
Troubleshooting Connectwise/Autotask-related integration issues
Security
Glossary
Release Notes
Client Portal
Server
Tech Portal
Portal Release Notes - Windows/macOS
Differences Between different Desktop Portal version
Portal Release Notes - Web Client
Release Notes in the Admin Portal
Archived
- All Categories
- Troubleshooting
- Desktop Portal
- Diagnosing DeskDirector Desktop Portal Issues
Diagnosing DeskDirector Desktop Portal Issues
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:
- Permissions
- Company that's belong to
- Any feature been enabled, disabled
- Portal version
- Portal's release time
Developer Console
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.
- Desktop version 3, 4 you can use Ctrl + Shift + I or Cmd + Shift + I
- Desktop version 5 you can simply press F12

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.

Authentication
To diagnose single sign on through active directory, you can check on article Diagnosing login problems using the new DDGetSID CLI tool