Tickets Access in DeskDirector

Edcel Ceniza Updated by Edcel Ceniza

The DeskDirector admin console allows you to set very specific settings in regards to boards your contacts can access. This article will guide you through setting up the filters for their tickets.

You can filter which queues (tickets) will be shown on the DeskDirector Portal. These filters can be set at a global, company, and contact level. Tickets and Permissions uses cascading override approach. This means that Company level filters override Global Settings, which in turn is overridden by Contact filters. The same applies for Permissions, which are also set from the Global Settings within the Admin Console. 

Global Ticket Access

This page is where you can set all global access settings for ticket boards. Global ticket settings apply to all of your contacts and have the lowest priority in the override.

To get started, login to the admin console, then head to Portal > Settings > Tickets. On this page you can globally enable/disable which boards are accessible for all of your contacts by default.

The screenshot above is for a ConnectWise instance. The Quotes and Invoices tab will be missing for any Autotask instance.

Company Ticket Access

Company access defined which boards all of contacts at a specific company has access to and overrides any global settings. 

To setup company ticket access, navigate to Portal > Companies, click on a company, and click on the Tickets tab. On this page you can enable/disable which boards are accessible for all contacts under this specific company.

The screenshot above is for a ConnectWise instance. The Quotes and Invoices tab will be missing for any Autotask instance.

Contact Ticket Access

This page controls which boards/tickets the specific contact has access to and overrides both global nd company ticket access settings.

To finetune board/ticket access for a specify contact, navigate to Portal > Contacts, click on a contact, and click on the Tickets tab. On this page you can enable/disable which boards are accessible for the specific contact.

 

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