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Getting Started with DD Chat

Getting started with DeskDirector Chat. This article outlines the steps you need to take to get started with DeskDirector Chat. Step 0: Ensure you are using Portal V2 DeskDirector Chat is only availa…

Andrew Lahikainen
Updated 4 weeks ago by Andrew Lahikainen

"Pre-Ticket Chat" Feature

Pre-Ticket chat is a way for users to chat to your technicians, without requiring them to create a ticket first. They will be asked for a short description of their problem. Then we will automaticall…

Chris
Updated 1 year ago by Chris

"Call me Back" Feature

The "Call me Back" feature helps Portal users easily leave a message asking someone to get back to them. Turning on the feature will make the "Call Me Back" action available inside of the chat dialog…

Chris
Updated 1 year ago by Chris

Creating a Chat Session

Tech. Tech users can only create chat sessions from a ticket at this stage and only if that ticket has an online contact assigned to the ticket. This is what's known as a push-chat, where a chat sess…

Andrew Lahikainen
Updated 4 weeks ago by Andrew Lahikainen

Handling Chat Requests

Tech. Receiving chat requests. Chat request notifications appear on the top-left side of TECH You will only receive these notifications if you are available. See this article for more information abo…

Andrew Lahikainen
Updated 1 year ago by Andrew Lahikainen

Changing your Presence

Tech. It is possible in TECH to force your presence to Away or Busy. You can do this by clicking your avatar on the top-left of the app: You can also sign out from this drop down. To reset your prese…

Andrew Lahikainen
Updated 4 weeks ago by Andrew Lahikainen

Subscribing to Webhooks

DeskDirector can call webhooks whenever a chat session is created or updated. This is a really powerful way to customise your chat workflow. The following steps assume you already have an http endpoi…

Andrew Lahikainen
Updated 4 weeks ago by Andrew Lahikainen

Viewing Chat History

Tech. Sometimes you need to go back and reference a chat session. The most common reason for doing this is to follow up on an abandoned chat request to see if they left any messages. From the chat se…

Andrew Lahikainen
Updated 1 year ago by Andrew Lahikainen

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