Troubleshooting
APIs and Integration
These articles will tackle on common issues and questions about third-party APIs and integrations
Authentication
Information and guides about authentication on DeskDirector
Desktop Portal
These articles houses information regarding setting up the DeskDirector Desktop portal and common issues encountered with it
Instance & Account Queries
These articles answers questions about your DeskDirector account/instance.
Portal and User Issues
These articles discuss about the DeskDirector portal and any issues relating to it.
Other Articles
Some generic articles relating to DeskDirector.
Troubleshooting via Web Developer Tools
This article covers how to troubleshoot issues from the networking tab and how to generate an HAR file when receiving support from the DeskDirector product support team.
Login & Authentication - Common Issues
This article covers troubleshooting for common authentication and login issues in DeskDirector
DeskDirector Desktop App - Installation Issues
This article covers troubleshooting common issues with the DeskDirector Portal desktop application.
Tickets & Chats - Common Issues
This article covers some more common issues that people run into with tickets and chats in DeskDirector.
Contact & Service Agent Impersonation
In this article, we go into how to impersonate contacts and service agents. Impersonation provides a powerful and simple way to see from your end users perspective without having to change or exchange passwords.
ConnectWise Integration - Common Issues
This article covers troubleshooting for notifications and email issues in DeskDirector.
Diagnose Entities Tool
This article covers the Diagnose entities tool in DeskDirector, what it's used for, and what advantages it poses over more conventional methods for using your primary PSA's API.
PSA Integration - Common Issues
The best first step is to make sure that that specific resource/member can access the ticket from the PSA and leave notes/time entries from there. If they can access the ticket and can update it, proceed with troubleshooting.
Approvals - Common Issues
In this article, we dive into some of the common issues people run into with the approvals system in DeskDirector and how you can address them.
Switching PSA or merging with another CW/AT instance
On instances where you will need to switch PSAs (CW to AT or vice versa), or are merging with or acquiring another company and will need to merge your PSA - making sure your DD instance queries the r…
How to Allow Time Entries for StreamlineIT Members
By default, adding time entries on tickets is disabled for StreamlineIT members. However, this can be easily enabled on from their own profile in the Tech Portal. All that is needed is for the Streamline IT member to login to the DeskDirector Tech Portal and click on the Settings tab, which should open a page that looks like this.
Email & Email Delivery - Common Issues
Every now and then, you or your customers may encounter issues with DeskDirector's email delivery system. You can easily troubleshoot such issues using the "Delivery History" section of the admin portal. This section contains logs of every emails sent from our system, including delivery attempts that failed.
Essential and Dynamic Plan Breakdown
Before the switch to the "Precious Metals" plans (Silver, Gold and Platinum) in early 2021, the plans available were Essential and Dynamic Plan.Majority of DeskDirector customers (as of Nov 2021) are…
