Troubleshooting
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.
Desktop Portal - Common Issues
Diagnosing Desktop Portal Issues. 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…
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.
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.
DeskDirector Desktop App - Installation Issues
This article covers troubleshooting common issues with the DeskDirector Portal desktop application.
Troubleshooting DeskDirector Connection Issues
Service IP Addresses. Depending on your location, we would have built your instance on a server close to where you operate. To figure out which you are on, you can open a console and use the followin…
Login & Authentication - Common Issues
This article covers troubleshooting for common authentication and login issues in DeskDirector
Permissions & Access - Common Issues
Troubleshooting Permissions & Access Issues. Feature Access. Verify if Company or Contact Access Rights. Companies and Contacts on your permissions configuration. If users from your company are unabl…
Tickets & Chats - Common Issues
This article covers some more common issues that people run into with tickets and chats in DeskDirector.
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.
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.
PSA Entity Syncing - Common Issues
The most important tool when troubleshooting any issues with contacts/companies and other entities is the Diagnose Entities Tool in the admin console. Select Contact from the dropdown list, then input the contact ID and check the result.
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.
ConnectWise Integration - Common Issues
This article covers troubleshooting for notifications and email issues in DeskDirector.
Autotask Integration - Common Issues
Attachments. "I've recently updated my Autotask instance and am no longer able to add attachments.".. Autotask's 2020.3 release introduced new API user setting that enhance feature they are offering…
ConnectWise Audit Trail - Exporting API Logs
ConnectWise Log Expots. Exporting Your Audit Trail. On most entities in ConnectWise, you can export an Audit Trail. This is very useful after the fact in determining why something has gone wrong or w…
Microsoft Teams App - Common Issues
Here we cover some common issues with the Microsoft Teams app for DeskDirector.
Contact DeskDirector Support
Contact Support. You can contact our support team by email us at support@DeskDirector.com. Once you have email us, an account and ticket will be created in our ticketing system automatically for you.…
