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.
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.
Troubleshooting DeskDirector Connection Issues
Many of our clients use a PSA integration that is hosted on-prem. When this is the case, DeskDirector will need to be allowed through your firewall in order to access your PSA instance. This article explains how to add a firewall exception for DeskDirector.
Permissions & Access - Common Issues
Find out how to resolve some of the common permissions and access issues you may run into with DeskDirector.
Tickets & Chats - Common Issues
This article covers some more common issues that people run into with tickets and chats in DeskDirector.
ConnectWise Audit Trail - Exporting API Logs
When receiving support from the DeskDirector team, you may be asked for an Audit Trail from your PSA instance. In this article, we explain how to export this log so you can share it with the DeskDirector team.
Contact DeskDirector Support
How to contact DeskDirector support.
Desktop Portal - Common Issues
In this article, we go over diagnosing and narrowing down on Desktop Portal issues you may run into when using 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.
DeskDirector Desktop App - Installation Issues
This article covers troubleshooting common issues with the DeskDirector Portal desktop application.
Login & Authentication - Common Issues
This article covers troubleshooting for common authentication and login issues 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
This article goes into some troubleshooting steps you can take when you start running into issues with your PSA instance and its connection to DeskDirector.
ConnectWise Integration - Common Issues
This article provides some ConnectWise-specific troubleshooting steps for clients using it as a backend for DeskDirector.
Autotask Integration - Common Issues
In this article, we provide some Autotask-specific troubleshooting steps for our partners using it as a backend for DeskDirector.
Microsoft Teams App - Common Issues
Here we cover some common issues with the Microsoft Teams app for DeskDirector.
