Features
Portal Customization
In these articles, we cover how you can customize your Client & Tech portal experience for end users. This includes branding, custom menus for users to extend DeskDirector's functionality with your own custom integrations, and macros to speed up your workflow.
Service Catalogue
This is where you manage Service Types and Service Groups. This set of articles explains what can be done in the Portal > Sevice Types and Portal > Service Groups tabs in the DeskDirector admin console.
Forms
This is where you manage Forms. These set of articles explain what can be done in the Portal > Forms tab in the DeskDirector admin console.
Communication
In these articles, we dive into how DeskDirector can best smooth out the process of communicating between your service agents and end users, whether it be through notifications, email, or even real-time chat.
Generative AI
Generative AI in DeskDirector allows you to save on engineer hours while giving your customers a better experience.
Advanced
The articles here are for more advanced features, extension, functionalities, guides for DeskDirector. If you want to get your hands dirty, you came to the right place!
Login & Authentication
Here we discuss the various login and authentication options in DeskDirector. This includes how to set up things like automatic login and SSO, as well as some frequently asked questions.
Contact Groups
In this article, we cover contact groups in DeskDirector. (These are also known as User Groups for our PSA partners.) Contact groups allow you to quickly and cleanly organise users into different groups to manage ticket access, ticket approval, and to provide a visible organisational structure for users in your accounts.
Approvals
This article covers how to set up and use the approvals feature within DeskDirector. This feature allows end users and clients to have some control over their tickets by approving/declining certain requests before they make it to service agents.
Task Lists
This article gives an overview of Task Lists in DeskDirector and dives into how to add, update, delete, and make use of your Task Lists.
The Learning Center
In this article, we give a brief overview of the Learning Center in DeskDirector and explain how to set it up. The Learning Center enables you to share learning materials with your clients in a convenient, centralised manner.
Tags
In this article, we cover tags in DeskDirector and how they can be used for grouping tickets together. These tags can be used for distinction of ticket types and can be used in automations through the Power Automate Connector as well.
Custom Domains
In this article, we provide a brief overview of everything you need to set up a custom domain for your DeskDirector instance.
File Storage
This document discusses the file storage feature within DeskDirector, and explains how files are stored for our partners that have a separate PSA backend.
Portal Deep Linking
Deeplinking in DeskDirector allows you to link users directly to parts of the DeskDirector Desktop Portal that they need to see. This can help prevent the need for users to search for items themself or link to specific tickets, contacts, and more.
Clean Tickets
Clean tickets in DeskDirector provide you with a way to remove the clutter and fluff from your tickets and see only the parts that are important for resolving the issue in front of you. This feature is intended for our partners using a PSA integration.
Contacts
You can easily manage contacts you handle from the DeskDirector admin console. These contacts are ported over after syncing your PSA into DeskDirector. You can access this page from Portal > Contacts in the DeskDirector admin console. You should see a page that looks like this that shows all the contacts under your instance.
Accounts
Dive in to the Accounts/Companies feature for DeskDirector. Here, you'll learn how to work with the various different accounts/companies that you provide support for an manage.
Service Dashboard
This article gives a brief explanation of the Service Radar in DeskDirector.
Auditing and Analytics
DeskDirector has many auditing and analytics options available. In this article, we dive into these options and show you how you can use things like the DeskDirector API for advanced auditing.
