Getting Started with DeskDirector
What is the DeskDirector Admin Portal?
In this article we dive into the DeskDirector Admin Console. The Admin Console provides a centralized portal for managing your DeskDirector instance and the experience your end users will have with the platform.
What is the DeskDirector Tech Portal?
The DeskDirector Tech portal provides an easy to use and simple interface for your level 1 and 2 technicians to capture time, respond to tickets, and manage their day to day.
What is the DeskDirector Client Portal?
In this article, we dive into the Client Portal. The Client Portal is the primary tool that your end users will use to raise tickets, discuss on existing tickets, and manage things like approvals, quotes, and invoices.
Permissions in DeskDirector
The DeskDirector admin console allows you to set very specific filters in regards to what your clients can see and access. This article will guide you through setting up the filters for their tickets and permissions You can filter which queues (tickets) will be shown on the DeskDirector Portal. These filters can be set at a global, company, and contact level. Company level filters override Global Settings, which in turn override Contact filters. The same applies for Permissions, which are also set from the Global Settings within the Admin Console.
Tickets Access
Here we discuss how to configure different levels of ticket access for your contacts and Service Agents.
Enabling Master Admin
There are several roles in DeskDirector that can be assigned to a member/resource, each with different set of permissions (related: DeskDirector Roles and Permissions ) A Master Admin is a user of yo…
Pricing & Subscription Plans
Pricing Overview. DeskDirector currently has three subscription tiers that customers can choose from: Silver, Gold, and Platinum. You can read more on what is included in these tiers on our pricing p…
Browser Support
Supported Browsers by DeskDirector. Browser support is always a tricky question. Support for older/outdated browsers can very frequently lead to security vulnerabilities and excess maintenance costs…
Deskdirector - Sign up walk through
26 STEPS 1. This video will take you through the purchasing process from BUY NOW to a running server ready for syncing & configuration. The first step is to open the DeskDirector home page ( www.desk…
Managing your DeskDirector Subscription
This article gives a brief overview on how to manage various account details tied to your DeskDirector instance like your credit card info and choice of optional features.
Logging in to DeskDirector
Gives a brief walk through on the login process for DeskDirector. Includes information on OAuth, automatic contact creation, and a demonstration of what users will see when logging in.
Automatic Contact Creation
This article covers how automatic contact creation works in DeskDirector and goes into detail on the various options for how users can be authenticated.
DeskDirector Roles and Permissions
Access to most features and settings in DeskDirector are controlled via member/resource roles and permissions set for them. In this KB, we detail the specific permissions set for every DeskDirector r…
Feature Configuration for PSA Integrations
Here we dive into feature configuration in DeskDirector for defaults, approval statuses, and more.
Tickets & Chats
Getting Started with Tickets & Chats. There are 2 main ways that clients interact with technicians in DeskDirector: via tickets and chats. In both options, contact can be initiated by a service agent…
A walk through all the fields available in DeskDirector forms
DeskDirector forms offer a range of fields to customize your service request forms, including text boxes, dropdown menus, checkboxes, attachments, and more. Tailor your forms to fit your business nee…
Getting Started with Custom Branding
What is Custom Branding? With DeskDirector, you can brand your portal with your logos and choose different colors from a theming palette. Not only is custom branding available globally for your main…
Getting Started with Custom Email Templates
You can bring the DeskDirector experience right into the mailbox with stunning email notifications. You can create personalized, fully responsive and custom-branded email templates using our powerful…
Getting Started with Surveys
Customer satisfaction is at the core of support experience, and surveying for your customers' experience helps you measure their satisfaction and how you can improve the services and products you offer. High levels of customer satisfaction are strong indicators for client loyalty and retention and a great tool to lure in new customers. Additional information of why a customer liked their experience helps businesses plan how they can recreate that experience moving forward.
Notifications & Broadcasts
This article covers briefly what the notifications and broadcasts features are in DeskDirector. It lets users know what they are and where they can read more information.
Getting Started with the Menu System
What are custom menus? Custom Menus allow you to show company-specific options, and can be fine tuned further for specific contacts. Having the ability to use and create custom menu and menu items en…
BiggerBrains & Learning Center
Learning Center. The Learning Center is a great way to educate your clients and share documents with them. You can also link to videos and files hosted online. Check out our article on the Learning C…
The Developer Corner
This article covers how to get set up with an API key, where to start with Webhooks, and configuration for CORS.
The Service Catalogue
This article gives a brief explanation on what a Service Catalogue is in DeskDirector and when you would use it.
Embedding Help Page Media
In this article, we dive into how to set up a help page with custom embedded media that you can use to assist users when they first use DeskDirector.
Managing 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.
User Profiles & Profile Pictures
Gives a brief explanation on how users can change or add a profile picture for either their contact or service agent.
Office Hours
This article covers setting up and using office hours in DeskDirector.
Getting Started with Searching in DeskDirector
In this article, we give an overview of searching within DeskDirector and how your search teams are split and tokenized for further processing.
Get started with the DeskDirector Power Automate Connector
Getting Started with the DeskDirector Power Automate Connector. Prerequisites. Before you can get started with our Power Automate Connector , you need to meet the following requirements: Have the cor…
Using Markdown
Markdown is a lightweight markup language which allows you to write in an easy to read format which is then converted to valid HTML. DD Portal 2.0 will allow you to utilize markdown in your tickets (…
Managing Company Accounts
Managing Company Accounts. You can easily manage companies you handle from the DeskDirector Admin Portal. For our ConnectWise and Autotask partners, Accounts are synced over from your primary PSA and…
Monitoring Portal Usage
This article gives a brief explanation on how to use the Admin portal for monitoring portal usage.
Service Radar
This article gives a brief explanation of the Service Radar in DeskDirector.
Release Notes
We are always improving DeskDirector. In fact, we have had released updates & enhancements every week for the last 5 years. Here's how you can keep informed about these updates and suggest new ideas yourself
Auditing and Analytics
DeskDirector DD has many auditing and analytics options available. The audit logs fall into these categories Authentication. Admin changes. Email usage. Usage Analytics. Advanced Analytics. Authentic…
Tech Portal Board/Queue Access Configuration
Much like how it's possible to grant/restrict ticket access for clients in the Client Portal , access to queues/boards can also be finetuned for your technicians. Global Settings. This determines the…
Desktop Portal
Here we cover installation and deployment of the DeskDirector Desktop Portal for clients both manually and through automated installation via an RMM.
