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.

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.

DeskDirector API

The DeskDirector API provides you with a set of endpoints that you can use to query, interact with, and manage your DeskDirector instance programmatically.

Permissions & Access - Common Issues

Find out how to resolve some of the common permissions and access issues you may run into with DeskDirector.

Permissions & Feature Configuration (Tokity)

The DeskDirector Admin Portal 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. In this article, we go into how you can configure these settings when using DeskDirector with the Tokity backend. 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 to Permissions, which are also set from the Global Settings within the Admin Console.

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.

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.

Menu Items

Menu Items provide a way for you to add individual items that your users can access from their side panel in the Client Portal. You can use menu items to embed external websites, share learning resources, and more.

Email Notifications

Here, we dive into email notifications in DeskDirector. This article covers how to set up mail delivery accounts, how to send emails from DeskDirector, and the different types of notification events that can trigger emails.

BiggerBrains

Here we cover the BiggerBrains integration in DeskDirector and how to configure it so your end users can access BiggerBrains directly in the Client portal.

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.

ConnectWise Custom Menu Item for DeskDirector

In this article we cover the process for adding a custom menu item for DeskDirector in your ConnectWise PSA instance. This will allow you to access the DeskDirector Tech app directly in your PSA

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.

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.

Dynamic Form Content

Dynamic content in DeskDirector's forms provide a powerful way for you to pull in form day on the fly from other sources via automations. This can either be statically presented to users or can be used to populate a dropdown with selectable options.