How do I add a custom favicon to the user portal?

Using Deskpro

Wed, 16th Nov 2016 11:56 am

The favicon is the small icon displayed at the top of browser tabs and next to bookmarks. By defaul...

How can I change the name of the "Contact Us" tab?

Using Deskpro

Wed, 16th Nov 2016 12:05 pm

Question: Is it possible to customize the text for the name of the portal tab where users submit tic...

Setting up Departments

Legacy: Getting Started Legacy: Getting Started FAQs

Wed, 14th Jun 2017 2:11 pm

What are Departments? Departments are the main organizational structure of your Deskpro Helpdesk an...

How can I set up a new brand?

Using Deskpro

Thu, 5th Jan 2017 11:13 am

Deskpro has a multi-brand feature that allows you to create multiple user portals for the different ...

How do I prevent a specific agent being assigned tickets?

Using Deskpro

Thu, 2nd Mar 2017 6:26 pm

Question I'm an agent on the helpdesk but I don't need to be assigned any tickets. Sometimes agents...

What do I do if I need a specific feature?

Additional Services Additional Services FAQs

Wed, 19th Apr 2017 8:45 am

Deskpro is a powerful product with an extensive feature set, but there are an infinite number of goo...

How we handle feature requests

Additional Services Additional Services FAQs

Wed, 1st Nov 2017 4:47 pm

Deskpro is used by thousands of businesses across hundreds of different industries - often with thei...

I'm having trouble with an error: "Invalid Redirect. Attempted to redirect to an offsite host"

Using Deskpro

Tue, 21st Nov 2017 5:05 pm

Problem: I am getting the error "Invalid Redirect - Attempted to redirect to an offsite host." when ...

I'm having trouble with an error: "Connection timed out" whilst upgrading

Using Deskpro

Thu, 22nd Feb 2018 1:46 pm

If you try to upgrade Deskpro and get an error with something like this: ... [EXCEPTION] GuzzleH...

I'm having trouble with emails being processed from a POP3 account

Using Deskpro

Thu, 26th Jun 2014 3:10 pm

Question: Deskpro is configured to connect to a mailbox using POP3. There are two emails which appea...

How do I resize the panes of the agent interface?

Using Deskpro

Fri, 27th Jun 2014 11:59 am

You can change the relative size of the agent interface list pane and content pane. Just drag the di...

How do I remove chat from my portal while still offering chat on a different site?

Developer & Reporting Portal Customization

Wed, 9th Jul 2014 2:45 pm

Question: How can I remove chat from my portal altogether, but still allow users to chat from a diff...

Why is Deskpro On-Premise pricing based on a subscription model?

Sales, Billing & Legal Payment & Renewals

Wed, 9th Jul 2014 5:35 pm

Question: Why are your pricing plans based on a regular subscription fee, even for the On-Premise ...

I'm having trouble deleting a table from a ticket reply

Using Deskpro

Thu, 24th Jul 2014 11:20 am

Question: I pasted an HTML table into a ticket reply. When I try to delete it, the contents of the ...

Why can't I see flags?

Using Deskpro

Mon, 28th Jul 2014 9:24 am

Comment (1)

Question: When other agents on my helpdesk set flags, I can't see them. Is there something wrong? ...

I'm having trouble with emails forwarded from certain accounts not showing up in the interface

Using Deskpro

Tue, 29th Jul 2014 6:39 pm

Question: When I forward emails from my personal account to the helpdesk, they are not turned into ...

I'm having trouble with some tickets ending up in random departments

Using Deskpro

Wed, 30th Jul 2014 9:50 am

Question: I've noticed a few tickets on my helpdesk are ending up in departments that don't make an...

I'm having trouble with my macro not adding text to a reply

Using Deskpro

Fri, 1st Aug 2014 9:51 am

Question I want to create a macro which uses an Add Ticket Reply action to add text to a reply. I s...

I'm having trouble with Exchange not sending displaying the 'From:' field

Using Deskpro

Mon, 11th Aug 2014 6:12 pm

Question: The From: name for an agent notification should be the user's name, but all our agents ar...

How do I limit agent access to tickets by department?

Using Deskpro

Tue, 12th Aug 2014 11:28 am

Comment (1)

One function of departments is limiting agent access to tickets. For example, you can set up your h...

How do I embed a contact form within my website?

Using Deskpro

Thu, 14th Aug 2014 10:18 am

You can embed a contact form (ticket submission form) in a page on your website. You can either emb...

I'm having trouble with an error: Permission denied (errno = 13) connecting to mail server on SELinux

Using Deskpro

Thu, 14th Aug 2014 3:38 pm

Question: My Deskpro On-Premise installation can't connect to my POP3 server, although the account ...

How does user auto-response flood protection work?

Using Deskpro

Thu, 14th Aug 2014 4:18 pm

Question: There is no way for the user to opt out of receiving ticket emails, but I found this when...

How do I set up an internal knowledgebase for agents only?

Using Deskpro

Thu, 14th Aug 2014 4:50 pm

Question: I want to have Knowledgebase articles about internal procedures for agents. I don't want ...

How do I use the filter pane?

Using Deskpro

Thu, 28th Aug 2014 9:36 am

The left-hand filter pane is collapsible. Click the < icon to collapse it. When collapsed, it will ...

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