What's the difference between Deskpro Cloud and Deskpro On-Premise?

Legacy: Managing Deskpro On-Premise

Fri, 29th Aug 2014 5:30 pm

Deskpro Cloud: Our software-as-a-service product, hosted on our servers.Quick to set up.We handle al...

Can Deskpro integrate with other software?

Developer & Reporting Deskpro Apps

Tue, 2nd Sep 2014 4:10 pm

Yes, you can install apps to integrate with a wide variety of other software. Head to our Apps & In...

How do I bill users or record time spent on support?

Using Deskpro

Tue, 2nd Sep 2014 5:05 pm

Question: Where do I bill a user for a support fee or log support time? I can't find any way to do ...

How do I use drag and drop ticket attachments?

Using Deskpro

Tue, 2nd Sep 2014 5:34 pm

You can drag and drop attachments to a ticket, or paste screenshots into the reply box. You can als...

How can I send automatic SMS notifications to agents?

Using Deskpro

Fri, 5th Sep 2014 11:52 am

You can send alerts with SMS text messages for important ticket events. For example, you could recei...

I'm having trouble with agents not receiving SMS alerts

Using Deskpro

Fri, 5th Sep 2014 12:10 pm

If you have configured a trigger, escalation or SLA to send SMS alerts, but agents are not receiving...

What is Deskpro Cloud?

Legacy: Managing Deskpro On-Premise

Mon, 8th Sep 2014 11:38 am

Deskpro Cloud is our software-as-a-service product, hosted on our servers: Quick to set up. We hand...

What are the different interfaces within Deskpro?

Using Deskpro

Mon, 8th Sep 2014 5:16 pm

There are five interfaces in Deskpro: 1. The user portal with an address like yourcompany.deskpro.c...

I'm having trouble with duplicate actions from a custom trigger

Using Deskpro

Mon, 8th Sep 2014 5:49 pm

Question: I added a custom trigger, but sometimes it seems like it is running twice in a row, or pe...

How do I assign out-of-hour tickets to a particular team?

Using Deskpro

Mon, 8th Sep 2014 5:58 pm

Comment (1)

Suppose you want to treat incoming tickets differently if they are created outside of working hours....

How can I filter bounce messages?

Using Deskpro

Mon, 8th Sep 2014 6:01 pm

Suppose one of your ticket email accounts is used as the reply address when you send out your compan...

How do I automatically increase ticket urgency on tickets from organization managers?

Using Deskpro

Mon, 8th Sep 2014 6:03 pm

If your agents are using the CRM app to record which users are managers of their organizations, you ...

How do I automatically email users when their ticket has been assigned?

Using Deskpro

Mon, 8th Sep 2014 6:06 pm

You can use triggers to send an email to the user when their ticket is assigned (e.g. to reassure th...

How do I send a different auto-reply to new users?

Using Deskpro

Tue, 9th Sep 2014 9:42 am

Suppose the sales team want to customize the email auto-response when tickets are submitted to the S...

How do I customize the text that appears on my portal?

Using Deskpro

Tue, 9th Sep 2014 11:37 am

Question: Can I change the copy used on the portal outside of the Publish app content? Answer: ...

Can I use LDAP to sign in my agents?

Using Deskpro

Tue, 9th Sep 2014 3:24 pm

Question: Does Deskpro support LDAP? Answer: Yes. To enable LDAP, go to Apps in Admin > Apps > Apps,...

Can I use Active Directory to sign in my agents?

Using Deskpro

Tue, 9th Sep 2014 3:27 pm

Question: Does Deskpro support Active Directory? Answer: Yes, Deskpro has an Active Directory app...

Can I track a Service Level Agreement within Deskpro?

Using Deskpro

Wed, 10th Sep 2014 11:04 am

Question: I have a Service Level Agreement that I've agreed to meet with one of my customers. How c...

How can I keep up to date with changes in Deskpro?

Using Deskpro

Wed, 10th Sep 2014 4:26 pm

We work hard to make sure that Deskpro is always getting better. There are a number of ways to keep...

How do I set up round robin ticket assignment?

Using Deskpro

Wed, 10th Sep 2014 5:00 pm

Comments (3)

For a large helpdesk, you may want to automatically assign incoming tickets to agents. This makes it...

How can I reply to user tickets by email?

Using Deskpro

Wed, 10th Sep 2014 5:10 pm

As an agent, you don't have to answer user tickets using the agent interface. You can just reply to...

Can I use macros to quickly insert predefined text, 'canned answers', etc?

Using Deskpro

Wed, 10th Sep 2014 5:23 pm

In Deskpro we call this feature Snippets. Deskpro Macros are used to automatically carry out a stor...

How can agents communicate with each other within Deskpro?

Using Deskpro

Wed, 10th Sep 2014 5:35 pm

1. When viewing the details of a ticket, an agent can write a note instead of a reply. This is visib...

What are archived tickets and why should I use archiving?

Using Deskpro

Wed, 10th Sep 2014 6:06 pm

Ticket archiving is used to maintain performance on helpdesks with a very large number of old ticket...

Is there a Deskpro smartphone app?

Using Deskpro

Thu, 11th Sep 2014 11:05 am

Comments (2)

Yes, we have an agent Deskpro app for both iOS and Android. Agents can view, manage and reply to ti...

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