How do I view the raw email source for a ticket message?

Using Deskpro

Wed, 13th Feb 2013 3:53 pm

Sometimes it is useful to view the raw message source for a ticket message that arrived via email. D...

I'm having trouble with replies not being added to the correct tickets

Using Deskpro

Wed, 20th Feb 2013 9:26 am

Deskpro tries to match incoming emails to existing tickets based on several criteria, the most impor...

Why can't users or agents use email addresses that are also ticket accounts?

Using Deskpro

Wed, 27th Mar 2013 10:36 am

Comment (1)

If you've set up an email address to receive tickets in Admin > Tickets > Email Accounts, you can't ...

How do I create a custom button for my chat widget?

Using Deskpro

Mon, 22nd Apr 2013 3:33 pm

If you want to use your own custom HTML element/button to launch the chat widget on a page, you just...

How can I take screenshots in Deskpro?

Using Deskpro

Wed, 15th May 2013 2:13 pm

Using screenshots to answer customer questions can be a very quick and efficient way of responding. ...

How do I generate debug information for a ticket?

Using Deskpro

Thu, 18th Jul 2013 9:45 am

Occasionally, one of our agents may ask you to attach debug information for a ticket to help diagnos...

How can I copy data from user authentication apps into custom user fields?

Developer & Reporting Deskpro Apps

Thu, 16th Jan 2014 3:44 pm

You can pull data from a user auth app (such as Active Directory or LDAP) and save it directly in yo...

How can I change the format and display of date and time?

Using Deskpro

Fri, 25th Apr 2014 2:24 pm

You can customize the format that Deskpro uses to display dates and times in the Dates and Times sec...

How do I get started with Deskpro?

Legacy: Getting Started Legacy: Getting Started FAQs

Wed, 18th Jan 2017 12:42 pm

The easiest way to get started with Deskpro is to sign up for a free Deskpro Cloud helpdesk trial, a...

How can I set up ticket assignment workflows?

Using Deskpro

Mon, 19th May 2014 1:38 pm

Your helpdesk may need several agents to work together to resolve a ticket. For example, a ticket se...

I'm having trouble with some of our portal missing

Using Deskpro

Mon, 19th May 2014 6:17 pm

By default, the user web portal has tabs for Knowledgebase, Guides, News, Feedback, Downloads, Conta...

How do I remove links to Deskpro from email notifications?

Using Deskpro

Mon, 19th May 2014 6:25 pm

By default, if you have the Deskpro Portal enabled, user email notifications include links to allow ...

Sending different auto-responses based on email address

Using Deskpro

Tue, 20th May 2014 3:36 pm

Using triggers, you can customize the auto-response when a user submits a new email ticket, based on...

Why can't I add a custom ticket status?

Using Deskpro

Thu, 22nd May 2014 11:18 am

Deskpro status is used to track who needs to respond to the ticket next. The core statuses are Await...

How do I assign multiple tickets to one user from another?

Using Deskpro

Wed, 28th May 2014 3:04 pm

If you have a user (not an agent, where this happens by default during deletion) that you wish to ma...

I'm having trouble with images not displaying correctly in emails or articles

Using Deskpro

Thu, 29th May 2014 10:46 am

If users are not seeing images you have inserted into emails or articles, there are various possible...

How do I set up Deskpro to have two teams of agents who can't see each other's tickets?

Using Deskpro

Fri, 30th May 2014 3:49 pm

The best way to implement this is using departments (combined with agent permission groups) rather t...

I'm having trouble with translated words appearing in the wrong order

Using Deskpro

Tue, 3rd Jun 2014 11:36 am

Question Some words are displayed out of order in parts of the agent interface. Answer This probl...

How do I set up an email account for outgoing messages only?

Using Deskpro

Tue, 3rd Jun 2014 2:18 pm

Most email messages sent by Deskpro are linked to a particular ticket. Some automatic emails do not...

Ticket followers replying by email is going to the user not the agent

Using Deskpro

Tue, 3rd Jun 2014 11:59 am

Question An agent who was following a ticket tried to reply by email to the agent who was assigned ...

I'm having a trouble with users being unable to add attachments to tickets

Using Deskpro

Tue, 10th Jun 2014 11:29 am

There are a number of admin settings which can prevent some attachments working. 1. In Setup > Sett...

How do I convert a normal user to an agent?

Using Deskpro

Wed, 11th Jun 2014 11:28 am

Question: Someone I want to act as an agent in the helpdesk has been added as a user. How do I upgr...

Why aren't Community Channels showing up on my portal?

Using Deskpro

Wed, 11th Jun 2014 3:38 pm

Question On the user portal, the Community section is showing up, but no channels are available to s...

I'm having trouble changing the order of messages displayed on a ticket

Using Deskpro

Fri, 13th Jun 2014 5:41 pm

Question I want to change the chronological order that messages are displayed on a ticket, from new...

Why is some of my agent interface missing?

Using Deskpro

Thu, 26th Jun 2014 11:31 am

Question: When I log in to the agent interface, I find that one section of the interface isn't ther...

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