I'm having trouble getting variables in custom phrases to work

Developer & Reporting Portal Customization

Tue, 9th Jun 2015 5:48 pm

Question: I've created a custom phrase, but when I include a template variable in it, it is not rep...

How do I change the logo on the agent login screen?

Using Deskpro

Wed, 10th Jun 2015 12:40 pm

Question: We set our company logo to appear on the agent and admin interface login screen, but now i...

I'm having trouble with the round robin working properly

Using Deskpro

Thu, 18th Jun 2015 10:06 am

Question: I made a round robin but it doesn't seem to assign any tickets. What is happening? An...

How do I include ticket account addresses in emails?

Using Deskpro

Mon, 22nd Jun 2015 4:00 pm

Question: I want to display the ticket email account that an email was sent from as part of an emai...

I'm having trouble with an Outlook message recall causing an email loop

Using Deskpro

Mon, 22nd Jun 2015 4:46 pm

Question: One of our agents sent an email into ticketing, but then tried to recall it via Outlook. ...

What does marking a ticket as spam do?

Using Deskpro

Fri, 26th Jun 2015 11:58 am

Question: I've been marking some tickets as spam within Deskpro, but I keep seeing similar messages....

Can I show the Satisfaction survey only for tickets in a certain department?

Developer & Reporting Portal Customization

Mon, 29th Jun 2015 12:35 pm

You can do this by editing some email and portal templates so that the survey link is only shown for...

I'm having trouble with poor performance or a slow agent interface on some computers

Using Deskpro

Mon, 29th Jun 2015 1:15 pm

Question: I have found that the agent interface is very slow on some computers, but not others. Wha...

Who gets my message when I reply to an email notification as an agent?

Using Deskpro

Mon, 20th Jul 2015 12:01 pm

When you reply to a Deskpro notification in your email software, it's important to realise that you ...

I'm having trouble with an error: "Failure 0x51"

Using Deskpro

Wed, 29th Jul 2015 9:50 am

Question: After we migrated our domain controllers from Server 2008 to Server 2012, the Deskpro Act...

How can I automatically respond to users to let them know our office is closed?

Using Deskpro

Fri, 14th Aug 2015 10:23 am

Question: Our office is going to be closed for a week as we relocate to a new building. We would li...

Do I need to reinstall On-Premise when my trial ends?

Sales, Billing & Legal Payment & Renewals

Fri, 14th Aug 2015 4:25 pm

No; you can just buy a license code from our website for your On-Premise account, then add it into t...

I'm having trouble with ticket counts displaying incorrectly after using the Reset Demo feature

Using Deskpro

Mon, 17th Aug 2015 12:03 pm

Question: I deleted some test tickets using Admin > Setup > Reset Demo. The counts of tickets in t...

Do you charge for updates to Deskpro?

Sales, Billing & Legal Payment & Renewals

Mon, 17th Aug 2015 12:17 pm

We don't charge anything extra for updates - they're included in the price of the software. We ship...

What do you charge for supporting Deskpro?

Sales, Billing & Legal Payment & Renewals

Mon, 17th Aug 2015 12:19 pm

Every Deskpro customer gets great support included with their license. You can read more about the ...

What do you charge for maintenance?

Sales, Billing & Legal Payment & Renewals

Mon, 17th Aug 2015 12:26 pm

If you're a Cloud customer, all maintenance (updates, performance monitoring, security patches, back...

Annual billing for Cloud

Sales, Billing & Legal Payment & Renewals

Mon, 17th Aug 2015 5:31 pm

Question: I want to use your Cloud service, but I prefer annual billing instead of monthly payments....

Can I pay by check?

Sales, Billing & Legal Payment & Renewals

Wed, 16th Sep 2015 6:09 pm

We can accept payments by check: we have addresses in the UK and the US where you can send your chec...

How do I filter users from an authentication source?

Using Deskpro

Tue, 22nd Sep 2015 4:29 pm

You can filter an authentication source so that only some of user records can be used to log in as a...

How can I make agents record a solution for each ticket?

Using Deskpro

Tue, 13th Oct 2015 3:52 pm

Question: I would like to make my agents record how each ticket was resolved. Is there a way to add ...

How do I find the ID number of a Deskpro field or other item?

Using Deskpro

Tue, 13th Oct 2015 5:15 pm

Sometimes you'll need to look up the ID number of a helpdesk item, such as a field you have created....

How do I make a reusable checklist of things to do within a ticket?

Using Deskpro

Fri, 16th Oct 2015 6:22 pm

Question: We have some tickets which require a long series of subtasks each time they are created: f...

I'm having trouble with the subject of reminder emails

Using Deskpro

Mon, 2nd Nov 2015 11:34 am

Question: We’ve configured our helpdesk to send reminder emails to users if a ticket is in the awai...

I'm having trouble disabling HTTPS

Using Deskpro

Wed, 9th Dec 2015 10:54 am

Question: I have disabled HTTPS on my Cloud helpdesk, but users who visit the http:// address are s...

Finding a field name for User Auth Data

Using Deskpro

Mon, 14th Dec 2015 5:31 pm

You can import data from an external usersource into a custom User Auth Data user field within Deskp...

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