I'm having trouble with getting CAPTCHAs every time I try to log in

Using Deskpro

Tue, 2nd Jun 2015 11:11 am

If you have multiple agents logging in to Deskpro from the same IP address, Deskpro's login rate lim...

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 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...

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...

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...

Gmail/Google Apps "modern security standards" email error

Using Deskpro

Mon, 18th Jan 2016 5:17 pm

Question: I tried to connect Deskpro to a Gmail account, and I got a "Sign-in attempt prevented" em...

How do I set a default department for tickets submitted via the user portal?

Using Deskpro

Mon, 8th Aug 2016 3:38 pm

To set a default department for the ticket form in your user portal, go to Admin > Tickets > Departm...

How do I remove chat from the user portal but offer chat on a different site?

Using Deskpro

Thu, 18th Aug 2016 10:41 am

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

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 receiving notification emails when I create a ticket

Using Deskpro

Thu, 26th Jun 2014 1:21 pm

Question: I'm trying to test email notifications. I make myself a test ticket and I don't get an em...

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...

How can I set up agent permissions, permission groups and department access?

Using Deskpro

Mon, 15th Sep 2014 4:01 pm

The Deskpro agent permissions system is designed to give admins fine control over what agents can se...

How do I automatically sort email that's forwarded into a single inbox?

Using Deskpro

Wed, 24th Sep 2014 6:19 pm

Question: We have a single email inbox which is connected to Deskpro using IMAP. There are two alia...

What are some Deskpro productivity tips for agents?

Using Deskpro

Tue, 28th Oct 2014 6:10 pm

Deskpro has lots of features designed to help you work efficiently in the agent interface. Once you...

I'm having trouble with forwarding user emails to the helpdesk

Using Deskpro

Tue, 28th Oct 2014 4:02 pm

Deskpro can understand that an email from a user that is forwarded to the helpdesk by an agent shoul...

How can I make a department visible to agents only?

Using Deskpro

Mon, 10th Nov 2014 3:55 pm

Question: I want to make a department that is only visible to agents and that users never see. Does ...

Why are agent notes being included in email threads?

Using Deskpro

Mon, 12th Jan 2015 12:42 pm

Question: When I look at a notification email, why are previous agent notes being shown? I thought ...

How do I use variables in snippets, messages and webhook actions?

Using Deskpro

Tue, 11th Dec 2012 11:29 am

Comments (4)

These variables are available for use in snippets, as well as when sending a reply or SMS message wi...

I'm having trouble with an error: "Aw, Snap!" in Chrome v29

Using Deskpro

Mon, 2nd Sep 2013 10:25 am

Problem Google Chrome v29 always crashes and shows the 'Aw, Snap!' error page when using Deskpro. S...

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

Using Deskpro

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 do I enable logging for outgoing email?

Using Deskpro

Thu, 7th Mar 2013 2:08 pm

All outgoing mail is saved. To view the outgoing mail log, go to Admin > Email > Email Accounts > Ou...

I'm having trouble with the agent interface displaying old tickets and notifications

Using Deskpro

Tue, 24th May 2016 10:05 am

If your agent gets the same tickets displayed everytime they log in, despite the tickets being resol...

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 change the From: name used for agent notifications? I don't want the emails to appear to be "From" the user

Using Deskpro

Tue, 12th Apr 2016 12:24 pm

Question: My agents get emails notifications from the helpdesk about tickets, which is fine, but th...

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...

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