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Admin Guide

Introducing Deskpro
- Deskpro Features and Benefits
- Deskpro basic concepts
- Account Types
- Deskpro Interfaces
Creating Your Helpdesk
- Cloud vs. On-Premise
- Cloud Sign-Up
- Custom Domains
- Setting Basic Details
- Disabling the Helpdesk
Launching Your Helpdesk
- Personalize your Helpdesk
- Organize with Departments
- Set up your Agents
- Decide on User Channels
- Triggers for Automation
- Extra Customization options
- Launch the Helpdesk!
Importing Data
- Helpdesk Data Importer: Zendesk
- Helpdesk Data Importer: Kayako
- CSV User Import
- Import/Export via API
Managing and Deleting Personal Data
- How To: Delete Knowledgebase Articles
- How to: Delete Chats
- How to: Delete Tickets
- How to: Delete Users
- How to: Delete Agents
- How to: Export User Data
- How to: Delete Guide Topics
- How to: Delete Downloads
- How to: Delete News Posts
Agents
- Creating Agents
- Agent Permissions
- Permission Groups
- Agent Teams
- Logging in as an Agent
- Monitoring Agents
- Satisfaction Survey
- Managing Agent Passwords
- Editing Agent Profiles
- Deleting an Agent
- IP Whitelisting
- Admin Access Log
Departments
- Departments Overview
- Managing Ticket Departments
- Using Departments
- Department Permissions
Email Accounts
- Adding Ticket Email Accounts
- Email Accounts and Triggers
- Department/Email Links
- Email Handling Options
- Running an email-only helpdesk
- Monitoring email accounts
- Dealing with spam
Ticket Fields
- Categories
- Priorities
- Workflows
- Products
- Custom fields
- Field validation and display
- Ticket form layouts
- Ticket ref codes
Automating the Helpdesk
- Triggers
- Trigger examples
- SLAs
- Macros
- Escalations
- Satisfaction survey request
- Round robins
- Setting urgency automatically
- Incoming Webhooks
- Displaying IDs for items
- Actions guide
- Sending SMS alerts
CRM and usergroups
- Usergroup permissions
- User registration
- Managing user passwords
- Custom CRM fields
Portal
- Basic portal settings
- Portal branding and design
- Customizing portal content
- Advanced portal editing
- Enabling Guides
Multi-Branded Portals
- Setting up a New Brand
- Feedback in Multibrand
- Multi-Brands
- Tickets in Multi-Brands
- Agent Permissions in Multi-Brands
- Ticket Triggers in Multi-Brands
- Escalations in Multi-Brands
- SLA’s in Multi-Brands
- Snippets in Multi-Brands
- Snippet Variables in Multi-Brands
- Reporting in Multi-Brands
Chat
- Chat setup
- Multi-language chat
- Chat departments
- Chat queues
- Chat embed
Editing Templates
- Introducing templates
- Twig syntax basics
- Email templates
- Portal templates
- Useful template variables
- Variables in custom phrases
Localization
- Date & time settings
- Languages
Deskpro Apps
- App permissions
- Authentication apps
- Gravatar
- Share Widget
- Resolve User Hostnames
- Google Analytics
- Highrise
- HipChat
- Microsoft Translator
- JIRA
- Salesforce
- Twilio SMS
- Clickatell SMS
- SendGrid
- Trello
- Zapier
Authentication and SSO
- Agent and user authentication
- Understanding SSO options
- Auto agent
- Grant usergroup
- Multiple usersources
- Filtering a usersource
- Importing user data
- Active Directory setup
- LDAP setup
- JSON Web Token setup
- SAML setup
- Database auth setup
- OneLogin setup
- Okta setup
- Google+ setup
- Wiacts Nopassword setup
Integration
- Using web hook actions
- Using the Deskpro API
- Creating widgets & apps
Labels
- Introduction to Labels
- Managing labels
- Merging labels
- Setting label colors
- Label permissions
Agent Interface Options
- Automatic ticket locking
- Setting ticket defaults
- Time log and billing
- Problems & incidents
- Custom filters
- Ticket archiving
- Ticket purging
Anti-Abuse Options
- Login lockout
- Portal rate limiting
- Email rate limiting
- CAPTCHA settings
Exporting Data
- Exporting data via API
Billing and Licensing
- Cloud licensing
- On-Premise licensing
Appendix
- Deskpro Terminology

Authentication apps

Published: 23/03/2017 Updated: 27/10/2017

Authentication apps enable users and/or agents to log in to Deskpro with credentials from an external service (e.g. a username/password from your intranet, their login details on your network, their Facebook/Twitter/Google account, third-party services like OneLogin and Okta).

See the section on Authentication and SSO for details.

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