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...

How do I stop bounces and Out of Office messages being turned into tickets?

Using Deskpro

Tue, 10th Jun 2014 2:52 pm

Question: We use one of our ticket email addresses to send out a company newsletter. Some of the ne...

I'm having trouble with an error: "Connection timed out" whilst upgrading

Using Deskpro

Thu, 22nd Feb 2018 1:46 pm

If you try to upgrade Deskpro and get an error with something like this: ... [EXCEPTION] GuzzleH...

How can I make knowledgebase articles visible to specific users only?

Using Deskpro

Thu, 13th Nov 2014 4:06 pm

Comments (۲)

Question: Can I have articles that are restricted so that only certain users can see them? Answer:...

How do I embed individual knowledgebase articles in an external app or site?

Using Deskpro

Wed, 4th May 2016 4:01 pm

Question: We'd like to display individual knowledgebase articles embedded within an application we ...

How do I translate a custom phrase?

Using Deskpro

Thu, 29th Jan 2015 1:41 pm

Question: I've created a custom phrase, but my helpdesk uses multiple languages, and the agent inte...

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...

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 ...

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...

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 ...

I'm having trouble with knowledgebase articles only appearing in edit mode

Using Deskpro

Wed, 12th Nov 2014 5:44 pm

Question: I've disabled the portal while I write my initial Knowledgebase articles. When I make a n...

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...

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 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...

Can Deskpro integrate with other software?

Using Deskpro

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...

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,...

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...

How do I stop agent names appearing in the 'From:' field of emails?

Using Deskpro

Mon, 26th Jan 2015 12:44 pm

Question: When users receive email notifications about their tickets, the From: name on the email i...

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...

What resources are available for teaching agents to use Deskpro?

Using Deskpro

Tue, 3rd Feb 2015 10:59 am

When you add a new agent to your helpdesk, the agent is automatically emailed a copy of the Agent Qu...

I'm having trouble forwarding individual ticket messages to email

Using Deskpro

Wed, 8th Oct 2014 12:24 pm

Question: I am using the Forward Message function to forward a ticket message out of Deskpro as an ...

How do I set up an internal knowledgebase for agents only?

Using Deskpro

Thu, 14th Aug 2014 4:50 pm

Question: I want to have Knowledgebase articles about internal procedures for agents. I don't want ...

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...

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...

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...

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