How do I update my billing contact details for annual billing?

Sales, Billing & Legal Payment & Renewals

Fri, 19th Feb 2016 9:38 am

Question: I want you to send my billing information and renewal notices for my On-Premise account to...

How can I set different SLA response times for weekdays and weekends?

Using Deskpro

Tue, 13th Jan 2015 1:17 pm

Question: How can I set up an SLA with different response times for weekdays and weekends? Answ...

How do I automatically increase ticket urgency on tickets from organization managers?

Using Deskpro

Mon, 8th Sep 2014 6:03 pm

If your agents are using the CRM app to record which users are managers of their organizations, you ...

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...

Can I pay you to add a feature to Deskpro?

Sales, Billing & Legal Payment & Renewals

Mon, 1st Feb 2016 4:25 pm

Yes, we will consider custom development work to tailor Deskpro to your needs. This can be anything ...

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...

Do you provide training?

Additional Services Additional Services FAQs

Tue, 16th Sep 2014 3:16 pm

We can provide interactive training for your agents and admins via screensharing technology. Option...

Can I BCC: someone into a ticket thread?

Using Deskpro

Tue, 23rd Sep 2014 6:17 pm

There is no function to BCC someone into a ticket, by design. Consider what happens if a person who ...

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...

I'm having trouble with knowledgebase articles not loading

Using Deskpro

Fri, 12th Sep 2014 11:24 am

Question: I'm working with Knowledgebase articles. Sometimes I find that when I open a Knowledgebas...

What limitations do the trial versions have?

Sales, Billing & Legal Payment & Renewals

Tue, 19th Apr 2016 2:11 pm

The trial versions of Deskpro On-Premise and Cloud work just like a paid version. The one exception...

I'm having trouble getting JIRA-related triggers to work

Using Deskpro

Wed, 7th Jan 2015 5:47 pm

Question: I've installed the new JIRA app within Deskpro and set it up. I notice that there are som...

I'm having trouble with being redirected to the wrong helpdesk address

Using Deskpro

Wed, 4th May 2016 3:29 pm

Question: I changed the IP or custom domain for the helpdesk. Now, when I try to visit the portal o...

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 an error: "rejected (from_gateway_address)"

Using Deskpro

Tue, 13th Jan 2015 10:17 am

Question: In the incoming email log I'm getting “rejected (from_gateway_address)” errors. What do t...

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 ...

Is there a way to CC: someone into a ticket?

Using Deskpro

Tue, 23rd Sep 2014 6:23 pm

You can add a user to the ticket CC field - this means they will be copied in on ticket email messag...

Deskpro Support