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...

How do I create a custom button for my chat widget?

Using Deskpro

Mon, 22nd Apr 2013 3:33 pm

If you want to use your own custom HTML element/button to launch the chat widget on a page, you just...

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...

I'm having trouble with an error: "The email address is already in use"

Using Deskpro

Wed, 6th Jan 2016 4:19 pm

Question: I am trying to change an agent's email address in the admin interface, and I get this err...

How do I assign out-of-hour tickets to a particular team?

Using Deskpro

Mon, 8th Sep 2014 5:58 pm

Commento (1)

Suppose you want to treat incoming tickets differently if they are created outside of working hours....

I'm having trouble with emails forwarded from certain accounts not showing up in the interface

Using Deskpro

Tue, 29th Jul 2014 6:39 pm

Question: When I forward emails from my personal account to the helpdesk, they are not turned into ...

I'm having trouble with text formatting

Using Deskpro

Thu, 26th Jun 2014 2:52 pm

Question When I type into a certain ticket or article, all the text comes out weirdly formatted (e....

Can I use macros to quickly insert predefined text, 'canned answers', etc?

Using Deskpro

Wed, 10th Sep 2014 5:23 pm

In Deskpro we call this feature Snippets. Deskpro Macros are used to automatically carry out a stor...

Can I use Deskpro automation for integration with JIRA?

Using Deskpro

Mon, 22nd Dec 2014 4:57 pm

The updated JIRA integration app adds support for creating triggers that respond to JIRA events and ...

I'm having trouble with agents not receiving SMS alerts

Using Deskpro

Fri, 5th Sep 2014 12:10 pm

If you have configured a trigger, escalation or SLA to send SMS alerts, but agents are not receiving...

How do I customize the text that appears on my portal?

Using Deskpro

Tue, 9th Sep 2014 11:37 am

Question: Can I change the copy used on the portal outside of the Publish app content? Answer: ...

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 ...

Can I track a Service Level Agreement within Deskpro?

Using Deskpro

Wed, 10th Sep 2014 11:04 am

Question: I have a Service Level Agreement that I've agreed to meet with one of my customers. How c...

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...

How do I install the chat widget in Joomla?

Using Deskpro

Wed, 22nd Jun 2016 2:40 pm

1. Login to your Joomla account as an administrator. 2. Select "Extensions" > "Templates" > "Styles...

What are the default triggers for?

Using Deskpro

Thu, 22nd Jan 2015 6:24 pm

Your helpdesk comes with default triggers which carry out basic helpdesk processes like: Sending an...

I'm having trouble with translated words appearing in the wrong order

Using Deskpro

Tue, 3rd Jun 2014 11:36 am

Question Some words are displayed out of order in parts of the agent interface. Answer This probl...

How do I link to an individual ticket?

Using Deskpro

Tue, 13th Oct 2015 4:15 pm

Commento (1)

Question: Is there a way to send someone a link to a particular ticket in Deskpro? Answer: Close a...

How come my "1 day" SLA has a failure date 3 days away?

Using Deskpro

Mon, 15th Dec 2014 4:10 pm

Question: I set up an SLA to fail after one working day. But when I look at the failure date, it ca...

I'm having trouble with an error: Permission denied (errno = 13) connecting to mail server on SELinux

Using Deskpro

Thu, 14th Aug 2014 3:38 pm

Question: My Deskpro On-Premise installation can't connect to my POP3 server, although the account ...

How do I create a welcome message for my portal?

Using Deskpro

Mon, 8th Aug 2016 1:52 pm

You can add a Welcome Message to your portal by going to Admin > User Interface > Portal > Welcome M...

What is Deskpro Cloud?

Using Deskpro

Mon, 8th Sep 2014 11:38 am

Deskpro Cloud is our software-as-a-service product, hosted on our servers: Quick to set up. We hand...

How can I switch email clients whilst using Deskpro?

Using Deskpro

Fri, 16th Sep 2016 10:42 am

Question: E.g We are migrating our email from Exchange into Google apps and would like some advice...

What is an agent?

Using Deskpro

Tue, 18th Sep 2012 12:11 pm

An agent is a member of your organization who uses your helpdesk, and has an account that lets them ...

Deskpro Support