I'm having trouble getting embedded videos to work correctly

Using Deskpro

Mon, 9th Feb 2015 5:04 pm

Question: My agents used to be able to embed videos in Knowledgebase articles. Now, when they try t...

How do I add information to a ticket without emailing the user?

Using Deskpro

Tue, 16th Sep 2014 2:24 pm

Sometimes you may want to add information to a ticket without sending it as a reply to the user. For...

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

Using Deskpro

Thu, 13th Nov 2014 4:06 pm

Commenti (2)

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

How do I set up Deskpro to have two teams of agents who can't see each other's tickets?

Using Deskpro

Fri, 30th May 2014 3:49 pm

The best way to implement this is using departments (combined with agent permission groups) rather t...

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...

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 delete all my test tickets?

Using Deskpro

Mon, 15th Jun 2015 6:04 pm

Question: While I was trying out Deskpro during my trial, I entered lots of fake test data. Now I w...

What documentation is available for Deskpro?

Using Deskpro

Wed, 5th Dec 2012 3:55 pm

To quickly start using your helpdesk, follow the Getting Started article series. This will show you ...

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 ...

What does marking a ticket as spam do?

Using Deskpro

Fri, 26th Jun 2015 11:58 am

Question: I've been marking some tickets as spam within Deskpro, but I keep seeing similar messages....

How can agents communicate with each other within Deskpro?

Using Deskpro

Wed, 10th Sep 2014 5:35 pm

1. When viewing the details of a ticket, an agent can write a note instead of a reply. This is visib...

How do I find the ID number of a Deskpro field or other item?

Using Deskpro

Tue, 13th Oct 2015 5:15 pm

Sometimes you'll need to look up the ID number of a helpdesk item, such as a field you have created....

Why is Deskpro On-Premise pricing based on a subscription model?

Sales, Billing & Legal Payment & Renewals

Wed, 9th Jul 2014 5:35 pm

Question: Why are your pricing plans based on a regular subscription fee, even for the On-Premise ...

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...

I'm having trouble with duplicate actions from a custom trigger

Using Deskpro

Mon, 8th Sep 2014 5:49 pm

Question: I added a custom trigger, but sometimes it seems like it is running twice in a row, or pe...

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...

I'm having trouble with emails sent via eBay not linking to original tickets

Using Deskpro

Mon, 22nd Dec 2014 4:34 pm

Question: Some emails to my ticket email accounts are sent via eBay. Deskpro sometimes creates a ne...

I'm having trouble with my macro not adding text to a reply

Using Deskpro

Fri, 1st Aug 2014 9:51 am

Question I want to create a macro which uses an Add Ticket Reply action to add text to a reply. I s...

How do I install the chat widget in Shopify?

Using Deskpro

Wed, 22nd Jun 2016 2:38 pm

1. Login to your Shopify account. 2. Proceed to the Shopify admin interface 3. Find "Online Store...

I'm having trouble changing the order of messages displayed on a ticket

Using Deskpro

Fri, 13th Jun 2014 5:41 pm

Question I want to change the chronological order that messages are displayed on a ticket, from new...

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...

Can I keep my existing support email address?

Using Deskpro

Tue, 23rd Sep 2014 5:24 pm

Yes, you can connect your existing email accounts to Deskpro. Users will still email your existing s...

Deskpro Support