I'm having trouble with ticket counts displaying incorrectly after using the Reset Demo feature

Using Deskpro

Mon, 17th Aug 2015 12:03 pm

Question: I deleted some test tickets using Admin > Setup > Reset Demo. The counts of tickets in t...

How do I limit agent access to tickets by department?

Using Deskpro

Tue, 12th Aug 2014 11:28 am

Comment (1)

One function of departments is limiting agent access to tickets. For example, you can set up your h...

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...

I'm having trouble with the round robin working properly

Using Deskpro

Thu, 18th Jun 2015 10:06 am

Question: I made a round robin but it doesn't seem to assign any tickets. What is happening? An...

I'm having trouble with the subject of reminder emails

Using Deskpro

Mon, 2nd Nov 2015 11:34 am

Question: We’ve configured our helpdesk to send reminder emails to users if a ticket is in the awai...

How can I set up a new brand?

Using Deskpro

Thu, 5th Jan 2017 11:13 am

Deskpro has a multi-brand feature that allows you to create multiple user portals for the different ...

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 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...

Gmail/Google Apps "modern security standards" email error

Using Deskpro

Mon, 18th Jan 2016 5:17 pm

Question: I tried to connect Deskpro to a Gmail account, and I got a "Sign-in attempt prevented" em...

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...

I'm having trouble with the Start Chat button

Using Deskpro

Thu, 10th Mar 2016 10:19 am

Question: I've embedded the chat widget on my site, and it appears when there's an agent signed in....

I'm having trouble with tickets created via email identifying the wrong user

Using Deskpro

Tue, 28th Oct 2014 3:14 pm

Deskpro looks at the email headers to determine who the user is. Some email server configurations do...

Why are there two Google authentication apps in Deskpro? (Old)

Using Deskpro

Wed, 19th Nov 2014 10:49 am

There are two apps for authentication with Google accounts: Google Authentication is an older...

How can I set up a simple request management process?

Using Deskpro

Thu, 18th Dec 2014 9:29 am

Many organizations have a request management process to ensure that desired changes are carried out ...

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...

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 images not displaying correctly in emails or articles

Using Deskpro

Thu, 29th May 2014 10:46 am

If users are not seeing images you have inserted into emails or articles, there are various possible...

I'm having trouble with Exchange not sending displaying the 'From:' field

Using Deskpro

Mon, 11th Aug 2014 6:12 pm

Question: The From: name for an agent notification should be the user's name, but all our agents ar...

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...

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...

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...

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

Using Deskpro

Mon, 8th Sep 2014 5:58 pm

Comment (1)

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

I'm having trouble with my portal chat tab

Using Deskpro

Wed, 9th Jul 2014 4:41 pm

Chat between agents and users is available through the chat widget in your portal/site you have embe...

What do you charge for supporting Deskpro?

Sales, Billing & Legal Payment & Renewals

Mon, 17th Aug 2015 12:19 pm

Fast, friendly support is included in the price you pay for Deskpro. You can reach us on email/tick...

How do I change the fields on the ticket form?

Using Deskpro

Tue, 16th Sep 2014 2:39 pm

Question: How can I change the fields displayed when a user submits a ticket from the portal? Answer...

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