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 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....

How can I filter bounce messages?

Using Deskpro

Mon, 8th Sep 2014 6:01 pm

Suppose one of your ticket email accounts is used as the reply address when you send out your compan...

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 automatically email users when their ticket has been assigned?

Using Deskpro

Mon, 8th Sep 2014 6:06 pm

You can use triggers to send an email to the user when their ticket is assigned (e.g. to reassure th...

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...

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: ...

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,...

Can I use Active Directory to sign in my agents?

Using Deskpro

Tue, 9th Sep 2014 3:27 pm

Question: Does Deskpro support Active Directory? Answer: Yes, Deskpro has an Active Directory app...

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...

How can I keep up to date with changes in Deskpro?

Using Deskpro

Wed, 10th Sep 2014 4:26 pm

We work hard to make sure that Deskpro is always getting better. There are a number of ways to keep...

How do I set up round robin ticket assignment?

Using Deskpro

Wed, 10th Sep 2014 5:00 pm

Comments (3)

For a large helpdesk, you may want to automatically assign incoming tickets to agents. This makes it...

How can I reply to user tickets by email?

Using Deskpro

Wed, 10th Sep 2014 5:10 pm

As an agent, you don't have to answer user tickets using the agent interface. You can just reply to...

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 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...

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...

Is there a Deskpro smartphone app?

Using Deskpro

Thu, 11th Sep 2014 11:05 am

Comments (2)

Yes, we have an agent Deskpro app for both iOS and Android. Agents can view, manage and reply to ti...

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...

How can I set up agent permissions, permission groups and department access?

Using Deskpro

Mon, 15th Sep 2014 4:01 pm

The Deskpro agent permissions system is designed to give admins fine control over what agents can se...

How do I automatically tell users who submit tickets by email to use the portal?

Using Deskpro

Tue, 16th Sep 2014 11:32 am

Question: We want our users to submit tickets through the portal (so they have to set a category et...

I'm having trouble with my new Gmail ticket account not sending email

Using Deskpro

Tue, 16th Sep 2014 12:38 pm

Question: I set up a new Gmail/Google Apps account to receive tickets. It has stopped sending ticke...

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 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...

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 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...

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