Search Labels - Deskpro Support
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I'm having trouble with duplicate actions from a custom trigger
Question: I added a custom trigger, but sometimes it seems like it is running twice in a row, or pe...
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How do I assign out-of-hour tickets to a particular team?
Suppose you want to treat incoming tickets differently if they are created outside of working hours....
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How can I filter bounce messages?
Suppose one of your ticket email accounts is used as the reply address when you send out your compan...
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How do I automatically increase ticket urgency on tickets from organization managers?
If your agents are using the CRM app to record which users are managers of their organizations, you ...
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How do I automatically email users when their ticket has been assigned?
You can use triggers to send an email to the user when their ticket is assigned (e.g. to reassure th...
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How do I send a different auto-reply to new users?
Suppose the sales team want to customize the email auto-response when tickets are submitted to the S...
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How do I customize the text that appears on my portal?
Question: Can I change the copy used on the portal outside of the Publish app content? Answer: ...
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Can I use LDAP to sign in my agents?
Question: Does Deskpro support LDAP? Answer: Yes. To enable LDAP, go to Apps in Admin > Apps > Apps,...
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Can I use Active Directory to sign in my agents?
Question: Does Deskpro support Active Directory? Answer: Yes, Deskpro has an Active Directory app...
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Can I track a Service Level Agreement within Deskpro?
Question: I have a Service Level Agreement that I've agreed to meet with one of my customers. How c...
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How can I keep up to date with changes in Deskpro?
We work hard to make sure that Deskpro is always getting better. There are a number of ways to keep...
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How do I set up round robin ticket assignment?
For a large helpdesk, you may want to automatically assign incoming tickets to agents. This makes it...
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How can I reply to user tickets by email?
As an agent, you don't have to answer user tickets using the agent interface. You can just reply to...
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Can I use macros to quickly insert predefined text, 'canned answers', etc?
In Deskpro we call this feature Snippets. Deskpro Macros are used to automatically carry out a stor...
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How can agents communicate with each other within Deskpro?
1. When viewing the details of a ticket, an agent can write a note instead of a reply. This is visib...
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What are archived tickets and why should I use archiving?
Ticket archiving is used to maintain performance on helpdesks with a very large number of old ticket...
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Is there a Deskpro smartphone app?
Yes, we have an agent Deskpro app for both iOS and Android. Agents can view, manage and reply to ti...
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I'm having trouble with knowledgebase articles not loading
Question: I'm working with Knowledgebase articles. Sometimes I find that when I open a Knowledgebas...
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How can I set up agent permissions, permission groups and department access?
The Deskpro agent permissions system is designed to give admins fine control over what agents can se...
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How do I automatically tell users who submit tickets by email to use the portal?
Question: We want our users to submit tickets through the portal (so they have to set a category et...
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I'm having trouble with my new Gmail ticket account not sending email
Question: I set up a new Gmail/Google Apps account to receive tickets. It has stopped sending ticke...
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How do I add information to a ticket without emailing the user?
Sometimes you may want to add information to a ticket without sending it as a reply to the user. For...
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How do I change the fields on the ticket form?
Question: How can I change the fields displayed when a user submits a ticket from the portal? Answer...
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Do you provide training?
We can provide interactive training for your agents and admins via screensharing technology. Option...
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Can I keep my existing support email address?
Yes, you can connect your existing email accounts to Deskpro. Users will still email your existing s...