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 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 can I make knowledgebase articles visible to specific users only?

Using Deskpro

Thu, 13th Nov 2014 4:06 pm

Comments (2)

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

How do I bill users or record time spent on support?

Using Deskpro

Tue, 2nd Sep 2014 5:05 pm

Question: Where do I bill a user for a support fee or log support time? I can't find any way to do ...

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...

How do I remove links to Deskpro from email notifications?

Using Deskpro

Mon, 19th May 2014 6:25 pm

By default, if you have the Deskpro Portal enabled, user email notifications include links to allow ...

How can I automatically respond to users to let them know our office is closed?

Using Deskpro

Fri, 14th Aug 2015 10:23 am

Question: Our office is going to be closed for a week as we relocate to a new building. We would li...

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....

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...

I'm having trouble disabling HTTPS

Using Deskpro

Wed, 9th Dec 2015 10:54 am

Question: I have disabled HTTPS on my Cloud helpdesk, but users who visit the http:// address are s...

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,...

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 emails being processed from a POP3 account

Using Deskpro

Thu, 26th Jun 2014 3:10 pm

Question: Deskpro is configured to connect to a mailbox using POP3. There are two emails which appea...

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 ...

How do I embed individual knowledgebase articles in an external app or site?

Using Deskpro

Wed, 4th May 2016 4:01 pm

Question: We'd like to display individual knowledgebase articles embedded within an application we ...

I'm having trouble forwarding individual ticket messages to email

Using Deskpro

Wed, 8th Oct 2014 12:24 pm

Question: I am using the Forward Message function to forward a ticket message out of Deskpro as an ...

Why is some of my agent interface missing?

Using Deskpro

Thu, 26th Jun 2014 11:31 am

Question: When I log in to the agent interface, I find that one section of the interface isn't ther...

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...

How can I change the format and display of date and time?

Using Deskpro

Fri, 25th Apr 2014 2:24 pm

You can customize the format that Deskpro uses to display dates and times in the Dates and Times sec...

How do I install the chat widget in Magento?

Using Deskpro

Wed, 22nd Jun 2016 2:41 pm

1. Sign into your Magento account as an administrator. 2. Head to the "Content" section on the left...

I'm having trouble receiving notification emails when I create a ticket

Using Deskpro

Thu, 26th Jun 2014 1:21 pm

Question: I'm trying to test email notifications. I make myself a test ticket and I don't get an em...

How do I translate a custom phrase?

Using Deskpro

Thu, 29th Jan 2015 1:41 pm

Question: I've created a custom phrase, but my helpdesk uses multiple languages, and the agent inte...

How do I link to an individual ticket?

Using Deskpro

Tue, 13th Oct 2015 4:15 pm

Comment (1)

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

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 do I include ticket account addresses in emails?

Using Deskpro

Mon, 22nd Jun 2015 4:00 pm

Question: I want to display the ticket email account that an email was sent from as part of an emai...

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