Search Labels - Deskpro Support
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Can I BCC: someone into a ticket thread?
There is no function to BCC someone into a ticket, by design. Consider what happens if a person who ...
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Is there a way to CC: someone into a ticket?
You can add a user to the ticket CC field - this means they will be copied in on ticket email messag...
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How do I automatically sort email that's forwarded into a single inbox?
Question: We have a single email inbox which is connected to Deskpro using IMAP. There are two alia...
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Can Deskpro send SMS text notifications?
Yes, you can integrate Deskpro with an account with a third-party SMS service, enabling you to alert...
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Can I buy part-time or 'light' agent licenses?
To keep our pricing structure simple, we offer only one type of agent license. While some helpdesk s...
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I'm having trouble locking myself out of my helpdesk when changing the Auth & SSO settings
Question: I disabled Deskpro Authentication so I can't log in with my admin account, and another a...
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I'm having trouble forwarding individual ticket messages to email
Question: I am using the Forward Message function to forward a ticket message out of Deskpro as an ...
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What are some Deskpro productivity tips for agents?
Deskpro has lots of features designed to help you work efficiently in the agent interface. Once you...
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I'm having trouble with tickets created via email identifying the wrong user
Deskpro looks at the email headers to determine who the user is. Some email server configurations do...
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I'm having trouble with forwarding user emails to the helpdesk
Deskpro can understand that an email from a user that is forwarded to the helpdesk by an agent shoul...
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How can I make a department visible to agents only?
Question: I want to make a department that is only visible to agents and that users never see. Does ...
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I'm having trouble with knowledgebase articles only appearing in edit mode
Question: I've disabled the portal while I write my initial Knowledgebase articles. When I make a n...
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How can I make knowledgebase articles visible to specific users only?
Question: Can I have articles that are restricted so that only certain users can see them? Answer:...
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Why are there two Google authentication apps in Deskpro? (Old)
There are two apps for authentication with Google accounts: Google Authentication is an older...
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How come my "1 day" SLA has a failure date 3 days away?
Question: I set up an SLA to fail after one working day. But when I look at the failure date, it ca...
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How can I set up a simple request management process?
Many organizations have a request management process to ensure that desired changes are carried out ...
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I'm having trouble with an error: "Your message was not accepted because you are sending from an unknown email address."
Question: When an agent replies to a Deskpro email, they sometimes get this error. What's happening...
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How can I use the JIRA integration?
When the JIRA app is installed, a JIRA icon is displayed on each ticket. The number of JIRA issues l...
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I'm having trouble with emails sent via eBay not linking to original tickets
Question: Some emails to my ticket email accounts are sent via eBay. Deskpro sometimes creates a ne...
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Can I use Deskpro automation for integration with JIRA?
The updated JIRA integration app adds support for creating triggers that respond to JIRA events and ...
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I'm having trouble adding agent names to the body of user notification emails
Users receive email notifications when your agents reply to their tickets (or make a new ticket on t...
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I'm having trouble getting JIRA-related triggers to work
Question: I've installed the new JIRA app within Deskpro and set it up. I notice that there are som...
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How can I set different SLA response times for weekdays and weekends?
Question: How can I set up an SLA with different response times for weekdays and weekends? Answ...
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Why are agent notes being included in email threads?
Question: When I look at a notification email, why are previous agent notes being shown? I thought ...
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I'm having trouble with an error: "rejected (from_gateway_address)"
Question: In the incoming email log I'm getting “rejected (from_gateway_address)” errors. What do t...