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...

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...

I'm having trouble dragging and dropping attachments from Outlook to Deskpro

Using Deskpro

Mon, 4th Apr 2016 2:28 pm

Question: I want to be able to drag an attached file from an email in the desktop version of Outloo...

How do I add a custom favicon to the user portal?

Using Deskpro

Wed, 16th Nov 2016 11:56 am

The favicon is the small icon displayed at the top of browser tabs and next to bookmarks. By defaul...

What resources are available for teaching agents to use Deskpro?

Using Deskpro

Tue, 3rd Feb 2015 10:59 am

When you add a new agent to your helpdesk, the agent is automatically emailed a copy of the Agent Qu...

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 ...

How do I set up an internal knowledgebase for agents only?

Using Deskpro

Thu, 14th Aug 2014 4:50 pm

Question: I want to have Knowledgebase articles about internal procedures for agents. I don't want ...

I'm having trouble getting JIRA-related triggers to work

Using Deskpro

Wed, 7th Jan 2015 5:47 pm

Question: I've installed the new JIRA app within Deskpro and set it up. I notice that there are som...

I'm having trouble with my macro not adding text to a reply

Using Deskpro

Fri, 1st Aug 2014 9:51 am

Question I want to create a macro which uses an Add Ticket Reply action to add text to a reply. I s...

What are the default triggers for?

Using Deskpro

Thu, 22nd Jan 2015 6:24 pm

Your helpdesk comes with default triggers which carry out basic helpdesk processes like: Sending an...

How do I remove chat from the user portal but offer chat on a different site?

Using Deskpro

Thu, 18th Aug 2016 10:41 am

Question: How can I remove chat from my portal altogether, but still allow users to chat from a diff...

How do I make a reusable checklist of things to do within a ticket?

Using Deskpro

Fri, 16th Oct 2015 6:22 pm

Question: We have some tickets which require a long series of subtasks each time they are created: f...

I'm having trouble with the agent interface displaying old tickets and notifications

Using Deskpro

Tue, 24th May 2016 10:05 am

If your agent gets the same tickets displayed everytime they log in, despite the tickets being resol...

How do I assign multiple tickets to one user from another?

Using Deskpro

Wed, 28th May 2014 3:04 pm

If you have a user (not an agent, where this happens by default during deletion) that you wish to ma...

How do I nominate users to manage an organization's tickets?

Using Deskpro

Fri, 16th Nov 2012 9:55 am

The organization managers feature allows specific people to oversee all of the ticket happenings for...

Can I pay by check?

Sales, Billing & Legal Payment & Renewals

Wed, 16th Sep 2015 6:09 pm

We can accept payments by check: we have addresses in the UK and the US where you can send your chec...

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...

Who gets my message when I reply to an email notification as an agent?

Using Deskpro

Mon, 20th Jul 2015 12:01 pm

When you reply to a Deskpro notification in your email software, it's important to realise that you ...

How do I generate debug information for a ticket?

Using Deskpro

Thu, 18th Jul 2013 9:45 am

Occasionally, one of our agents may ask you to attach debug information for a ticket to help diagnos...

How come my "1 day" SLA has a failure date 3 days away?

Using Deskpro

Mon, 15th Dec 2014 4:10 pm

Question: I set up an SLA to fail after one working day. But when I look at the failure date, it ca...

How do I change the From: name used for agent notifications? I don't want the emails to appear to be "From" the user

Using Deskpro

Tue, 12th Apr 2016 12:24 pm

Question: My agents get emails notifications from the helpdesk about tickets, which is fine, but th...

I'm having trouble with an Outlook message recall causing an email loop

Using Deskpro

Mon, 22nd Jun 2015 4:46 pm

Question: One of our agents sent an email into ticketing, but then tried to recall it via Outlook. ...

How do I install the chat widget in Shopify?

Using Deskpro

Wed, 22nd Jun 2016 2:38 pm

1. Login to your Shopify account. 2. Proceed to the Shopify admin interface 3. Find "Online Store...

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 can I take screenshots in Deskpro?

Using Deskpro

Wed, 15th May 2013 2:13 pm

Using screenshots to answer customer questions can be a very quick and efficient way of responding. ...

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