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...

I'm having trouble with an error: Permission denied (errno = 13) connecting to mail server on SELinux

Using Deskpro

Thu, 14th Aug 2014 3:38 pm

Question: My Deskpro On-Premise installation can't connect to my POP3 server, although the account ...

I'm having trouble with ticket counts displaying incorrectly after using the Reset Demo feature

Using Deskpro

Mon, 17th Aug 2015 12:03 pm

Question: I deleted some test tickets using Admin > Setup > Reset Demo. The counts of tickets in t...

Can I import data from other systems or helpdesks?

Using Deskpro

Wed, 24th Oct 2012 3:37 pm

We know how important your data is; data portability is part of our company's core values. The Deskp...

How can I change the name of the "Contact Us" tab?

Using Deskpro

Wed, 16th Nov 2016 12:05 pm

Question: Is it possible to customize the text for the name of the portal tab where users submit tic...

I'm having trouble with an error: "The email address is already in use"

Using Deskpro

Wed, 6th Jan 2016 4:19 pm

Question: I am trying to change an agent's email address in the admin interface, and I get this err...

I'm having trouble with an error: "mistakes with form"

Using Deskpro

Wed, 25th May 2016 10:45 am

Question: When I test my embedded ticket form, I get an error saying there are mistakes with the fo...

Can Deskpro send SMS text notifications?

Using Deskpro

Thu, 25th Sep 2014 10:19 am

Yes, you can integrate Deskpro with an account with a third-party SMS service, enabling you to alert...

Why are agent notes being included in email threads?

Using Deskpro

Mon, 12th Jan 2015 12:42 pm

Question: When I look at a notification email, why are previous agent notes being shown? I thought ...

I'm having trouble with translated words appearing in the wrong order

Using Deskpro

Tue, 3rd Jun 2014 11:36 am

Question Some words are displayed out of order in parts of the agent interface. Answer This probl...

What do you charge for maintenance?

Sales, Billing & Legal Payment & Renewals

Mon, 17th Aug 2015 12:26 pm

If you're a Cloud customer, all maintenance (application/server updates, performance monitoring, sec...

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...

What documentation is available for Deskpro?

Using Deskpro

Wed, 5th Dec 2012 3:55 pm

To quickly start using your helpdesk, follow the Getting Started article series. This will show you ...

What's the difference between Deskpro Cloud and Deskpro On-Premise?

Using Deskpro

Fri, 29th Aug 2014 5:30 pm

Deskpro Cloud: Our software-as-a-service product, hosted on our servers.Quick to set up.We handle al...

How do I set up an email account for outgoing messages only?

Using Deskpro

Tue, 3rd Jun 2014 2:18 pm

Most email messages sent by Deskpro are linked to a particular ticket. Some automatic emails do not...

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 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...

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...

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...

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...

Finding a field name for User Auth Data

Using Deskpro

Mon, 14th Dec 2015 5:31 pm

You can import data from an external usersource into a custom User Auth Data user field within Deskp...

How do I create a custom button for my chat widget?

Using Deskpro

Mon, 22nd Apr 2013 3:33 pm

If you want to use your own custom HTML element/button to launch the chat widget on a page, you just...

I'm having trouble deleting a table from a ticket reply

Using Deskpro

Thu, 24th Jul 2014 11:20 am

Question: I pasted an HTML table into a ticket reply. When I try to delete it, the contents of the ...

Can I BCC: someone into a ticket thread?

Using Deskpro

Tue, 23rd Sep 2014 6:17 pm

There is no function to BCC someone into a ticket, by design. Consider what happens if a person who ...

How we handle feature requests

Additional Services Additional Services FAQs

Wed, 1st Nov 2017 4:47 pm

Deskpro is used by thousands of businesses across hundreds of different industries - often with thei...

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