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 can I keep up to date with changes in Deskpro?

Using Deskpro

Wed, 10th Sep 2014 4:26 pm

We work hard to make sure that Deskpro is always getting better. There are a number of ways to keep...

How do I set up round robin ticket assignment?

Using Deskpro

Wed, 10th Sep 2014 5:00 pm

Comments (3)

For a large helpdesk, you may want to automatically assign incoming tickets to agents. This makes it...

Can I use macros to quickly insert predefined text, 'canned answers', etc?

Using Deskpro

Wed, 10th Sep 2014 5:23 pm

In Deskpro we call this feature Snippets. Deskpro Macros are used to automatically carry out a stor...

How can agents communicate with each other within Deskpro?

Using Deskpro

Wed, 10th Sep 2014 5:35 pm

1. When viewing the details of a ticket, an agent can write a note instead of a reply. This is visib...

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...

How can I set up agent permissions, permission groups and department access?

Using Deskpro

Mon, 15th Sep 2014 4:01 pm

The Deskpro agent permissions system is designed to give admins fine control over what agents can se...

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...

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 do I add information to a ticket without emailing the user?

Using Deskpro

Tue, 16th Sep 2014 2:24 pm

Sometimes you may want to add information to a ticket without sending it as a reply to the user. For...

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...

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...

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 do I automatically sort email that's forwarded into a single inbox?

Using Deskpro

Wed, 24th Sep 2014 6:19 pm

Question: We have a single email inbox which is connected to Deskpro using IMAP. There are two alia...

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...

I'm having trouble locking myself out of my helpdesk when changing the Auth & SSO settings

Using Deskpro

Tue, 7th Oct 2014 5:33 pm

Question: I disabled Deskpro Authentication so I can't log in with my admin account, and another a...

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 ...

What are some Deskpro productivity tips for agents?

Using Deskpro

Tue, 28th Oct 2014 6:10 pm

Deskpro has lots of features designed to help you work efficiently in the agent interface. Once you...

I'm having trouble with tickets created via email identifying the wrong user

Using Deskpro

Tue, 28th Oct 2014 3:14 pm

Deskpro looks at the email headers to determine who the user is. Some email server configurations do...

I'm having trouble with forwarding user emails to the helpdesk

Using Deskpro

Tue, 28th Oct 2014 4:02 pm

Deskpro can understand that an email from a user that is forwarded to the helpdesk by an agent shoul...

How can I make a department visible to agents only?

Using Deskpro

Mon, 10th Nov 2014 3:55 pm

Question: I want to make a department that is only visible to agents and that users never see. Does ...

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 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...

I'm having trouble with an error: "Your message was not accepted because you are sending from an unknown email address."

Using Deskpro

Thu, 18th Dec 2014 4:54 pm

Question: When an agent replies to a Deskpro email, they sometimes get this error. What's happening...

How can I use the JIRA integration?

Developer & Reporting Deskpro Apps

Mon, 22nd Dec 2014 4:02 pm

When the JIRA app is installed, a JIRA icon is displayed on each ticket. The number of JIRA issues l...

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