I'm having trouble with emails sent via eBay not linking to original tickets

Using Deskpro

Mon, 22nd Dec 2014 4:34 pm

Question: Some emails to my ticket email accounts are sent via eBay. Deskpro sometimes creates a ne...

Can I use Deskpro automation for integration with JIRA?

Using Deskpro

Mon, 22nd Dec 2014 4:57 pm

The updated JIRA integration app adds support for creating triggers that respond to JIRA events and ...

I'm having trouble adding agent names to the body of user notification emails

Using Deskpro

Wed, 7th Jan 2015 5:34 pm

Users receive email notifications when your agents reply to their tickets (or make a new ticket on t...

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

Developer & Reporting Deskpro Apps

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...

How can I set different SLA response times for weekdays and weekends?

Using Deskpro

Tue, 13th Jan 2015 1:17 pm

Question: How can I set up an SLA with different response times for weekdays and weekends? Answ...

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 an error: "rejected (from_gateway_address)"

Using Deskpro

Tue, 13th Jan 2015 10:17 am

Question: In the incoming email log I'm getting “rejected (from_gateway_address)” errors. What do t...

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 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 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...

What resources are available for teaching agents to use Deskpro?

Sales, Billing & Consultancy Additional Services FAQs

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...

How do I bulk delete tickets?

Using Deskpro

Wed, 4th Feb 2015 10:28 am

Question I have a lot of tickets that I want to get rid of. Bulk deleting them from the agent inter...

How do I set up a new user registration form?

Using Deskpro

Mon, 9th Feb 2015 11:44 am

Some organizations need new users to complete a form to provide information, agree to network polici...

I'm having trouble getting embedded videos to work correctly

Using Deskpro

Mon, 9th Feb 2015 5:04 pm

Question: My agents used to be able to embed videos in Knowledgebase articles. Now, when they try t...

How can I best manage out-of-office agents accounts?

Using Deskpro

Wed, 1st Apr 2015 9:45 am

This article has some suggestions for handling an agent going on vacation. Out of Office replies...

How do I delete all my test tickets?

Using Deskpro

Mon, 15th Jun 2015 6:04 pm

Question: While I was trying out Deskpro during my trial, I entered lots of fake test data. Now I wa...

I'm having trouble with getting CAPTCHAs every time I try to log in

Using Deskpro

Tue, 2nd Jun 2015 11:11 am

If you have multiple agents logging in to Deskpro from the same IP address, Deskpro's login rate lim...

I'm having trouble with Active Directory authentication

Using Deskpro

Wed, 24th Oct 2012 10:10 am

Verify your service account and Base DN Use a tool such as the Active Directory Explorer from Micro...

Can I import data from other systems or helpdesks?

Developer & Reporting Data Import & Export

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 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...

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 with replies not being added to the correct tickets

Using Deskpro

Wed, 20th Feb 2013 9:26 am

Deskpro tries to match incoming emails to existing tickets based on several criteria, the most impor...

Why can't users or agents use email addresses that are also ticket accounts?

Using Deskpro

Wed, 27th Mar 2013 10:36 am

Comment (1)

If you've set up an email address to receive tickets in Admin > Tickets > Email Accounts, you can't ...

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...

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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