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...

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...

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...

Can I buy part-time or 'light' agent licenses?

Sales, Billing & Legal Payment & Renewals

Thu, 25th Sep 2014 3:35 pm

To keep our pricing structure simple, we offer only one type of agent license. While some helpdesk s...

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 ...

I'm having trouble with knowledgebase articles only appearing in edit mode

Using Deskpro

Wed, 12th Nov 2014 5:44 pm

Question: I've disabled the portal while I write my initial Knowledgebase articles. When I make a n...

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:...

Why are there two Google authentication apps in Deskpro? (Old)

Using Deskpro

Wed, 19th Nov 2014 10:49 am

There are two apps for authentication with Google accounts: Google Authentication is an older...

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 can I set up a simple request management process?

Using Deskpro

Thu, 18th Dec 2014 9:29 am

Many organizations have a request management process to ensure that desired changes are carried out ...

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...

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...

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