I'm having trouble with images not displaying correctly in emails or articles

Using Deskpro

Thu, 29th May 2014 10:46 am

If users are not seeing images you have inserted into emails or articles, there are various possible...

How do I restrict access to parts of my portal?

Using Deskpro

Thu, 29th May 2014 4:48 pm

Question: I want different access restrictions to different parts of the user portal. This is the co...

How do I set up Deskpro to have two teams of agents who can't see each other's tickets?

Using Deskpro

Fri, 30th May 2014 3:49 pm

The best way to implement this is using departments (combined with agent permission groups) rather t...

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...

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...

Ticket followers replying by email is going to the user not the agent

Using Deskpro

Tue, 3rd Jun 2014 11:59 am

Question An agent who was following a ticket tried to reply by email to the agent who was assigned ...

I'm having a trouble with users being unable to add attachments to tickets

Using Deskpro

Tue, 10th Jun 2014 11:29 am

There are a number of admin settings which can prevent some attachments working. 1. In Setup > Sett...

How do I stop bounces and Out of Office messages being turned into tickets?

Using Deskpro

Tue, 10th Jun 2014 2:52 pm

Question: We use one of our ticket email addresses to send out a company newsletter. Some of the ne...

How do I convert a normal user to an agent?

Using Deskpro

Wed, 11th Jun 2014 11:28 am

Question: Someone I want to act as an agent in the helpdesk has been added as a user. How do I upgr...

Why aren't Community Channels showing up on my portal?

Using Deskpro

Wed, 11th Jun 2014 3:38 pm

Question On the user portal, the Community section is showing up, but no channels are available to s...

I'm having trouble changing the order of messages displayed on a ticket

Using Deskpro

Fri, 13th Jun 2014 5:41 pm

Question I want to change the chronological order that messages are displayed on a ticket, from new...

Why is some of my agent interface missing?

Using Deskpro

Thu, 26th Jun 2014 11:31 am

Question: When I log in to the agent interface, I find that one section of the interface isn't ther...

Why does cc'ing an agent on a ticket email create extra ticket?

Using Deskpro

Thu, 26th Jun 2014 1:06 pm

Question: An agent account was cc'd in on the email which created a ticket. But when the agent repli...

I'm having trouble receiving notification emails when I create a ticket

Using Deskpro

Thu, 26th Jun 2014 1:21 pm

Question: I'm trying to test email notifications. I make myself a test ticket and I don't get an em...

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 getting variables in custom phrases to work

Developer & Reporting Portal Customization

Tue, 9th Jun 2015 5:48 pm

Question: I've created a custom phrase, but when I include a template variable in it, it is not rep...

How do I change the logo on the agent login screen?

Using Deskpro

Wed, 10th Jun 2015 12:40 pm

Question: We set our company logo to appear on the agent and admin interface login screen, but now i...

I'm having trouble with the round robin working properly

Using Deskpro

Thu, 18th Jun 2015 10:06 am

Question: I made a round robin but it doesn't seem to assign any tickets. What is happening? An...

How do I include ticket account addresses in emails?

Using Deskpro

Mon, 22nd Jun 2015 4:00 pm

Question: I want to display the ticket email account that an email was sent from as part of an emai...

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. ...

What does marking a ticket as spam do?

Using Deskpro

Fri, 26th Jun 2015 11:58 am

Question: I've been marking some tickets as spam within Deskpro, but I keep seeing similar messages....

Can I show the Satisfaction survey only for tickets in a certain department?

Developer & Reporting Portal Customization

Mon, 29th Jun 2015 12:35 pm

You can do this by editing some email and portal templates so that the survey link is only shown for...

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 ...

I'm having trouble with an error: "Failure 0x51"

Using Deskpro

Wed, 29th Jul 2015 9:50 am

Question: After we migrated our domain controllers from Server 2008 to Server 2012, the Deskpro Act...

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