MANAGEMENT AND CONFIGURATION MANUAL Page 1 of 31
Table of Contents Overview... 3 SYSTEM REQUIREMENTS... 3 The Administration Console... 3 CHAT DASHBOARD... 4 COMPANY CONFIGS... 4 MANAGE LEARNING... 7 MANAGE TABS... 9 INTEGRATIONS... 10 ConnectBooster... 10 QuoteWerks... 11 Wufoo... 11 AuthAnvil... 11 GENERAL CONFIGURATION... 12 ConnectWise Integration Details... 12 DeskDirector Configuration... 13 INTERFACE SETTINGS... 14 SMTP SETTINGS... 15 NOTIFICATIONS (PRO PLAN)... 16 PASSWORDLESS... 17 SERVICE BOARD SECURITY... 18 MEMBER SECURITY... 19 ConnectWise Configuration... 21 Integrator Login Setup Table... 21 PORTAL CONFIGURATION SETUP TABLE... 21 Types... 22 Boards... 23 Opportunities... 24 Invoices... 25 PORTAL SECURITY SETUP TABLE... 25 CONNECTWISE GROUPS... 26 DeskDirector Groups... 26 Adding users to groups... 26 Custom Portal Types... 27 Creating a custom portal type... 28 Turning a type on and off... 29 DeskDirector Feature configuration... 29 Configuring Approvals... 29 Approval Workflow... 29 Approval Set up... 30 Page 2 of 31
Overview Welcome to DeskDirector, this document will outline everything you need to know about how to manage and configure DeskDirector for your clients and outline the various features we have built in. There are two sections to this document; 1. The Administration Console This section details the configuration around the web based Admin portal 2. DeskDirector Feature configuration This section explains some of the specific features of DeskDirector and how they work SYSTEM REQUIREMENTS Before we get started we thought we should highlight the system requirements for deploying the DeskDirector client. The main requirement is that the PC being deployed to has Micrsoft.net 3.5 installed. This was distributed with Windows 7 or Windows Server 2008 R2 and later operating systems. Equally it is commonly installed on Windows XP machines and is a common requirement for RMM (Remote Monitoring and Management) software such as LabTech. Hardware Requirements: 1 GHz or faster processor 512 MB of RAM 850 MB of available hard disk space (x86) 2 GB hard drive (x64) The hardware requirements are a guide only, but you should expect DeskDirector to install and work on all but the oldest of computers. The Administration Console By now we will have set everything up for you, you will now have the opportunity to make any changes to password, accounts, status s etc. The URL for the administration console will usually be your companyname.deskdirector.com. If you would like it to be something in particular, please let us know and we can change this at any time. URL: https://company.deskdirector.com/admin Page 3 of 31
Once you have logged in successfully using the credentials we have provided, you will be presented with 6 Tabs, we will go through each one now. CHAT DASHBOARD The chat dashboard allows you as a DeskDirector admin to be able to view who is connected to the agent console to receive chats, their username, online status, version and if they have any active chats or not. You are also able to view all your clients that are connected and using DeskDirector. You can filter by Company, Active Chats, Status, and Version number. COMPANY CONFIGS Your clients have three ways to log into DeskDirector, the first method is the automatic login using Active Directory, the second is by using the customer s email and DeskDirector password, and the third is to use our passwordless feature. Page 4 of 31
DeskDirector's Active Directory automatic login functionality works by using three components: 1. The Domain SID 2. ConnectWise CompanyID 3. Email address in the user's AD Profile To obtain the Domain SID and user s email domain, we have included a tool which you can download and run. From this page download the DDGetSid.exe and run it on any machine on the client's domain. It could be an end user's computer or a server, as long as it's on the domain. After you have the Domain SID, hit the add company button and add the company you want to roll DeskDirector out to. Page 5 of 31
Copy the domain SID and email domain and paste as shown below. For more information on the DDGetSid tool and information on how to diagnose automatic login problems, please head over to the following link: DDGetSID Tool If you have a RMM tool and are able to run scripts remotely, you could also run the following DS query from a domain controller to get the Domain SID: dsquery * -filter (name=%computername%) -attr ObjectSID l Things to note: If your customer does not have a domain controller, they will be forced to login using their portal email and DeskDirector password or use passwordless. Once a user has logged in, this will store an authentication cookie on that user s computer which will allow them to login automatically the next time and will not prompt for that password. This same behaviour will happen if your client works from out of the office, they will be presented with the same portal login/passwordless prompt. Page 6 of 31
This authentication cookie is stored in the registry under: HKEY_CURRENT_USER > Software > DeskDirector > AuthCookie This can be deleted to allow a user to reauthenticate. You can also bring up the portal prompt yourself by holding down Shift while opening the client, this will allow you to login as your customer with their portal credentials for testing purposes. DeskDirector authenticates users based on their email address, therefore the email address under the user s AD account must be present and also match the same email address that is under the contact in ConnectWise. For example, AD account for John Smith is john.smith@company.com. His ConnectWise contact must also be john.smith@company.com If this is different, a new contact will be created in ConnectWise with the user s AD email address and this will not have any ticket history etc. Similarly, there should only be one contact in ConnectWise with that email address. MANAGE LEARNING DeskDirector has a Learning Centre built in that allows you to post training and help documents, videos, PDF s, and more. As long as the linked material is available externally from a browser, the DeskDirector client will be able to embed this within the Learning Centre window. Page 7 of 31
For your client to view the Learning Centre, you must enable the Learning feature on the Configuration > Maintain Features page. To add a learning category, simply hit Add and enter the name for the category. Once this has been done, click on the category name itself (in the manage learning tab) to add any number of links to view from within DeskDirector. From this screen there are some settings you can change for this category. 1. Manage Filter: this is where you can limit the category to a selection of companies or contacts 2. Icon: you can change the icon shown in the client console for this category here 3. Top Level Category: enabling this makes this category appear on the navigation side pane of the client console 4. Auto Navigate to First Item: enabling this will automatically open the first item in this category 5. Add Learning: click here to add a learning link to the Learning Centre. You will need to give it a name, a description, a version, and a URL. Page 8 of 31
6. Tokens: these can be used inside your URLs. An example use-case is a Google search for a user s company. http://www.google.com/search?q=[companyname] this will search for the current user s company. Customer View: MANAGE TABS This section configures which tabs you can access from the DeskDirector Staff HUD. There are two types of tabs; main tabs and session tabs. The difference between them is main tabs are always visible, and session tabs are visible when you have a ticket session opened. Page 9 of 31
The view from the Staff HUD best illustrates the difference: 1. Main tabs 2. Session tabs Like the Learning Centre it is possible to use tokens inside main and session tabs. The only caveat is that main tabs can only accept member related tokens. INTEGRATIONS This section allows you to configure some of the integrations we have. ConnectBooster All you need to do to enable your ConnectBooster integration is to check the enable box and enter your ConnectBooster URL. This allows your customers to pay their invoices directly from the client console. Page 10 of 31
From the client s perspective: QuoteWerks QuoteWerks allows your customers to access and approve quotes you have created for them from inside the Client Console. Just follow this knowledge base article on how to set up the integration. Wufoo Wufoo is an online form builder. By using our integration with Wufoo your users can fill out a form to request support. This means that you can get that information that you need on the first contact but it also means your clients are guided through a structured support request. To set it up, register with Wufoo, enter your API key that you get from them, and your Wufoo subdomain. There are three helpful links on this page to help you with setting the Wufoo integration up. AuthAnvil To enable two factor authentication with AuthAnvil just enter your AuthAnvil domain and site ID. Page 11 of 31
You will have to enable two factor authentication within your resource s record on the Member Security page. Click on the resource s name and check the two factor authentication check box. GENERAL CONFIGURATION This section is the heart of DeskDirector and lets you set various settings, statuses, priorities, etc. ConnectWise Integration Details In this section, you will fill in the ConnectWise company (this is the ConnectWise instance for your database), integrator login, password, ConnectWise URL, time zone and Language. If, for any reason, we are unable to connect to your ConnectWise server a red ribbon will appear at the top of the page with an error message and how to solve it. Page 12 of 31
DeskDirector Configuration From here you can set up the Fasttrack, approval, and flag features. Page 13 of 31
The Statuses and Priority above will be used to activate certain features within DeskDirector. VIP PRIORITY NAME - The priority tickets will have when they are logged through DeskDirector by a VIP. You need to enter a priority here that you have created inside ConnectWise. You will know if it has been set up correctly when a green tick appears beside the field. DEFAULT ACTIVITY ASSIGN MEMBER ID This member is used to create an activity for an account manager inside ConnectWise when one of your clients flags a ticket for review. FASTTRACK STATUS This status will be used for the Client FastTrack button APPROVAL REQUIRED This status will be set for all tickets needing approval APPROVAL GRANTED Ticket status will be changed if it has been approved. APPROVAL DECLINED Ticket status will be changed if the request was declined. At the bottom of this section you will be able to see all the service boards that you have set up to use Approvals and Fasttrack. Setup requires that you have the approval and Fasttrack statuses that you have listed in the admin console created on a service board. INTERFACE SETTINGS DeskDirector web is multi-lingual it is in this section where you can add or remove languages from the language drop down menu. You can also change the menu item translations/names for each language. 1. Select a language you want to be accessible from DeskDirector Web and hit the add button 2. Click on a language from this list to change the menu item Page 14 of 31
SMTP SETTINGS With the case of Approvals, when a ticket is set to Approval Required, an email is sent to the list of contacts that have the approver permission. In order for this to work, we need some information from you on how you would like these emails to be sent as: Page 15 of 31
FROM DISPLAY NAME Just the name you would like to appear as the display name in your client s inbox FROM EMAIL ADDRESS Enter the email address that you would want approval emails to come from. For e.g. support@deskdirector.com You can test whether you receive these emails by entering your email address here and hitting the Test SMTP button. We will send a dummy email to the address you enter here. You can choose to use a custom SMTP server rather than our own, simply tick the box Use Custom SMTP Server and fill in your server details. We definitely recommend doing this to ensure mail arrives at the recipients mailboxes. Further reading: Head to the following link to learn more about DeskDirector s approval process: http://kb.deskdirector.com/knowledgebase/articles/243981-approvals-in-deskdirector NOTIFICATIONS (PRO PLAN) In this section you will be able to select which type of notifications DeskDirector sends to your clients as well as which companies or contacts receive these notifications. In this section there are two types of notification: ticket status change notifications and ticket note added notifications. Page 16 of 31
Simply tick the notifications you want to enable and hit save. If you want to set up a filter just hit the add button and select a company. Selected companies will have access to notifications, anyone not listed will not receive notifications. A blank filter means everyone receives notifications. In order to notifications to be received by your clients you must enable notifications on each board you want to use notifications on. This is done on the service board security page. PASSWORDLESS In this section you can enable the Passwordless feature. Simply tick the checkbox and populate the form with the required info. If you have set up a custom SMTP server we will forward the Passwordless emails through there. Page 17 of 31
You can also test to see whether you will receive the Passwordless token email by entering your email address and hitting the test email button. SERVICE BOARD SECURITY From the board security page you will be able to see which of your boards are accessible by your Staff, and which of your boards have notifications enabled. You can also change these settings for each individual board by drilling into the board name. The following images show the list of boards with a quick view of the features enabled and whether those features have a filter or not. Page 18 of 31
MEMBER SECURITY From this page you can see all of your ConnectWise members and what restrictions they have on their Staff HUD. By drilling into a member you can set a company restriction to limit the HUD to certain companies for that member. You can also set a custom board restriction, so that member will only have access to certain boards. Page 19 of 31
Drilling into a member: Page 20 of 31
Boards listed in green are accessible by this member from the Staff HUD. By adding a board filter you will be able to further restrict board access in the Staff HUD. You can add a company filter from here as well. This will restrict which companies this member will be able to see inside the Staff HUD. ConnectWise Configuration Now that we have covered off all of the configuration on the DeskDirector Administration console it is important to understand all of the configuration in ConnectWise that affects the operation of DeskDirector. DeskDirector uses the following areas in ConnectWise for configuration; 1. Integrator login setup table 2. Portal Configuration setup table 3. Portal Security setup table 4. The Options tab under a company 5. Marketing Groups Integrator Login Setup Table By now this should have been setup by your ConnectWise Administrator in order to get DeskDirector functioning. However it is worth noting how this should be configured, The image above shows the API access needed for DeskDirector to function correctly. It is imperative this not be changed otherwise DeskDirector will stop functioning. Note: If your clients can t access any tickets make sure the Access Level is set to All records PORTAL CONFIGURATION SETUP TABLE DeskDirector shares much of the configuration with the ConnectWise Customer Portal and therefore the Portal Configuration setup table is key to managing this. Page 21 of 31
From here you can; 1. Add and remove Portal Types which are used when a client requests support 2. Control what boards your clients see tickets from 3. Control what opportunity statuses clients can see 4. Control what invoice statuses clients will see Types The Types tab allows you to define the problem descriptions that clients can select when they create a new service ticket in DeskDirector. (E.g. My email is broken) After a new Portal Type is added, it is available for use by all companies in DeskDirector. If you want to restrict the use of a Portal Type, access the Company Record and clear the Portal Type check box on the Options tab. Page 22 of 31
Each portal type has the following fields; Description A description of the service issue or problem. This is what the client will select. If you add a pipe ( ) character to the description DeskDirector will create a submenu which allows you to group types together. E.g. Email My Email is Broken Default Select this check box if you want this type to be the default. Portal Board The Portal configuration that you want the type to be available for. Most likely the default. Select the Service Board for this new Service Ticket to be added to. Service Type Optional setting to default a specific Service Type for the ticket. Service Sub Type Service Item Optional setting to default a specific service sub type for the ticket Optional setting to include a specific service item for the ticket. Source Summary Optional setting to default a specific Source for the ticket. Select Portal, as this ticket is originating from the portal. Optional setting to define the Summary description for the ticket. Detail Description Notify Optional setting to define a Detail Description to be included on the ticket. The Detail Description also provides you with the opportunity to prepopulate questions. For example, if the problem is "I can't print," in the Detail Description, you could ask, "What printer are you trying to print to?" or "Is the printer installed on your workstation?" This will help speed the time to resolution as you may have the information you need right away Enter the email address that the service ticket will be sent to. Set status to Set urgency to Select the default status for a service ticket created in the Portal. The status determines the workflow and escalation stages for the service ticket. You can select any status that is available for the board. Select the level of urgency or priority for the service ticket. Boards In the boards tab you can select what service boards clients have access to tickets from. Page 23 of 31
Just add the boards you want to expose to the included section on the left. Note: The client will only ever see their own tickets, so don t worry if you have boards listed you wouldn t want them to see tickets on. Opportunities The opportunities tab lets you chose what opportunity statuses and types you want to show clients in the Recommendations section of DeskDirector. Page 24 of 31
Remember they will need to be a member of the DD_Recommendations group to even see the recommendations. To change all you need to do is change the Restrict view of recommendations by Status to Yes and you will be able to choose what statuses can be seen. Equally you can restrict by the Opportunity type in the same way. Note: We recommend changing the default Won and Lost status names as these are more internally focused names. Changing Won to Accepted and Lost to Declined seems to be the common approach. Invoices Similar to opportunities you can restrict what invoice statuses clients can see in DeskDirector. They will need to be a member of the DD_Invoices group to even see the Invoices section though. Note: We recommend only allowing clients to see Closed invoice statuses. Usually Closed and Closed (emailed) PORTAL SECURITY SETUP TABLE You use the Portal Security Setup Table to determine what user access to tickets DeskDirector your clients have. ConnectWise has six different user levels, each level permitting access to different set of features. DeskDirector leverages two of these being Access All Tickets (instead of just mine) and Enter New Tickets. If you want to allow a user to see tickets logged by others at their company then you will need to make sure their Portal Security level is set to one that has the Access All Tickets (instead of just mine). Each users Portal Security level is set by choosing Set Customer Portal Options under their contact and changing the level. Page 25 of 31
Equally we suggest you ensure all levels have the Enter New Tickets right, otherwise this will cause errors if a user attempts to submit a new ticket. CONNECTWISE GROUPS Most of the DeskDirector features in the client console are controlled by marketing groups that you would have setup as per the initial checklist document. To enable these features, you would need to add your client s contacts to these ConnectWise groups for them to be visible in the DeskDirector client. DeskDirector Groups The following table shows the groups used by DeskDirector and their purpose: Group Name DD_Approval DD_Chat DD_FastTrack DD_Flag DD_Invoice DD_Learning DD_Recommendations DD_VIP Purpose Nominates a person as an approver. This gives them access to approve or deny tickets and they will be notified if a ticket needs their approval. Allows a person to chat to a technician. The chat bar will not show if they are not a member of this group. Allow a person to FastTrack a ticket. This will change the ticket status to one specified in the Admin portal. Great for allowing certain contacts to get attention on a certain ticket Allows a person to Flag a ticket. This will create an activity in ConnectWise. Gives a person access to view invoices Gives a person access to the learning center Allows a person to access ConnectWise opportunities. If you have Quosal they can also open the Order Porter version of the quote and approve it. Members of this group will have a dedicated priority applied to every ticket they log through DeskDirector Adding users to groups There are three ways to do this: Page 26 of 31
1. Search for a contact in ConnectWise and go to the Groups tab Select New and then add the contact to the required groups. 2. Another way, and if you are assigning many at a company an easier way, is the Company screen. Search for the Company in ConnectWise and go to the Groups Tab. Here you can add multiple contacts at once to specific groups. Another thing to note is you can also Tick Include primary contact which would add this person to the specific groups if at some point the primary contact was to change. Same goes for Include All Contacts, this will ensure all contacts including any new contacts added to the company will automatically be added to this group and therefore have access to that feature. 3. The third way is to use the Marketing Manager. This is great if you want to add persons across multiple companies to a group, or simply find who is a member. Further reading: Head over to the ConnectWise University here http://docs.connectwise.com/online_documentation/2012.2/030/010/020 to find out more on how to add and remove contacts from groups using the Marketing Manager Custom Portal Types ConnectWise and in turn DeskDirector allows you to define types that will appear just users at a specific company. Page 27 of 31
These types offer all of the same control that the standard types do mentioned in the previous parts of this guide. An example may be that you want a specific client to have a type related to software that only they use (Microsoft Dynamics CRM) and that this goes to your CRM team by way of a specific board. This is how you would achieve this. You also have the ability to disable certain types on a company by company basis. That way certain types could be removed or replaced for that specific client. For example you may want a different behaviour to occur if a certain client choses I need a program installed on my PC. All of these types are available under the Options tab of the ConnectWise company page for the specific company. Creating a custom portal type It is very easy to add a custom portal type. All you need to do is navigate to the Options tab of the company page in ConnectWise. Once there you can hit the new icon next to the words Portal Types as shown below. This will take you to the new Portal type page which is exactly like that in the Portal Configuration section of this document. Page 28 of 31
Turning a type on and off It is very easy to turn types on and off per client. You do this by simply unchecking the box in the Active column of the type. That way this will not appear in the menu of options when a user selects Request Support in DeskDirector. DeskDirector Feature configuration In this section we will explain specific features of DeskDirector that need their own configuration to function. Configuring Approvals Approvals in DeskDirector works by leveraging both statuses and portal types in ConnectWise. As a result you end up with a very flexible approval system. Approval Workflow The client chooses a ticket type (portal type) in DeskDirector (e.g. I need a new employee setup) these "portal types" are feed from and configured in ConnectWise as detailed earlier. When the ticket is submitted the ticket is created and set with a specific status. DeskDirector has been configured in the Administration console to know the name of the status that is used for tickets requiring approval (e.g. Approval Required). See example below of a portal type in ConnectWise Page 29 of 31
Approvers who you have nominated at that client (by adding them to the DD_Approval group) then automatically receive an email informing them a ticket has been submitted that needs their approval. These same people will also see in DeskDirector the Approvals section with a count showing any tickets that need approval. From here they can open the ticket and grant or decline it. By doing this they are prompted for a reason. This reason is added as a note to the ticket and the ticket status changed to either the Granted or Declined status that you are set in the Admin portal based on whether they approved it or not. An email is then triggered to all approvers letting them know it has been approved or declined. Approval Set up In order to configure approvals to work you just need to follow the simple steps below; 1. Create three statuses on each ConnectWise board you intend to have tickets that need approval. These statuses can have any name you like but one will be needed for tickets that require approval (e.g. Approval Required), one for if that approval was given (e.g. Approval Granted) and another if it was denied (e.g. Approval Denied). Page 30 of 31
2. Add the names of these statuses to the three fields on the Configure DeskDirector tab of the DeskDirector Administration console. These were detailed earlier in this document. 3. Now this is done you will need to choose the portal types that need approval, these are often those that are a change or are security related such as access rights. Once selected all you need to do is edit the type and change the Set status to section to create the ticket in the approval required status created in step 1 4. Finally you will need to choose who are the approvers at each client. This is done by adding them to the DD_Approval group. As detailed earlier this can be done from the contact screen, company screen or via the marketing manager. NOTE: Be sure to make sure the approvers chosen have access to view all tickets (in other words have a Portal Security level that has the Access all tickets right). If not they won t be able to see the tickets that need approval. 5. Optionally you can set DeskDirector to not require approval for tickets submitted by those you have added to the DD_Approval group. This is done in the Features section of the Configure DeskDirector tab in the Administration console. If this is ticked then when an approver submits a ticket that would normally require approval, it will go straight to the Approval Granted status and the words TICKET AUTO-APPROVED are appended to the ticket s detailed description. Also no emails are sent to any of the approvers during this process. It is often good practise to configure other workflow rules around the approval process to ensure approvals happen in a timely manner and that once approved tickets get handled correctly. Because the approval stages are just managed through statuses in ConnectWise you can still use the standard ConnectWise workflow rules to kick off workflow. For example you could configure a workflow to change the Approval Granted status to another one that your dispatcher or coordinator is looking for (e.g. Ready to Schedule). Another example could be triggering an email to your team for a ticket that has been submitted requiring approval and hasn t been approved in over a week. The power is in your hands. Page 31 of 31