Overview
The IT-Connect web portal allows users to create and manage support tickets from a web browser without installing an application.
Users can:
Create tickets for themselves.
Create tickets for team members they manage.
Use suggested ticket templates.
Track their own and team members’ tickets.
Chat with technicians.
Add participants and attachments.
Pin important messages.
Select a preferred time to connect with a technician.
Cancel tickets when permitted.
Submit feedback after ticket resolution.
The features available to users depend on their role and the IT-Connect channel settings configured by the MSP or internal IT team.
Before you begin
Make sure:
The user has been added under the correct customer.
The user has completed account activation.
The user has the correct IT-Connect web portal address.
SSO is configured when users should sign in with their organisational credentials.
Required actions such as participants, cancellation, scheduled time, and feedback are enabled.
The user is configured as a manager when they need to create or manage tickets for team members.
Access the IT-Connect web portal
The default IT-Connect web portal is:
Open the portal in a supported web browser.
Enter the registered email address.
Complete the login process using a password, OTP, or SSO.
Users can bookmark the portal for future access.
Use a customised portal address
The MSP or internal IT team can configure a branded customer portal address.
To configure the portal branding and URL, go to:
Control Center > Organization > Branding
From Branding, admins can configure details such as:
Company logo
Wordmark
Customer portal URL
After the custom portal is configured and verified, share the customised address with customer users instead of the default IT-Connect URL.
The customised portal provides the same IT-Connect features with the organisation’s configured branding.
Log in to IT-Connect
Users can log in using an activated DeskDay account or SSO.
Log in using a password
Users added manually receive an account activation email.
Open the activation email.
Click Activate account.
Create and confirm a password.
Open the IT-Connect web portal.
Enter the registered email address and password.
Complete the login process.
Log in using SSO
When SSO is configured for the customer domain:
Open the IT-Connect web portal.
Enter the user’s business email address.
Click Continue.
Complete authentication using the organisation’s identity provider.
A separate DeskDay password is not required when SSO authentication is successful.
Create a ticket for yourself
Users can create tickets from the Service Desk page.
Click Create Ticket + from Service Desk.
Enter the issue in the Summary or Issue field.
Keep Self selected under Create this ticket for.
Add participants if required
Select a suggested template or enter the ticket details manually.
Review or select the urgency.
Enter a detailed description.
Add attachments when required.
Click Send.
The ticket appears in the Service Desk ticket list after submission.
Create a ticket using a template
IT-Connect can suggest templates for common issues and requests.
Click Create Ticket +.
Select a suggested template or begin entering the issue.
Choose the matching template.
Keep Self selected when creating the ticket for yourself.
Review the information populated by the template.
Update the urgency or other available details when required.
Click Create Ticket.
Templates are configured by the MSP or internal IT team from DeskDay portal.
Create a ticket for a team member
Managers can create tickets for their teammates assigned to them.
Click Create Ticket +.
Enter the issue summary.
Open Create this ticket for.
Search for and select the required team member.
Select a suggested template or enter the issue manually.
Review or select the urgency.
Enter the description.
Add attachments when required.
Click Create Ticket.
This option is available only when the user is configured as the selected team member’s manager.
View team members’ tickets
Managers can view tickets created by users assigned to them.
Open Service Desk.
Select Team.
Select a teamate to view its details.
Managers can view tickets belonging to their team members. Super managers can view tickets for all users under the customer.
Change the ticket view
IT-Connect provide list and board views.
Open Service Desk.
Locate the view options at the top of the page.
Select:
List view
Board view
Switch between the views when required.
View and manage a ticket
Open a ticket from Service Desk to:
View the ticket status.
Review the issue description.
Read technician updates.
Send messages.
Add participants and attachments.
Review pinned messages.
Select a preferred contact time.
Cancel the ticket when permitted.
Submit feedback after resolution.
Chat with a technician
Each ticket includes a conversation area where users can communicate with the support team.
Open the ticket.
Enter a message in the chat box.
Press Enter or click Send.
Continue the conversation as the technician responds.
Messages sent through IT-Connect are added to the public ticket conversation.
Update a ticket
Users can provide additional information without creating another ticket.
Open the ticket.
Enter the additional information in the chat box.
Add supporting files when required.
Click Send.
The update becomes available to the assigned technician.
Add attachments
Users can add screenshots, documents, images, and other supporting files.
Open the ticket.
Click the Attachment option in the conversation area.
Select the required file.
Attach the file.
Click Send.
Attachments can also be added while creating the ticket.
Add participants to a ticket
Users can add other customer users when the Add participants option is enabled.
Open the required ticket.
Click the Participants icon near the message box.
Click Add participants.
Search for the required user.
Select the user.
Close the participants panel.
The participants panel displays everyone included in the ticket conversation.
Customer users from the same customer can be added directly as participants.
Anyone else must be added by email as an external participant.
Added participants can follow the ticket conversation and receive updates based on their permissions and notification settings.
Pin important messages
Users can pin important messages for quick reference.
Open the required ticket.
Locate the message you want to save.
Click the Pin icon on the message.
The message is added to the ticket’s Pinned messages panel.
View pinned messages
Open the required ticket.
Open the Pinned messages panel.
Review the pinned messages.
To remove a pinned message, click its Pin icon again from the conversation or Pinned messages panel.
Schedule a time with a technician
When scheduled time is enabled, users can select a preferred time to connect with the technician.
Open the required ticket.
Click Schedule time.
Select the preferred date and time.
Click Schedule to confirm.
The selected time is added to the ticket, and the technician is notified.
Cancel a ticket
Users can cancel eligible open tickets when cancellation is enabled.
Open the ticket list.
Select the checkboxes for the required tickets.
Click Cancel from the action bar.
Confirm the action.
Submit feedback
When feedback is enabled, IT-Connect displays a feedback request after a ticket is closed.
Open the resolved ticket.
Select the feedback prompt.
Choose the rating that represents the support experience.
Add comments when required.
Submit the feedback.
Available ratings may include:
Awesome
Good
Satisfied
Needs improvement
Disappointed
Feedback is linked to the resolved ticket and can be reviewed by the MSP or internal IT team.
Important notes
The default web portal is
https://itconnect.deskday.ai/.The portal URL and branding can be customised from Control Center > Organization > Branding.
Users only see the actions enabled in IT-Connect channel settings.
Users can create tickets for team members only when the required manager relationship is configured.
Managers/Privileged users can view tickets created by their teammates.
Super managers can view all tickets under the customer.
Only users belonging to the same customer can be added as internal participants. All other participants can be added using their email address.
Messages and attachments are part of the public ticket conversation.
Pinned messages remain linked to the ticket.
Cancellation is available only when enabled and while the ticket is eligible.
Scheduled time and feedback must be enabled by the MSP or internal IT team.
Changes to channel settings may require users to refresh the browser or sign in again.
Troubleshooting
The portal does not open
The correct default or customised portal address is being used.
The browser has an active internet connection.
The customised domain and DNS records are configured correctly.
The portal certificate and domain verification are complete.
The customised branding is not displayed
Branding changes were saved.
The customer portal URL is verified.
The browser cache has been refreshed.
The user is opening the correct branded portal address.
The user cannot log in
The account has been activated.
The correct email address is being used.
The user belongs to the correct customer.
The password is correct.
The customer domain and SSO configuration are valid.
The user cannot create a ticket for a team member
The user has the required privileged access.
The user is configured as the team member’s manager.
The selected team member belongs to the correct customer.
The user cannot view team tickets
The user is configured as a manager or super manager.
Team members are assigned to the manager.
Team’s Tickets is selected.
A participant cannot be found
Confirm that:
The user belongs to the same customer.
The user account is active.
The user is not already a participant.
The Cancel Ticket option is unavailable
Confirm that:
Cancellation is enabled in DeskDay channel settings.
The ticket is still open.
The ticket is eligible for cancellation.
The user has permission to cancel it.
Scheduled time is unavailable
Confirm that scheduled time is enabled in IT-Connect channel settings. Ask the user to refresh the browser after the setting is changed.
Feedback is not displayed
The ticket has been closed.
Feedback is enabled in channel settings.
The browser has been refreshed.
For assistance, contact DeskDay Support at [email protected].