Overview
After creating your account, DeskDay provides a guided setup checklist to help you configure the essential areas of your service desk.
The checklist displays:
Direct links to the relevant configuration page
Links to supporting guides
Options to skip or mark steps as complete
You can also use Mark all as complete after finishing the setup outside the guided checklist.
Review your company profile
Go to Control Center > Organization > Company profile.
Review and configure:
Company details – Enter your company name, address, country, state, city, and ZIP/postal code.
Account owner – The user who created the account. To change the account owner, please contact the support team.
Data policy – Your data is currently hosted in our US data center. European data center support will be available soon.
Default time zone – Used for reports, billing, and all time-based calculations across the platform.
Business hours – Configure your organization's standard working hours.
Date format – Choose your preferred date display format.
Accurate business hours and timezone settings are important for ticket schedules, SLAs, notifications, automations , AI routing and reporting.
Connect your support email
Go to Control Center > Channels & Communication > Email.
Connecting a support mailbox allows incoming emails to be converted into DeskDay tickets.
DeskDay supports up to five support mailboxes. Each mailbox can be associated with a board or queue.
Steps
Open Connect your support email from the getting-started checklist.
Click Connect support mail.
Sign in using the support mailbox credentials.
Enter a display name for the mailbox.
Select the board where incoming tickets should be classified.
Set the mailbox as primary when outgoing ticket emails should use this address.
Test and save the connection.
The primary mailbox is used for outgoing emails.
You can use service desk workflows to classify incoming email tickets based on information such as:
Keywords in the subject or email body
Sender email address
Sender domain
Invite your team members
Add technicians, administrators, and support staff who need access to DeskDay.
Steps
Open Invite your team members from the getting-started checklist.
Click Add team member.
Enter the team member’s information.
Assign their role or permission level.
Send the invitation.
Single sign-on can also be enabled for supported organisations.
or Add from Control Center > Team & Access > Team members.
Configure notification preferences
Go to Control Center > Channels & communication > Notifications.
Configure:
Whether notification sounds are enabled
Which roles or team members receive notifications
Whether notifications are delivered by email or push notification
Which ticket, project, and task activities generate notifications
Click Save after updating the notification settings.
Configure branding
Branding allows DeskDay to reflect your company identity across the technician and customer experience.
From the getting-started checklist
Open Configure branding.
Click Go to branding.
Configure your brand and portal details.
Click Mark as complete.
Go to Control Center > Organization > Branding and configure:
Brand name
Company logo
Wordmark
Recommended formats include PNG, JPG, or GIF. A transparent background is recommended for logos and wordmarks. Recommended aspect ratio 1:1 for logos and 3:1 for wordmarks.
Portal URLs
You can configure separate URLs for:
Company portal: Used by your internal team to access DeskDay.
Customer portal: Used by customers to submit tickets, view invoices, and access self-service content.
Configure custom domains
Enter the required company and customer portal URLs.
Click Generate DNS records.
Add the generated CNAME records to your domain registrar.
Wait for DNS propagation.
DNS propagation can take up to 24–48 hours, although it typically completes within 10–15 minutes.
Certificate validation must be completed before the generated DNS records expire. If the records expire before validation is complete, you'll need to generate a new set of DNS records.
Explore IT Connect apps
DeskDay provides applications for technicians and end users.
For technicians
The DeskDay mobile application allows technicians to:
View tickets
Create tickets
Update ticket information
Assign tickets
Communicate with users
Close tickets
The technician application is available for supported iOS and Android devices.
For end users
IT-Connect allows users to:
Create support tickets
View ticket progress
Communicate with technicians
Review previous tickets
Receive ticket updates
IT-Connect is available through:
Microsoft Teams
Desktop application (Windows & macOS)
Mobile application
Connect your RMM
Connecting an RMM platform allows DeskDay to receive alert and device information directly from supported monitoring tools.
Supported integrations may include:
NinjaOne
Level
Datto RMM
N-able N-central
Steps
Open Connect your RMM from the getting-started checklist.
Click Connect your RMM.
Enter or authorise the connection details.
Test the integration.
Click Mark as complete.
An RMM integration can help DeskDay:
Automatically create tickets from alerts
Add device details to tickets
Provide device context to technicians
Support remote-control actions from the ticket workspace where available
Complete the setup checklist
For each setup step, you can:
Use the primary action to open the relevant configuration page.
Select Read guide for additional instructions.
Select Mark as complete after completing the setup.
Select Skip when the step is not currently required.
The progress indicator updates as each step is completed.
Troubleshooting
Incoming emails are not creating tickets
Confirm that:
The support mailbox is connected.
The mailbox connection test succeeded.
The email was delivered to the mailbox Inbox.
The email is not in Spam, Junk, or archived.
A team member did not receive an invitation
Confirm that:
The email address is correct.
A DeskDay licence is available.
The invitation is not in the spam or junk folder.
Resend the invitation from the team member page.
The custom portal URL cannot be verified
Confirm that:
The generated CNAME records were added correctly.
The record values have not been modified.
DNS propagation has completed.
Certificate validation has not expired.
The RMM integration is not creating tickets
Confirm that:
The RMM connection is active.
Alert-to-ticket creation is enabled.
The required customer or device mapping exists.
The RMM account has the required permissions.
A checklist item remains incomplete
Complete the required configuration and then select Mark as complete. Some checklist items are not marked complete automatically.