Overview
IT-Connect is DeskDay’s end-user application for customer users and internal employees. It allows users to create support tickets, monitor ticket progress, communicate with technicians, select a preferred contact time, and provide feedback after a ticket is resolved.
Users can access IT-Connect through:
Customer portal
Desktop application
Mobile application
Microsoft Teams
The information and actions available to users depend on their assigned role and the IT-Connect channel settings configured by the MSP or internal IT team.
Before you begin
Make sure:
The customer and user accounts are created in DeskDay.
Users are associated with the correct customer.
Users have received and completed their account activation.
SSO is configured when users should sign in with their organisational account.
The required IT-Connect options are enabled in channel settings.
The appropriate installer or deployment package is available when deploying the desktop application.
Configure IT-Connect channel settings
Configure the user experience before deploying IT-Connect.
Go to:
Control Center > Channels & communication > Channel settings
The available settings include:
Assignees and chat members
Shows the assigned technicians and ticket participants on the ticket details page in IT-Connect.
Priority
Shows the ticket priority during ticket creation and on ticket details.
User-facing priority descriptions can be customised without changing the internal DeskDay priority values.
For example:
I cannot work; fix immediately.
I can work, but this is important.
Fix it at the normal pace.
Any time today is fine.
Status
Shows the current ticket status to users.
Reopen button
Allows users to reopen a closed ticket when the issue continues or returns.
Feedback
Sends a feedback request after a ticket is closed.
Cancel button
Allows users to cancel an open ticket that is no longer required.
Scheduled time
Allows users to select a preferred contact time for the technician.
Channel settings apply globally. Users need to refresh, sign in again, or reopen the application before changes are visible.
User roles and ticket visibility
Ticket creation and visibility depend on the user’s access level.
Standard users
Standard users can:
Create tickets for themselves.
View their own tickets.
Communicate on tickets where they are participants.
Privileged users
Privileged users can create tickets for themselves.
When a privileged user is configured as the manager of other users, they can also create tickets on behalf of those users.
Managers
Managers can view tickets created by users assigned to them.
Super managers
Super managers can view tickets created by all users under the customer.
Access IT-Connect
Users can access IT-Connect through the customer portal, desktop application, mobile application, or Microsoft Teams.
Users may receive the IT-Connect download option during account activation.
Technicians can also open Download drawer from the bottom of the DeskDay navigation and share the relevant installer or application link with customer users.
Install the desktop application manually
Download the installer that matches the user’s device.
Open the downloaded installation file.
Complete the installation.
Open IT-Connect.
Sign in using the activated user account.
Users can sign in using:
Email address and password
Email OTP, where available
Organisational credentials when SSO is configured
Sign in using SSO
When SSO is configured for the customer domain:
Open IT-Connect.
Enter the user’s business email address.
Click Next.
Complete authentication through the configured identity provider.
The user does not need to enter a separate DeskDay password when SSO authentication succeeds.
DeskDay supports customer SSO through supported providers such as:
Microsoft Entra ID
Google Workspace
Test SSO with one user before enabling it for the wider organisation.
Deploy IT-Connect using Group Policy
Group Policy can be used to deploy the IT-Connect desktop application to Windows devices joined to an Active Directory domain.
Before starting, obtain the current IT-Connect MSI installation package and supported silent-install parameters from DeskDay.
Deploy an MSI installer
Store the installer in a shared network location accessible to the target devices.
Open Group Policy Management.
Create or edit a Group Policy Object linked to the required organisational unit.
Go to:
Computer Configuration > Policies > Software Settings > Software installation
Add the IT-Connect MSI package using its network path.
Assign the package to the target devices.
Apply the policy.
Restart the target devices when required.
Verify the installation on a small test group before wider deployment.
Deploy an executable installer
When the installer is provided as an executable file:
Create a computer startup script.
Add the silent-install parameters supported by the IT-Connect installer.
Configure the script to run with administrative or system permissions.
Add detection logic to prevent repeated installation.
Test the script on a limited group of devices.
Apply the policy to the remaining devices.
Use only the installation parameters provided for the IT-Connect installer.
Deploy IT-Connect using an RMM tool
IT-Connect can be deployed using the software-management or scripting features of an RMM platform.
The general deployment process is:
Download the current IT-Connect installer.
Upload the installer to the RMM software library or deployment package.
Add the supported silent-install parameters.
Configure the installation to run with system or administrator permissions.
Add a detection rule using the application name, installed file, or version.
Deploy to a test device or pilot group.
Confirm that IT-Connect opens and allows the user to sign in.
Deploy to the remaining target devices.
IT-Connect can be deployed through supported RMM tools such as:
NinjaOne
Datto RMM
N-able
Level
Use the RMM reporting features to identify:
Successful installations
Failed installations
Devices requiring a restart
Devices with outdated versions
Add IT-Connect to Microsoft Teams
Individual users can add IT-Connect from Microsoft Teams apps.
Open Microsoft Teams.
Go to Apps.
Search for IT-Connect.
Select the application.
Click Add.
Open IT-Connect from the Teams application list or app bar.
After IT-Connect is added, a welcome message is displayed.
Users can create tickets by:
Typing Create Ticket in the IT-Connect chat.
Opening the Home tab and clicking Create ticket+.
After creating a ticket, users can click Go to ticket or open it from the ticket list in the Home tab.
Deploy IT-Connect through the Teams admin center
A Microsoft Teams administrator can make IT-Connect available to selected users or the entire organisation.
Allow IT-Connect
Sign in to the Microsoft Teams admin center.
Go to Teams apps > Manage apps.
Search for IT-Connect.
Open the application details.
Confirm that the application is allowed.
Assign access to the required users or groups.
Install or pin IT-Connect for users
Go to Teams apps > Setup policies.
Edit the global policy or create a custom policy.
Add IT-Connect as an installed application.
Pin IT-Connect when it should appear in the Teams app bar.
Assign the policy to the required users or groups.
Allow time for the policy to apply.
Ask a pilot user to confirm that the application appears correctly.
Test the Teams application and SSO with a small user group before organisation-wide deployment.
Install the mobile application
Users can install the IT-Connect mobile application from the application store for their device.
After installation:
Open IT-Connect.
Enter the registered email address.
Sign in using a password, OTP, or SSO.
Allow notifications when users should receive ticket updates on the device.
Create a ticket
Users can create tickets from the IT-Connect Service Desk screen.
Open IT-Connect.
Click Create ticket+.
Select who the ticket is for when the option is available.
Enter a short summary.
Add participants when required and permitted.
Select the priority.
Enter a detailed description.
Add attachments when required.
Click Send.
After submission, the ticket appears in the user’s ticket list.
Create a ticket using a template
Templates allow users to create common requests with fewer steps.
Click Create ticket +.
Select a suggested template or begin entering the issue summary.
Choose the matching template.
Review the information populated by the template.
Update the available fields when required.
Click Send.
Templates available in IT-Connect are configured by the MSP or IT team from DeskDay portal.
Go to:
Control Center > Channels & communication > Templates
Track and manage tickets
Users can:
View the ticket status.
Read technician updates.
Send messages.
Add attachments.
View assigned technicians and participants.
Select a preferred contact time.
Reopen a closed ticket.
Cancel an open ticket.
Provide feedback after closure.
Communicate with technicians
Messages sent from IT-Connect are added to the public ticket conversation.
They are visible to:
The ticket user
Added participants
Assigned technicians
Other internal team members as per permissions
Users can receive ticket updates through:
IT-Connect
Email
Push notifications
Microsoft Teams chat
Select a preferred contact time
When scheduled time is enabled, users can select a preferred time for the technician to contact them or work on the issue.
The selected time is displayed on the ticket for technicians.
Reopen a ticket
When the reopen option is enabled, users can reopen a closed ticket if the issue continues or returns.
The ticket changes to the configured reopened status and becomes available for further technician action.
Cancel a ticket
When cancellation is enabled, users can cancel an open ticket that is no longer required.
The cancelled ticket remains available for historical reference based on the organisation’s ticket settings.
Provide feedback
When feedback is enabled, IT-Connect sends a feedback request after the ticket is closed.
Users can provide:
A rating
Comments about the support experience
The feedback is linked to the ticket and can be reviewed by the MSP or IT team.
Important notes for technicians
Users only see the options enabled in channel settings.
Privileged users can create tickets for other users only when they are configured as their manager.
Managers can view tickets raised by their teammates.
Super managers can view all tickets under the customer.
User-facing priority wording can be customised without changing internal priority values.
Status, reopen, cancel, feedback, scheduled time, participants, and assignee visibility are controlled separately.
Messages sent from IT-Connect are public messages.
Channel-setting changes may require users to refresh or reopen the application.
Troubleshooting
A user cannot sign in
Confirm that:
The user account is activated.
The correct email address is being used.
The password or OTP is valid.
The customer domain and SSO settings are correct.
IT-Connect is not available in Microsoft Teams
Confirm that:
IT-Connect is allowed in the Teams admin center.
The appropriate setup policy is assigned.
The Microsoft Teams SSO redirect URL is configured.
The user belongs to the configured customer domain.
The Teams application does not appear after deployment
Confirm that:
The application is included in the assigned setup policy.
The policy is assigned to the correct user or group.
Enough time has passed for the Teams policy to apply.
The user has signed out and back in to Teams.
The desktop application deployment fails
Confirm that:
The device can access the installer.
The installer runs with the required permissions.
The correct silent-install parameters are used.
Security software is not blocking the installer.
The device meets the supported operating-system requirements.
A user cannot create a ticket for another user
Confirm that the user is privileged and configured as the manager of the selected user.
A user cannot see another user’s tickets
Confirm that the user is configured as a manager or super manager with the required visibility.
Reopen, cancel, feedback, or scheduled time is unavailable
Confirm that the required setting is enabled under:
Control Center > Channels & communication > Channel settings
Ask the user to refresh, sign in again, or reopen IT-Connect.
A ticket template is not suggested
Confirm that:
The template is active.
The template is available to IT-Connect users.
The entered summary matches the configured template.
Ticket updates are not received
Confirm that:
The user remains part of the ticket conversation.
Email or push notifications are enabled.
The user is signed in to IT-Connect.
The notification is not in the spam or junk folder.
For assistance, contact DeskDay Support at [email protected].