Overview
The IT-Connect desktop application allows end users to create and manage support tickets from Windows and macOS devices.
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.
Add attachments and ticket updates.
Select a preferred time to connect with a technician.
Cancel tickets when permitted.
Submit feedback after ticket resolution.
The features available to each user 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 correct Windows or macOS installer is available.
SSO is configured when users should sign in with their organisational credentials.
Required actions such as 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.
Install IT-Connect
Users can download IT-Connect during account activation.
Technicians can also:
Open DeskDay.
Click IT-Connect at the bottom of the navigation menu.
Download the installer for the required operating system.
Share the installer with the customer user.
Install on Windows
Download the Windows installer.
Open the downloaded installation file.
Complete the installation.
Open IT-Connect.
Sign in using the activated user account.
Install on macOS
Download the installer that matches the Mac device.
Open the downloaded installation file.
Complete the installation.
Open IT-Connect.
Sign in using the activated user account.
IT-Connect can also be deployed across managed devices using Group Policy, an RMM tool, or another device-management platform.
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 activation email.
Open the activation email.
Click Activate account.
Create and confirm a password.
Open IT-Connect.
Enter the registered email address and password.
Complete the login process.
Log 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 using the organisation’s credentials.
A separate DeskDay password is not required when SSO authentication is successful.
Create a ticket for yourself
Users can create tickets from the welcome screen or the Service Desk screen.
Click Create Ticket on the welcome screen from Service Desk.
Enter the issue in the Summary 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 or 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.
Add participants if required
Update the urgency or other available details when required.
Click Send.
A template automatically populate:
Issue summary
Description
Urgency or priority
Required troubleshooting information
Templates are configured from DeskDay portal.
Create a ticket for a team member
Managers can create tickets for users 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 Send.
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.
Select Team’s on right top side.
Choose a status or ticket category.
Select a ticket to view its details.
Managers can view tickets belonging to their assigned team members. Super managers can view tickets for all users under the customer.
View and manage a ticket
Open a ticket from the Service Desk list to:
View its current status.
Read technician updates.
Send messages.
Add attachments.
Review the issue description.
View scheduled contact information.
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.
Add attachments
Users can add screenshots, documents, images, or other supporting files.
Open the ticket.
Click Attachment in the conversation area.
Select the required file.
Open or 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 to a ticket conversation.
Open the required ticket.
Click the Participants icon near the message box.
Click Add participants.
Search for the required user.
Select the user to add them to the ticket.
Close the participants panel.
The participants panel displays everyone currently 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 chat messages
Users can pin important messages so they are easier to find later.
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.
To review pinned messages:
Open the ticket.
Open Pinned messages.
Review the pinned messages shown in the right-side panel.
To remove a pinned message, click its Pin icon again from the conversation or the Pinned messages panel.
Schedule a time with a technician
When scheduled time is enabled, users can select a preferred time to connect with a technician.
Open the ticket.
Locate Schedule time on top right.
Select the preferred date and time.
Click Save.
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.
All selected tickets are updated to the cancelled status.
Submit feedback
When feedback is enabled, IT-Connect displays a feedback request after a ticket is closed.
Users can select one of the available ratings:
Awesome
Good
Satisfied
Needs improvement
Disappointed
Users may also enter comments about their support experience.
Feedback is linked to the resolved ticket and can be reviewed by the MSP or internal IT team from DeskDay Portal.
Important notes
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 can view tickets created by their assigned users.
Super managers can view all tickets under the customer.
Messages and attachments sent through IT-Connect are part of the public ticket conversation.
Cancellation is available only when enabled and while the ticket is active.
Scheduled time and feedback must be enabled by the MSP or internal IT team.
Changes to channel settings may require users to refresh or reopen IT-Connect.
Only users available under the customer can be added as participants.
Pinned messages are linked to the ticket conversation and remain available from the Pinned messages panel.
Messages shared with participants remain part of the public ticket conversation.
Troubleshooting
IT-Connect does not install
Confirm that:
The correct installer was downloaded for Windows or macOS.
The device meets the supported operating-system requirements.
The user has permission to install applications.
Security software is not blocking the installer.
The user cannot log in
Confirm that:
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.
A ticket template is not suggested
Confirm that:
A suitable active template is available.
The entered issue matches the template.
The template is available to IT-Connect users.
The user can continue by entering the issue and description manually.
The user cannot create a ticket for a team member
Confirm that:
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
Confirm that:
The user is configured as a manager or super manager.
Team members are assigned to the manager.
Team’s Tickets is selected.
The Cancel Ticket option is unavailable
Confirm that:
Cancellation is enabled in DeskDay channel settings.
The ticket is still open.
Scheduled time is unavailable
Confirm that scheduled time is enabled in IT-Connect channel settings. Ask the user to refresh or reopen the application after the setting is changed.
Feedback is not displayed
Confirm that:
The ticket has been closed.
Feedback is enabled in channel settings.
The application has been refreshed.
For assistance, contact DeskDay Support at [email protected]