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How to add and manage custom tabs in the DeskDirector Staff HUD

Note this requires Client Console v14.1.1 or later

1. Log on to the Admin console

The URL is https://[your company name].deskdirector.com/admin

The username and password would have been provided during the implementation

2. The Manage Tabs screen

The Manage Tabs screen

3. Adding a new tab

Adding a new tab
  1. In the Tab Name box enter what you would like this tabbed to appear in the interface as. Tip: Capitals look best for Main Tabs
  2. Select either to make this a Main Tab or Ticket Session Tab from the Type dropdown. Main tabs will appear in the top menu of the Staff HUD, Ticket Session Tabs appear in tickets.
  3. In the Order Priority box enter a number representing the Order in which it will appear, the lowest number will be first.
  4. In the Url String box enter the URL to hit when it is chosen. See below for more detail on this and note that some tokens are not available on Main Tabs
  5. Hit Add New Tab to create it

3.1. Main tabs vs Ticket Session Tabs

Main tabs vs Ticket Session Tabs

Main tabs appear in the top menu of the DeskDirector Staff HUD (Agent Console) while Ticket Session tabs appear in each Ticket Session.

  • Main tabs are great for any application that doesn't need to be aware of context (which user/company is being viewed). A good example is adding ConnectWise itself or maybe a part of ConnectWise like the My Activities view. To get specific parts of ConnectWise simply visit the page in a browser window (Chrome), copy the URL and paste into the tab URL
  • Ticket Sessions tabs are great when you want to have information available specific to a user or company when working a ticket. An example might be a Knowledge Base of client documents. You could access it with the URL https://www.ourknowledgebase.com/ourclient, to enter this into DeskDirector use the URL https://www.ourknowledgebase.com/[companyid]

4. Tokens in URLs

Tokens allow you to show show pages that are dynamically changed based on the details of member, client, computer or company.

This way you could add a Tab that shows information specific to a client. A very simple example would be adding the following Url to a tab;

http://www.google.com/search?q=[companyname]

If the client on the ticket you were looking at was Big Company, when the tab is opened the URL would be changed to be this would take you to;

http://www.google.com/search?q=Big Company

 

4.1. Available Tokens

Available Tokens

The following tokens are available for use in both Main Tabs and Ticket Session tabs

[memberid] The ConnectWise MemberID for the currently logged in Member

 

The following tokens are available for use in Ticket Session tabs only

[contactfirstname] The first name of the contact in the active session (may not be the ticket's contact if chatting)

[contactlastname] The last name of the contact in the active session (may not be the ticket's contact if chatting)

[contactemail] The email address of the contact in the active session (may not be the ticket's contact if chatting)

[contactemaildomain] The email domain of the contact in the active session (may not be the ticket's contact if chatting)

[contactrecordid] The ConnectWise Contact RecID of the contact in the active session (may not be the ticket's contact if chatting)

[companyid] The ConnectWise Company ID of the company in the active session

[companyname] The company name of the company in the active session

[companyrecordid] The ConnectWise CompanyRecID of the company in the active session

[ticketnumber] The ConnectWise ticket number in the active session

[ticketcontactrecordid] The ConnectWise Contact RecID of the contact in the active session (may not be the contact you are chatting with)

[ticketcontactfirstname] The first name of the contact on the ticket (may not be the contact you are chatting with)

[ticketcontactlastname] The last name of the contact in the active session (may not be the contact you are chatting with)

[ticketcontactemail] The email address of the contact in the active session (may not be the contact you are chatting with)

[ticketcontactemaildomain] The email domain of the contact in the active session (may not be the contact you are chatting with)