Table Of Contents

• Tier2Tickets Official Documentation
  • Community
  • Support
  • Contributing

General

• Getting Started with Tier2Tickets and Helpdesk Buttons
  • 1) Customize your software
  • 2) Deploy with our Best Practices
  • 3) Order physical Helpdesk Buttons or keyboard decals
  • 4) Further customize Tier2Tickets with our Automations, AI, and Scripts
  • 5) Learn more and connect with the Tier2Tickets and Helpdesk Buttons community
• Best Practices For Client Adoption
  • 1) Win over your Techs with our toolset.
    • a. Make sure your Technicians can access their account and tools consistently.
    • b. Deploy on all endpoints, so your techs consistently have everything they need.
    • A note on testing and deployment
  • 2) Make it easy for your customers, YOUR way.
  • 3) Communicate with your Customers
    • i. In the Field
      • When users call in: Use Tier2Tickets for User Verification and immediate diagnostic collection.
      • When a technician is on-site
    • ii. Planned Meetings/Training/Lunch and Learns
    • iii. Provide users you can’t train with a custom How-to Guide
  • 4) Work Tier2Tickets into your other customer-facing processes
    • Make Tier2Tickets your Customers’ “single pane of glass”.
    • Add Tier2Tickets to your RMM tray icon
    • Give your Customers a Carrot vs. a Stick.
      • by Email
      • by Phone
• Troubleshooting and Support
  • Log Files
• Instructional Slideshows
  • Website
• How does Billing work?
  • A Note on Pricing
• Security Software & Firewall Settings
  • Inbound Ticket System Settings
  • Outbound Client Software Settings
  • Anti-Virus and AntiMalware Compatibility
    • AdGuard
    • Webroot
  • Issues and Explanations
    • Suspicious registry key was created
    • An obfuscated Command Prompt command was detected
    • Indirect command was executed
    • Code injection to a remote process, Code injection to other process memory space via Reflection, Library was injected to a remote process
    • Powershell execution policy was changed
    • User logged on
    • Application registered itself to become persistent via an autorun
    • Application registered itself to become persistent via service
    • Application registered itself to become persistent via scheduled task
    • Keylogger Installation
    • A UPX packed process was detected, Process suspicious as packed:
    • Detected suspicious shellcode API call
• Ordering your Helpdesk Buttons
  • What to expect
• Change Log
  • Website
    • 2023-01-25
    • 2022-12-07
    • 2022-11-22
    • 2022-04-11
    • 2022-02-07
    • 2021-11-02
    • 2021-08-16
    • 2021-03-25
    • 2021-02-17
    • 2020-12-21
    • 2020-07-30
    • 2020-02-07
    • 2019-12-09
    • 2019-11-25
    • 2019-10-02
    • 2019-09-18
    • 2019-09-17
  • Software
    • 1.1.x.30
    • 1.1.x.29
    • 1.1.x.28
    • 1.1.x.27
    • 1.1.x.26
    • 1.1.x.25
    • 1.1.x.24
    • 1.1.x.23
    • 1.1.x.22
    • 1.1.x.21
    • 1.1.x.20
    • 1.1.x.19
    • 1.1.x.18
    • 1.1.x.17
    • 1.1.x.16
    • 1.1.x.15
    • 1.1.x.14
    • 1.1.x.12
    • 1.1.x.11
    • 1.1.x.10
    • 1.1.x.9
    • 1.1.x.8
    • 1.1.x.7
    • 0.6.x.12
    • 0.6.x.10
    • 0.6.x.7
    • 0.6.x.3
    • 0.6.x.2
    • 0.6.x.1
    • 0.5.x.7
    • 0.5.x.6
    • 0.5.x.5
    • 0.5.x.4
    • 0.5.x.3
    • 0.5.x.2
    • 0.4.x.9
    • 0.4.x.8
    • 0.4.x.7
    • 0.4.x.6
    • 0.4.x.5
    • 0.4.x.4
    • 0.4.x.3
    • 0.3.x.28
• Known Issues
  • Tier2Tickets API/Backend
  • Tier2Tickets GUI
  • Loginwith.me
  • Helpdesk Buttons

Integration

• 4me Documentation
  • Integration
    • Video Walkthrough
    • 1) Unregistered User
    • 2) Create an Access Token
    • 3) Helpdeskbuttons.com Settings
      • Integration Defaults
  • Anti-Virus and AntiMalware
  • Dispatcher Rules
  • Webhook Walkthrough
• Accelo Documentation
  • Integration
    • Video Walkthrough
    • 1) Unregistered User
    • 2) Create an Application User
    • 3) Helpdeskbuttons.com Settings
      • Integration Defaults
  • Anti-Virus and AntiMalware
  • Dispatcher Rules
    • Field Definitions
      • priority
      • standing
      • type
      • assignee
      • class
      • priv_append
      • input_*
      • other
  • Webhook Walkthrough (Notifications)
    • Ticket Create Webhook
    • Ticket Update Webhook
• Atera Documentation
  • Integration
    • Video Walkthrough
    • 1) Get API Key
    • 2) Helpdeskbuttons.com Settings
    • Integration Defaults
  • Anti-Virus and AntiMalware
  • Dispatcher Rules
    • Field Definitions
      • priority
      • impact
      • type
      • other
  • Webhook Walkthrough
• Autotask Documentation
  • Integration
    • Video Walkthrough
    • 1) API User
    • 2) Unregistered User
    • 3) Helpdeskbuttons.com Settings
    • API Access Settings
  • Anti-Virus and AntiMalware
  • Dispatcher Rules
    • Rule Field Definitions
      • priority
      • businessName
      • category
      • ticketStatus
      • queue
      • type
      • source
      • priv_append
      • contactName
      • issue
      • subissue
      • worktype
      • other
  • Setting up Webhooks
    • Extension Callout
    • Workflow Rules
      • New Ticket/Ticket Updated
      • Note added to ticket
• Connectwise Manage Documentation
  • Integration
    • Video Walkthrough
    • 1) Unregistered User
    • 2) Get an API Key
    • 3) Helpdeskbuttons.com Settings
      • Integration Defaults
    • Manage Configurations (BETA)
    • API Access Settings
  • Anti-Virus and AntiMalware
  • Dispatcher Rules
    • Field Definitions
      • priority
      • impact & urgency
      • state
      • team
      • type
      • owner
      • source
      • board
      • priv_append
      • other
  • Setting up a Callback (Webhook)
• ERPNext Documentation
  • Integration
    • Video Walkthrough
    • 1) Create an Unregistered User
    • 2) Create an API KEY and SECRET
    • 3) Helpdeskbuttons.com Settings
  • Anti-Virus and AntiMalware
  • Dispatcher Rules
    • Field Definitions
      • priority
      • status
      • issue_type
      • owner
      • priv_append
      • input_*
      • other
  • Webhook Walkthrough
• Freshdesk Documentation
  • Integration
    • Video Walkthrough
    • 1) Unregistered User
    • 2) Getting an API Key
    • 3) Helpdeskbuttons.com Setup
    • Access Restrictions
  • Anti-Virus and AntiMalware
  • Dispatcher Rules
    • Field Definitions
      • priority
      • status
      • group
      • type
      • agent
      • source
      • priv_append
      • other
  • Webhook Walkthrough
    • New Tickets:
    • For Ticket Updates:
• Freshservice Documentation
  • Integration
    • Video Walkthrough
    • 1) Unregistered User
    • 2) Getting an API Key
    • 3) Helpdeskbuttons.com Setup
    • Access Restrictions
    • Integration Defaults
  • Anti-Virus and AntiMalware
  • Dispatcher Rules
    • Field Definitions
      • priority
      • impact & urgency
      • status
      • group
      • department
      • agent
      • source
      • priv_append
      • other
  • Webhook Walkthrough
• HaloPSA/ITSM Documentation
  • Integration
    • Video Walkthrough
    • 1) Unregistered User
    • 2) Get an API Key
    • 3) Helpdeskbuttons.com Settings
      • Cloud Hosted
      • On Prem
      • Integration Defaults
  • Anti-Virus and AntiMalware
  • Dispatcher Rules
    • Field Definitions
      • priority
      • state
      • team
      • ticketType
      • agent
      • priv_append
      • category_#
      • other
  • Setting up a Webhook
• Kaseya BMS Documentation
  • Integration
    • Video Walkthrough
    • 1) Unregistered User
    • 2) Create an API User
    • 3) Helpdeskbutton.com Settings
    • Integration Defaults
    • API Access Settings
  • Anti-Virus and AntiMalware
  • Dispatcher Rules
    • Field Definitions
      • priority
      • ticketStatus
      • title
      • ticketType
      • queue
      • assignee
      • ticketSource
      • priv_append
      • openDate
      • other
  • Webhook Walkthrough
• osTicket Documentation
  • Integration
    • Video Walkthrough
    • 1) Create Your API Keys
    • 2) Helpdeskbutton.com Settings
  • Anti-Virus and AntiMalware
  • Dispatcher Rules
    • Field Definitions
      • priority
      • alert & auto_respond
      • other
  • Webhook Walkthrough
• Repairshopr / Syncro Documentation
  • Integration
    • Video Walkthrough
    • 1) Unregistered User
      • Multiple Contacts per client
      • If Contact is not in Syncro
    • 2) Get your API Key
      • API Access Settings
    • 3) Helpdeskbuttons.com Settings
  • Anti-Virus and AntiMalware
  • Dispatcher Rules
    • Field Definitions
      • priority
      • status
      • comment_subject
      • problem_type
      • priv_append
      • business_name
      • other
  • Set Up a Webhook
• ServiceNow Documentation
  • Integration
    • Video Walkthrough
    • 1) Unregistered User
    • 2) Helpdeskbuttons.com Settings
  • Anti-Virus and AntiMalware
  • Dispatcher Rules
    • Field Definitions
      • impact & urgency
      • incidentState
      • priv_append
      • callerID
      • issue
      • subissue
      • other
  • Webhook Walkthrough
• Topdesk Documentation
  • Integration
    • Video Walkthrough
    • 1) Unregistered User
    • 2) Get an API Key
    • 3) Helpdeskbuttons.com Settings
    • Integration Defaults
  • Anti-Virus and AntiMalware
  • Dispatcher Rules
    • Field Definitions
      • priority
      • impact & urgency
      • processingStatus
      • callStatus
      • callType
      • operator
      • entryType
      • category & subcategory
      • priv_append
      • other
  • Setting up a Callback (Webhook)
• Zendesk Documentation
  • Integration
    • Video Walkthrough
    • 1) Unregistered User
    • 2) Enable API Access and Create a new Key
    • 3) Helpdeskbuttons.com Settings
  • Anti-Virus and AntiMalware
  • Dispatcher Rules
    • Field Definitions
      • priority
      • status
      • type
      • priv_append
      • input_*
      • other
  • Webhook Walkthrough
    • 1) Create a Target for the webhook:
    • 2)Setup a Trigger in Zendesk:
• Email Documentation
  • Anti-Virus and AntiMalware
  • Dispatcher Rules
    • Field Definitions
      • subject and msg
      • email_disclaimer
      • prepend_subject
      • input_*
      • other
• Integration Errors
  • There was an error finding the contact.
  • There was an error authenticating with the current credentials.
  • There was an error reading the response from the API endpoint.
  • API endpoint timed out.
  • There was an error accessing the API endpoint.
  • There was an error involving permissions in your PSA.
  • There was an error validating input.
  • There was an Unknown Error.
  • Uncaught Exception!
  • General Error:
    • Submission Error

Deployment

• Software Installation and Configuration Guide
  • Customizing and Installing Without Command Line Arguments
  • Installing by Command Line
    • passive
    • quiet and no restart
    • F1 - F11 Launch Key
    • Desktop Icon Name
      • Renaming your Desktop Icon Example
    • Launch key with Icon Name
    • Pin to Taskbar
    • Re-Pin to Taskbar
      • Via Device Management
      • Repin on reboot
      • Manually pinning via PTTB.exe
  • Note to PowerShell users:
• Deployment Scripts
• Updating your endpoints
• Setting up Microsoft Remote Desktop
• Set Shortcut
  • From the Device Management Page
  • For a Single Device (Manual)
  • For Multiple Devices (Powershell)
    • To Remove a Hotkey
• Duplicates and Uninstalling
  • Uninstalling via Helpdesk Buttons
  • Uninstalling Manually
  • Managing Duplicate Endpoints
  • Automatically Trim Licenses
• Connectwise Automate Instructions
  • Create a Script
  • Deployment of the script
• Ninja RMM Instructions
  • Create a Script
  • Automate script based on Condition
• Syncro RMM Instructions
  • Add a script in Syncro
  • Schedule a script with Syncro
  • Add Helpdesk Buttons to your Syncro System Tray Icon

Customization

• Assets
  • Autotask: Configuration Items
  • Connectwise Manage: Configurations
  • Syncro/RepairShopr: Assets
• Remote Access Options
  • Ethical Usage Agreement
  • Enable loginwith.me
  • Add Diagnostic Reports to Every ticket
  • Device Management vs Diagnostic Report
  • Remote Access API
  • Remote diagnostics via Powershell
• User Portals
  • Customize the GUI Landing Page.
  • With Automations and Tier2Assists
  • Link at Ticket Success
  • Launching Tier2Tickets from another user portal
  • Automatic Reports no matter ticket source
• BETA Loginwith.me
• Branding
  • Logos, Icons
  • Clear Icon Cache
  • Renaming Shortcuts
  • Pin to Taskbar
  • GUI Layout and Colors
    • Global Color Modification
    • Specific Element Modification
• Identity Provider
• Version Numbers

Automations

• Tier2Scripts
  • _append.txt
  • Uploads
  • install.ps1
    • Example install.ps1 Scripts
      • Update Shortcut Icons on Install
      • Run Software on Install
  • identity_provider.ps1
• Dispatcher Rules
  • Edit Rules
    • Visual Editor
    • Code Editor
  • Test Rules
  • Save Rules
  • Variables
  • Basic Examples
    • Parse Selections
    • Prepend Ticket Subject
    • VIP Client
    • VIP User
    • Exclamations
    • Append
    • Custom Exceptions
    • 75% Caps
  • Practical Example: Create Actions Based on Email Domain
  • Practical Example: Impact/Urgency Priority Matrix
  • Universally Available Variables
    • selections
    • hostname
    • email
    • name
    • ip
    • mac
    • msg
    • subject
    • append
  • Submission Errors
• Tier2Assist
  • Edit Tier2Assist
    • Visual Editor
    • Code Editor
  • Test Rules
  • Save Rules
  • Variables
  • Special Functions
  • What the user sees
  • Examples
    • Running Tier2Assists before ticket submission
    • Chat
    • Reboot
    • Google Forms
    • Cognito Forms
    • Password Reset
    • Schedule an appointment
    • External API: Example Activity
    • External API: Example Slack (Using Slack APPS)
    • Random
    • Survey
    • Time Based Actions
    • Big Example
    • Create Actions Based on Email Domain
  • A deeper dive into Functions
    • tier2assist.append
    • run
    • json_get
    • json_post
    • ai_categorize
  • A deeper dive into Variables
    • selections
    • hostname
    • email
    • name
    • sourceIp
    • mac
    • msg
    • append
    • ticketID
    • ticketNumber
    • username
    • version
• Tier2Forms
  • Google Forms
    • Google Form Video Walkthrough
    • Google Forms Templates
    • Link Google Forms with Helpdesk Buttons
      • Required in the Google Form
      • Link Google Form with your account
      • Generate a pre-filled link for your Google Form
      • Setting up your Google Form Tier2Assist
  • Cognito Forms
    • Cognito Form Video Walkthrough
    • Cognito Forms Templates
    • Link Cognito Forms with Helpdesk Buttons
      • Required in the Cognito form
      • Link Cognito form with your account
      • Setting up your Cognito Form Tier2Assist
  • Tier2Forms Limited Use Disclosure
  • Tier2Forms Terms Of Service
    • Disclaimer of Warranty.
    • Limitation of Liability.
  • Tier2Forms Privacy Policy
    • What data is collected.
    • How data is being collected.
    • What we are doing with the data.
    • How customers can control their data.
    • How we protect the data.
• Notifications
  • Webhook Notifications
    • Customize your Notifications
    • Set up a Webhook or Callback in your ticket system
• Tier2AI

Security & Privacy

• Security and Compliance
• General Components
  • ButtonHelper
  • Custom Scripts
  • Tier 2 Service
• Customer Controlled Amazon S3
  • S3 Gatekeeper
• Technician Access
  • From an Integrated PSA
  • Website Backend
  • 2FA
    • To set up 2FA
• Bot Protection (reCaptcha)
• Passwords
• Suspicious Activity
• Sub-accounts
• IP Login Whitelists
  • Geo IP Whitelisting
  • ISP Whitelisting
  • Anonymizer Detection
• Compliance
  • HIPAA
  • GDPR Compliance
• How long is the data stored?
• Human-Factor Verification

Marketing

• Marketing Collateral Library
  • Branding Guidelines
• Image Library