Resources
Support, FAQ, and troubleshooting
The quick answers. For step-by-step usage, see the documentation. Real-world stories? See Journeys.
Frequently asked
- Is DeskTrust Connect a separate app?
- No. Connect lives inside the existing DeskTrust dashboard and employee portal — same accounts, same login, same billing. There's nothing new to install. Chat, calls, and screen sharing all run in the browser via WebRTC.
- How much does Connect cost?
- Free with any paid DeskTrust plan. Chat, calls, screen sharing, manager view, and recording are all included at no extra cost — we'd rather have you cancel Zoom, TeamViewer, and Slack than nickel-and-dime you for the alternative. Free customers stay on 1:1 chat + calls with lower group limits; upgrading to any paid tier unlocks everything.
- Can managers view an employee's screen without them knowing?
- No, and this is deliberate. Every screen-view session requires the employee to click Approve in a modal, pick which screen or window to share, and see a persistent red indicator the whole time. Denied and expired requests are also audit-logged. If you need silent screen recording, Connect is not the right product — DeskTrust's core screenshot capture is.
- What about GDPR / two-party-consent jurisdictions?
- Connect shows jurisdiction-adjusted consent language based on the employee's recorded country. US 2-party-consent states, GDPR-covered EU/UK, GCC, and ANZ each get tailored copy. The default disclosure covers standard workplace-monitoring scenarios. Your legal team should review and (if needed) replace the placeholder text before enabling manager-initiated screen viewing for customers in your regulated regions.
- Where are chat messages and recordings stored?
- On the DeskTrust server that hosts your organization. Chat messages live in MySQL. Attachments and recordings live on disk under a per-room path. Retention policies apply automatically per your Settings. Enterprise customers can request an isolated deployment.
- Can I export chat history or recordings?
- Not yet via a self-serve UI. If you need a bulk export for a compliance request, contact support@desktrust.com and we'll produce it within one business day.
- Does Connect work on mobile?
- Chat works well on all modern mobile browsers. 1:1 audio and video calls work on iOS Safari 15+ and Android Chrome. Screen sharing as a presenter is not supported on iOS Safari (Apple limitation) — you can still receive shares. Standalone mobile apps are on the roadmap.
- What happens to my data if I cancel Connect?
- Your chat history, recordings, and audit logs are retained for 90 days after cancellation — during that window you can re-enable Connect and everything is still there. After 90 days, chat and recordings are archived and deleted according to your DeskTrust retention policy.
- Can I disable specific features (say, recording) but keep the rest?
- Yes. Chat, Calls, Screen Viewing, and Recording are independently toggleable from your Settings page. Turning off recording, for instance, means calls still work but nothing is captured to disk.
- Does using Connect affect the base DeskTrust monitoring?
- No. Connect and the monitoring agent run separately. Screenshot capture, activity tracking, and idle detection all keep working exactly as before. During active calls, some CPU is consumed on the shared server — organizations expecting heavy Connect usage should discuss VPS sizing with support.
Troubleshooting
The Call or 🖥 button doesn't appear in a chat room.
Common causes
- Your admin hasn't enabled the corresponding feature in Settings.
- Your organization doesn't have the Connect add-on active on its subscription.
- You're on a solo room (chat needs at least 2 people).
Fix
Ask your admin to check Settings → Employee-Facing Features → DeskTrust Connect, and to verify the add-on is enabled on Billing.
A call rings but audio/video never connects.
Common causes
- Your browser blocked mic/camera access.
- The DeskTrust TURN server can't reach your network (rare — most corporate networks work).
- A browser extension is intercepting WebRTC.
Fix
Check the browser's address-bar padlock for the site permissions. Try an incognito window with all extensions off. If it still fails, forward your Console tab errors to support@desktrust.com.
I approved a screen-view but nothing happens.
Common causes
- You cancelled the browser's screen-picker without selecting anything.
- The manager's tab was closed before you approved (request expired).
Fix
Ask the manager to re-request. This time, when the browser prompts to pick a screen, select one within a few seconds and click Share.
My recording didn't save.
Common causes
- The call ended before the recording started (there's a small delay while transports set up).
- The server ran out of disk space.
- ffmpeg encountered an unexpected codec — rare with WebM but possible with unusual mediasoup configs.
Fix
Recordings normally appear in /dashboard/recordings within 30 seconds of a call ending. If yours doesn't, email support@desktrust.com with the session date, participants, and the roughly time of the call — we can retrieve from server logs.
Chat feels slow — messages take 2-3 seconds to appear.
Common causes
- Your Redis service is down on the DeskTrust server (self-hosted deployments).
- The WebSocket connection dropped and is reconnecting.
Fix
Refresh the page. If the problem persists, admins can check /api/connect/health?verbose=1 for the actual sub-system status.
Still stuck?
Email support@desktrust.com — we respond within one business day. For compliance questions, use legal@desktrust.com.
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