FAQ - Admins

How big should my school's banner be?

For our new system, banners should be 1700 x 150px. Be sure that they're in .jpg or .png format.


Which browsers are compatible with DecisionDesk?

We currently support versions of Google Chrome 13+, Mozilla Firefox 3.6+, Apple Safari 6+, and Internet Explorer 10+.  Most browsers should update themselves, but always check to make sure you’re up to date!


Can applications be reopened?

Applications can be reopened by those with admin access at your institution. Do this by accessing the applicant's profile, and choosing "Unsubmit" from the "Actions" dropdown menu at the top of the page. They can then be re-sealed (re-submitted) by either the applicant or by those with admin access at your institution.  A reopened or unsubmitted application will be seen as in-progress to administrators and will not be seen by reviewers.


Can I access DecisionDesk on my mobile device or tablet?

DecisionDesk is fully optimized for use on a desktop or laptop computer, however, you will be able to access and use DecisionDesk on your tablet if your browser or iOS is completely up to date and falls under a supported browser.


Can I delete media?

Yes, administrators can delete any files that have been uploaded by an administrator using the Admin Uploader. There will be a trash can icon next to the file if it can be deleted. Administrators cannot, however, delete files that an applicant has uploaded. If that needs to be done, you can contact our support team who will gladly assist.


Why does it say Error next to the file?

When a file has the red “Error” message next it, it means that the file is either cache or shortcut file of the media, which contains no video or audio data whatsoever or that there was an issue with the conversion process. This can occur when an applicant does not upload the original file, their internet connection drops during the uploading process, or the file is very large. Our support system automatically receives an email notification when an applicant has submitted an application with a shortcut or cache file and we then contact the applicant so they can fix the file. Sometimes these are just large files that can be taken care of on our end without involving the applicant.


Why can't I log in?

If you are having trouble remembering your password, you can reset it by clicking the Forgot Password link on the login page. Once you click this link, you'll be asked to enter your email address. Enter the email associated with your DecisionDesk account and then click the "Send Password Reset" button. Within a couple of minutes you'll then receive an email containing the Password Reset Link. Follow the link to reset your password. Enter the password identically both times, making sure that it is at least 12 characters long. Also, remember that passwords are case-sensitive. After you reset your password, you will need to login with your email address and new password.


Can applicants see letters of recommendation?

No, applicants will not be able to see any letters of recommendation that have been submitted within the online form. This is only viewable by reviewers and admins. Applicants will only be able to see if the recommendation has been submitted or not when they go back in to review their submitted applications.


Can I resend the Letter of Recommendation Request Email?

Yes, administrators can resend the Letter of Recommendation Request. In an application underneath where the recommender’s email addresses are located, there will be a note in grey italics that states when the recommendation request was originally sent and there will be a button next to it that says “Re-Send.” Simply click that link and the request will be resent. If the recommendation has been completed, the message will say “Completed MM/DD/YYYY.”


How do I waive the fee for an applicant?

If you go to the Applicant Overview page at the bottom left corner you will see a “Generate Promo” button. Click on that button and then enter the amount you would like deducted from the price, either a portion of the full amount or the full amount, and then copy and paste the code that is generated. For example, if the fee is $40 and you’d like the applicant to pay $10, click on the Generate Promo Code button and enter “30.00” in the box.  Then you can send this code to the applicant so that they can enter it into the Apply Promo option on the Payment page.  This unique code can only be used once, so you will have to generate multiple codes if needed.


Can I set a deadline for the application?

Yes, if you go to the Desk Settings option (the gear icon) in the left hand toolbar of the desk, you can scroll down to “Desk Deadline” and enter the date in which you would like the deadline to fall. The application will then close and no longer accept applications as of 12:00 a.m. on whichever date you choose, relative to the time zone that has been selected in the time zone section above.  For example, if you’d like the application to close on March 31 at 11:59 pm, enter 04/01/2015 in the deadline field.


Can Reviewers see in-progress applications?

Reviewers will not be able to see in-progress applications so as to not to mix up in-progress applications with completed applications in their My Reviews queue. However, administrators will be able to see all completed and in-progress applications.


Can I see when an application was started?

Yes, if you add “/history” to the end of the unique application url in your browser’s search bar you will be taken to the applications history page. This will show you any and all actions that have been taken within the application, what date and time the action was made, and by whom (email address). This also includes the date and time the application was first started or submitted.  If the application has already been submitted, open the application and click on the “Submitted” date at the top of the application to open the history page.


Can I sort columns?

Yes, but you can only sort columns by Name, Date Submitted, and Rating. The Rating option is only an option when the a Rating Pointer Field has been established initially in the Reviewer page and contains a dropdown with numbers. Then sorting applications by Rating will sort by the rating averages.


Can I manually assign reviewers to applications?

Yes, but in order to manually assign reviewers to applications you will have to create a dropdown with the list of reviewers you would like to manually assign applications for into the Reviewer page panel and select their names within the application under this panel.


Will reviewers see other reviews?

Reviewers will only be able to see other reviewer’s review entries if Reviewer Sharing is enabled within the Desk Settings. Otherwise, reviewers will only be able to see their own reviews.  


Will the applicant see files that I upload?

An applicant will only be able to see files uploaded using the Admin Uploader in the right side panel of the application (Admin drawer/tab). Any files using the Administrative Upload feature that is located in the middle of the application will be seen only by reviewers and admins.


Why don't the numbers match for reviewers in blind review?

The review queue in blind reviewing is relative to that reviewer, so Applicant 1, Applicant 2, etc is just numbering the applicants in that particular reviewer’s list in order, not designating a specific number to that applicant.  


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