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Best Practice: Setting Permissions for your Portal

Posted by Serena Cappellini on Sep 25, 2019 7:36:00 AM

DeskDirector comes with a powerful list of tools and features that you can enable and configure from your Admin Console - from Request Types to Chat, Branding and the Learning Center (any much more!), you have the power to customize your Portal experience to suit you and your end users.

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Topics: DD Portal, Best Practice

Best Practice: Automating your Support Ticket Titles

Posted by Serena Cappellini on Sep 12, 2019 7:36:00 AM

This article will help you streamline all tickets coming through from the DD Portal and help your team to improve help-desk efficiency.

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Topics: DD Tech, MSP Success, Support, Customer Success, Best Practice

Sprint Update #3 - New content publishing & branding updates plus Portal shortcuts

Posted by Development Team on Aug 29, 2019 5:17:41 PM

Here’s what Sprint #3 added to and improved in DeskDirector:

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Product Release:  New Admin Console is out and about!

Posted by Andrew Lahikainen on Aug 19, 2019 9:22:09 AM

We’ve been working hard behind the scenes on our new Admin Console, and we’re happy to announce that it is out. The new Admin Console is easier to use, faster, and comes with a lot of new features. 

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Topics: New Features, important updates, product updates, admin console, Product

Notification system for your end-user portal and help-desk tool

Posted by Poorvi Jhawar on Aug 6, 2019 10:53:39 AM

 

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Topics: DD Tech, DD Portal, Customer Success

New Admin Console, Sticky Broadcast, & More - Sprint Update #1

Posted by Development Team on Jul 23, 2019 9:37:12 AM

We here are at DeskDirector work very hard to revolutionize customer service for your end-users. This often means - a continuous improvement of the product. This sprint update we show you the new intuitive admin console which will dramatically reduce your set up time, sticky notifications to make sure all your clients are informed of the critical messages and other massive improvements to make you and your help-desk team more effective and efficient. See how DeskDirector further empowers your PSA - ConnectWise and Autotask. 

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Topics: Technical, DD Portal, development, product updates, Customer Success

Why is customer experience important for MSPs in 2019?

Posted by Poorvi Jhawar on Jun 26, 2019 11:21:08 AM

Customer experience includes anything that can leave an impression on a customer – support interactions, your website, and account management, etc. Most of the interactions that shape the customer experience for your MSP practice happen at the help-desk level with your IT help-desk ticketing system. 

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Topics: Business, msp business, Customer Success

PSA life vs. PSA life with a Customer Experience Platform

Posted by Poorvi Jhawar on Jun 26, 2019 11:18:28 AM

According to this report in Datto, standardization of services is the third biggest pain point in the MSP industry in 2018. Your PSA - Connectwise Manage and AutoTask is the backbone of your customer service, but it comes with limitations. You can provide a standard customer service by the industry norm, however with a customer experience platform you can elevate the experience to award winning. 

Deploying a customer service platform requires time and money. The returns can be quite high, but is the investment worth it? Use our comparison guide to decide for yourself.

Dive into PSA life vs. PSA life with a Customer Experience Platform - which is the difference between 'Good customer service' to an 'award-winning customer service'.

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Topics: Business, MSP Success, Customer Experience

How Top MSPs Create a Best-in-Class IT Ticketing System

Posted by DeskDirector Marketing on Jun 26, 2019 11:16:58 AM

Efficiency plays a key role in managed service provider (MSP) profitability. Without repeatable processes in place, it’s difficult to manage incoming service requests, train new techs, and scale your business. Top MSPs invest in a PSA — like ConnectWise Manage or Autotask to gain a robust IT help-desk Ticketing System that centralizes and streamlines service requests.

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6 Ways an efficient help-desk improves your bottom line

Posted by Poorvi Jhawar on Jun 26, 2019 11:16:01 AM

DeskDirector came into being out of necessity – there were no easy tools available in the MSP Industry to help with customer service.  

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Topics: Business, DD Tech, msp tools, Chat