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5 must-try features of DD Tech

Posted by Poorvi Jhawar

DD TECH

What is an ideal help-desk tool? A tool which sits on top of your PSA and aids in ticket resolution - because that is ALL your techs need on a daily basis. They are not using all the features of a PSA, all the distraction just slows them down. Hence we found a solution, DD Tech, a help-desk tool for Level 1 & 2 techs. It helps techs resolve tickets faster. What more, DD Tech integrates with your PSA, doesn’t require any training, and simplifies your tech’s job. Now, how cool is that?

DD Tech aims to make your help-desk team effective and efficient – two main ingredients in the recipe for MSP success.

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Keep your eye on the ball

The primary focus of your techs is ticket resolution. They don’t need to bother themselves with procurement, marketing, invoicing, customer support, sales… an unending list. All your techs need is a tool to help them manage tickets and help customers. With a clean interface, multiple tabs, and a straightforward approach, DD Tech empowers techs to complete tickets faster and more accurately, which has been shown to improve customer satisfaction and retention .

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Solve tickets over chat

Reduce and even eliminate the number of phone calls you receive. The latest version of our  chat system lets users go straight to chat. A little help and direction over chat can lead to instant resolution - users are happier and your ticket count is down. Through DD Chat, your techs can communicate to your customers in real time and solve small issues like password resets or email set-ups in a jiffy. Your engineers will have access to the chat history, and when the ticket is closed, the chat log will be attached to the ticketgiving you and your customers a record of the conversation. This could revolutionize the way you provide support. Get started here

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Get accurate time entries

Getting your techs to do time entries is tough. They often forget or rush to enter everything at the end of the week. This causes billing errors and shortages – and your MSP practice bears the loss. In DD Tech, the timer only begins when you navigate to the ticket. If you navigate away to anywhere else in the app, it stops. You can further refine the time spent with our advanced option for time entry. Have a look at how we do time entries with DD Tech. 

 

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Give it to internal IT Departments

DD Tech can be used by your customers who have an internal IT Department. This easy-to-use tool eliminates the need for hours of on-boarding. Using this tool, customers can solve tickets or escalate tough tickets to you. DD Tech is a self-explanatory tool that’s plug and play.

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Get to overdue tickets faster

There are some old tickets on the board, and as time piles on, they become increasingly costly to your company. Now, how do you deal with this? Simple – Service Radar. It delivers a graph-based aging report for unsolved tickets. Service Radar helps you see, track, and close overdue tickets faster. They give you an overview of tickets across the board, aiding you in making sound decisions. 

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DD Tech does not replace your PSA – it is a tool that solely focuses on the daily needs of a technician. It helps techs get through tickets faster and avoid distractions a normal PSA has – making them more efficient, so you capture more billable time.

Every DeskDirector Portal subscription has DD Tech included. Dynamic Portal starts with 20 seats, Essentials Portal with one. So every DeskDirector customer can try out DD Tech now! Get your technicians on DD Tech, and watch your billable hours grow.

DD Tech enables teams to become more productive, efficient, and effective – Supercharge your help-desk team now.

Get access to DD tech now:

Simply go to https://{yourdeskdirectorsubdomain}.deskdirector.com/tech

Or learn more about this fantastic tool here

Help-desk ticketing system tool

 

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