For a managed service provider the back and forth of email and telephone can be ineffective and time-consuming. It can take days and many attempts to get the right information from the user. This can delay and frustrate timely resolution.
Customized Forms are a fantastic way to collect all the necessary information needed by asking right questions up front. So we are happy to have DD Custom Forms - our own forms engine! It's a native implementation living inside DeskDirector Portal as a first class citizen.