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November Product Update: Improved engineer experience

Posted by Poorvi Jhawar

november update second

The end is here..not for you or us, but the year itself – 2018.

This update marks our second-to-last product update, and we could not be more excited to share our hard work with you this month. This Christmas, give your customers and engineers the ultimate gift – improved experiences. 

Giving your customers an effortless experience does not always mean improving only the customer side of things. If your engineers have a clean and easy interface to work with, giving clients that experience is much easier.


Effortless experience by engineers = Effortless experience for clients

We bring you small but important updates this month:

DD Portal

Using Office365 account instead of SMTP server

We noticed that emails sent through the SMTP server sometimes land in the junk/spam folder. Your customers would have to notice and fish them out – and that’s annoying for them.

Send them all system-related emails like email token, password reset, approval related emails through your Office365 mail account. These emails are less likely to fall into the junk/spam pile.

Important: We send emails on your behalf, but we have no access to your data or information. You can revoke consent at any time. You can read the steps to follow here

DD Tech

Improve clean tickets false-positive rate

Is having too much clutter on your emails a pain? We think it is, so we present our clean email feature! This gives you the ability to:

  • Recognize signatures

  • Shorten URLs for easy reading

  • Get rid of unnecessary clutter (like the legal disclaimer)

  • Remove the reply chain

Important: There might be a variance in signature recognition because we support markdown and we don’t want to remove it –our customers prefer it.


Supporting the recent ConnectWise change on company types

Now you can set up customized company types on ConnectWise i.e you can set up types like vendor, competition, part-owner, prospect etc so that it is easy for you to segment your contacts. The DeskDirector server now supports the change and you’ll be able to see the types on the Admin console and DD tech.

New: ScreenConnect in DD tech

We’re going to discontinue support for the ScreenConnect version (prior to 2015). However, we will be integrating the latest version of ScreenConnect with DD tech for the convenience of the engineers.

See how we integrate with ScreenConnect here.

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