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1 min read

Important communication regarding the deprecation of TLS 1.0 and TLS 1.1 servers

By Serena Cappellini on Aug 11, 2020 1:58:08 PM

IF you are a legacy client user with a version over 5 years old, you will be affected by this change as this only supports TLS 1.0.

Topics: important updates product updates legacy
3 min read

Success Story: MyTech Partners

By Serena Cappellini on Aug 11, 2020 4:15:00 AM

MyTech Partners have been DeskDirector users since July 2013 - so that's officially 7 years of partnership. We caught up with James Motz, their STS Manager, and talked about how the product has and still is helping after all these years of usage.

Subscribe to our Release Notes

By Serena Cappellini on Jul 15, 2020 1:40:14 PM

Just a quick post to notify you of our recent email subscription addition.

Topics: product updates Product Release
1 min read

FORMS USE CASE: A smart way to use Conditionals instead of form sections

By Serena Cappellini on Jun 30, 2020 4:31:00 PM

An alternative to form sections

Sections are an efficacious way to divide a form in more manageable chunks and have only a limited amount of questions shown at a time. What I am proposing today is a different way to obtain the same result just by using Conditionals.

Topics: Forms admin console Pro Tip
2 min read

New single Sign In Page for your DeskDirector Portal

By Serena Cappellini on Jun 5, 2020 4:14:03 PM

We're happy to announce we've made big improvements to our login page!

Topics: Technical product updates
2 min read

PRO TIP: Save Tech Portal as an App with the new Edge Chromium

By Serena Cappellini on May 5, 2020 2:54:45 PM

Get it done in 3 steps: this is how quick and easy it is to save your Tech Portal as an app on your desktop computer.

Topics: Technical Tech Portal Pro Tip
2 min read

Help Technicians and Users with 'Task Forms'

By Serena Cappellini on Apr 22, 2020 5:29:14 PM

what's a 'task form'

Task Form is a feature that allows you to send additional forms to already existing tickets, making them appear directly in the User Portal for your customers to review and complete.

Topics: Technical DD Tech Forms
1 min read

Run DD Tech inside CW Manage

By Serena Cappellini on Apr 7, 2020 4:19:22 PM

Let's keep it short and sweet: did you know you can run DD Tech inside your ConnectWise Manage?

Topics: DD Tech ConnectWise
1 min read

Work From Anywhere

By Warwick Eade on Mar 25, 2020 10:45:35 AM

The COVID-19 crisis continues to evolve. You and your customers will want your people to work from home effectively. Many are working from home already.

Topics: DD Tech important updates covid19
1 min read

New Onboarding Center is Up and Running!

By Serena Cappellini on Mar 19, 2020 7:46:00 AM

A jam-packed center for all your roll out needs 

After much thought and feedback from our awesome community, we've decided to put all of our guidelines together in one place.

Topics: Onboarding News
3 min read

Best Practice: Keep Things Organized and Achieve More with Tags

By Serena Cappellini on Mar 4, 2020 10:05:28 AM

DeskDirector tags are pretty neat. Currently, you can make use of 3 different types:

Topics: Technical MSP Success admin console
3 min read

Markdown and HTML: Tips to Leverage the Power of Custom Forms

By Serena Cappellini on Feb 20, 2020 1:24:41 PM

DD Forms and Markdown

what is markdown

Markdown is a text-to-HTML conversion tool, free and open-source, designed to be lightweight and intuitive. It helps users to edit text in an easy and clean way - which is why we've decided it was the right tool for our DD Portal.

Topics: DD Portal Forms Service Customization
1 min read

Product Release: new, improved look for DD Tech

By Serena Cappellini on Feb 17, 2020 4:04:13 PM

what's new in dd tech

With the latest DD Tech release we've dramatically improved the overall UX/UI, taking on board lots of the user voice feedback received from DeskDirector's users.

Topics: DD Tech Product Release
1 min read

Best Practice: add a homepage link to your portal

By Serena Cappellini on Feb 12, 2020 2:35:10 PM

Choosing DeskDirector as your main weapon of mass customer success can become even more powerful, you just need to ensure your clients will always find a way to land there.

Topics: Business MSP Success Best Practice
1 min read

New year. New Decade. New Blog for DeskDirector!

By Serena Cappellini on Jan 29, 2020 11:42:28 AM

It's a bright (not) sunny (not) day here in Auckland today, birds are probably chirping somewhere and the weekend will be upon us. Eventually. But this is not the news we want to give you!

The exciting news is that we've been working hard on tidying up and released our new blog!

Topics: News
2 min read

Best Practice: Publishing OneNote notebooks in your Portal

By Serena Cappellini on Dec 18, 2019 7:48:00 AM

Publishing OneNote notebooks allows you to share relevant content within the Portal. Combine it up with Custom Menus and Menu Items, and you'll have a powerful set of tools that will allow you to customize what your customers can see.

Topics: Best Practice
3 min read

SPRINT UPDATE 6 - TICKET REPLIES, AVATARS, TICKET COUNT, DRAG & DROP

By Development Team on Nov 15, 2019 3:42:35 PM

Here’s a breakdown of what we've focused on our latest Sprint:

Topics: Sprint Update
4 min read

Sprint 5 Update - New user account switching, notebooks in menus, and more.

By Development Team on Oct 30, 2019 11:28:10 AM

We've been a bit quiet on our sprint updates, but we're going to be bringing them back again. You can check out the release notes for the previous couple of sprints to get an idea of what's changed.

Here’s a breakdown of what we've focused on in Sprint #5:

Topics: Sprint Update
2 min read

Best Practice: Setting Permissions for your Portal

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.

Topics: Best Practice
3 min read

Best Practice: Automating your Support Ticket Titles

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.

Topics: Best Practice
4 min read

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

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

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

Topics: Sprint Update
3 min read

Product Release:  New Admin Console is out and about!

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. 

Topics: News Product Release
4 min read

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

By DeskDirector Team on Aug 6, 2019 10:53:39 AM

 

Topics: DD Tech DD Portal
5 min read

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

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. 

Topics: Sprint Update
4 min read

Why is customer experience important for MSPs in 2019?

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.

Topics: Business Customer Success
11 min read

PSA life vs. PSA life with a Customer Experience Platform

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.

Topics: Business MSP Success Customer Experience
4 min read

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

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.

Topics: Business MSP Success
4 min read

6 Ways an efficient help-desk improves your bottom line

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.  

Topics: Business DD Tech Chat
14 min read

Improve help-desk efficiency with DeskDirector

By Poorvi Jhawar on Jun 18, 2019 5:16:01 PM

With full access to our demo instance, you will be able to try all our features below. This is a great way to dip your toes in the water and see if DeskDirector is a good fit for you. Over here, we take you through a step by step so that you can set up the instance the way you want!

Topics: Help-Desk Efficiency
15 min read

Service Customization with DeskDirector

By Poorvi Jhawar on Jun 18, 2019 4:48:33 PM

With full access to our demo instance, you will be able to try all our features below. This is a great way to dip your toes in the water and see if DeskDirector is a good fit for you. Over here, we take you through a step by step so that you can set up the instance the way you want!

Topics: Service Customization

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