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4 min read

How ITSM Software Impacts Critical IT KPIs and Business Outcomes

By DeskDirector Marketing on Sep 20, 2021 7:48:00 AM

Business leaders measure company success through various indicators like sales revenue, profits, employee turnover rate, customer retention, and more. Yet, it’s prudent to measure your IT department’s performance as well to understand the complete picture of your organization’s health. If your IT team cannot service your internal stakeholders properly, operations will grind to a halt, with financial loss looming close behind. 

6 min read

How to Integrate ITSM Software with Company-Wide Strategic Efforts

By DeskDirector Marketing on Sep 6, 2021 7:45:00 AM

Are you considering implementing ITSM software, but aren’t sure it’s worth it? Your hesitance might be due to one question: Will your ITSM platform yield any positive return beyond the IT and customer support departments? 

Topics: ITSM
5 min read

Evolution of ITSM Software & How It Generates Positive Business Impact

By DeskDirector Marketing on Aug 23, 2021 8:17:00 AM

It’s no secret –– we live in an era of rapid tech evolution. Advanced tech is a good thing, but the changing landscape demands constant agility from IT professionals and MSPs. The good news is that innovative IT technology and customer service portals can help your support technicians streamline operations and boost your ROI.  

7 min read

4 Ways ITSM Software Can Improve Customer Satisfaction (& Retention)

By DeskDirector Marketing on Aug 10, 2021 6:23:53 AM

How long does it take your techs to respond to support tickets? A few hours? A few days? 

5 min read

Why You Need Top-Notch Security for Your Client Portal Software

By DeskDirector Marketing on Jul 26, 2021 11:52:00 PM

Changes in the way workers use technology have led to email as a primary form of communication falling out of style. Today’s businesses want platforms that allow them to have a single location where they can collaborate on projects, store large amounts of information, communicate with clients and manage tickets: like a client portal software 

Topics: Client Portal
6 min read

3 Ways to Save Tech Time With IT Automation

By DeskDirector Marketing on Jul 12, 2021 11:54:00 PM

IT techs grapple with new challenges as digital tools grow more advanced. The consistent flow of innovation generates higher dependency on IT MSPs. Perhaps the heaviest demand on these service providers is offering quality customer experiences. Without exceptional customer support, MSPs are likely to lose business.  

12 min read

The Power of Integrations in a Client Portal Software

By DeskDirector Marketing on Jun 29, 2021 3:39:15 AM

Regardless of their size, MSPs focus on three main areas: expanding their customer base, cutting their costs, and increasing their revenue streams.  

Topics: integrations ConnectWise Connectwise integration AutoTask
3 min read

How Client Portal Analytics Drive Automation & Customer Satisfaction

By DeskDirector Marketing on Jun 15, 2021 7:48:00 AM

In the age of Big Data, we have more information at our fingertips than ever before. Nowadays, whatever industry you are in, clients crave transparency: they expect to be able to access data about their projects and the services you are providing them with ease.  

Topics: Client Portal Features Client Portal Client Portal Functionalities
5 min read

Improve Your Margins with a Client Portal Equipped with Automations

By DeskDirector Marketing on Jun 1, 2021 11:13:00 PM

Business leaders are constantly searching for strategies they can employ to maintain or improve their business’s margins. Through strategic automation of specific processes and tasks, your company stands to become more efficient and more profitable.  

Topics: Client Portal
5 min read

4 Reasons You Need to Upgrade from a ConnectWise Client Portal

By DeskDirector Marketing on May 25, 2021 11:54:00 PM

ConnectWise, the leading professional services automation (PSA) software in the MSP market, is a crucial component of many IT businesses, but its client portal capabilities are limited. Pairing ConnectWise, or any other PSA, with a versatile, easy-to-use client portal tool will help you get the most out of the software and deliver better service to your clients. 

Topics: integrations ConnectWise Connectwise integration AutoTask Client Portal
13 min read

3 Ways Client Portal Software Radically Improves Customer Experience

By DeskDirector Marketing on May 18, 2021 11:49:00 PM

You might be asking yourself: "How can a piece of software improve customer experience? Isn't customer experience more about my actual services and the people who deliver it?" 

7 min read

5 Best Customer Portal Solutions

By DeskDirector Marketing on May 11, 2021 12:37:00 AM

Business leaders looking for a customer portal solution they can use to meet their clients’ needs should do some thorough research into their potential portal choices before moving forward.  

5 min read

What Makes a Good Customer Portal Software?

By DeskDirector Marketing on Apr 27, 2021 8:00:00 AM

A customer portal is a critical tool for both MSPs and their clients. Techs use the portal to manage work requests, customer relations teams use the portal to provide necessary support, and customers themselves use the portal to get status updates, access helpful resources and communicate with your company. 

5 min read

How Do You Use Client Portal Software?

By Chelsea Parsons on Apr 14, 2021 2:39:47 AM

Client portal software can help you gain a competitive advantage in your market and improve your clients’ overall experience in working with your company.  

1 min read

Recipes, leverage, and the quadrant with no name

By Warwick Eade on Apr 6, 2021 7:45:00 AM

Ten years and a million views later, Rory Sutherland’s sweat the small stuff  is as relevant as ever. At the heart of this TED talk is a cartesian strategy graph referencing business projects. The vertical axis going from low-cost to high-cost, the horizontal low-impact to high-impact. (Think: Gartner’s magic quadrant but for projects/service.) He labels three of the quadrants, with the brutal dunk on consultancy. But he leaves one quadrant unnamed.

Topics: General MSP Success integrations msp tools
4 min read

How IT Pros and MSPs Can Automate the Employee Onboarding Process

By Chelsea Parsons on Mar 30, 2021 8:00:00 AM

For IT pros and managed service providers, there must be a constant focus on maximizing the efficiency of employee onboarding, and smartly automating the process whenever possible. 

Topics: msp tools
5 min read

How To Create Your Own Client Portal

By Chelsea Parsons on Mar 24, 2021 8:20:00 AM

MSPs looking to provide a great customer experience to their clients while also increasing efficiency are often looking to build a customizable and flexible client portal. 

Topics: DD Portal Service Customization
7 min read

9 Customer Portal Features You Need In 2021

By Chelsea Parsons on Mar 16, 2021 8:02:00 AM

When choosing your MSP client portal, it is important to consider which features will not only improve the experience for your customers but also create more efficiencies for your team. Beyond a basic user-friendly interface, a powerful customer portal will enable both your clients and your techs to have perfect visibility into tickets, but also to make sure that nothing falls through the cracks. 

Topics: Client Portal Features Client Portal Customer Portal Client Portal Functionalities
3 min read

We interrupt this broadcast to bring you an important announcement

By Chelsea Parsons on Dec 22, 2020 10:15:00 AM

Pull up a chair and pour yourself a glass of milk my friends, because DeskDirector has just released the spiciest version of Broadcast yet.

Topics: DD Tech msp tools important updates msp business Product Release
2 min read

What does a great customer experience look like?

By Chelsea Parsons on Dec 10, 2020 3:09:06 AM


Customer Experience includes anything that can leave an impression on a customer. As an MSP, most of the interactions that shape the experience for your customers happen at the helpdesk level with your IT helpdesk ticketing system.

1 min read

Important info regarding the deprecation of TLS 1.0 & 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: 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

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