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Irina Kavchik

Recent posts by Irina Kavchik

How to make DeskDirector Project Successful? Part 2

By Irina Kavchik on Dec 18, 2018 5:11:39 PM

In this video, we ask Priscila, a client experience manager from Lancom, how does she explain the value of DeskDirector to clients versus using email?

As well as how to introduce DeskDirector to clients that "won't change", someone who used to call you whenever they have an issue? Learn great tips from our top-performing MSPs!

Topics: Business MSP Success
1 min read

How to make DeskDirector Project Successful? Part 1.

By Irina Kavchik on Dec 15, 2018 5:26:02 PM

In this video, we interview Priscila, a customer experience manager from Lancom Technology. Priscila is in charge of creating great customer experiences by leveraging DeskDirector products.
Watch this video to learn how to explain the value of the portal to prospects and how to make it work from a day one for your clients!

Topics: Business Customer Success
4 min read

Client communication portal - new & improved

By Irina Kavchik on Nov 14, 2018 4:29:18 PM

We are pleased to announce that our improved portal UI is ready to go! We made a huge interface revamp to the main request support page. 

In this article, we introduce you to the new and improved request support page of our client communications portal, explain what’s changed from the current design and what benefits you get from it. Let’s dive in!

Topics: DD Portal product updates Chat Customer Success
4 min read

5 Benefits of Using DeskDirector Support Portal

By Irina Kavchik on Nov 8, 2018 1:02:42 PM

Topics: Technical msp tools Support Product
6 min read

October Product Update: Quick Wins with a New Portal UI

By Irina Kavchik on Oct 31, 2018 3:30:35 PM

Topics: DD Portal product updates Customer Success
2 min read

First Step on the Way of Creating a Dynamic Customer Experience

By Irina Kavchik on Oct 19, 2018 11:07:54 AM

dynamic portal-1How can you be dynamic in the world of standardization? While you can keep your technology stack the same, you should be using a dynamic approach towards your customer experience initiatives.

Topics: Business MSP Success Customer Experience
3 min read

How to Get More of Your Customers Using DeskDirector Portal?

By Irina Kavchik on Oct 2, 2018 4:30:26 PM

You can easily increase uptake of DD Portal by re-branding your support emails and linking them back to the portal. Our leading MSPs have been using this technique for years, and they now have more than 70% of customers logging tickets through DeskDirector. In some cases, they get an entire company using DD Portal only.

Topics: Technical MSP Success DD Portal Customer Success Onboarding
5 min read

6 Best Practices to Create your Service Catalog in DeskDirector (updated)

By Irina Kavchik on Aug 17, 2018 5:35:23 PM

People often struggle to describe an issue when they're talking to your IT engineer. In DeskDirector, request types represent your service catalog that helps your customers to select an option that is the most relevant to their needs. 

Request types is one of the key features available that you can extensively use to customize your MSP offerings. It doesn't mean that you need to customize your technology stack, you can keep it the same. But you need to customize how you offer it. Your clients might not need everything you have to offer. If you offer "ultimate IT solution" to all your clients, you become a commodity in the eye's of your clients. You need to customize how you deliver your solutions to them, so you can differentiate yourself in the world of standardization.

In this article, we put together five best practices that you need to follow to make your support portal useful and valuable for your clients. As well helping you to create great customer experiences. 

Topics: Technical Features Customer Experience Forms
2 min read

Are you happy with DeskDirector support?

By Irina Kavchik on Jul 10, 2018 2:48:53 PM

As an MSP, you would by now be familiar with the term CSAT. You probably adopted some form of customer satisfaction system with your service delivery practices already, and we hope you and your customers are seeing the benefits of it!

Topics: Technical Support Customer Success
1 min read

How to Test Out New Features in DD Tech?

By Irina Kavchik on Mar 26, 2018 2:54:11 PM

We know that some of you can't wait for DD Tech to be released. DD Tech has a goal to make every techs day a great day! We want every tech to be a master of solving complex technical issues, rather than a master of complex ticketing/help-desk systems inside ConnectWise or Autotask.

Topics: Technical DD Tech Support
2 min read

DeskDirector Consulting Part 3: Large Software Projects

By Irina Kavchik on Feb 8, 2018 4:48:51 PM

Topics: Business Support Consulting
2 min read

DeskDirector Consulting Part 2: Small Extensions

By Irina Kavchik on Jan 31, 2018 5:22:04 PM



In the first video about consulting, we talked about configurations and how DeskDirector Consulting can help busy MSPs to configure different parts of DeskDirector to get the most benefit from it.

In this video Warwick will introduce you to another part of consulting - Small Extensions, watch it now!

Topics: Business Support Consulting
4 min read

Desktop vs Web: How to Successfully Introduce DD Portal to Your Customers

By Irina Kavchik on Jan 24, 2018 10:12:29 AM

Often MSPs overlook the importance of successfully introducing new software to their customers. In this article, we want to give you some tips on how to choose between desktop and web version when introducing DD Portal to your customers.

Topics: Business MSP Success DD Portal msp business
1 min read

DeskDirector Consulting Part 1: Configurations 

By Irina Kavchik on Jan 18, 2018 2:28:49 PM


At the end of last year we announced our new consulting services. This is different from DeskDirector Support which will remain the same across all our customers.

There are 3 types of consulting services that DeskDirector Consulting will provide:

Topics: Business Support Consulting
4 min read

DeskDirector 2017 Highlights

By Irina Kavchik on Dec 21, 2017 2:57:06 PM

This amazing year is coming to an end and we thought it would be great to share what we have done during this year, and put some light on what’s coming up in 2018!

Topics: Business Support Product
14 min read

Explaining Admin Console for DD Portal

By Irina Kavchik on Sep 7, 2017 2:46:55 PM

Catalina is our onboarding specialist and she handles most implementation calls. In this video she talks about setting up your DeskDirector instance and guides you through the back-end of the product. You will learn how to use and manage the DeskDirector Admin Console to provide the best experience to your clients.

[Video Updated April 05 2018]:

Topics: Technical