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Serena Cappellini


Recent posts by Serena Cappellini

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

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
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
2 min read

Important Communication for HUD and WPF Users

By Serena Cappellini on May 30, 2019 2:26:31 PM

We will stopping support and development on HUD and WPF products starting from the 1st of July 2019.

Topics: Technical DD Tech DD Portal development important updates product updates Support Product
3 min read

Must-Try Features of DD Tech

By Serena Cappellini on May 20, 2019 2:47:16 PM

What is an ideal help-desk tool?

A tool that sits on top of your PSA and aids in ticket resolution - that is ALL your techs need on a daily basis. They are not using all the features of a PSA, and the distraction just slows them down.

Hence we found a solution: DD Tech, a help-desk tool for Level 1 & 2 techs.

It helps techs resolve tickets faster - whilst fully integrating with your PSA - and doesn’t require any training. Just click to open and start using.

Now, how cool is that?

Topics: Business DD Tech

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