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3 min read

How to manage tickets in DeskDirector?

By Poorvi Jhawar on Jun 18, 2019 1:36:07 PM

 

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
2 min read

Try out the learning and onboarding center

By Poorvi Jhawar on Mar 11, 2019 11:33:15 AM

 

Through DeskDirector, you can on-board your clients in a seamless process and educate them about your services. You can also use the Learning Center to make your customers efficient - encouraging them to solve minor issues by themselves.  Experience it all be yourself. 

Topics: Business DD Portal Customer Success
2 min read

Hacks for improved customer service - Features checklist

By Poorvi Jhawar on Mar 11, 2019 11:32:16 AM

‘Necessity is the mother of invention’ and that’s exactly how DeskDirector was conceived. We’re a service by an MSPs, for MSPs. When we say that we understand your struggles, we mean it. It is not a mere conjecture, but a first hand experience. 

Topics: Business DD Portal Customer Success
3 min read

Ticket Life-cycle management hacks in DeskDirector

By Poorvi Jhawar on Mar 11, 2019 11:29:40 AM

Ticket management is one of the biggest hurdles faced by every MSP. Your aim is to stick to the SLA, avoid lengthy phone calls and get tickets resolved as effectively and efficiently as possible. Try these hacks which will save you time and money.

Topics: Business DD Portal
2 min read

Mapping the road in 2019 for the modern MSP

By Warwick Eade on Jan 29, 2019 3:39:00 PM

 

Topics: Business DD Tech DD Portal product updates
4 min read

Wrapping up 2018 | Climbing the summit

By Warwick Eade on Dec 20, 2018 7:23:03 AM

 

The year is coming to a halting end with some fantastic wins by DeskDirector. Now you can provide the customers with the effortless service you have always wanted with our custom forms, DD tech, email templates, our new user-interface and OAuth integration. 

Topics: New Features DD Portal product updates Customer Success

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
5 min read

4 Concerns your clients have about your MSP – and how to address them

By Poorvi Jhawar on Dec 5, 2018 3:03:09 PM

The MSP industry is unstoppable, with the market size expected to grow to USD $527.84 billion by 2022.  According to the Harvard Business Review, 57% of organizations view IT as an investment that drives innovation and growth. The industry is only a decade old and filled with great and not-so-great providers. The exceptional MSPs are differentiating themselves by giving their customers compelling IT support options. 

Topics: Business MSP Success
2 min read

November Product Update: Improved engineer experience

By Poorvi Jhawar on Dec 3, 2018 11:18:17 AM

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. 

Topics: Technical Business DD Tech DD Portal product updates
5 min read

MSP's role in Business and Digital Transformation

By Poorvi Jhawar on Nov 21, 2018 1:31:25 PM

The word ‘transformation’ is quite loosely used in IT organizations or managed service providers. If you work for one or are have a related service or product you probably hear the word several times a day. For some, transformation is on the verge of becoming a corporate ‘buzz’ word – used and abused. It further confuses people when you talk about transformation instead of promoting a discussion.

Topics: Business MSP 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

MSP Review: What value does a client portal bring to your customer service?

By Poorvi Jhawar on Nov 12, 2018 11:07:40 AM

The MSP industry has shifted their thinking from wondering if a client portal is needed to asking what value it brings. LANcom Technology was a pioneer behind these radical changes. Hear what Priscila Bernardes, Customer Experience Manager at LANcom Technology, has to say about the value DeskDirector bought for her and her customers. DeskDirector has been a resounding success with LANcom, with more than 70% of their tickets submitted through the portal.

Topics: Business DD Portal
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
5 min read

Onboarding and learning problems solved through an MSP client portal

By Poorvi Jhawar on Oct 25, 2018 4:49:56 PM

 

 

Topics: Business DD Portal Customer Success
4 min read

How to set up an effective approval system through an MSP client portal

By Poorvi Jhawar on Oct 25, 2018 4:37:49 PM

 
 

Topics: Business DD Portal 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
5 min read

Desktop vs Web – which platform of DD Portal is right for you?

By Poorvi Jhawar on Oct 8, 2018 11:02:00 AM

Many clients ask us about the differences between these two platforms, and whether they should choose one over the other. The truth is, there actually aren't many differences between the two versions. At DeskDirector, we believe in feature parity across platforms. The reason we cater to different platforms is that all customers want to engage at their convenience.

Topics: Technical DD Portal Deployment
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
1 min read

Getting tickets approved

By Administrator on Aug 3, 2018 11:17:00 PM

If you are in the MSP game you will often have customers who want to approve certain jobs before they get done.

Somebody working for your customer asks for the job to be done but somebody else working for your customer must approve it.

This may be a cost control exercise in the case of causal and out-of-scope work or it may be a management discipline, like for account changes.

Topics: Technical
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
2 min read

Important update on Internet Explorer

By Catalina Ramirez on Jun 27, 2018 2:04:02 PM

We are freezing development for Internet Explorer. This means that in the coming months new features will be targeted for the modern evergreen browsers like Edge, Chrome and FireFox. Your users will have a great experience on Edge, Chrome and FireFox, the Windows client and the Mac client. Users can continue using Internet Explorer 11 but 'mileage will vary' and the experience will slowly degrade.

Topics: Technical UI development integrations important updates product updates Support
1 min read

New feature: Now you can filter specific companies in the Admin Console

By Catalina Ramirez on Jun 19, 2018 3:26:25 PM

One of the most requested features and significant pieces of feedback we have received from our clients is "The list of companies shows all the companies in my ConnectWise/Autotask, is there a way to filter them to the relevant ones?"

Topics: Technical New Features General Features ConnectWise admin console AutoTask
1 min read

Staff HUD Deprecation

By DeskDirector Team on May 24, 2018 3:45:45 PM

 

Topics: Technical DD Tech Support
2 min read

Introducing CSV Export Feature

By Catalina Ramirez on Apr 26, 2018 5:02:06 PM

 

You've spoken, we've listened. One of the biggest requests we get here at DeskDirector is for more visibility and reporting.

Topics: New Features product updates admin console
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

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