2 min read
Important Communication for HUD and WPF Users
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
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
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
‘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
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
Topics: Business DD Tech DD Portal product updates
4 min read
Wrapping up 2018 | Climbing the summit
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
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.
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
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
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
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
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?
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
Topics: Technical msp tools Support Product
6 min read
October Product Update: Quick Wins with a New Portal UI
Topics: DD Portal product updates Customer Success
5 min read
Onboarding and learning problems solved through an MSP client portal
Topics: Business DD Portal Customer Success
4 min read
How to set up an effective approval system through an MSP client portal
Topics: Business DD Portal Customer Success
2 min read
First Step on the Way of Creating a Dynamic Customer Experience
How 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?
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?
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)
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
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?
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
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
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
2 min read
Introducing CSV Export Feature
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?
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.
