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!
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.
Here’s a breakdown of what we've focused on our latest Sprint:
We've been a bit quiet on our sprint updates, but we're going to be bringing them back again. You can check out the release notes for the previous couple of sprints to get an idea of what's changed.
Here’s a breakdown of what we've focused on in Sprint #5:
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.
This article will help you streamline all tickets coming through from the DD Portal and help your team to improve help-desk efficiency.
Here’s what Sprint #3 added to and improved in DeskDirector:
We’ve been working hard behind the scenes on our new Admin Console, and we’re happy to announce that it is out. The new Admin Console is easier to use, faster, and comes with a lot of new features.
We here are at DeskDirector work very hard to revolutionize customer service for your end-users. This often means - a continuous improvement of the product. This sprint update we show you the new intuitive admin console which will dramatically reduce your set up time, sticky notifications to make sure all your clients are informed of the critical messages and other massive improvements to make you and your help-desk team more effective and efficient. See how DeskDirector further empowers your PSA - ConnectWise and Autotask.
Customer experience includes anything that can leave an impression on a customer – support interactions, your website, and account management, etc. Most of the interactions that shape the customer experience for your MSP practice happen at the help-desk level with your IT help-desk ticketing system.
According to this report in Datto, standardization of services is the third biggest pain point in the MSP industry in 2018. Your PSA - Connectwise Manage and AutoTask is the backbone of your customer service, but it comes with limitations. You can provide a standard customer service by the industry norm, however with a customer experience platform you can elevate the experience to award winning.
Efficiency plays a key role in managed service provider (MSP) profitability. Without repeatable processes in place, it’s difficult to manage incoming service requests, train new techs, and scale your business. Top MSPs invest in a PSA — like ConnectWise Manage or Autotask — to gain a robust IT help-desk Ticketing System that centralizes and streamlines service requests.
DeskDirector came into being out of necessity – there were no easy tools available in the MSP Industry to help with customer service.
With full access to our demo instance, you will be able to try all our features below. This is a great way to dip your toes in the water and see if DeskDirector is a good fit for you. Over here, we take you through a step by step so that you can set up the instance the way you want!
With full access to our demo instance, you will be able to try all our features below. This is a great way to dip your toes in the water and see if DeskDirector is a good fit for you. Over here, we take you through a step by step so that you can set up the instance the way you want!
We will stopping support and development on HUD and WPF products starting from the 1st of July 2019.
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?
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.
‘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.
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.
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.
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!
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!
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.
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.
