Let's keep it short and sweet: did you know you can run DD Tech inside your ConnectWise Manage?
1 min read
Work From Anywhere
The COVID-19 crisis continues to evolve. You and your customers will want your people to work from home effectively. Many are working from home already.
Topics: DD Tech important updates covid19
1 min read
New Onboarding Center is Up and Running!
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
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
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
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
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!
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
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
3 min read
SPRINT UPDATE 6 - TICKET REPLIES, AVATARS, TICKET COUNT, DRAG & DROP
Here’s a breakdown of what we've focused on our latest Sprint:
Topics: Sprint Update
4 min read
Sprint 5 Update: New user account switching, notebooks in menus & more
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:
Topics: Sprint Update
2 min read
Best Practice: Setting Permissions for your Portal
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
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
4 min read
Sprint Update 3: New content publishing, branding & Portal shortcuts
Here’s what Sprint #3 added to and improved in DeskDirector:
Topics: Sprint Update
3 min read
Product Release: New Admin Console is out and about!
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.
Topics: News Product Release
4 min read
Notification system for your end-user portal and help-desk tool
Topics: DD Tech DD Portal
5 min read
New Admin Console, Sticky Broadcast, & More - Sprint Update #1
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.
Topics: Sprint Update
4 min read
Why is customer experience important for MSPs in 2019?
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.
Topics: Business Customer Success
11 min read
PSA life vs. PSA life with a Customer Experience Platform
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.
Topics: Business MSP Success Customer Experience
4 min read
How Top MSPs Create a Best-in-Class IT Ticketing System
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.
Topics: Business MSP Success
5 min read
6 Ways an efficient help desk improves your bottom line
DeskDirector came into being out of necessity – there were no easy tools available in the MSP Industry to help with customer service.
Topics: Business DD Tech Chat
14 min read
Improve help desk efficiency with DeskDirector
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!
Topics: Help-Desk Efficiency
16 min read
Service Customization with DeskDirector
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!
Topics: Service Customization
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.
