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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
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
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
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
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
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
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
1 min read

Three ways to log into the Admin Console Login

By Catalina Ramirez on Mar 9, 2018 2:51:29 PM

You can login to the admin console using any one of three intuitive, secure methods 

(1) Using your PSA account credentials
(2) Using a token sent to your mailbox
(3) Using your Office 365/Azure AD account


.
Topics: Technical Features product updates Support
1 min read

How to test if the ConnectWise API connection is working?

By Administrator on Feb 19, 2018 3:17:28 PM

Topics: Technical Connectwise integration
14 min read

Explaining Admin Console for DD Portal

By Irina Kavchik on Sep 7, 2017 2:46:55 PM

Catalina is our onboarding specialist and she handles most implementation calls. In this video she talks about setting up your DeskDirector instance and guides you through the back-end of the product. You will learn how to use and manage the DeskDirector Admin Console to provide the best experience to your clients.

[Video Updated April 05 2018]:

Topics: Technical
3 min read

DD Tech: Macros, Tabs, and More...

By Andrew Lahikainen on Aug 7, 2017 5:31:00 PM

Topics: Technical DD Tech Features
4 min read

Building a super quick console to manage your ConnectWise tickets

By Andrew Lahikainen on Jul 5, 2017 8:58:52 AM

 

You may have heard that our support team is moving from Zendesk to DD-Tech. This is awesome for our dev team because we get fast, consistent feedback and suggestions from our support team. This is awesome for you because you get features that are tried, tested, and bulletproof.

Topics: Technical DD Tech Deployment
2 min read

Bringing the web to the desktop

By Chris Le Sueur on Jun 26, 2017 5:09:18 PM

I’m sure we can agree that the modern web is huge, allowing people to access content wherever they have a browser. What is also huge, is the community and ecosystem behind it all.

Topics: Technical DD Portal development
4 min read

Design Discussion: Ticket Input

By Andrew Lahikainen on Jun 15, 2017 3:16:00 PM

 

DeskDirector Portal has been through many design iterations since its inception as a WPF app. In this article we will be taking a look at how our ticket input has evolved over the years.

Topics: Technical DD Portal Deployment
1 min read

New Feature: Additional Access in DeskDirector

By Catalina Ramirez on Feb 2, 2017 3:10:06 PM

With the release of our latest server version (Admin Console 17.4.1) we are happy to annouce our new feature: Additional Access.

Topics: Technical Features
4 min read

Process tickets faster and more accurately -Try DD Tech Beta For Free

By Warwick Eade on Dec 20, 2016 10:10:24 AM

DD Tech makes your life easier by allowing you to process tickets faster and more accurately.

The ultimate goal of DD Tech is to provide everything you need to live your entire day in and we need your help to get there. We aim for every interaction in DD Tech to be blisteringly fast and super simple so you can get on with the stuff that matters - helping your clients.

Topics: Technical DD Tech
1 min read

Changes to contact permissions | DeskDirector Blog

By Administrator on Nov 18, 2016 9:35:57 PM

With our 16.38 server release we're excited to announce our completely revamped contact permission system. The goal is to reduce the number of overall configurations you have to worry about. 

Topics: Technical
3 min read

DD Portal Core (Basecamp!) | Zero Footprint

By Warwick Eade on Sep 8, 2016 6:09:50 PM

 “There should be a simple and well-priced offering for the Portal alone”

DD Portal is the foundation of our new customer services strategy

DD Portal Basecamp edition will come with the features everyone uses at a price point most MSPs can afford. With zero footprint and zero deployment it is the fastest way to get DD Portal up and running. It’s a great place to start.

Topics: Technical
2 min read

MSPs Customer Portal - Finally Here!

By Chris Le Sueur on Jun 22, 2016 4:37:30 PM

As we announced in a previous blog post, we were busy working on DD Portal, the new electron-based Client Console. Now, we are finally ready to share it with all our clients. While some of you may have had a play around with the Beta version, now everyone can enjoy the wonders of a self-updating client. 

Topics: Technical Business msp tools
1 min read

Getting ready for ConnectWise 2016.4

By Catalina Ramirez on Jun 13, 2016 2:35:03 PM

The ConnectWise Codebase 2016.4 Beta is out, and in accordance, we are looking into how this upcoming release will affect our users. 

Topics: Technical
3 min read

Start Using Client Security and Filter Who Sees What | DeskDirector

By Catalina Ramirez on Jun 10, 2016 4:43:20 PM

 

Client security is one of our more quiet changes to the Admin Console. If you are already aware of the feature, great! If not, you should!

Client Security is the feature you should be using to further customise your clients DD experience. 

Available in version 16+ of the Admin Console, it will allow you to deliver a more filtered and customisable experience to your clients, as well as reducing the ammount of management you have to do.

 

Topics: Technical

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