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How to manage tickets in DeskDirector?

Posted by Poorvi Jhawar

 

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!

Things to remember:

  • You have your Portal, Admin Console and Tech credentials in your email through which you can access the demo instance
  • We have set up 3 contacts in the Admin Console which you can find under:Admin Console --> Search --> Contacts
  • The 3 demo contacts are: Al Alt, Bill Mott and Bob Ford which you can impersonate by clicking on this
  • All data is immediately deleted after your trial of 7 days 

1. Setting up Request types

Request types are used by end-users to submit tickets. It is almost like service catalog your users see when they come to the portal to seek support. Clients can easily provide the information the MSP needs from them, so that they can resolve issues faster and more efficiently. This system is designed to replace ConnectWise's Portal Types and our previous Request Types engine and can be used by Autotask partners.

This helps in creating ticket categories and helping your clients to identify their problems faster. 

Eg. A customer wants to send a new employee request. See how it would be easy for him to request support. 

 

Learn to create request types

 2. Custom Forms

DeskDirector Forms are a fantastic way to collect all the necessary information needed by asking the right questions upfront. In the past 10 months, there have been 77,000 custom form submissions by end users. Your technician will have all the information they need to solve the issue without the need for an expensive phone call or lengthy emails. The forms can be customized completely as per your needs and support your request types to categorize tickets. 

 

Create your own custom forms

3. Ticket edits

Giving your customers control with the portal. Not only your customers are see your ticket progress with status change they can also close and escalate the ticket under urgent circumstances. They have the FastTrack option to get critical issues solved and the ability to close the ticket once it is solved. 

Set up FastTrack

4. Chat 

Give your clients an extra channel of support - Chat. They can initiate chat when they are looking to get quick support. More often than not, your techs can help your clients under 5 minutes. These are quick wins leaving your clients satisfied with customer service. Here is you can use chat to help customers:

Use Chat 

5. Broadcast

A normal day in support is stressful and when there is an outage your inbox is overflowing with phones ringing off the hook. Use broadcasts to send out a message to your clients so that they are informed together. Not only you get fewer tickets, your customers are also informed at scale. 

Send Broadcasts

6. Time capture

 

Getting your techs to do time entries is no easy task. Incessant reminders are sent out to techs to collect their time entries and they are often not accurate. We turned this manual process to be automatic with Time Capture in DD Tech. 

Automate time entries

DeskDirector Portal and Tech are two big pillars of customer service. You will be able to access all of the above with your demo instances. To know more about how DeskDirector fits your MSP business book a call

Have A Chat With Warwick

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