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.
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.
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:
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.
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.
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.