Get all ticket information upfront with our native form engine. Since its launch we have had 77,000 form submissions in 10 months.
Instantly understand their support problem by creating service request types so that your customers can choose from a given list instead of describing the problem
Customers receive notifications every time there is change in ticket status so that they are well informed
Customers can escalate tickets with Fastrack, Flag for a later review, add notes, format text, attach files and links or even close the ticket if the issue is resolved.
Customers can initiate chat to create a new ticket or to get prompt response for an existing ticket. Every chat conversation, is an expensive phone call avoided
Notify clients about critical outages through DD Tech, and make sure it is the first thing they see when contact you for support
Expedite approvals without any emails - customers can view the request types, quotes and invoices and have the option to ‘approve’ or ‘deny ’ the request within the portal
Users can securely login in using a one-time use token emailed to them.
OAuth is our latest login method for DDPortal, it allows end users to log in using their Office 365 credentials.
DD Portal/Win uses Active Directory to identify and verify users. The logging in process is completely invisible to anyone already authenticated in AD.
DD Portal Windows can read information about the computer and write that information into the ticket. This allows us to automatically attach configs to a ticket.
Teach your clients to use the portal or introduce your MSP business with a pop-up video when they sign in on the portal for the first time
Upload content of your choice embedded in the portal for your customers to consume, giving your marketing team easy access to customers
Share content links to educate and train customers about your service offering and get fewer tickets
Train and educate your customers with an award-winning Microsoft Office course through DD Portal with quizzes to gage their understanding.
This gives your customers the ability to Flag a ticket for review or followup. The activity created will have their notes, be associated with them and assigned to the account manager for that contact, or default member of your choosing.
While accessing their open tickets customers can easily add a new note.
Customers can attach files to aid the help desk.
If an open ticket is resolved, the customer can close the ticket from their end.
Design the portal which resonates to your MSP business, viewing you as their ultimate technical adviser when they need help
A responsive design helps your customers to reach out to you where they want to, how they want to without compromising on the experience
Allows you to customize DeskDirector’s given domain from “YourCompany.DeskDirector.com” to “YourCompany.com” or “EasyToRemember.com” This is the ultimate way to white-label product to your customers
Get to know when your ‘most important’ customers ask for support and get to them in priority
If a ticket needs to be dealt with sooner, the FastTrack option can escalate the ticket. Their ticket will change to a priority of your choice. You can select which contacts can have access to the FastTrack option.
Add a personal touch to your MSP customer service. As an engineer you can upload your image from admin panel and your customers can easily add an image through setting menu:
Create unlimited email templates from scratch to suit your needs and branding requirements.
Customers can see history on a simple timeline.
Clients will receive a nice desktop alert when the notification is triggered.
For ConnectWise, clients have access to all of the opportunities that you let them see through Quosal integration.
The clients of ConnectWise Partners who have been given permission can access and open invoices.
Concerned about unbilled time? Automated timers start, stop and insert time instantly, giving you more accurate billing
Repeatable work can be automated and standardized, and procedures shared & consumed across the team
Graphical view of old and difficult tickets helping your help-desk team to get to them faster
Respond to chat requests or schedule a broadcast message through DD Tech for quick customer communication
Work on a tool solely dedicated to solving tickets without the distraction of any extras within your PSA - ConnectWise and Autotask
Develop efficient technicians from the start. All they require in a user-friendly platform with no distractions of a PSA.
All data seamlessly syncs with your PSA - ConnectWise and Autotask. Your technicians have access to updated ticket information on their finger tips.
Once our clients used DeskDirector, we instantly differentiated ourselves from others and started winning new business.