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Everything you need to redefine your customer service

Ticket management
Reduce email Back-n-forth
ticket management
Self-service content center icon
Empower your customers for self-service
content center
Service customization icon
Customize service experience
service customization
DeskDirector tech support icon
Make your help-desk efficient
DD Tech
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Reduce email Back-n-forth
Custom forms icon

Custom Forms

Get all ticket information upfront with our native form engine. Since its launch we have had 77,000 form submissions in 10 months. 

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Service Request Types

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

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Real-time Notifications

Customers receive notifications every time there is change in ticket status so that they are well informed

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Ticket Edits

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. 

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Chat

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

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Broadcasts

Notify clients about critical outages through DD Tech, and make sure it is the first thing they see when contact you for support

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Effective Approval System

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

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Secure Passwordless Login

Users can securely login in using a one-time use token emailed to them.

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Sign in with Microsoft

OAuth is our latest login method for DDPortal, it allows end users to log in using their Office 365 credentials.

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Active Directory integration

DD Portal/Win uses Active Directory to identify and verify users. The logging in process is completely invisible to anyone already authenticated in AD. 

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Adding machine configurations to tickets

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.

Empower your customers for self-service

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Pop Up Video

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

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Content Hub

Upload content of your choice embedded in the portal for your customers to consume, giving your marketing team easy access to customers

learning-center

Learning Center

Share content links to educate and train customers about your service offering and get fewer tickets

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Bigger Brains

Train and educate your customers with an award-winning Microsoft Office course through DD Portal with quizzes to gage their understanding.

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Ticket Flagging

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.

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Add Note

While accessing their open tickets customers can easily add a new note.

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Attach Files

Customers can attach files to aid the help desk.

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Customer Close

If an open ticket is resolved, the customer can close the ticket from their end. 

Customize service experience

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Branded Portal

Design the portal which resonates to your MSP business, viewing you as their ultimate technical adviser when they need help

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Web, Mobile, Desktop – Windows and Mac

A responsive design helps your customers to reach out to you where they want to, how they want to without compromising on the experience

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Custom Domain

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

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Set VIP clients

Get to know when your ‘most important’ customers ask for support and get to them in priority

Quick-Ticket

Fast-Track

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.

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Avatar

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:

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Email Template Engine

Create unlimited email templates from scratch to suit your needs and branding requirements. 

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Timeline

Customers can see history on a simple timeline. 

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Desktop alert (Desktop version only)

Clients will receive a nice desktop alert when the notification is triggered. 

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View Quotes

For ConnectWise, clients have access to all of the opportunities that you let them see through Quosal integration.

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View Invoices

The clients of ConnectWise Partners who have been given permission can access and open invoices.

Make your help-desk efficient

time-capture

Time Capture

Concerned about unbilled time? Automated timers start, stop and insert time instantly, giving you more accurate billing

macros

Macros

Repeatable work can be automated and standardized, and procedures shared & consumed across the team

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Service Radar

Graphical view of old and difficult tickets helping your help-desk team to get to them faster 

chat-and-broadcast

Chat & Broadcast

Respond to chat requests or schedule a broadcast message through DD Tech for quick customer communication

What our customers think about DeskDirector

Give your customers the service they deserve Try DeskDirector today and see it for yourself!