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5 Benefits of Using DeskDirector Support Portal

Posted by Irina Kavchik on Nov 8, 2018 1:02:42 PM

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Topics: Technical, Product, msp tools, Support

Desktop vs Web – which platform of DD Portal is right for you?

Posted 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.

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Topics: DD Portal, Technical, Deployment

How to Get More of Your Customers Using DeskDirector Portal?

Posted 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.

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Topics: Technical, Customer Success, DD Portal, Onboarding, MSP Success

6 Best Practices to Create your Service Catalog in DeskDirector (updated)

Posted 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. 

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Topics: Forms, Technical, Features, Customer Experience

Are you happy with DeskDirector support?

Posted 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!

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Topics: Technical, Customer Success, Support

Important update on Internet Explorer

Posted by Catalina Ramirez on Jun 27, 2018 2:04:02 PM

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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.

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Topics: Support, product updates, important updates, integrations, development, UI, Technical

New feature: Now you can filter specific companies in the Admin Console

Posted 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?"

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Topics: ConnectWise, AutoTask, General, Technical, New Features, Features, admin console

Staff HUD Deprecation

Posted by DeskDirector Team on May 24, 2018 3:45:45 PM

 

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Topics: Technical, DD Tech, Support

Introducing CSV Export Feature

Posted by Catalina Ramirez on Apr 26, 2018 5:02:06 PM

 

You've spoken, we've listened. One of the biggest requests we get here at DeskDirector is for more visibility and reporting.

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Topics: product updates, New Features, admin console

How to Test Out New Features in DD Tech?

Posted 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.

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Topics: Technical, DD Tech, Support