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.
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.
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!
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.
Catalina is our onboarding specialist and she handles most implementation calls. In this video she talks about setting up your DeskDirector instance and guides you through the back-end of the product. You will learn how to use and manage the DeskDirector Admin Console to provide the best experience to your clients.
[Video Updated April 05 2018]: