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.
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!