Take Full Advantage of Your Client Portal

Webinar: Top 3 Secrets of Your Client Portal 

HubSpot Video

DeskDirector Founder and CEO Warwick Eade demonstrates how to use your client portal to its full potential to increase customer satisfaction, improve tech productivity and see your margins soar. Take a deep dive into: 

  • The 10+ places that customers can open a new ticket 
  • How to design and utilize custom forms and inline forms effectively 
  • Best practices for implementing user groups for each of your clients 
A Sneak Peek

Top Secrets Revealed

My Tickets 2PNG
A Sneak Peek

Top Secrets Revealed

  • Empower your clients to open tickets however it’s convenient for them and give techs the flexibility to launch DeskDirector anywhere.
  • Streamline processes with custom forms that you can insert directly into chats and emails.
  • Get organized with user groups, approval chains, and curated documentation.

“…[These are] three areas or three secrets that you can use to quickly increase usage and decrease friction and make the experience with your customers as seamless as possible.”

Your Clients Will Thank You 

Discover how DeskDirector can help you use your client portal to boost revenue. 

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Video Transcript

Good morning from New Zealand, and good afternoon or good evening wherever you are around the world. I'm Warwick from DeskDirector, looking forward to giving you a bunch of tips and insights into our portal, and particularly, some secrets that I see that we use a lot, and our top accounts use, but some people don't use it, and you really should be leaping into. These are really easy to use, what I'm gonna share today, to make your customers use your portal more, to get more benefit out of it, and to make your life easier on the way through. Today, we gonna show you three areas or three secrets that you can use to quickly increase usage and decrease friction and make the experience with your customers as seamless as possible.


We're gonna show you 10 convenient places for your customers to open up a ticket. We're gonna show the deep link engine, that drives our portal anyway, under the hood, and how it's really easy for you to leverage that, to make it so that wherever your customers are, wherever your users are, whether they're on their desktop, on their phones, on your website, on their SharePoint sites, any messaging system, anywhere they can take a URL, we can get them to their tickets, we can get them to create tickets, make it really easy for them to use that. Then, we're gonna talk to more about our custom forms, and particularly, our inline forms. So, our forms are very, very powerful, not just best in class this is the best ticketing form system that I've seen. Very highly adopted. We have over 15,000 forms across all the systems and customers, but nowhere near as much adoption of the inline forms.

So not enough people know that you can start a ticket with a form so there's an onboarding form, ask all the questions, get them into the ticket, get them into automation, but you can also ask other questions, or if people email into you and don't use your form, you can say, "Hey, that's great for your email, but you really need to fill this form in," and then, put their inline in the form. So, we're gonna show you that. Lastly, a very new feature for us, but one I'm very excited, is our DD Groups, their service groups. They are a way of logically organizing tickets and users together for the benefit of your customers. So, we all have had for a decade or two, queues and boards where we organize tickets for our benefit and our PSAs, that doesn't change, that continues, but the groups are a way of organizing tickets for your customers so that back in the factory where the PSAs live, it is important to have level one, level two knock projects, but that really is meaningless to your customers.

Their logical grouping of tickets is management, human resources, procurement, line of business apps So if they have Salesforce and they wanna have, when they go into HR, they want to have just the HR tickets. They just want the HR people to see all the tickets, no one else to see across those. They want to have a service catalog that is for HR. If they have Salesforce, they wanna have a Salesforce, tickets about Salesforce. They just wanna see the service catalog for Salesforce. They just wanna see documentation for Salesforce. So really, really powerful way of grouping those tickets together for your customers. And it makes adoption a lot greater because you don't present a huge, complete service catalog for a company to every single user, and you can make that as broad or as narrow as you want. I'm gonna give a couple minutes for people to arrive, before we go into the demo itself, but I'd like to just make a few announcements and about some of the new stuff that's coming through. And let me run through that as well. Let's do the PowerPoint swap, and first announcement, and this is something we released in the last quarter. We can't make enough noise about this. We've had a Power Automate Connector for three years now, but we now have a premium connector.

What this means is that if you buy Power Automate, put your $15 a month down, you can go straight to the Microsoft Connection Gallery and see our connector and start running with your API. It makes distribution a lot easier. The third announcement's very, very directly tied to this, and that we can now distribute workflows a lot easier 'cause we know you have Power Automate. As a sidebar, we have upgraded the functionality, particularly around the new service groups, but also, we have a very, very strong ticket find actions. So, you can pick up tickets by state, by boards, by user groups, by their tags and then work with them. So really easily to create digests-based processes, whether their emails or workflows to work on them. Lastly, this little guy in the bottom right-hand corner is a small, but very important feature. Those that are using our flows will know that we've always had the ability to run off chats. So, the chat starts. We can run a workflow to talk to that chat or we'll take action. We have 14 different ways, Vince, that we will start a ticket automation, Power Automate Flow. For this workflow trigger, we've built into a server, a very sophisticated triggering system.

So, a bunch of rules based around all the criteria of a ticket state, time out of office, tax changing, state changing. And you can create these very, very, complicated and sophisticated composite triggers in the admin portal. And then you can have multiple flows subscribing to them. So, you have a single place to manage when things fire, and model places where we do work with them. Very, very powerful coming through. Second announcement is something I'm very excited about as well. We have been trialing with a few of our customers, a community site. We've chosen discourse, and we will release this in October. We have help, we have a Knowledge Base, we have a website blog, we have emails we put out, we have a ticketing system, but they all don't really cover that place to discuss how to do stuff. So, the Knowledge Base is economical source of basically our manual's ticketing portal, support or deskdirector.com, which we call DD4DD. You can log tickets and if you have issues or we need to point you to Knowledge Base, that's fine, but there's no way to discuss how we might onboard someone. When we should use another inline form, when we should upgrade stuff and there'll be a place here. You will get you overtake.

Everyone in this webinar will get that invitation by the end of the month, and we're looking forward to having a lot of discussions there. I know I've been enjoying it. It's a great, great place to just kick stuff around and see how we might implement what is now a very, very powerful service automation platform. Lastly, still a few months away, but we are trailing it. We have a solution gallery. The Power Automate premium connector because we are now in the Microsoft ecosystem. We can use the solution delivery, whether they live at power apps and flows, to deliver our solution. So, whether they be service recipes or full orchestrations, what will happen is you'll download a zip, you'll install it into Microsoft power to make flow solutions. You'll run a configuration flow and then you're running very, very simple. And the beauty of that system being a solution distribution platform, we can do upgrades. So, if we send you the teams to get discussion solution, or an assigned open tickets digest solution, and we decide to upgrade it, we can send that to you. You can upgrade that really well. That will be out by Christmas.

We have eight solutions as you can see, it's still very early and we're testing it out, but we'll be working on releasing. Really, really hard to get to 80, because that is the roadmap for the platform, so that you can tailor your solutions and tailor your service experience to your customers, however you want. If they want to wait three days or five days, or get tickets when it rains, you should be able to do that. You should be to do that through automation, but be able to start with our templates and then work off that. So, the other three announcements, hopefully, it's really exciting and keep your eyes open with that. We'll let everyone who have registered for this webinar know about that, so a bit of housekeeping for today, I'm gonna demonstrate off our demonstration's portal site, try deskdirector.com and you'll see me logged into there, but all the deep links that I show you, all the content I show from today will work for you. So everybody who has registered for the webinar, we've made sure there's an account for you on this server. Try the deskdirector.com. and we will allow you, if you use a deep links to that, I'm showing you in this webinar and we have a place for you to go get them, they will work.

So after the webinar, you'll be able to use all these links and try them out. We will, in the next few days, place all these links customized for your own server, and put them into your user portal and DD4DD. If you log into your account on our support side, and then you'll be able to use them there and copy them onto your website and SharePoint sites, email signatures. So you can, after the webinar, try everything was shown. If you're ahead of the game, you can do it while I'm showing as well. So given a few minutes for late comers to come, let's rip into it to remind you that we've got three areas that I think just underused by our customers. Firstly, multiple entry points to the portal, to tickets. Not just we wanna make sure customers just don't have to go and find the portal, find a ticket, find the portal, find request types. That's great if they know it well, but we should better give them single clicks from wherever they are whether that's looking at email, looking in teams, looking at SharePoint, looking at your website, there should be single clicks. They get to open new tickets to see their tickets, to start chats. And I'm gonna show you that today and give you a little bit of a Redux on how to do that. It's very simple. I'm gonna talk to you about inline forms in particular, how we can use multiple forms to break, make life easier for our users, make life easier for our techs. Get that information out of it. The forms are a fantastic way to get structured data, but they don't have to just be at the beginning of a ticket. And lastly, I just want to introduce a DD Groups, basically a service group away at logically, bringing your users and do and tickets together in logical groups, HR management, procurement line of business apps, bringing the tickets, the request types, approvals are scope for them and making them, we have logical groups of our support.

We can make that appear in our portal and then take the clutter waiver, everything else to get very specific in there. So that's when then we'll wrap up. So firstly, I wanna talk to you about deep link basics. So we've had deep linking now for about five years, it's deeply to use the pun deeply built into our systems. So we use it with our email. We use it with automation. We use it with our extension pages. We use it a lot under the hood and we have done to make it very easy to navigate to the portal, to go to tickets, to go to invoices, to go to quotes, to go chats, to go to particular forms, but the actual mechanism of it, the actual building it up deep things is really simple. And I can repeat this about four times the next few slides, but you can get a deep link to a ticket, to a request type to a form, to an approval page by three steps. The three what steps to build at first of all, the URL you create will have you a host. So HTP is your host deskdirector.com can be your custom domain if you have it, slash portal slash deep link, and then the command, if you wanna go to a ticket, if you wanna go to a chat, if you wanna go to a ticket and go to the approval dialogue, you just hit the command for that. So if I break out and just grab this link here, and the simplest, one of all is ticket list, and this is one that users wanna know about what am I tickets outstanding? So they can come into the portal. They can go into list tickets and they can find here's my open tickets. Or you can present in the internet a URL saying, Hey, do you wanna see my tickets? Or you can put this in your signatures.

You'll see that my signatures, if you get emails from me, it's just this standard string, nothing changes nothing's dynamic. And when I click on this, it goes through and it will open up the portal and find the ticket list and list my tickets. If I wasn't authenticated, it will ask me to authenticate and then bring me through to this and deep links, persistence authentication. And really that's a simple thing I wanna push in this first part of the webinar today is that when it comes to the learning center or when it comes to the webinar, our notebooks. So we've got all the content here under try to deskdirector.com. To get to here, you can log in and find this menu option, or you can send someone a deep link so that if I take that off screen, and then coming in here, you can see all the deep links I have here are available to you under the demonstration portal. So if you, what was in the chat, if you would have to run this link here from your end, you've got to go in, log into the portal and see DeskDirector secrets, and then all our content. And you'll see the first page here is all the links. So before bring up all the links that these are links, I'm showing you today, then also some of the other content I'm gonna show you later on. So all the content and information I'm showing you from today, are appearing in this notebook that were published into the demo portal. If you log in under your email address, you'll see this, but you don't even need to log in.

You just need to go through that link and it will fire up. So we also have ticket magic, which was our last webinar here and a pop the window in here the video of the last webinar as well if you wanna catch up that. That was focused on small changes that you had an outside different, small little things around forms you can do, but that's available to you as a sidebar and apply there are published using our one note publishing. If you're not using that, you're missing out pretty that the publishing of this is just as a OneNote notebook, that I've created all this content and popped it in and I published it into your portal. So all the links I'm gonna show you today, and DeskDirector a secrets and all the links, and you can try them out as well. So, and to get there, you can use the link that I've just dropped in to the chat. So very, very powerful. You can see tickets, you can go to content, you can go to simple stuff like invoices. So, you know, you wanna get paid. So you're going to want to if I drop into here, if you sent this in an email again, if you hit it on the internet, obviously when they get to the portal, they can pay this. But again, if they click this link, I'll go request the CRM voices. If you had connect booster, which show the connect booster implementation. The key thing here is that this link to build out really, really simple, just the host slash portal, slash deep link and command, the commander's invoices. But the last one we saw was ticket list. The one for content was menu. We would pick up this menu and go to that.

So it's very, very easy to go to anywhere in our portal. And I just wanna stress that this is 1, 2, 3, get your host name, put slash portal, slash deep link on it, and then just run the command. All the commands are in the Knowledge Base and the Knowledge Base is in that content that I've shared with you Another thing you wanna do is start a ticket. This is for potent tickets or if you have a lot of us have like onboarding tickets that are very specific to customers, so that, you know, first name, last name who's here. These I've see a lot of customers create onboarding forms for each of their customers because they have different requirements, which is brilliant and that's so we get to our 15,000 count, but that means that if you would be running a custom form for a client, you wanna make sure it's really easy for them to use. So what you wanna do is pop this... create a link to that form you've created and drop it into their SharePoint library, make sure that's available in their teams channels for HR. Make sure that's where ever they're looking, wherever they go to get their content or consume information, make sure there's a link saying, Hey, for onboarding a new employee. So maybe their HR website, their HR team, when you wanna onboard a new employee click here and behind that click should be this URL, and this URL is here. It's gonna go open up a form.

So again, I'm gonna come down here, show you that URL in action. That's got to go open up the portal and you get straight to a form. This case it's a self-help form where there could be an onboarding form. So we're gonna go through here. They haven't had to know where the portal is. They haven't had to know anything about logging into the portal. All they know is that all my internet or my team's channel, and I click there and I got to the right place. And now I'm in the ticket. You're gonna see that again and again, we don't care where they start if they need to be in the portal, if they need to work a ticket, if we need to get an answer, we wanna make it as easy as possible, as seamless and effortless. Let's leave that one behind no effort and make sure they get here to do the bits. We don't wanna make them have to think too hard, kind of close this ticket. And I'm gonna give it a five 'cause that went well. So really, really important than if you do, for instance, put effort into make a custom form for a particular customer that you create this URL and that you put do you put the URL in the places that they live, super easy to build host portal, deep link command. So very, very powerful. You can start a ticket just a little bit.

If you need help with that, if that's not simple enough for you and those that use our DD tech client and the top right corner, where it says copy, if you're on any particular ticket and go copy, we'll generate the deep link for you. So you could grab I'm working a ticket and I want a customer to open it and I'm about to send them an email, like a one-off email, or I'm gonna send them a message or a team's message, shared channels or slack. I can go to that ticket, go copy the deep link. And this is a deep link generated for you for the ticket that you run. So we can generate that for you and it's a great way to learn how to do that. We can also, you know, those that use our email. We know that we generate its same clients. We know that we generate all these links for you in our emails. So if you don't wanna have to think about this start using our email. If you're not using our email, you're missing out, it's MailChimp inside our product. It's a brilliant tool that allows you to dynamically seen really good looking designer, dynamic emails out to your customers. We can use Office 365 and SMTP. Now I met here relish We've got a very, very fine grain event management. So when you see notifications based on events and status changes a lot of control there, but we do build out the links for you.

And we can build the links, you just put on a links to tick dot ticket and it will build it out for you live as well. So a couple of ways that we can build these things for you and to get it head start under this to see what it is. Also, we can send email, we'll send temporary access tokens out. So if you choose to, you can send, Hey, if you click on this link email with an hour, same deep links we have, you'll log straight in, very powerful. Anyone who's using our chat. Anyone who's embraced our chat should know this link well, this is go straight to chat. So again, this, you changed this host out for your own host. Everything else will be to static. This should be on your website. There should be in the SharePoint libraries of anyone who has that you should be in your email signatures. What this will do here if I come down to my website again, and I click on this single click flooring at the portal, and now I'm chatting to technician. I have a problem. I'm not sure what I wanna do. I don't know what it is, but now I go here and now I'm starting a chat and the tech will pick that chat up and we'll run. We don't use again didn't have to come to the portal Didn't even know a portal existed. They know they had a problem when I talk to you that link will send them there every time, no matter where it is, and that could be on their phone, that can be on their tablet.

That doesn't matter where they're browsing, where that link comes up. Important point too to remind you that we run on all platforms, we run on windows. We run on Mac. We run on web. We run on phones. This will ring her up brilliantly on a phone or a tablet as well. So if you're using our chat, you should work out what your host is as slash portal slash deep link, and then add the command name equals pre ticket chat. And then you're good to go. Again that content is sitting in the tri portal down here, and we'll put that into your DeskDirector portal. User portal this week. So very, very, very, very powerful way for chat people to get into in a chat. So obviously a common one is if you previously had a ticket. We can also chat directly to a ticket. So this one here you'll need to know, have some idea of what tickets you wanna send to. But if you've seen here again, post portal, the command here is this ticket ID, and I want to chat it.

So if I go down here that will go open this ticket up and chat the ticket as well. So I'd be in the portal, find that ticket I'm gonna chat. So I've found a new chat here, opened up this ticket, and I can start chatting away if I leave us 10 of abandoned. So can I get help. And the chip and the tech come in here as well. So that's great to a ticket as well, straight to the chatting in here, they didn't have to find the portal. Didn't have to find the ticket that does just link directly to this link as well. We send these out with, this is an email system. When we see a chat button for a ticket, this is always sending out behind the button. Is this URL here with the ticket ID and check. This action here, where it goes to chat, that action can be opened, can be reopened, can be approved, can be approved or denied. We can have seen it's the approval dialogue, or we can actually just approve it silently.

So we can have a link in the email that says approve us and just certainly approve it as well. So again, very, very, very, very powerful way to go. So there's in the content, I've got the deep link page. If you go to help deskdirector.com and type deep links, you'll see the page there, run it through. You can run ticket, feel free to ask us from and tickets. But this stuff is really, really easy and really, really powerful. And again, these links should go on your website. These links should go into the appropriate to your customers under the SharePoint site and to their teams channels. And, you know, you should stick this on your email signatures. So, Hey, click here. This is where you see your current tickets. This is where you can log a ticket, have that through. So I think at that point, and this is just a small, but very, very underused feature is that we use deep links everywhere throughout the product. That's where we get all a single click actions that are available to you, and you should be distributing them early and distributing them often to your customers. Like to finish up on this part of the section of it was something pretty cool and that is where you came. So, what I've shown you so far, I think it's very easy. It's just stringing just, you know, crafting up a URL, put it behind a button if some HTML to be clever, or we'll put it into a link into a SharePoint site, but you can also link automation.

So, if you have Power Automate buy the $15 to Microsoft, you can automate this and you can have it so that automation starts and then they open up a ticket, then open a new automation and then go to the ticket you've just created. So a really good example of this is Power Automate on the iPhone and Android has this big button mode. So click single click starts for a flow will appear like this on the iPhone. And if you click on the portal, let's see if I can put that up there hopefully you can see that, you can click that and what we've got is just a straight Microsoft flow behind that. I'm gonna click on that, and this is a great way to get added value to a very important person. I mean, a very, very important person. Those five figures a month managed service account. Give you a syllable guys. This that you'd want to something I am important. They click on that button and we're gonna run a flow and it's gonna go away and use that automation to ask them for some information. This is just flow here. What's your problem? I've got Excel problem. Do you need me to call you immediately? Yes, I do. What should be a contact number? This number, put it in. That starts a flow running.

That's using our Power Automate connect and how to create a ticket, but the cool stuff's happening now I've got a notification back from Power Automate, and it's got this link click here to see your ticket. There is a deep link that we've created to the ticket. We run on iPhones, and now we're gonna open up that ticket. It was a fight on when I did this. They're gonna open this the ticket on the iPhone, and there is use it they can type away. I cannot add up. Yeah, well, I'm stunned by the amount of six-figure and seven-figure execs that can't use Excel, but that's a but editorial. So what happened there is I started from my flow from to just using our power, to make connect they created this ticket, but I sent back a deep link to the ticket itself. And so we finish up, we start from a single button and we finish up in the ticket as well. You cannot make the simpler. And if you do this well, no one will touch you. There's no other MSPs that got to do this for you. You can really, really tailor very, very white. If you're doing white glove, you should be doing something like this. Similarly, down the bottom there, you'll see that you've got the same machine. I've got a full text.

You can run one of the cool things about flows as they can. And phones is they know where they are. So this case I'm gonna use, create a ticket. They get when they go on site, the Tech's gonna click the bottom button called record my current location activity. Hey, what's happening? I'm sorting out a site visit doing some issues. Is it chargeable all Shorters? This is all just really basic flow. And we're going away gonna create a ticket or we could update a ticket, but we're gonna seem back in the notifications. We're gonna send back a link to the ticket itself. And this is where you start to get really powerful set up the ticket, clear the information, but send a deep link back into the connections that happen. You'll see that all the location details of the year, all the answers are in there. And by using the location, you can work out who the customer is and then log the ticket against them. Really, really easy. It gets even better, remember, this is all just personal phones. So personal accounts, we can actually just have a location. There was a location trigger for flow so that we can actually come through and instead of the button triggering it, we can just have a editor region. You'll see that big map comes up. And basically, this flow, if I go within 900 meters of this dot, it'll trigger when I go into that area, and it'll trigger as I go out of there.

Again, if you've got a large client and you've a lot of techs going there and multiple times regularly, and you wanna capture all those events, you can sit this up here and you can use the automation to generate that, just to those orange bars there are us. And then you'll see these deep links created and we just seen it back with a red bar there. That's just a standard flow action. Seeing that notification back with that deep link. So, I'm clicking straight into there. Remember you can deeply get a tip to the take as well. So that's sort of a lot of simple stuff. And then some really cool stuff. It's gonna bring us to the round us up on the deep link side of it. And hopefully you got a feel for that. You can users don't have to know whether the portal is, don't have to log in, don't have to go through the requests catalog, they can, if they choose to, but we can also guide them with single clicks and the places that they live. And in the same style I'd like to talk about in line form. So, we created 15,000 forms in our system. Most of them are designed to start at the beginning of a ticket. They're amazing.

A lot of them are built around onboarding, off boarding, catching some great information, but what a lot of people miss out is that is you could get multiple amounts of value if you use inline forms, if you're aware that you can put the form and the ticket in the middle of the ticket, so that we're all familiar with that you can start a ticket here. If I go into the support catalog and I pick out a user account and I can go onboarding and I will get a form and I generate this and I can get nice information out. But what happens if someone just emails something in and you can go here? So often you get a customer going here so that's fun guys there, and they're gonna go, hey, I have a new employee and I have... let me grab that. I'll put a little bit of information, but not a lot. So, interview by email, you get something like this. And that comes in here. That's gonna create a ticket, a really, really basic ticket. And that does not the customer not being helpful. They would use the form that was in front of them. But they're just saying, I wanna get in the queue. I'm really busy. I wanna make sure that's happened. I wanna make sure that this ticket appears inside my portal, but they haven't used your form. And this is troubling because you've never got this beautiful form, but they have not used it. So wait for that to come through. So this new employee open nine seconds ago, I have this information and it's got this beautiful form of they haven't used it.

So what we wanna do is this, is we wanna go, Steve, he's most edgy tech. He's gonna go this annoys him. He wrote the form, but what he's gonna do is that he's gonna go, thanks Beatrix not helpful. We didn't use our form, but he's gonna to go here, request more info. And he's gonna go click onboarding form. And it's gonna attach that in. And let's say, I've got to update that form. And it's gonna appear on the timeline. And if I go back to the Beatrix, she's gonna get an email notification saying, Hey, there's a form for you to fill out. And so here we use deep links again, this is just a standard deck that you've seen before. She's gonna click on that and it's gonna open up, the client's gonna open up the ticket and go straight to the form and now we can fill out the form so we can do this all the way through. So at any time anyone doesn't want questions or extract information from the customer, we can do that as well. So they can a deep link all the way through and submit that. So a nice thing we can do as well within lifeforms. You'll see that we've seen an email on here. A lot of people I see, and we have the same issue ourselves with my MSP. We have one, it was some very, very lots of information to grab, but the one it's a very large forms and you want to, you know, they can be deteriorating if you see 20 to 30 questions.

So what you can do is have with the nine forms you see here, I put a form in the middle of the ticket. Didn't start. I can do that again and again. And I can do some clever stuff like this, so I can run a workflow that ran... This service has got a notebook computer, and I'm gonna get a form sent back to me saying, Hey, there's a notebook computer form. So specifically that will come through. So if I do that again, create a ticket here, use it onboarding, come through here. Kind of that again and then what you'll see is that we have a trigger, let's say that reads use existing equipment, and you will have seen in my demos, sometimes we can have a next page that shows a user existing equipment, or I procure new equipment.

So I'm gonna a new equipment notebook based on that. I've got a workflow. That's gonna go through, read this form and then put form after this, asking me about the notebook. So the great thing about this is that the imperative of the reason why people are emailing stuff and not using our forms because they wanna get things done in a hurry. When they see a large form, that's a block for them. So let's give them a very short form to put it in. And let's just wait here and wait a few seconds for the floater run through. And then we'll see, oh, my workflow that I've run has read this notebook. Remember our workflows can read every single answer you put in a form, every question you ask, the answer is read. I've read it. And we seeing like this, Hey, you're buying a notebook. Cool. Here's another question.

If I'd gone desktop or we've got a desktop form. And so you can through the lifecycle of a ticket, keep sending forms, and that could be manual. And from DD Tech, that can be automatic through our workflows. There could be a combination of both, 'cause remember we have tagging, we have tagged triggers now, so that you could have it. You could choose to have a tag called a new notebook, the same flow that edit notebook form there could look for that and that we'll see that tag and that will start a workflow. And then that will put that form in there as well. So I'm showing off two things here. One is automation, the way it can read forms, deep links to the forms itself, but also the fact we can run multiple forms on the way through. You can ask questions again and again, as the ticket evolve, particularly for complex questions or, and obviously the canonical cases the HR onboarding and off boarding where you've got non-technical not a very technical ticket, but absolutely one that can go wrong if you don't find out, do they want screens? Is the name correct? Are we just using the standard email convention?

You get that wrong, small mistake, really hard to unwind. So you want them to use your forms, but you wanna make it really, really easy for your customers use the forms and you make them that way they want to, 'cause it's not hard. So a little diversion into inline forms, really underused, easiest way to start them is just to go into our tech client and click them and just request more info, put them in there. That's really, really simple way to start with them. And then you can use automation if you wanted to like push on you there. And those automations will appear in our solutions gallery. So I'm just showing you the incomplete action. So very brief emails. Someone sent an email through new employee. We'll put a form in there. Some other things you can do and just in the workflow, you may wanna use it for irreversible action.

So let's say I'm running through, and I want to get to do something reversible. So, I've got a macro and here in this, I'm running through a ticket and I'm about to wipe a machine and it's reversible and I wanna get the okay from the user, I can add a form and ask them information so I can put, I've got... so we can have like a sign off standard sign off here. So, and then go through and then add in the form that ask them that information. Like, do we want to continue? Or is this okay? Is this what we need to do on the way through? So I was gonna jump on this guy here and see if it's there this guy here, irreversible process say, let's put that form in there. Let's put a note in there and say, Hey, we've got something irreversible. So we can put something like a irreversible actually gonna happen here. Create a note for that and then the user will get that on this ticket. They'll get this form saying, Hey, do you wanna continue? Just some generics, just adjust the check when you need to send any check, again, really lightweight way of just using the inline forms all the way through to ask questions as you need to go through and get them in the record as well.

So put that in there and now I've got here more information needed. This is not reversible. Do you want to run this? Is it okay? Do you want proceed? Do not proceed. I have a question. How hard or have you backed up? So we can just check in with the user. So we haven't full approval system for regular approval, but you can say like chick ins may be like I use struggling? Do you wanna continue? Haven't heard from you? You can just put little questions on the way through, keeps the dialogue going and particularly in the first day or first couple of days of a ticket, it's a really good way of giving them breathing some life into the ticket as well, giving it some color, as opposed to just saying how we've got it and we'll get around to it. So that's inline forms, really a great way to... if someone doesn't use your forms at all, it's a great way to check in with customers on the way through, do sanity checks and also a great way to break up large forms on the way through and make it feel like tickets got a pause without much work.

So the third thing I wanna show you today is I've showed you deep links and automation to get through, to make it super easy for your customers to get to forms and tickets, to create them and see them. Showed you inline forms to get structured information. You can ask your customers and users questions at any time throughout a ticket as many times as you like. Last thing, I wanna show a little bit, just talk about Service Groups, which are new to the product. And I think a big breakthrough. I think we all know the power of boards and cues and our PSA, but we don't have anything like that for our users and customers. So have level one, level two, knock project team, boards. We know the power of organizing tickets yet. We show our tickets to our customers pretty much in two buckets. One bucket is your personal tickets the other bucket is everybody's tickets. But the truth is that organizations have quite structured, quite a lot of management structure and the interaction they have with us is the same. So we allow you to create on the user site for each customer, accounts group, HR group and implementation group, management group.

So the two most common one are gonna be management and HR, HR for your HR tickets, management for those C-level tickets with that only they should see, like, as you expect groups, just a amalgamation of where users meet tickets. Nice thing about this if you aren't on a group, you don't even know it exists. So the management group here, the guys at management would see it. The rest of the people who aren't a management wouldn't even know it exists. Don't even know the tickets exist. The people in HR, you can have tiers of users, line managers who put onboarding tickets then would see their own tickets, HR people, and see your management would see everybody's tickets. So just a logical way of grouping tickets. One thing I wanna make clear, we don't touch or affect the way your boards or states or statuses. That's the back in the factory, back at your PSA. That's running exactly how it did before. This is all on top of it and all does for the benefit of your users. You can see it in our take portal, but you can, it doesn't affect your, any workflows you have will still run untouched unchanged. So the superscripts logical way of organizing it, we made it so that users can self-service it, you set it up and you see a manager, so your customers can add users in and out on their own without you having to manage it. Very important feature we made sure that each user group name its own service catalog. So if it's an HR service group, we should just have HR tickets, the full service catalogs available, in the top of the group but for the HR, we should just see HR service catalog.

Same with management side of it. We scope approvals to the group and this is a feature has been asked for a long time. Once you get to a customer, sort of gets close to a 100 employees, sending approvals to everybody gets tiresome, and it doesn't work that well. We have the ability now to scope the user groups are to HR. You could use groups for all sort for regional. So you've got a Northern office and a Southern office. You could use that as well, and just makes the approvals only go to the people in that group that are relevant to that. And lastly, our notebooks, the notebooks I showed you earlier, we can have a reporting and document library specific to that group. Very, very analogous to Microsoft Office 365 groups. And you can put content in here that specific to this group, whether it's a daily report of all the tickets they do, whether it's a daily report, whether it's just self-help material, you can have choose to drop a notebook in there that publishes them to just those people and keeps them informed.

We strongly recommend putting some examples out. Did you run a management group for all your clients? And you run your monthly and quarterly board reviews ahead of that. So people can see that. So the groups are very, very powerful. Just a quick look at them in action, you'll see, I come down into here. You'll see the tickets now up here, we come down to this guy here. You'll see, they just disappear as groups over here. Again, if I'm not management, I don't see it. Because I'm an HR here, this disapproval here is an HR for approval tickets. The approvals to go out for other groups will go elsewhere. When I go new ticket, I see a very, very truncated service catalog, just focused on HR stuff, cringles or scoped. I can manage users on the way through so I can change the role and I can add and remove users that belong to this group. And then down here, you'll see in the management group, if I choose to, I can add another notebook.

So in this case, I'm in a management notebook on a lot of information. This is where one of my KPIs around change management run reports, show information on the way through like we have service that will show a daily digest of what open tickets and running, what are closed. And we can update this automatically through workflows. These will be appearing in our solution gallery. So that's a little introduction to user groups. I think they're gonna be a huge feature for us. Certainly the users wanna have this. They wanna have some order and the way they see the tickets, they wanna scope who sees tickets. They wanna scope who sees approvals.

They also have service catalogs that are meaningful for them. So you could have, these groups can be functional HR management. They can be regional, north office, south office, and they can be temporary. So you could set up a temporary project orientated. So if you had like a project for a few weeks or a few months, you could see a group of vital users to run the project. This could map a project in a meaningful way to your users. So rather than a one big project board, you can actually create the user group here, create those tickets in here again, your back end just runs like your PSA back in runs out runs, but here we grew up in a logical way for your customers to go there. So that's a new feature. We really think what would it to adopt? It's one of those if you lead into it, your customers will love it 'cause they'll get some sense out of that your service. They'll get security over no more offline tickets.

And please have offline this person, but I'm emailing you 'cause I'm not concerned that they might see this ticket. Very, very nice control of tickets over it as well. And just put your customers, you know, one of our underlying tenants is that our customer should feel that they're talented and in control on the process and that does it for us. So coming up on the hour, and I'm just gonna wrap up a few things and repeat. So we started today with look at some questions if I can get to them, if not, we'll get to every question offline. And we'll get to you and respond to you as well. The Power Automate premium connector is released. If you have Power Automate, you can use that. And it is very, very powerful. You can create tickets, you can create forms, you can get about 20 different events. You can create a very, very used workflow events out on the server.

Very, very powerful, really encourage you to buy it. And then once you buy it, once you but Power Automate, could you connect to going and then get on the discourse community site. 'Cause that's, I think where the most of the conversation is gonna be, 'cause that's where the gold lives. And lastly, we are gonna have a solutions gallery. We can start showing you this stuff, templates for the staff at hand and working solutions around that by Christmas. That's pretty exciting for us. Next steps from here, you can log in at HTTPS, try@deskdirector.com. That is where I've been demoing off. If you use the same email address you registered, that will work, there is this will appear. This guy will appear. We've got our notebook down here and all the content will appear it. Then I've showed you here, including the videos they're very cool video for iPhone and other information and the knowledge, and there's this page of knowledge-based links. We'll be updating that too, with the video of this webinar and here as well. And then lastly, the next few days, we'll have a custom notebook appear in a management group in your DD4DD that's support.deskdirector.com website. Just to give you the content here, but also give you a feel for how user groups could work. We're using them for you.

And lastly, some of features, if you're on dynamic, on gold and or platinum, all these features are to non for you. Other attendees may not have these. We're gonna from Monday, turn on all the features for everybody for 14 days. So everything will work. So everything you have here will work for you on the way through. So look like to thank you for your time. Really appreciate you coming out an afternoon. I know you can it takes a lot of effort to find time as an MSP. One thing is one universal law of MSPs I find every can I talk to a lot is that they are always very, very busy. I really appreciate your time. I hope to see you on discourse discussing some of these automations and deep links, but I really strongly recommend you lean into the particularly the deep links and the inline forms. They're very, very easy to deploy, and they can really leverage it. They really, they are pieces that will really the right click on the right place that gets the customer to where they wanna be is a huge win. It's a small thing that has a very outsize benefit.

And I encourage you to lean into that log some tickets with us if you're not sure, and we can show you where to go, like to thank you very, very much. I'm really excited at this. I'm really excited to see how this rolls out with the new automations and the new user groups. I'll just wrap up. Thanks very much, guys.