ConnectWise Rolls Out DeskDirector for MSPs, VARs

MSP TODAY NEWS

ConnectWise Rolls Out DeskDirector for MSPs, VARs

By Erin Harrison

Service management software provider ConnectWise has rolled out a new application,  called DeskDirector, which is meant to give customers instant access to chat, tickets, quotes, invoices, training and other services, while integrating with ConnectWise Cloud.

The Tampa, Florida-based company designs software for IT service providers, value-added resellers, ISVs and MSPs.

The app, which is integrated with ConnectWise Cloud as well as on premise installations of ConnectWise, provides capabilities through a customizable desktop application that requires no username or password, enabling customers to easily login to a user-friendly portal that showcases the partner's own brand, according to Phill Claxton, co-founder of DeskDirector.

 “A customer service experience is only as good as the last interaction, so we want every engagement to be easy and enjoyable,” Claxton said in a statement. “ConnectWise partners have raved about the branded concierge experience we provide their clients and the mojo we give to their engineers and service agents. We are excited to finally extend the integration to all the partners asking for access via the ConnectWise cloud.”

Company officials touted several benefits of DeskDirector for ConnectWise, which allow for the following:

  • Secure and automatic customer login using Active Directory;
  • Logging and reviewing of ConnectWise tickets;
  • Integrated Chat capability directly from a ticket;
  • Approval of work before it’s performed;
  • Training for client’s staff;
  • Viewing of quotes and invoices;
  • Customized branding of the desktop application; and
  • Setup in less than two hours

With the DeskDirector integration, ConnectWise partners have a simplified process to provide their customers with access to chat, support, invoices, opportunities (with Quosal Order Porter Integration), training and remote control (with LabTech integration), from a desktop application that does not require login credentials, according to Jeannine Edwards, director of the ConnectWise Community.

“DeskDirector provides a customer portal experience that is valued by many ConnectWise partners and their clients,” Edwards said. “Now that many partners are moving to the cloud, we’re pleased to have the same integration that is provided to partners with ConnectWise on premise.”




Edited by Blaise McNamee

Executive Editor, Cloud Computing

SHARE THIS ARTICLE
Related Articles

Unifi Connects Employees to T-Mobile 5G Network

By: Greg Tavarez    9/28/2022

Unifi selected T-Mobile and Hyperion for a Managed Mobility program to give employees a personal 5G smartphone.

Read More

Teams Direct Routing for MSP Revenue

By: Gary Audin    9/27/2022

Team Direct Routing is a way to connect Microsoft's Phone System to the PSTN via an existing PBX, Unified Communications system, or a third-party tele…

Read More

End-User Privacy and Mobile Security Coexist in Q-Scout

By: Greg Tavarez    9/27/2022

Quokka believes end-user privacy and mobile security should coexist in a secure BYOD network and launched Q-Scout to provide proactive, privacy-first …

Read More

CrowdStrike Intros Partner Progam, Adds Elite Tier for Business Growth

By: Stefania Viscusi    9/27/2022

The CrowdStrike Powered Service Provider Program (CPSP) includes value-added solution bundles and is adding an elite tier to incentivize MSPs.

Read More

Escalating Ransomware Diminishes Organizations' Confidence

By: Greg Tavarez    9/26/2022

SpyCloud revealed in its "2022 Ransomware Defense Report" that 90% of organizations were affected by ransomware in some capacity over the past 12 mont…

Read More