ConnectWise Rolls Out DeskDirector for MSPs, VARs

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.”