ConnectWise PSA

Features:

Now your clients can:

• Chat with you directly from a ticket – Clients don’t have to provide all their contact details as your team will know who is asking to chat and the ticket they want to chat about.
• Approve work before it is performed – Allows you to determine what requests need approval, who can approve and even allow them to approve while on the go. All of this can be varied for different clients.
• Forms integration – Allows customers to fill in customizable forms for new staff member requests, new equipment requests, or support requests.
• Access personalized training content – Provide training, self-help and access to other web portals easily. This content can be easily customized per client and allows you to add value and differentiate.
• View Quotes and approve them – DeskDirector is integrated with leading quote solutions so you can give clients direct access to their quotes.
• View Invoices – With permission clients can access and open invoices. No more losing them in email.
• Securely auto login using active directory – Using Active Directory clients don’t have to remember a password to log in. Their contacts also get automatically created in ConnectWise Manage.
• Access their tickets from a mobile device – We even have a mobile web application you can provide your clients.

And your staff can:

• Easily start a chat with a client from a ticket – With the Staff Heads Up Display you can chat with your clients or they can start a chat with you.
• Know if your clients are at their desk – With the DeskDirector Client Presence feature you will know if your client is at their desk to take a call or chat, and what computer they are sat at.
• Instantly know how important a client is to your organization – You can see details about the user, company  and most importantly if they are a VIP.
• Find rogue and related tickets – With ServiceRadar you can easily find tickets that need to be looked at and avoid client frustration.
• Support multiple clients at once – Chat to and support multiple tickets at once using our familiar and intuitive interface.
• Add custom integrations – Speed up access to important other portals or dashboards by adding these as custom tabs to ticket sessions. This allowing you to show web pages with information specific to the company, contact, ticket or computer.
• Easily enter their time and improve on SLA’s – Entering time is easy and painless.