Echo

Today marks a pivotal moment as we officially launch DeskDay Conversational Service Automation (CSA), out of beta and into a broader Managed Service Provider (MSP) audience. 

Our first stable release of DeskDay CSA will be available from today. This release marks a significant milestone in our journey, closely following the successful deployment of our alpha and beta versions. 

What’s new in this release?

Our latest update focuses on refining our platform’s robustness with essential bug fixes and stability enhancements across all components. We have also updated our UI to ensure a seamless user experience. 

From concept to release 

In an industry cluttered with outdated PSA tools that aren’t cutting anymore, we saw a void—a deep need for change driven by the actual pain points of MSPs who were stuck using only a fraction of their PSA system’s capabilities. MSPs were drowning in a sea of complexity, managing a slew of third-party tools that could have created a seamless support experience but instead added to the chaos.

The ever-increasing ticket call volumes and the complexities of email interactions have only heightened the need for a platform to navigate modern business needs, ensuring operational continuity, resource efficiency, and a heightened user experience.

DeskDay’s journey from an initial concept to a fully functional release has been rapid and exhilarating. Over just one year, we’ve already started transforming the traditional PSA landscape into a dynamic, conversational, and customer-centric environment tailor-made for today’s MSP needs.

Features that set DeskDay apart

DeskDay CSA is not just innovative in its design—it’s revolutionary in its execution. 

Here’s what makes our CSA a game-changer:

• World’s first chat-based Service Desk: Real-time support with a chat-first approach, reducing response times and increasing customer satisfaction.

• First ever built-in multi-channel ticketing experience for customers: From Microsoft Teams to mobile and desktop apps, DeskDay ensures that MSPs can reach their customers on their preferred platforms.

• Advanced service quality assurance and reporting: Continuous quality assurance through comprehensive analytics that allows MSPs to monitor and enhance their service delivery.

• Real-time announcements without a pre-built contact list of customers: A broadcast system that notifies customer users instantly on outages, scheduled maintenance, updates, and more without building a contact list separately. 

• Seamless customer onboarding with SSO: SSO integration to sync MSP customer users into DeskDay with Azure Entra SSO for a seamless login experience and streamlined ticket and device mapping.

• Simplified operations: A unified platform that drastically reduces the need for third-party integrations and simplifies the management of complex MSP operations.

Celebrating community and collaboration

This release is not just a technological leap but also a testament to the power of collaboration. The DeskDay community, including MSPs, tech enthusiasts, and our dedicated team, has come together to deliver a cutting-edge solution that simplifies and enriches MSP operations. 

Thank you

We sincerely thank everyone who has joined us on this journey. Your feedback, support, and enthusiasm have been invaluable. Let’s continue to redefine what’s possible in the MSP world together with DeskDay.