Echo

DeskDay CSA is a next-gen PSA for modern MSPs designed to overcome the challenges of traditional PSA systems in the market. It also has a built-in multichannel customer ticketing application for Microsoft Teams, mobile, and desktop. (Mobile PSA for techs is soon to be released! Yes, we are excited, too!!) 

Whether your IT support team operates with just a few technicians (small MPs) or several hundred (established, fast-growing MSPs), DeskDay offers the right platform you need to build better, more efficient customer relationships. 

So, what really sets DeskDay apart from the traditional PSA? Let’s discover how our blend of conversational ticketing and other innovative features redefine the MSP-PSA landscape.

DeskDay is built on four core functionalities:

• Conversation
• Multi-channel 
• Customer-centric
• Future-readiness

Conversation: DeskDay is the vendor that introduced the world’s first chat-based service desk for MSPs. Every tech-user interaction within DeskDay is built around easy chat interactions. In a modern world where everyone is comfortable with messaging apps like WhatsApp, DeskDay CSA helps you to provide the same experience for delivering support to users right with our service desk. 

Every time a ticket is raised, the tech can initiate a chat within the ticket environment already loaded with the relevant context and customer info for faster ticket resolution. 

Multi-channel: To craft an elevated customer experience, MSPs need a platform designed specifically with customers in mind. Being always customer-centric, DeskDay also knows how to place the right customer experience for MSPs.

So we have built a multi-channel customer ticketing application, IT-Connect, within CSA (no API integrations) to assist customers in raising tickets and chatting with their techs on three commonly used platforms- mobile, desktop, and Microsoft Teams. 

Customer-centric: DeskDay’s CSA is designed with a holistic view of customer and tech experiences, ensuring the platform is intuitive and efficient. By simplifying the user interface and end-to-end processes, CSA minimizes the learning curve, allowing users to raise and stay updated on tickets easily and techs to manage tasks quickly. 

DeskDay also enhances user adoption by allowing customers to choose their preferred communication channel—be it Microsoft Teams, mobile, or desktop—ensuring they can access support in the most comfortable environment. Simultaneously, techs benefit from a unified service desk that centralizes support across these channels, facilitating a seamless and effective multi-channel support system. 

Future-ready:  DeskDay harnesses the power of microservices architecture, ensuring seamless adaptability and continuous innovation with minimal downtime. This architectural choice positions DeskDay to effortlessly incorporate new features as market demands evolve, always keeping the platform at the technological forefront. 

Coupled with its robust chat-based functionalities, DeskDay ensures that MSPs are equipped for current trends and primed for future advancements. This strategic infrastructure makes DeskDay future-ready, enabling MSPs to adapt seamlessly to changing technologies and customer needs without skipping a beat.

Capabilities	DeskDay CSA
Focus	The core focus of DeskDay CSA is to bring innovation to the PSA space through conversational support, quality systems, and announcements, combined with the rest of PSA features.
Scalability	Easy to scale since the support is delivered through chat, making concurrent support delivery possible.
ROI	Consistently highest ROI with the lowest investment.
Unified multichannel support	Available across Microsoft Team, Mobile, and Desktop (currently for customers)
Frictionless tech experience	Enabled through conversational support delivery wrapped in better UI
360 view of the customer	Available
Customer onboarding with SSO	Available
Multi-channel customer announcements	Yes, and without any prebuilt contact lists
Quality system for Service Desk	Available
Customer feedback	Available
Built-in multi-channel ticketing for customers	Available
Mobile app for customers and techs	Mobile app for customers is available. For techs is coming soon.
Integrations	Integration with N-able N-central RMM is live now. Quickbooks, Datto RMM, and NinjaOne are coming soon, and others are lined up for later.